If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. Then contact our Customer Care Centre. If it is not clear where your parcel is, you should contact our customer service via the online form at the bottom of this page.

Sometimes a parcel is in transit for longer than expected. If the status of your Track & Trace has not changed more than 2 weeks after shipment you should contact our customer service, preferrably via the online form at the bottom of this page. This way you can immediately provide all the necessary information and documents to process your file.

You can follow your parcel online with Track & Trace or the My bpost app. If you have a bpost account, you can also follow your parcel in the bpost shipping tool. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or e-mail; they are also on the shipping receipt or Post Office receipt.

We deliver your parcel to the addressee the next workday in Belgium if you:

• place the parcel in the red mailbox before the last collection – make sure that your parcel can fit through the opening
• hand in the parcel during the opening hours of your Post Office, Post Point, Parcel Point or Parcel Box
• drop the parcel in a Parcel Locker before the last collection

• Ask the addressee if he/she looked in their letterbox or whether someone else has accepted the parcel.
• Ask the addressee whether the parcel was delivered to the neighbours or in a safe place, whether or not in accordance with his/her delivery preferences. If the addressee cannot find the parcel, please contact our customer service via the online form at the bottom of this page. This way you can immediately provide all the necessary information and documents to process your file.

Only you, as a sender, can open a file for this purpose.

Follow your parcel with Track & Trace or the My bpost app. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or e-mail; they are also on the shipping receipt or Post Office receipt.

If you want extra assurance, choose the shipping solution with confirmation of receipt. In that case, the receiver must give his/her name, signature and the date upon receipt. In the event of a dispute, this document is legally valid

bpost delivers the parcel based on the stated address. If your addressee no longer lives there, we register that the address is not correct or that the addressee no longer lives there. bpost sends the parcel back to you.

If you think that your parcel was wrongfully sent back to you, you can report this via the online form at the bottom of this page.

The delivery period of your parcel varies between 2 and 10 workdays depending on the foreign destination. If you want your parcel to be delivered faster, choose an express shipment. Express delivery periods are between 1 and 5 workdays.

You will have to add customs documents to parcels being sent to the United Kingdom as from 1 January 2021:

• CN23 document
• Original invoice or pro forma invoice and 3 copies
• Single Administrative Document if the shipment is worth more than €1000

There is a transition period until the end of 2020 so these are currently not required.

If the addressee refuses the parcel, the postman will bring it back to bpost and it will be sent back to you.

bpost has the right to open shipments:

• if they cannot be delivered to the addressee;
• and if the address of the sender is not on the parcel.

If we still cannot deliver the shipment to the addressee's address after opening it, then the parcel can be destroyed as from a certain period after it was sent:

• after 6 months for registered mail and shipments with a guarantee
• after 3 months for other shipments

After the aforementioned period has expired, valuables and valuable documents included in these shipments become property of the Belgian Treasury.

Once you have attached the shipping label to your parcel and placed it in one of bpost's Post Points, you can no longer edit the shipping details. Your addressee can edit his/her delivery preferences online or via the My bpost app (for all parcels or per parcel).

Your parcel is delivered the next workday in Belgium if you:

• place the parcel in the red mailbox before the last collection – make sure that your parcel can fit through the opening
• hand in the parcel during the opening hours of your Post Office, Post Point, Parcel Point or Parcel Box
• drop the parcel in a Parcel Locker before 16:00

If you want faster delivery, you should use Euro-Sprinters, bpost's courier service.

You can send a parcel to more than 220 countries:

• Regular shipment: the delivery period varies between 2 and 10 workdays.
• Express shipment: the delivery period varies between 1 and 5 workdays.

If customs holds your parcel, you will be notified. Some information is probably missing. To ensure that the addressee receives your parcel, he/she will have to provide that information and pay the fees.

As the sender, you don't pay customs fees. If you send a parcel to a country outside the European Union, then the addressee must pay import duties, VAT, any other fees, and fees for the customs formalities.

When customs releases the parcel, it is delivered to the addressee by the local postal service.

Customs has the right to open your parcel for clearance or if they suspect a crime or fraud.