Question 1

Why hasn't my international shipment been delivered?

Accepted Answer

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 &amp; Trace.&nbsp;This period is based on previous shipments coming from this country.&nbsp;My parcel comes from inside the European Unionhere 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 shopThe value of your shipmentIf you did not pay any VAT in advance or your shipment is worth more than €150, the bpost customs clearance service&nbsp;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.

Question 2

Do I have to pay import costs on gifts from outside the EU?

Accepted Answer

On gifts from family or friends from outside the EU, customs charges import costs&nbsp;if the shipment does not meet all the&nbsp;requirements of a gift.&nbsp;If you believe that your shipment does meet these conditions, you can dispute these costs and apply for an exemption. You can do this after you have received a letter or request for payment.I have received a letter to provide the proof of valueAsk the sender to send you an email confirming:the contents of the shipmentthe value (in €) of the shipmentthat your shipment is a giftYou can then upload this email as proof via the online form.&nbsp;To do so, follow the instructions in the letter.I have received an invitation to pay the import costsAsk the sender to send you an email confirming:the contents of the shipmentthe value (in €) of the shipmentthat your shipment is a giftThen, enter your barcode and postal code via Track &amp; Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this online form as proof.Please note:&nbsp;Customs carries out checks on the value of shipments. A fine may be imposed in the event of an erroneous declaration.&nbsp;Upload the sender's email to this form as proof.

Question 3

What should I do if my parcel cannot be cleared because insufficient information is provided?

Accepted Answer

If your parcel cannot be cleared because insufficient information is provided, you will be asked to upload the missing documents with the relevant bpost form.bpost form in FR: Documents de douane relatifs aux envois internationauxbpost form in NL: Douanedocumenten bij internationale zendingenThe sooner we receive this information, the sooner your parcel will be cleared through customs.You will receive this request by email, text message or as a push notification in the My bpost app. If you do not respond or bpost does not have your relevant contact details you will be sent a letter.You will also find the request for information and the link to the form in the My bpost app or Track &amp; Trace.&nbsp;These documents are required for parcels to clear customs:For purchases: an invoice/proof of payment stating the contents and the value.For gifts: an email from the sender stating the contents of the shipment, the value (up to €45) and the fact that it is a gift.For special authorisations or exemptions: the certificate date and number.For diplomatic exemptions: an 136F form completed in full and validated, uploaded online and original sent by mail.For business purchases when subject to VAT: an EORI number and a VAT number (if you have a licence to defer VAT payments on imports, you must state the ET 14000 licence number).If you do not respond to this request for additional information within 14 days we will return your parcel to the sender.Charges may be payable to clear your parcel through customs. Customs duties, VAT and all other possible charges (such as anti-dumping duties and environmental duties) are calculated based on the information you provide. As the addressee, you will receive a request by email, text message, push notification or letter to pay any import charges. You must settle these charges in the My bpost app or Track &amp; Trace before delivery.

Question 4

How can I follow my parcel that comes from abroad?

Accepted Answer

You can follow your parcel outside Belgium with Track &amp; Trace. bpost relies on its international partners for the Track &amp; 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 &amp; Trace and the My bpost app.Tip: You can also follow your parcel with the Track &amp; 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 &amp; Trace of the foreign postal service.Please note: If your barcode starts with the letter ‘U’, you cannot track your shipment. This barcode is only used to facilitate the import procedure and present the shipment to Belgian customs. After the shipment is released, it will be handed over to bpost without further tracking.

Question 5

My parcel is from outside the EU. What process does it have to go through before I can receive it?

Accepted Answer

When a parcel from outside the European Union arrives in Belgium, it is handed over to the bpost customs clearance service, which prepares it for customs clearance. The process is as follows:1. Clearance of the parcelIf VAT on your parcel has been paid in advance via the webshop, it will be immediately handed over to customs. If not, it will be cleared through customs first. This includes the calculation of customs duties, VAT and any other fees (like anti-dumping duties and environmental duties). As of July 1, 2021, this applies to all shipments, regardless of their value.&nbsp;More information about the customs rules.As the recipient, you must pay these import costs in advance via the My bpost app or via Track &amp; Trace. You will receive an email, text message or letter with a payment invitation.2. Security checkCustoms 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. If so, your parcel is cleared and will be released.3. Delivery of the parcelAs soon as customs clears the goods, bpost takes care of delivery. Bear in mind that the whole process can take several days. You can track the status of your parcel via Track &amp; Trace. You will be notified if any further formalities need to be completed.&nbsp;

Question 6

Can I pay my import costs using another method than online?

Accepted Answer

Import costs on shipments from outside the EU are preferably paid online via the My bpost app or via Track &amp; Trace. If you have no experience with online payments, have someone close to you help you. If you have not paid after 14 days, our shipment will be returned to the sender.If you are unable to pay online, you can, exceptionally, make your payment at a Post Office. Your shipment will be released and sent afterwards by the customs clearance service. You will not receive it immediately.

Question 7

My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?

Accepted Answer

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&nbsp;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 &amp; Trace. In that case, your parcel will automatically be returned to sender.

Question 8

Does my parcel have to go through customs if it comes from the European Union?

Accepted Answer

In principle, parcels that you receive from a sender within the European Union do not have to go through customs. However, Belgian customs can screen these shipments exceptionally.Some regions of the EU are subject to customs duties and VAT. This is because they are not part of the customs territory of the EU, even though they are part of the geographical territory of the EU (e.g., the Canary Islands).Always check the country of origin of your parcel. Something you order from a European webshop can also come from outside the European Union. In that case, you will have to pay any customs charges in advance via the My bpost app or via Track &amp; Trace. You can always refuse these extra costs. Your parcel will then be returned to the sender.

Question 9

Why do I have to pay import costs for a barcode number I do not know?

Accepted Answer

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 &amp; 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 &amp; 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.

Question 10

Why do I need to provide an invoice during the import procedure of my parcel?

Accepted Answer

Upon arrival in Belgium, the value of the contents of your shipment must be known. This value is determined based on the invoice. Without this information, the required VAT and customs duties cannot be calculated and the shipment cannot be delivered. You will be asked to provide an invoice via Track &amp; Trace.If your shipment is a gift and the value cannot be determined, you must be able to prove that it is a shipment between two private individuals (without the intervention of a sales platform like eBay). An estimate of the value of the goods is also required. Proof by email or a signed document is sufficient.If you do not provide the requested information within the requested period, the shipment cannot be delivered and it will be returned to the sender.

Question 11

Do I have to pay import costs on my purchase via a European online shop?

Accepted Answer

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.

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11 questions for the keyword « Follow my parcel »

Download My bpost app

11 questions
for the keyword « Follow my parcel »