15 questions
 for the keyword « Follow my parcel »
Why hasn't my international shipment been delivered?
If your shipment has the status "On the way to Belgium", it has not arrived in Belgium yet. The delivery periods of a foreign shipment to Belgium vary from country to country. You can find out how long it takes on average for your parcel to arrive in Belgium via Track & Trace. This period is based on previous shipments coming from this country. 

My parcel comes from inside the European Union
here is no default import procedure. If it wants to, customs can check shipments from inside the European Union.

My parcel comes from outside the European Union (+United Kingdom)
In this case an import procedure for your parcel will start upon its arrival in Belgium. The duration of this procedure depends on the following:
  • Whether or not you already paid VAT on your shipment via the online shop
  • The value of your shipment
If you did not pay any VAT in advance or your shipment is worth more than €150, bpost must first determine the import costs. To do this, the value of the contents of your shipment must be known (based on the invoice). If this is not provided, bpost will ask you to upload the invoice of your purchase online. You have 14 days to pay the import costs (VAT, import duties or any other customs fees and formalities). The sooner you do this, the sooner your shipment will be released. Most shipments are cleared within a week. In this phase, your goods are declared to Belgian customs. Customs has the right to check the content of your shipment. Please allow an additional 3 to 7 days for delivery in case of extra inspections. This period depends on any additional inspections by government agencies (e.g. for plants or food). If your shipment is not cleared, you will be notified (e.g. a permit is missing or the contents of your shipment are subject to import restrictions). The import procedure is completed once customs has released your shipment. Your shipment is then handed over to bpost, and you will receive it a few days later.
What if my parcel doesn't have the necessary information to perform clearance?
If the parcel is lacking some information, you will receive a letter from bpost within two days. You can also see this immediately in the My bpost app or on Track & Trace. You can upload the missing documents there. The quicker you do this, the faster your parcel can be cleared through customs. In that case, the handling period is extended until you send the additional information. If you do not answer this request for additional information, we will return your parcel to the sender after 14 days. Customs duties, VAT and any other fees (like anti-dumping duties and environmental duties) are calculated during clearance. As the recipient, you must pay these in advance via the My bpost app or via Track & Trace. You will receive an email, text message or letter that requests payment.       
How does a delivery from outside the European Union work?
When a shipment from outside the European Union arrives in Belgium, the parcel is given to customs. The process is as follows: Security check
Customs performs a security check on all goods arriving in Belgium from outside the European Union. Customs checks whether the goods can be imported to Belgium. If not (e.g. counterfeit goods, weapons or medicine), customs blocks your parcel. Clearance of the parcel
Customs duties, VAT and any other fees (like anti-dumping duties and environmental duties) are calculated during clearance. As of July 1, 2021, this applies to all shipments, regardless of their value. More information about the new customs rules. As the recipient, you must pay these import costs in advance via the My bpost app or via Track & Trace. The shipment will only be delivered after payment. Delivery of the parcel
As soon as customs releases the goods, bpost takes care of the delivery. Take into account that the entire process can take a few days. You can follow the status of your shipment with Track & Trace. You will be notified if you must fulfil more formalities.
How can I follow my parcel that comes from abroad?
You can follow your parcel outside Belgium with Track & Trace. bpost relies on its international partners for the Track & Trace information. They are not always able to communicate this information (on time) so you might not be able to follow your parcel immediately. Once your parcel arrives in Belgium at bpost, you can follow it with our Track & Trace and the My bpost app. Tip: You can also follow your parcel with the Track & Trace of the foreign postal service handling your parcel. Use the barcode number that you received from the sender and enter it in the Track & Trace of the foreign postal service.
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
In this case, your parcel comes from outside the EU, even if it was ordered from a European webshop. Some webshops send their products directly from the country of origin. If that country is outside the EU (e.g. the United Kingdom), you might be charged import costs. Always check the sender address of your parcel when ordering items online. If you receive a payment request for import costs, you can still refuse your parcel before making the payment. You can do this via the My bpost app or via Track & Trace. In that case, your parcel will automatically be returned to sender. As of July 1, 2021, import fees apply to all shipments from outside the European Union and the exemption for shipments worth less than €22 has expired.
I disagree with the import costs. What can I do?
Paying import costs is a legal obligation when you order something from outside the EU. Since 1 July 2021, these costs apply to all shipments from outside the EU, even if the shipment is worth less than €22. In addition to paying, you have the following options: I agree to pay but disagree with the amount The calculated import costs are based on the estimated value of the contents (based on the invoice), the official VAT rates and the customs duties applicable on the goods being shipped. If you can prove that the value was not estimated correctly, you can request a recalculation. In some cases, shipments are exempt from VAT and customs duties. You can request a recalculation in the following cases:
  • shipments sent as a gift
  • a diplomat receives a shipment
  • a shipment is reimported
Enter the barcode of your shipment into Track & Trace or the My bpost app. You will find the dispute form above the payment button. Once we receive your request, the payment deadline will be cancelled. Your request will be reviewed and either accepted or declined. You will be able to see the result in Track & Trace and in the My bpost app, and you will receive a new payment request with a payment deadline. If the shipment can be imported free of charge, you will be notified. The shipment is then presented to Belgian customs for clearance. I refuse to pay the import costs If you refuse to pay the import costs, we will not be able to deliver your shipment and it will be returned to sender. You can contact the sender to see if the purchase value can be fully or partially refunded to you. You can refuse to pay online. To do so, enter the barcode of your shipment via Track & Trace or the My bpost app. You will find the 'refuse' button next to the payment button.
