Question 1

I won’t be home. How do I set my delivery preferences?

Accepted Answer

If you are not home at the time of delivery, we can deliver your parcel to your chosen location. For that to work, you need to set your delivery preferences.Go to MyPreferences&nbsp;or download the My bpost app.Enter the details that you use when ordering a parcel.Select your favourite delivery location if you are not homea Pick-up point or Parcel Locker in your neighbourhooda safe place (e.g. carport, garden shed, under a lean-to, etc.)a neighbourbpost sends you a separate email for each parcel that you are expecting. You can modify your delivery preference each time for a specific parcel. (For example, you want to choose a different neighbour because your previously chosen neighbour is away on holiday.)Tip: You can follow all your parcels at a glance with the My bpost app and you can change where your bpost parcel will be delivered until 5 minutes before the delivery.

Question 2

Why was my parcel not delivered according to my preference?

Accepted Answer

There are several reasons why your parcel was not delivered according to your preference.Your profile is not yet complete.Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.Tip: Check your profile in MyPreferencesA green “V” appears next to your address if your account is validated (10 days after creation).Make sure your address is correct.Add the names you use to order parcels.Add all email addresses you use to order parcels.No email address received from senderIt is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.The type of parcel prevented us from delivering according to your delivery preferenceDelivery to your safe place and your neighbour is not possible for:Parcels with payment upon delivery (e.g. a number plate).Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.Parcels sent under guarantee or with insurance cannot be delivered to a safe place.Delivery to a Parcel Locker is not possible:If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.Your parcel fits in your letterbox:The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.Tip: Check Track &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour safe place was not safe enough, not accessible and/or not dry enough.The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.&nbsp;If you think there is another reason, you can report it via our online form at the bottom of this page.

Question 3

My parcel was not delivered according to my delivery preferences. What should I do?

Accepted Answer

There are several reasons why your parcel was not delivered according to your preference.Your profile is not yet complete.Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.Tip: Check your profile in MyPreferencesA green “V” appears next to your address if your account is validated (10 days after creation).Make sure your address is correct.Add the names you use to order parcels.Add all email addresses you use to order parcels.No email address received from senderIt is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.The type of parcel prevented us from delivering according to your delivery preferenceDelivery to your safe place and your neighbour is not possible for:Parcels with payment upon delivery (e.g. a number plate).Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.Parcels sent under guarantee or with insurance cannot be delivered to a safe place.Delivery to a Parcel Locker is not possible:If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.Your parcel fits in your letterbox:The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.Tip: Check Track &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour safe place was not safe enough, not accessible and/or not dry enough.The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.&nbsp;If you think there is another reason, you can report it via our online form at the bottom of this page.

Question 4

Why can't I choose a certain Pick-up point as my delivery preference?

Accepted Answer

For logistical reasons, you can only choose Pick-up points that are in the same distribution zone as the delivery address. That way our mail distribution is as efficient as possible.

Question 5

Until how long before delivery can I change my delivery preferences?

Accepted Answer

Depending on the delivery preference you set, the following applies:You can change a&nbsp;neighbour or safe place until 5 minutes before the delivery.You can change your Pick-up point or Parcel Locker until the evening (until midnight) before the delivery.You can easily change your delivery preferences via the My bpost app or via Track &amp; Trace, as long as the button 'Change delivery preferences' is available.

Question 6

I cannot find my parcel in my safe place. What do I do now?

Accepted Answer

Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel.If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page.Please note that in some cases we can't deliver&nbsp;to your safe place. Discover in which cases.

Question 7

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 8

Can my parcel be delivered to my neighbour or a safe place?

Accepted Answer

If you are not home and you didn't set your delivery preferences, the postman may deliver your parcel to a safe place or a neighbour. If that doesn't work, your parcel goes to a Pick-up point in your neighbourhood.If you prefer to have your parcel delivered to the same place every time, please configure your personal My Delivery Preferences.

Question 9

Which delivery preference can I choose if I am not home?

