9 questions
for the keyword « Delivery to a Pick-up point »
My parcel was not in the Pick-up point. What should I do?
It is possible that the Pick-up Point has not been able to process your parcel yet, which means that the counter clerk cannot immediately find or hand over your parcel. Check the My bpost app or Track & Trace to be sure that your parcel is available at the Pick-up Point.
Track & Trace says that your parcel is available in the Pick-up Point, but it is not there? In that case, contact our Customer Care Centre via the online form at the bottom of this page. We will investigate what happened and where your parcel has gone.
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
Your parcel will only be returned to the sender if you do not collect it at the Pick-up point within 14 calendar days.
Tip: you can also have someone else pick up your parcel at a Pick-up point. Anyone who can present the barcode of your parcel (see confirmation email or the My bpost app), can pick up your parcel at a Pick-up point.
How long will my parcel remain available at the Pick-up point?
Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.
The door has opened, but my parcel is not in the locker. Now what?
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).
Who can pick up my parcel at the Pick-up point?
Anyone who brings the confirmation email with the barcode or the failed delivery notice can pick up your parcel at a Pick-up point.
In the case of registered mail
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 recognise national registered mail by the barcode (starts with '010'). International registered mail is preceded by the letter 'R'.
How can I pay for a parcel that I pick up at a 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.
Can I have my parcel transferred to a different Pick-Up Point?
No, regrettably that is not possible.
I wanted to pick up my parcel, but the wrong parcel was in the parcel locker
Phone us on 02 320 23 90 or contact us online using the form at the bottom of this page.
Can I request to have my parcel kept at a Pick-up point for longer than normal?
Regrettably, this is not possible. Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.
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