How can I pay the import costs?
Once the import costs are calculated, you will find a detailed overview of the costs in Track & Trace and in the My bpost app. You will receive a request to pay the import costs. This can be by email, text message or notification if you have installed the My bpost app. If the sender did not send us the data digitally, you will receive a letter with a payment request. You can make the payment securely via the My bpost app or by signing in via Track & Trace. You can pay via Bancontact, Mastercard, Visa or mobile banking. PayPal and bank transfers are not possible. Watch out for fake messages and phishing. bpost will never ask you to pay by bank transfer or provide a bank account number.
Do I have to pay import costs on gifts from family or friends?
On gifts from family or friends from outside the EU, customs charges import costs as from 1 July 2021. You can dispute these costs and apply for an exemption as long as the value of the contents does not exceed €45. How to apply for an exemption As soon as the parcel arrives in Belgium, customs tries to determine the value based on the documents that must be present on the parcel. The customs documents are not present If these documents are missing, you will receive a letter asking you to provide proof of value. The instructions for how to do this are in the letter. If your shipment is a gift, ask the sender to send you an email confirming:
  • the contents of the shipment
  • the value (in €) of the shipment
  • that your shipment is a gift
You can then upload this email as proof via the online form. The customs documents are present If customs can determine the value, you will receive an email, text message or letter inviting you to pay the import costs. You can dispute these costs or apply for an exemption as long as the value of the contents does not exceed €45. You can do this via the My bpost app or via Track & Trace. Ask the sender to send you an email that confirms:
  • the contents of the shipment
  • the value (in €) of the shipment
  • that your shipment is a gift
You can then upload this email as proof via the online form.
My parcel has been retained. Can I recover the import costs?
When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments. If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs. If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment. Tips: if you buy something outside the EU, choose:
  • a tracked shipment: that way you can follow your shipment online
  • a registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.
What can the result of a customs check be?
Customs can perform a security check on all goods coming from outside the European Union to verify whether the import into Belgium is allowed. This check can have one of the following results:
  • The import of the shipment is approved by Belgian customs the day after arrival in Belgium. The shipment is then given to bpost for processing and delivery.
  • The shipment is subject to inspection. Please allow an additional 3 to 7 days for delivery. (Depends on whether other government agencies need to check the goods.)
  • A fine must be paid (e.g. if the goods do not match the description) or additional documentation required (e.g. the import licence is missing). This will be communicated to you by letter or by email, together with further instructions.
  • The goods are subject to import restrictions, so their importation is prohibited. In the worst case, your shipment may be returned to the sender or destroyed. This will be communicated to you by letter or by email, together with further instructions.
Important: If you have paid the import costs and customs seizes your shipment, you will not be able to get a refund of the import costs.
Can I pay my import fees using another method than online?
You can only pay import costs on shipments from outside the EU online via the My bpost app or via Track & Trace. If you have no experience with online payments, have someone close to you help you. If you have not paid after 14 days, your shipment will be returned to sender.
Can I recover my import costs?
If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation. You will be compensated up to the amount of the customs formalities if:
  • your shipment was sent with tracking (barcode that does not start with the letter “U”)
  • the sender has opened an investigation
  • the investigation makes it clear that the fault lies with bpost
Tips:
  • If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost.
  • Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.
I am liable for VAT. How can I reclaim my VAT?
If you want to reclaim your VAT, you need to enter your VAT number in Track & Trace or the My bpost app before paying the import costs. If you do not do this, or only after making payment, you cannot reclaim your VAT. Don't forget to submit your invoice with this VAT number when you file your tax declaration. Enter VAT number
Enter the barcode of your parcel into Track & Trace or the My bpost app. Provide us with your VAT number via the form above the payment button.
Why do I have to pay import costs for a barcode number I do not know?
In most cases an online shop or sender will let you know which barcode you can use to follow your shipment online. In some cases, items are shipped without tracking. Examples include small items that fit in an envelope (a small cable, accessories, etc.) If this shipment comes from outside the EU, it will go through the import procedure upon arrival in Belgium. This shipment without tracing receives a barcode that starts with the letter 'U'. This allows you to pay the import costs via the My bpost app or Track & Trace. Once the import procedure has been completed, the status of this barcode (which starts with 'U') will no longer change. It will become a shipment without tracking once again, until it is delivered to you. Please remain alert for suspicious messages. Are you expecting a shipment? Could the text message or email you received be phishing? To be sure, check the barcode in the My bpost app or via Track & Trace. You can also find photos of your shipment there. If a payment is requested there as well, you can be sure that the shipment is destined for you.
Do I have to pay import costs on my purchase via a European online shop?
If you purchase something within Europe, you do not have to pay any import costs on it. However, for some regions within the EU that are not part of the EU customs territory (e.g. the Canary Islands) you will have to pay import costs. Discover the areas in Europe that are an exception. Also keep in mind that some online shop ship their products directly from the country of origin. An online shop address that ends with an EU country code, such as .be, .nl or .fr, does not necessarily ship its goods from the EU. If the shipping address is outside the EU (e.g. the United Kingdom), you will have to pay import costs. Always check the sender address of your parcel when ordering items online.