Accepted Answer

If you are not home, you can use MyPreferences or the My bpost app to choose to have your parcel delivered:In a safe placeThis is an accessible place around your home (e.g. carport, garden shed, under a lean-to). Make sure that the chosen place is safe, dry and easily accessible.Tip: Upload two photos of your safe place in MyPreferences or the My bpost app to give our postman a helping hand.To a neighbourYou can choose a neighbour in your street within a radius of 50 m from your home. It is best to ask your neighbour’s permission first so that they don’t refuse your parcels when we offer them there. You can also let the postman choose which neighbour the parcel will be delivered to. You will be informed by email and Track &amp; Trace where your parcel was delivered.In a Pick-up PointYou can select a Pick-up Point near you from the list provided. If delivery to a neighbour or safe place is not possible, you can also select a Pick-up Point as a second option.In a Parcel LockerYou can select a Parcel Locker near you from the list provided. If delivery to a neighbour or safe place is not possible, you can also select a Parcel Locker as a second option.

Question 10

Do my delivery preferences apply to all parcels or can I set them separately for each parcel?

Accepted Answer

Both options are possible. When you are not at home, your parcels are delivered by default according to the delivery preferences set in MyPreferences.You can also set or change your delivery preferences per parcel. bpost will send you a separate e-mail for each parcel. In this e-mail, you can set or change your delivery preferences for that specific parcel.Tip: You can also change your delivery preferences for all your parcels or for just one parcel in the My bpost app.

Question 11

What does delivery to a safe place mean?

Accepted Answer

Via MyPreferences you can list a safe place where your parcel can be delivered if you are not home. This is a place round your house.Tips:Make sure that the chosen place is safe, dry and easily accessible.Upload 2 photos via MyPreferences to help our postmen.Your safe place can be the garden shed or a spot under a lean-to.Please note that in some cases we can't deliver&nbsp;to your safe place. Discover in which cases.

Question 12

Can I change the time of delivery?

Accepted Answer

The time of delivery of your parcel cannot be changed at present. You can choose a preference location for delivery of your parcel if you are not home. You can set this under My Delivery Preferences or with the My bpost app.

Question 13

I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?

Accepted Answer

Via MyPreferences and the My bpost app you determine where your parcel can and cannot be delivered if you are not home. You can choose from three delivery preferences :- to a Pick-up point or Parcel Locker in your neighbourhood- in a safe place (e.g. under a carport or lean-to)- to&nbsp;a neighbourYou can choose which specific neighbour can accept your parcel if you are not home. If this neighbour also isn't home, your parcel will be delivered to a Pick-up point.

Question 14

Do my delivery preferences apply for all occupants at my house number?

Accepted Answer

That is not the case by default. With MyPreferences you can add all co-occupants linked to your address. There are 2 ways to do this:Set your delivery preferences onlinesign in to MyPreferencesgo to My Accountclick on 'edit' under 'My registered addresses and names'enter the names of your co-occupantsbpost will verify these detailsSet My Delivery Preferences with the My bpost appOpen the My bpost app and select the 'More' menu and choose 'My addresses and services'.Select the address for which you want to add a name.Click on 'Add a name' under 'My registered names'Enter the names of your co-occupantsbpost will verify these details

Question 15

Why can't I list my work address as a delivery option under MyPreferences?

Accepted Answer

If the distance between your home and work address is too great, we cannot offer this option under MyPreferences. You can have your parcel delivered directly to your workplace. You do that by listing your work address (instead of your home address) in the webshop checkout.

Question 16

Why wasn't my parcel delivered to a neighbour?

Accepted Answer

There can be several reasons why your parcel was not delivered to a neighbour:The postman could not deliver your parcel to a neighbour because he&nbsp;was not at home or did not accept itYour parcel is a shipment with payment upon deliveryYour parcel is a registered mailYour chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home.The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days.If you do not think that the above mentioned reasons are the cause, you can report this via the online form at the bottom of this page.

Question 17

Can I also list friends or family members who live a bit further away as my neighbours?

Accepted Answer

You can only list neighbours who live close by (within a radius of 50 metres) via MyPreferences. Your parcel will be delivered to that address if you are not home.

Question 18

I’ve forgotten my email address for MyPreferences. What should I do?

Accepted Answer

If you have forgotten your email address for your delivery preferences, please create a new account. Privacy laws do not permit us to look up email addresses or share existing accounts. Our customer service&nbsp;will therefore not be able to help you find your email address.If several accounts have been set up at the same address, we always take into account the delivery preferences of the most recent account when delivering parcels.

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