Why should I contact the sender if my parcel is damaged?
Most senders have fixed agreements with bpost for damaged parcels. Only the sender can file a complaint for a damaged parcel because the sender pays bpost for the shipment.
In addition, he can decide, in consultation with you, to reship the parcel or to refund you.
Your sender will ask you for photos of the damage, both of the packaging and of the contents, because he needs them in order to file a complaint with us. Please also note that bpost must receive the complaint within 7 calendar days of delivery, regardless of what the sender agrees with you. It is therefore best to contact him as soon as possible.
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