12 questions
 for the keyword « Something has gone wrong »
I only receive part of my mail or none at all. What can I do?
The mail delivery may be disrupted due to exceptional circumstances (a strike, illness or extreme weather conditions). In that case, we do all that we can to deliver your mail correctly and as quickly as possible. You have only received part of your mail or none at all for some time now? Perhaps something has gone wrong with the forwarding of your mail or your contract with the Moving department has expired. Check this in the frequently asked questions about the Moving department. You didn't move recently? Report your incorrect postal delivery online, preferably via the form at the bottom of this page. We will ask for your contact details so that we can inform the right employee and can deliver your mail correctly in the future. There is no barcode on Letters and Cards. Unfortunately, we cannot trace mail that you missed in the past. 
My mail is being delivered, but not in my letterbox. What can I do?
We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.
I received a letter from two months ago. How is that possible?
Such a delay is exceptional. We apologize for the inconvenience. Please call customer service if you wish to make a complaint.
My letter is damaged. What happened?
It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel. If the sender wants to send an important letter, we advise him/her to use registered mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden. If you still think that your letter was wrongly damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail. Read the General Terms and Conditions.
What happens to my letter if I write the address incorrectly or the addressee has moved?
If you wrote your address on the back of the envelope, the undelivered letter will be sent back to you.
I received a letter that was already opened. How is that possible?
In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions):
  • We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter.
  • Our sorting machines damage the envelope. That happens occasionally to thick letters. In that case, the sender should choose a reinforced envelope or a parcel.
If the sender wants to send an important letter, we advise him/her to use Registered Mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden. If you still think that your letter was wrongfully damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail. Read the General Terms and Conditions.
Why can my letter or card be returned?
The most common reasons for returning a letter are:
  • The letter does not have a stamp.
  • The letter does not have enough stamps.
  • The letter contains an incorrect address.
The reason why your card or letter was retuned is written on the red sticker.
My Mobile Postcard was delivered with a delay. What can I do?
Did you send your postcard via the app before 3 p.m.? Because we then print and send your card the same day.
  • If you sent the card to an address in Belgium as 'Priority' mail, it should be delivered the first day after it has been made.
  • If the card is sent as 'Non-priority', it should be delivered within three working days.
  • If you sent the card to an address in a country other than Beglium, the delivery will be the responsibility of the postal service in that country.
Was the arrival of your card delayed? Let us know via the online form at the bottom of this page.
I got my letter back because the address was incorrect. How do I know if I am using the correct address?
To be sure of the correct address, you can validate it online on the bpost website. You check if the address is known at bpost and if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.
I didn't put enough stamps on my letter and got it back. Can I send it again with extra stamps?
You can no longer use the envelope and stamps if you got the letter back. You will have to send your letter in a new envelope with new stamps.
Will I receive compensation if my priority mail is not delivered the next workday?
Unfortunately, we cannot reimburse you for this. This is because your letter does not have a bar code and therefore we cannot trace it. We cannot trace when your letter has arrived at our sorting centre. This is however possible if you send your letter by registered post. Would you like to make a complaint because your prior mail has not been delivered on time? Please contact our customer service via the online form at the bottom of this page.
My Mobile Postcard was damaged upon delivery. What can I do?
We apologize that your card has been damaged. You can report this to our customer service, preferably via the online form at the bottom of this page.