Some tips in case you didn't receive anything:

• Ask whether someone else (your neighbour or co-occupant) accepted your parcel.
• If it is a small parcel, it's possible that the postman placed it in the letterbox.
• Your parcel may have been delivered according to your delivery preferences (at a Pick-up point, in your safe place, with your neighbour).
• Check Track & Trace or the My bpost app if the adress on your parcel is correct.
• Check if you received a failed delivery notice in your letterbox. It will indicate where your parcel is.

If you are the receiver and still cannot find your parcel, contact the sender for a solution. Only the sender can start an investigation at bpost and ensure that you receive the parcel. If you are the sender, please contact our customer service via the online form at the bottom of this page. This way you can immediately provide all the necessary information and documents to process your file.

We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not required to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track & Trace you can immediately see if your parcel has been delivered.) Check regularly that your bell is still working properly. If the postman didn’t ring the doorbell for your parcel, you can report this using the online form at the bottom of this page. We will ask for the barcode of your parcel and your contact details so that we can discuss this with the correct postman.

If you are not home at the time of delivery, we will deliver your parcel according to your delivery preferences: with a neighbour, in a safe place, at a Pick-up point or Parcel Locker. I still have not set my delivery preferences In that case the postman will try to deliver your parcel to a neighbour or in a safe place. If that doesn't work, you will receive a failed delivery notice in your letterbox. You or someone else can pick up your parcel at the Pick-up point mentioned on the failed delivery notice within 14 calendar days. Take into account that the Pick-up point can still change. As soon as your parcel is in a Pick-up point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up point.

  You can pick up your parcel after showing your parcel's barcode number in the email or the My bpost app. As soon as your parcel is in a Pick-Up Point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-Up Point. For Registered Mail If your parcel is National Registered Mail (barcode starts with '010') or International Registered Mail (barcode preceded by the letter 'R'), then you must also show your ID card when picking up your parcel.

The postman only delivers your parcel directly to a Pick-Up Point if you set this under My Delivery Preferences. If you didn't set this preference, the postma will always pass by your home address first.

If you set My Delivery Preferences, your parcel will be delivered according to your preference (to a Pick-up point or Parcel Locker, to a safe place, with your neighbour). If you didn't set your delivery preferences yet, your postman will place a failed delivery notice in your letterbox. In that case, your parcel is not available immediately. You will receive an email stating when you can pick up your parcel at the Pick-up point. With the failed delivery notice, you or someone else can pick up your parcel at the Pick-up point mentioned on the failed delivery notice within 14 calendar days.

  It's not possible to phone a postman or to follow his entire route online. If you set your delivery preferences, your parcel will be delivered according to your preference if you are not home. If you haven't set this yet, the postman will deliver your parcel to a Pick-up point in your neighbourhood. As soon as your parcel is available in a Pick-up point (the next workday), the status of your shipment is adjusted on Track & Trace and in the My bpost app. Be sure to check the status of your parcel before going to the Pick-up point.

A shipment that requires payment upon delivery can be paid for in two ways at a Pick-up point: cash and with debit or credit card.

There are different ways to pay for parcels delivered to your home that require payment upon delivery: Pay cash
You can pay cash directly to the postman, but you must hand over the exact amount. Mobile payment
You can also make a mobile payment with your banking app or the Payconiq by Bancontact app. The postman creates a QR code that you scan with your banking app. Both you and the postman will receive confirmation of the payment. The postman will bring your payment upon delivery parcel to a Post Office or Post Point if:

• You are not home.
• You cannot pay the exact amount in cash or mobile.
• You want to pay with a debit or credit card. 
• The amount to be paid is more than 1000 euros.

