Why should I contact the sender if my parcel has not been delivered?

Most senders have fixed agreements with bpost for lost parcels. Only the sender can file a complaint for a lost parcel because the sender pays bpost for the shipment.

He needs to meet certain deadlines for this, but in the meantime he can decide, in consultation with you, to send the parcel again or to refund you.

Your parcel has already been delivered on our Track & Trace, but you haven't received it? Then check the following possibilities before contacting the sender:

  • Ask if someone else (your neighbour or co-inhabitant) has received your parcel.
  • The postman may have placed it into the letterbox if it is a small parcel.
  • Your parcel may have been delivered according to your delivery preferences (immediately at a Pick-up point, at your safe place, to your neighbour).
  • Make sure that you have not received an attempted delivery notice from the postman in your letterbox. This will tell you where your parcel is.

It is possible that the sender asks you to confirm that you did not receive the parcel by e-mail or signed document when the parcel was sent with guarantee.

If you didn't find an answer to your question?


Please contact us.


Monday - Friday :
08.00 – 12.30
13.00 – 18.00

Saturday :
09.00 – 13.00

Zonal rate. Waiting time varies.