22 questions
 for the keyword « How does it work? »
What if my return shipment gets lost?
In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:
  • there is a return label in your parcel
  • you refused the parcel
  • the parcel could not be delivered to you
If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
Can I hand in my return shipment at a Post Office or Post Point, give it to the postman or leave it in a Parcel Locker?
The postman cannot take your return shipment. You can hand it in at a Post Office, Post Point or Parcel Point. The longest side of your parcel can be maximum 1.5 m long, and the total length (1 x length + 2 x width + 2 x height) can be maximum 3 m. You can also leave it in a parcel locker. In that case, it can be maximum 42 x 31 x 58 cm. If desired, we can also come and collect your return shipment. In that case, your parcel can weigh maximum 30 kg. The longest side can be maximum 1.5 m long, and the total length maximum 3 m. The price of a pick-up depends on where we must collect your parcel. You can request a pick-up or "collect" online or by phone on the number 02 278 50 44. If you request a pick-up online before 11:30 or by phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. Find a Post Point
How much does it cost to return a parcel?
If the original sender offers you the option to return your parcel, then you have two options:
  • The return shipment is free.
  • The return shipment is not free. Either you must pay part of the costs yourself in the Post Office or Post Point where you turn in your return shipment, or the original sender deducts a small return fee from the amount that he refunds.
If the original sender does not offer any return options, then you must send your parcel as a regular shipment. In that case, the price of your parcel depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.
Where do I find the return label for my return shipment?
If the original sender offers you the possibility to return your parcel, then there are three possibilities:
  • The return label is in the parcel.
  • You download the return label from the sender's online shop and print it at home.
  • Some senders allow you to have the return label printed in the Post Office or Post Point where you send the parcel back.
If the original sender does not offer any return options, then you must create and purchase a shipping label.
Does bpost also handle my return via couriers like DHL, Mondial Relay and DPD?
bpost also delivers parcels for DHL in Belgium. You must attach a valid DHL shipping label on your return shipment. Your parcel will be delivered to the original sender by DHL. A parcel that is delivered by a different postal service can always be sent back with bpost. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail. The price depends on the weight, the size and the destination. Use our online tool to calculate the price of your parcel. One of our partners is responsible for the delivery of your return shipment outside Belgium.
How long is a return shipment in transit?
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel
How should I return a parcel?
You have two options. The original sender provided a return label:
  • Attach the return label to the box.
  • Bring the parcel to a bpost Post Office, Post Point, Parcel Point or Parcel Locker or have it picked up.
The original sender did not provide a return label:
  •  Purchase a shipping label online, via our eShop, or in a Post Office, Post Point or Parcel Point. The price depends on the weight and size of your parcel and the destination.
  • Attach the shipping label to the box then bring the parcel to bpost or have it picked up.
If you know that you will send the parcel back, even before it is delivered, then refuse it at the door. We will return it to the original sender.
Will bpost pick up my parcel?
If desired, we will pick up your return shipment at your home. The price for the ‘Pick-up on demand’ service depends on where we must pick up your parcel. You request a pick-up or "collect" online. If you request a pick-up online before 11:30 or via phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. You can have multiple parcels picked up simultaneously: maximum 1.5 m³ and 500 kg per pick-up. Each parcel can weigh maximum 30 kg.
I received a parcel from UPS. Can bpost help me with the return shipment?
You can always return your parcel with bpost, even if it was delivered by a different postal service. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail. The price depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.
How do I arrange a return outside Belgium? Do I have to pay customs fees?
ou only need to attach a shipping label on a parcel that you return to a country within the EU. For a parcel that you return to a country outside the EU, you must also provide customs documents. If the original sender doesn't provide a return label, then you can purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You do not have to pay any customs fees. Only the receiver of your parcel must pay customs fees, and only for return shipments outside the EU. Contact the original sender to see if he/she offers return options whereby he/she doesn't have to pay customs fees. If he/she does not have such an option, then he/she pays the customs fees that are applicable in his/her country. The customs documents for a return shipment to a country outside the EU:
  • The CN23 part of the shipping label or a CN23 document. That indicates what is in your parcel. You attach the label on the box.
  • The original invoice or pro forma invoice and 3 copies.
  • If the shipment is worth more than €1000, then you must also attach a Single Administrative Document.
The website where I ordered my parcel says 'free returns', but bpost is still charging shipping fees. Why is that?
If the counter clerk at your Post Office or Post Point asks you to pay, then the return shipment is not free. Read the terms and conditions for returning parcels on the website of the online shop. Your return shipment is probably an exception to the free returns policy.
There is already a return label in the parcel that I want to send back. Should I use that label?
If there is a return label in your parcel, then you should use it. That usually means that you can send back your return shipment for free. If you want to be sure, check the website of the original sender.
What is a return shipment?
A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations. You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel. Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels. Discover how to send your parcel back  Send your parcel
Should I purchase a mailing label in the Post Office or online?
You can purchase a shipping label on our website, in our eShop or in a Post Office, Post Point or Parcel Point. You can create your shipping label on our website then print it. That is the cheapest. If you need more than one shipping label, then purchasing them via our website is the most economical.
Is a return label the same as a mailing label?
If the online shop provides a label for sending your order back, it is called a return label. If you must purchase a label on our website or in our eShop, a Post Office, Post Point or Parcel Point, it is called a shipping label.
What is the safest way to send my parcel back?
Make your mailing label online. You can choose two options:
  • Guarantee and signature
    With this additional guarantee your parcel is protected against damage and loss, and the postman asks the recipient to sign for receipt.
     
  • Proof of Delivery
    You get a text message or e-mail regarding the status of your parcel:
    • When the parcel is delivered.
    • When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point.
    • When the addressee has not collected it from the Post Office or Post Point.
For more information about return shipments – the address and the refund – you should check the website of the seller.
Read the return instructions on the website of the online shop. That's where you'll find the address where you should send your parcel and how the refund is organised.
There is no return label in my parcel. Can I have the return shipment paid for by the original sender?
You must ask the original sender of your parcel about that. If he/she is willing to do that, then ask him/her to create the return label online and e-mail it to you.
What is the cheapest way to send a parcel back?
If the original sender provides a return label, then you can send your return shipment back for free or almost for free. If the original sender doesn't provide a return label, then you must create a shipping label. The cheapest way to do that is online.
Can I add an extra option to my return shipment, for example a Proof of Delivery?
That is possible if you purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point.
I have a return label but I still have to pay for my shipment. How is that possible?
The original sender of your parcel determines the return terms and conditions. You might have to pay for part of the return shipment. Always check the return terms and conditions on the website of the original sender in advance, or contact the original sender.
Should I inform the online shop that I will be returning the parcel? Or will bpost inform them?
Be sure to check the website of the online shop to see what their guidelines are regarding returning parcels. As soon as we have received your return shipment, the online shop will receive a message from us that a return shipment is in transit.