Question 1

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?

Accepted Answer

Yes, you can, as long as your return is arranged through bpost. Depending on the Drop-off point, you will need to take into account the dimensions of your parcel.Delivery of your return shipment to a Post Office or Post PointIf you deliver your return shipment to a Post Office or Post Point, the longest side of your parcel may not exceed 1.5 m in length and the total length (1 x length + 2 x width + 2 x height) may not exceed 3 m.Delivery of your return shipment in a Parcel LockerIf you are delivering your return shipment to a Parcel Locker, please note the following maximum dimensions: 42 x 31 x 58 cm.Delivery to the postmanYou can also hand over your return to the postman when he delivers a parcel. Make sure your return is ready for shipment, with the return label attached, and weighs no more than 30 kg. That way it can be handed over immediately. Please note that the postman may refuse your parcel if it does not meet the conditions, or if he is unable to take it with him safely.Have a return shipment picked upIf you wish, we can come and collect your return. Your parcel may weigh up to 30 kg. The longest side may also be no more than 1.5 m long and the total length (1 x length + 2 x width + 2 x height) no more than 3 m. The rate for a pick-up depends on where we have to pick up your parcel.You can request a pick-up online or by calling 02 278 50 44.If you request a pick-up online before 11.30 am or by phone before noon, the postman will come and collect your parcel(s) the same day between noon and 5 pm. If you contact us later during the day, he will come the next working day.Stick a bpost shipping label on each parcel. That label is not included in the price of the collection on request.Find a Drop-off point

Question 2

What if my return shipment gets lost?

Accepted Answer

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 parcelyou refused the parcelthe parcel could not be delivered to youIf 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.

Question 3

Does bpost also handle my return via couriers like DHL, Mondial Relay and DPD?

Accepted Answer

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.

Question 4

How should I return a parcel?

Accepted Answer

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, give it to the postman when he delivers you a parcel or have it picked up.The original sender did not provide a return label:&nbsp;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.

Question 5

How much does it cost to return a parcel?

Accepted Answer

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.

Question 6

Where do I find the return label for my return shipment?

Accepted Answer

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.

Question 7

Will bpost pick up my parcel?

Accepted Answer

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.

Question 8

How long is a return shipment in transit?

Accepted Answer

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 &amp; Trace or the My bpost app.Follow your parcel

Question 9

What are the conditions for giving my parcel to the postman?

Accepted Answer

To send or return your parcel with the postman, the following conditions apply:&nbsp;The postman must first deliver a parcel to your home address. You can't just leave it ready at the door or approach the postman in the street.Your parcel cannot weigh more than 30 kg.You are allowed to give the postman maximum 2 parcels per visit.Your parcel must be ready for shipping with a shipping or return label from bpost on it.Keep in mind that the postman can refuse your parcel if it does not meet the conditions or if they cannot transport the parcel safely.

Question 10

I received a parcel from UPS. Can bpost help me with the return shipment?

Accepted Answer

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.

Question 11

How to send or return my parcel through the postman?

Accepted Answer

When the postman rings your doorbell to deliver a parcel, you can also give him another parcel that you want to send. This is handy if you want to return a parcel to a webshop, for example. There are, however, a few conditions before you can hand your parcel to the postman:Your parcel must be ready for shipmen with the shipping or return label attached.Your parcel cannot weigh more than 30 kg.The postman will only accept your parcel if he needs to deliver another one to your address, so you can't just leave it next to your letterbox.Bear in mind that the postman can refuse your parcel if it does not meet the conditions, or if he cannot take it with him safely.

Question 12

How do I arrange a return outside Belgium? Do I have to pay customs fees?

Accepted Answer

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.

Question 13

What is a return shipment?

Accepted Answer

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&nbsp;Send your parcel

Question 14

The website where I ordered my parcel says 'free returns', but bpost is still charging shipping fees. Why is that?

Accepted Answer

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.

Question 15

Is a return label the same as a mailing label?

Accepted Answer

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.

Question 16

What is the safest way to send my parcel back?

Accepted Answer

You can also choose an additional guarantee and signature. This protects you against damage or loss up to €500. Or you can choose a receipt if you want to receive a message as soon as your parcel has been delivered.Guarantee and signatureWith this additional guarantee your parcel is protected against damage and loss, and the postman asks the recipient to sign for receipt.Proof of DeliveryYou 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.You can easily create your shipping label online. Print it out and bring your parcel with the label on it to a Drop-off point or give it to the postman.

Question 17

There is already a return label in the parcel that I want to send back. Should I use that label?

Accepted Answer

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.

Question 18

Should I purchase a mailing label in the Post Office or online?

Accepted Answer

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.

Question 19

What is the cheapest way to send a parcel back?

Accepted Answer

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.

Question 20

There is no return label in my parcel. Can I have the return shipment paid for by the original sender?

Accepted Answer

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.

Question 21

For more information about return shipments – the address and the refund – you should check the website of the seller.

Accepted Answer

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.

Question 22

I have a return label but I still have to pay for my shipment. How is that possible?

Accepted Answer

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.

Question 23

Should I inform the online shop that I will be returning the parcel? Or will bpost inform them?

Accepted Answer

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.

Question 24

Can I add an extra option to my return shipment, for example a Proof of Delivery?

Accepted Answer

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.

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