Question 1

My parcel was not in the Pick-up point. What should I do?

Accepted Answer

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 &amp; Trace to be sure that your parcel is available at the Pick-up Point.Track &amp; 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.

Question 2

My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?

Accepted Answer

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.

Question 3

How long will my parcel remain available at the Pick-up point?

Accepted Answer

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.

Question 4

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 5

My parcel is not at the Pick-up point or in the Parcel Locker. What now?

Accepted Answer

We are sorry that you were unable to collect your parcel. Please check the following before contacting our customer service:Whether your parcel is not at a different Pick-up point or Parcel Locker. This can happen very exceptionally. You will always be informed via e-mail, in the My bpost app or via Track &amp; Trace.Whether your parcel has not been returned to the sender. Your parcel remains available maximum 5 days in a Parcel Locker and 14 days at a Pick-up point. You will always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).My parcel is not at the pick-up pointFill in our online form to report that your parcel is not at the Pick-up point. Please have the barcode of your parcel ready.My parcel is not in the Parcel LockerIf your parcel had to be delivered to a Parcel Locker with a screen, please call 02 320 23 90 (24/7 available).If your parcel had to be delivered to a Screenless Parcel Locker, please call 02 278 50 87 (24/7 available).

Question 6

Can I have my parcel transferred to a different Pick-Up Point?

Accepted Answer

No, regrettably that is not possible.

Question 7

Who can pick up my shipment at the Pick-up point?

Accepted Answer

Who can pick up your shipment depends on the type of shipment.My shipment is a parcelAnyone can pick up your parcel from a Pick-up Point or Parcel Locker as long as that person has the barcode of your parcel. You can find the barcode in the confirmation email, the My bpost app or on the notice of absence you received in your letterbox.My shipment is registered mailYou can recognise registered mail by the barcode starting with the numbers ‘010’ or the letter ‘R’.&nbsp;Only the specified recipient can pick up registered mail upon presentation of their ID card and the barcode. You can also give a postal mandate to someone else by signing the notice of absence and giving it to the person who will pick up your shipment. More information about giving a postal mandate to pick up registered mail.

Question 8

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 9

Can I request to have my parcel kept at a Pick-up point for longer than normal?

Accepted Answer

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.

Question 10

I wanted to pick up my parcel, but the wrong parcel was in the parcel locker

Accepted Answer

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

Question 11

What are the advantages of having a parcel delivered to a Pick-up point?

Accepted Answer

By having your parcel delivered to a Pick-up point, you help reduce the CO2 emissions of your parcel by up to 30%. That’s because we drive fewer kilometres and can deliver all the parcels on our first attempt. If you pick up your parcel on foot or by bike, the CO2 emissions are reduced by 90%.Other advantages include:Your parcel remains available at a Pick-up point for 14 daysPick-up points are usually open on weekends and in the evening; Parcel Lockers are often open 24/7Some online shops charge less for delivery at a Pick-up point than for home deliveryThere is always a Pick-up point near you (maximum 6 minutes away)

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