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 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 home

• a Pick-up point or Parcel Locker in your neighbourhood
• a safe place (e.g. carport, garden shed, under a lean-to, etc.)
• a neighbour

bpost 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.

There are several possible reasons. 1. Parcel ordered with a different email address Perhaps the parcel was ordered with a different email address than the address listed in MyPreferences. Tip: Enter all the email addresses that you use to order parcels via MyPreferences. 2. No email address received from the sender It is also possible that the sender did not communicate your email address to us. In that case, we cannot link your delivery preference to the parcel. If we do not know your email address and you are not home at the time of delivery, your parcel will go to a Pick-up point in the neighbourhood. Tip: Check your profile in MyPreferences

• A green “V” appears next to your address if your account is validated (10 days after creation).
• Check that your address is correct.
• Add the names that your use to order parcels.

3. The type of parcel prevented us from delivering according to your delivery preference Delivery to your safe place or a neighbour is not possible if:

• Parcels must be paid upon delivery (e.g. a vehicle number plate).

Delivery to your safe place is not possible:

• If it is a parcel requiring a signature upon delivery.

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:

• In the event of direct delivery to a Pick-up point, the postman tries to deliver your parcel in your letterbox first.

Tip: Check Track & Trace to see if the delivery preferences for your parcel are applicable. 4. Your chosen delivery preference prevented us from delivering your parcel

• Your safe place did not meet the conditions (not safe, accessible and/or dry).
• The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it.
• Your chosen Pick-up point or Parcel Locker was temporarily unavailable at the time of delivery (e.g.: Parcel Locker full, Post Point closed for holidays).

If you think there is a different reason, you can report this via our online form at the bottom of this page.

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.

There can be three reasons for this. 1. Your profile is not complete. Your delivery preferences are linked to the e-mail address that you entered in your 'MyPreferences' account or the My bpost app. Check which e-mail address you used to order your parcel. Enter all the e-mail addresses that you use to order parcels in your account. It is also possible that the sender did not communicate your e-mail address to us. Unless you did not agree to it, after 10 days we link your delivery preference to the name or the address that is on your parcel. They must be identical to your name and the address in your account. Tip: check your profile. A green “V” appears next to your address if your account is validated. Check that your address is correct and add all names that your use to order parcels. 2. Your preferences are not valid for this type of parcel. Parcels that we cannot deliver to a safe place or leave with a neighbour:

• Parcels that were sent as registered mail. We can only hand over registered mail on presentation of your ID card. Such parcels have a barcode that starts with an 'R'.
• Parcels with 'payment upon delivery'
• Parcels requiring a signature (for delivery in a safe place)

Parcels that we cannot deliver to a Parcel Locker. If your parcel is too large or too heavy, we send it to a different Pick-up Point. 3. There was something wrong with your chosen preference.

• Your safe place was not safe enough, not accessible and/or not dry enough.
• The postman could not deliver your parcel to a neighbour because he/she was not at home or did not accept it.
• Your Pick-up Point or Parcel Locker was temporarily not available when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.

Tip: if you notice that this happens regularly, modify your delivery preferences. If something went wrong and we did not execute your delivery preferences correctly, then you can report this to the customer service, preferably online using the form at the bottom of this page.

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.

Depending on the delivery preference you set, the following applies:

• You can change a 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.

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.

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.

Both options are possible. If you are not home, your parcels are delivered in accordance with the general preferences that you set under My Delivery Preferences. But you can also set or change your delivery preferences per parcel. That's because bpost sends you a separate email for each parcel. The email enables you to set or change your delivery preference for that specific parcel. You can always choose whether your preferences apply to one parcel or all your parcels.

If you are not home, you can set your delivery preferences to indicate where you want your parcel to be delivered:

• in a Pick-up point or Parcel Locker in your neighbourhood
• in a safe place (e.g. under a carport or lean-to)
• with a neighbour

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.

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.

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 online

• sign in to MyPreferences
• go to My Account
• click on 'edit' under 'My registered addresses and names'
• enter the names of your co-occupants
• bpost will verify these details

Set My Delivery Preferences with the My bpost app

• Open 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-occupants
• bpost will verify these details

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 a neighbour You 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.

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 was not at home or did not accept it
• Your parcel is a shipment with payment upon delivery
• Your parcel is a registered mail
• Your 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.

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.

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.