Your parcel will be available at a Pick-up point as from 11:00 the next workday. As soon as your parcel is in a Pick-up point, the status of your shipment is adjusted on Track & Trace and in the My bpost app. If the sender gave us your email address and/or phone number, you will receive an email and/or text message from us as soon as your parcel is available. Tip: The Pick-up point on your failed delivery notice can change in some cases. Always check the status of your parcel with Track & Trace or the My bpost app before picking up your parcel.

bpost delivers during the weekend in certain cases. This depends on the type of shipment, the sender and the delivery address. Letters and registered mail are currently only delivered on weekdays. Some senders, such as certain web shops, have agreements with bpost to have their parcels delivered to home addresses on Saturdays and Sundays. It is therefore possible that your parcel will be delivered to your home during the weekend (on Saturday between 8:00 and 17:00, on Sunday between 9:00 and 19:00). For the time being, parcels will not be delivered directly to a Pick-up point or Parcel Locker on weekend days. These are delivered to the Pick-up point or Parcel Locker on Monday.  You can follow the status of your parcel via the My bpost app or Track & Trace.

No, regrettably that is not possible. For logistical reasons, our postmen cannot pass by your home once again. If you set your delivery preferences, your parcel will be delivered according to your preference (to a Pick-up point or Parcel Locker, to a safe place, with your neighbour). If you didn't set your delivery preferences yet, your postman will place a failed delivery notice in your letterbox. In that case, your parcel is not available immediately. You will receive an email stating when you can pick up your parcel at the Pick-up point. With the failed delivery notice, you or someone else can pick up your parcel at the Pick-up point mentioned on the failed delivery notice within 14 calendar days.

The maximum amount depends on your bank's payment limits. If this limit is exceeded, you are notified immediately. In that case, there are two possibilities:

• You pay cash (the exact amount) to the postman and receive your parcel immediately
• Your parcel goes to the Post Office or Post Point in your neighbourhood, where you can pay for it the next workday with a debit or credit card.

No, regrettably that is not possible. Where and when you can pick up your parcel is indicated on the failed delivery notice in your letterbox. Take into account that the Pick-up point can still change. As soon as your parcel is in a Pick-up point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up point

No, regrettably that is not possible. Change your delivery preferences if you want your parcels to be brought to a different Pick-up point in your neighbourhood in the future, if you are not home.

That depends on the following factors: For a parcel

• Home at the door

Anyone who is home can accept your parcel.

• Your neighbour

If you are not home, you can choose which neighbour can accept your parcel via your delivery preferences.

• In a Pick-up point

Anyone who brings the confirmation email with the barcode or the failed delivery notice from the postman can pick up your parcel. For registered mail You recognise national registered mail by the barcode (starts with '010'). The barcode of international registered mail starts with the letter 'R'.

• Home at the door

Only you (or your proxy) can accept registered mail. The postman will only hand over your registered mail after you show your ID card.

• In a Pick-up point

You can pick up your Registered Mail at a Pick-up point after showing your ID card and the failed delivery notice that you received in the letterbox.

You can pay the postman for your parcel with the Payconiq by Bancontact app or one of the following banking apps that offers the Payconiq by Bancontact functionality: KBC, BNP Parisbas Fortis, Belfius, ING, Argenta, AXA bank, ABK bank, Bank Van Breda, Beobank, CBC banque, CPH banque, Crelan, Deutsche Bank, Fintro, Hello Bank Keytrade, Nagelmackers, VDK spaarbank.

If your parcel is delivered on a Saturday and you are not home, the postman will pass by again the next workday.

After receiving a failed delivery notice, you can submit an online request to have your parcel or registered mail delivered to you a second time. You can schedule this up to 10 days after receiving the failed delivery notice.

No, that is not possible at the moment. You can pay for your parcel as follows:

• with exact change
• with the Payconiq by Bancontact app or your banking app that offers the Payconiq by Bancontact functionality
• with your debit or credit card (only possible in a Post Office, Post Point or Parcel Point)

Parcels from outside the European Union with import costs can be paid in advance via the My bpost app as from 7 June 2021. You will receive a notification for these parcels in your app.