Question 1

When can I follow my parcel with Track & Trace?

Accepted Answer

As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track &amp; Trace using the barcode.You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track &amp; Trace. This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost.As soon as the sender hands your parcel over to bpost, you will be able to track it.

Question 2

When will my national parcel be delivered within Belgium?

Accepted Answer

After we have received your parcel from the sender, we try to deliver all parcels sent within Belgium&nbsp;the next workday. You can follow the status of your parcel with Track &amp; Trace and the My bpost app using your barcode. The stated time slot&nbsp;for delivery is an indication; 95% of the parcels are delivered within this time slot.More information about the delivery period of international parcels.

Question 3

My parcel remains 'in preparation'. What does this mean and what can I do?

Accepted Answer

This status appears when the sender confirms that we can deliver your parcel on his behalf. Either the sender is still preparing the parcel, or the parcel has been handed over to bpost but still needs to be sorted and processed.Most parcels are processed within 5 days after the sender has chosen bpost as postal service.After 5 days, my parcel still has the status 'in preparation'I am the receiverContact the sender to find the best solution for your order (e.g. reship your order or receive a refund). The sender is the only one who can start an investigation via bpost.I am the senderIf you are the sender of the parcel, please contact our customer service using our online form. This way you can immediately provide all the necessary information and documents to start an investigation.

Question 4

I am expecting a parcel, but have not received a barcode. What do I do now?

Accepted Answer

Have you lost the barcode of your parcel or did you not receive one? Then you can do the following:If you bought something from an online shop, you usually receive an email containing the barcode of your parcel. The online shop might also send you a link to the Track &amp; Trace page (with your barcode filled in) of the parcel service that will deliver your parcel.If you didn’t receive a barcode, ask the sender about this.

Question 5

I received a suspicious text message or email, allegedly from bpost. What should I do?

Accepted Answer

ou may receive an email or text message that appears to be from bpost. It might look real, but it was not sent by us. These emails or texts are fraudulent messages, also known as phishing, sent by scammers. The following tips will help you recognize phishing and will inform you about what to do with these types of messages.Do not believe every text message or e-mail and don't just enter your personal detailsFirst of all, ask yourself whether you are expecting a parcel. For&nbsp;shipments within the EU, bpost will never ask you to pay when your parcel is in transit (e.g. to avoid extra costs), or to provide personal information by e-mail or text message. Furthermore, bpost will never threaten to send a bailiff if you don't pay for your parcel.Only enter personal details if you are 100% sure that you are dealing with bpost. We will never ask you for personal information via e-mail or text message.Check the web addressA fraudulent email or text message usually contains a link or button that goes to an untrustworthy website. You can check the URL by hovering over the link with your mouse. The web address will then appear at the bottom left of your browser. If you do not recognize the address immediately, do not click the link.Help prevent phishingForward suspicious messages to suspicious@safeonweb.be. This way, you will help prevent others from becoming victims of scammers.

Question 6

How do I know who is the sender of my parcel?

Accepted Answer

&nbsp;Based on your parcel's barcode number, you can check the name and address of the sender with Track &amp; Trace and the My bpost app.

Question 7

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 8

I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?

Accepted Answer

Regrettably, that is not possible.

Question 9

What does a barcode look like and where can I find it?

Accepted Answer

There are several bpost barcodes in circulation for parcels. Here are the most common ones.24 digits starting with 3299 or 3232 (e.g. 329998745632147852365873)18 digits starting with 3232 (e.g. 323256984521032569)13 characters starting with two letters (CE, EE, CD, CZ) and ending with two letters (e.g. EE123456789BE)27 characters starting with JJBEA (e.g. JJBEA2356412012365478896541)The following barcodes are used for registered mail:30 digits for national registered mail, starting with 010 (e.g. 010541288500452621221234567890)13 characters for international registered mail, starting with R (e.g. RA123456789FR)You’ll find the barcode in the following places:shipping labelreceiptmailing receiptnotice of absence (see image)confirmation emailcommunication from the sender

Question 10

I am not expecting a parcel. Why did I receive an email?

Accepted Answer

It's possible that a parcel was incorrectly announced by the sender. Ignore the email if you are not expecting a parcel from this sender.

Question 11

How do I know if I can track my shipment?

Accepted Answer

You can check by looking at the barcode of your shipment. All shipments with a barcode can be tracked online, unless it starts with the letter 'U'.A barcode with the letter 'U' is not traceable and is only used to enable the import procedure in the country of destination.The barcode is mentioned in our communication about your shipment (My bpost app, email or text message), on the receipt from the Post Office and on the postman's attempted delivery notice.To track your shipment, you need to enter the full barcode via Track &amp; Trace or in the My bpost app.

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