Question 1

I get a message that my parcel has been delivered, but I haven't received anything. What now?

Accepted Answer

A couple of tips if you have not received anything:Check if someone else (your neighbour or flatmate) has received your parcel.If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour).Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to.If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

Question 2

The postman didn't ring the doorbell. What can I do?

Accepted Answer

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 &amp; 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.

Question 3

I was not home when the postman passed by. Where is my parcel now?

Accepted Answer

I was not home when the postman passed by. Where is my parcel now?What happens to your parcel depends on your delivery preferences. You can specify delivery preferences in MyPreferences or the My bpost app.I have already specified my delivery preferencesIf you are not home at the time of delivery, we will deliver your parcel according to your delivery preferences: to a neighbour, a safe place, a Pick-up Point or Parcel Locker.I have not specified my delivery preferencesIn 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 the parcel at the Pick-up Point mentioned on the notice within 14 calendar days.Take into account that the Pick-up Point can still change. As soon as your parcel is at a Pick-up Point, the status of your shipment is adjusted on Track &amp; Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up Point.

Question 4

Which mail or shipments does bpost deliver on Saturday and Sunday?

Accepted Answer

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.&nbsp;You can follow the status of your parcel via the My bpost app or Track &amp; Trace.

Question 5

I did not receive a failed delivery notice. How can I collect my shipment?

Accepted Answer

You can pick up your parcel or registered letter without your failed delivery notice.Picking up a parcelYou can collect your parcel by showing the barcode number of your parcel in the e-mail or in the My bpost app. As soon as your parcel is at a Pick-up point, the status of your shipment is updated on Track &amp; Trace and you will receive an e-mail. So always check the status of your parcel online before you go to the Pick-up point.Picking up a registered letterYou can collect your registered mail (the bar code starts with '010'), or international registered mail (the bar code starts with letter 'R') after showing your identity card.

Question 6

Why didn't the postman pass by my home address first?

Accepted Answer

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.

Question 7

Can I phone the postman or follow his route online in order to receive my missed parcel?

Accepted Answer

&nbsp;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 &amp; Trace and in the My bpost app. Be sure to check the status of your parcel before going to the Pick-up point.

Question 8

What if I am not at home when the postman delivers my parcel?

Accepted Answer

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.

Question 9

How can I pay for a parcel that I pick up at a Pick-up point?

Accepted Answer

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.

Question 10

How and when will I be informed that my parcel is being delivered?

Accepted Answer

You will receive several emails throughout the delivery process of your parcel:You will receive an email as soon as the sender tells us they want us to deliver your parcel and provides us with your email address.On the day of delivery, you will receive an email stating the time of delivery. If you will not be home at that time, the email enables you to indicate where you want your parcel to be delivered.If the postman delivered your parcel in your letterbox, in a safe place or to a neighbour, you will receive a confirmation email.If your parcel is available at a Pick-up Point, Parcel Locker or point of sale, you will receive a confirmation email.Every email includes a link to track your parcel via our Track &amp; Trace page.You can also track your parcel at any time in the My bpost app&nbsp;or on Track &amp; Trace. If the status of a parcel changes, you will be informed with a notification in the app. You can always choose where your parcel will be delivered if you are not at home.

Question 11

How do I know when I can collect my parcel?

Accepted Answer

You can always check online (via e-mail, Track &amp; Trace or the My bpost app) when your parcel will be available.My parcel will be delivered directly to a Pick-up point or Parcel LockerIn this case, you will always receive a confirmation e-mail, text message or notification in the My bpost app when your parcel is available.My parcel was not delivered to my home and has been taken to a Pick-up point or Parcel LockerIf your parcel could not be delivered to your home, you can collect it the next day from a Pick-up point or Parcel Locker. The failed delivery notice in your mailbox will indicate where and when you can pick up your parcel.Please note that the Pick-up point can still change. As soon as your parcel is at a Pick-up point, the status of your parcel will be updated on Track &amp; Trace or you will be notified in the My bpost app. You will also always receive an e-mail when your parcel is ready for pick-up at a Pick-up point. Therefore, always check the status of your parcel online before you go to the Pick-up point.

Question 12

Can the postman pass by again to deliver my parcel or registered mail?

Accepted Answer

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.

Question 13

I just missed my parcel. Can the postman pass by again today?

Accepted Answer

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.

Question 14

My parcel could not be delivered to my home. Where and when can I pick it up?

Accepted Answer

If your parcel could not be delivered to your home, you can collect it from a Pick-up point the next day. The failed delivery notice in your mailbox will indicate where and when you can pick up your parcel.Please note that the Pick-up point can still change. As soon as your parcel is at a Pick-up point, the status of your parcel will be updated on Track &amp; Trace or you will be notified in the My bpost app. You will also always receive an e-mail when your parcel is ready for pick-up at a Pick-up point. Therefore, always check the status of your parcel online before you go to the Pick-up point.

Question 15

Can I have my parcel transferred to a different Pick-up point?

Accepted Answer

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.

Question 16

What is the maximum amount that I can pay to the postman with an app?

Accepted Answer

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 immediatelyYour 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.

Question 17

Who can accept my shipment?

Accepted Answer

Who is allowed to accept your shipment depends on the type of shipment.My shipment is a parcelAnyone at home at your address can accept your parcel, including household help or your partner, even if it is a parcel requiring a signature upon receipt.If we deliver to your (chosen) neighbour, anyone present at that address can also accept the parcel.My shipment is registered mailYou can recognise registered mail by the barcode starting with the numbers ‘010’ or the letter ‘R’.&nbsp;In the case of registered mail, only you (or your proxy) can accept the shipment upon presentation of an ID card.

Question 18

Which apps can I use to make a mobile payment for my parcel?

Accepted Answer

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.

Question 19

Why will the postman be passing by a second time after leaving a failed delivery notice?

Accepted Answer

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

Question 20

I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?

Accepted Answer

No, that is not possible at the moment. You can pay for your parcel as follows:with exact changewith the Payconiq by Bancontact app or your banking app that offers the Payconiq by Bancontact functionalitywith 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&nbsp;2021. You will receive a notification for these parcels in your app.

Question 21

My parcel is on its way. Can I still change the delivery address?

Accepted Answer

No, as soon as your parcel is on its way, bpost will deliver it to the address indicated on your parcel.However, you can still change your delivery preferences up to 10 minutes before delivery. This way, you can have it delivered to a neighbour or to a safe place near your home.Tip: You can also let the My bpost app know where you would like your parcels delivered if you are not at home.