bpost returns your parcel to the sender in the following cases:

• If the sender entered an incorrect address for the Parcel Locker.
• If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel.
• If you didn't remove your parcel from the Parcel Locker after 5 calendar days.

Contact the sender to be able to receive your parcel.

You will receive an e-mail once your parcel has arrived in the Parcel Locker. This e-mail contains the steps to open the Parcel Locker. You will also find the different steps on the Parcel Locker itself. Parcel Locker with screen

Scan the QR code you have received via the My bpost app or e-mail. If you have opted for direct delivery to a Parcel Locker, you will also find a 6-digit code under the QR code to open the locker.
2. Take out your parcel and close the door of the locker.

Screenless Parcel Locker The Screenless Parcel Locker does not have a touch screen and can only be opened via the My bpost app. The app communicates via Bluetooth with the Parcel Locker in order to open it. 1. First, enable Bluetooth and your location on your smartphone
2. Open the My bpost app and select the parcel you would like to receive
3. Follow the steps in the app to connect to the Parcel Locker and the door will open automatically.
4. Take out your parcel and close the door of the Parcel Locker.

There can be different reasons why your parcel was not delivered to a Parcel Locker:

• The Parcel Locker was full or out of order due to a technical breakdown.
• Your parcel was too heavy or too large for delivery to a Parcel Locker.
• Some parcels cannot be delivered to a Parcel Locker; these include Registered Mail (signature required) and parcels that require payment upon delivery.

If we cannot deliver your parcel to a Parcel Locker, we will deliver it to a different Pick-Up Point close by. You will be informed with Track & Trace and the My bpost app.

If you have received an attempted delivery notice in your mail and if your parcel is going to a Parcel Locker, you can use the barcode in the message. For Parcel Lockers with a screen, just enter the barcode on the screen. For Screenless Parcel Lockers, first enter the barcode in the My bpost app and then follow the steps in the app to collect your parcel. If you have opted for direct delivery to a Parcel Locker and if you did not receive an e-mail that your parcel is available, please check that our e-mail did not end up in your spam folder.

• If you have received an e-mail that your parcel is available, please read the steps in the e-mail carefully. For some Parcel Lockers, you do not need a QR code.
• If you did not receive an e-mail that your parcel is available, please contact a Parcel Locker responsible on 02 320 23 90.

Please let us know using the online form at the bottom of this page or call our customer service. Make sure you have the barcode of your parcel at hand. You can find it in the e-mail you have received from us and in the My bpost app. If no parcel is found in the Parcel Locker with screen, please call 02 320 23 90 (available 24/7). If no parcel is found in the Screenless Parcel Locker, please call 02 278 50 87 (available 24/7).

Once you have followed all the instructions on the screen, you will normally receive a confirmation e-mail. If you did not receive an e-mail. phone us on 02 320 23 90 or contact us via the form.

Phone us on 02 320 23 90 or contact us online using the form at the bottom of this page.

As soon as your parcel is delivered to the Parcel Locker, you have 5 calendar days to pick it up (no extension possible). We return the parcel to the sender on the sixth day.

Please let us know using the online form at the bottom of this page or call our customer service. Make sure you have the barcode of your parcel at hand. You can find it in the e-mail you have received from us and in the My bpost app. If you find a wrong parcel in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7). If you find a wrong parcel in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7).

Anyone can pick up your parcel. He or she must have the barcode, 6-digit code or the QR code that you received via email or in the My bpost app.

In that case, enter the 6-digit code that you see on your email, My bpost app or text message into the Parcel Locker screen.

Most webshops allow you to have your parcel delivered to a Parcel Locker. The following webshops already do it: Zalando, Coolblue, Torfs, Lidl, bol.com, H&M, Zara, Massimo Duti, Farmaline, Smartphoto, A.S. Adventure ... New webshops are added every day. Would you like to order something through a webshop, but the Parcel Locker option is not listed among the delivery methods? You can still have your parcel delivered to a Parcel Locker via MyPreferences or the My bpost app.

No, you are not able to choose. If you choose to have your parcel delivered to a Parcel Locker, it is possible that it will be delivered to a Screenless Parcel Locker. You will be informed by e-mail.

You can easily ask someone else to pick up your parcel. The process depends on the type of Parcel Locker your parcel has been delivered to. In a Parcel Locker with screen If you have received a parcel in a Parcel Locker with a screen, you will receive an e-mail containing:

• the barcode of your parcel
• a QR code
• a code of 6 digits and/or numbers (just below the QR code).

With one of these three elements, someone else can pick up your parcel from a Parcel Locker. You can simply forward the e-mail you have received to the person who would like to pick up your parcel for you.
In a Screenless Parcel Locker If your parcel has been delivered to a Screenless Parcel Locker, you need to send the barcode of your parcel to the person who would like to collect your parcel for you (you will find the barcode in the e-mail announcing that your parcel is available).
The person who picks up your parcel for you then needs to add it to the My bpost app. He can do so by clicking on the "add a parcel" button on the My bpost app start screen and by entering the barcode number. The person then needs to carry out the following steps:

Go to the Parcel Locker and enable Bluetooth and location on your smartphone
2. Open the My bpost app and select the parcel you would like to receive
3. Follow the steps in the app to connect to the Parcel Locker
4. Take out the parcel and close the door.

The door of a Parcel Locker will not open if:

• You are not standing in front of the correct locker. Always check the address and number of the Parcel Locker in the e-mail you have received from us.
• Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
• If you are standing in front of a Screenless Parcel Locker, make sure that the My bpost app has access to your location and that Bluetooth is enabled on your smartphone.

Are you sure your parcel is in there, but you still cannot open the door? Report it to us using the online form at the bottom of this page or call our customer service department.

• If your parcel is in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7)
• If your parcel is in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7)

The Screenless Parcel Lockers are used entirely with the My bpost app. Your smartphone will communicate via Bluetooth with the Parcel Locker to open it. For the Parcel Lockers with a screen, you will need to scan the QR code or manually enter the 6-digit code you have received by e-mail and in the My bpost app.    

Your parcel will not appear in the app if you have ordered it with a different e-mail address than the one linked to the My bpost app. You can easily add an e-mail address in the app:

• Open the My bpost app
• Go to the 'More' menu at the bottom of the app.
• Select 'My e-mail addresses'
• Add the e-mail address

The My bpost app will not be able to connect to the Parcel Locker if:

• Your smartphone does not have access to your location and/or Bluetooth on your smartphone is not enabled.
• You are not standing in front of the correct locker. Always check the exact address and number of the Parcel Locker in the e-mail you have received from us (sometimes there are 2 lockers in the same street).
• Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).

It depends on the type of Parcel Locker. Parcel Lockers with a screen (most of them) can be used with or without the My bpost app. Screenless Parcel Lockers can only be operated with the My bpost app. Your smartphone will communicate with the Parcel Locker via Bluetooth to open it. If you receive a parcel in a Parcel Locker, the e-mail announcing your parcel will tell you which type of locker your parcel will be delivered to. It also explains how the Parcel Locker works.

No, you don’t need to. You can simply open the Parcel Locker by scanning the QR code on the screen of your smartphone. You will find this QR code in your e-mail or in the My bpost app.