There are several possible reasons. 1. Parcel ordered with a different email address Perhaps the parcel was ordered with a different email address than the address listed in MyPreferences. Tip: Enter all the email addresses that you use to order parcels via MyPreferences. 2. No email address received from the sender It is also possible that the sender did not communicate your email address to us. In that case, we cannot link your delivery preference to the parcel. If we do not know your email address and you are not home at the time of delivery, your parcel will go to a Pick-up point in the neighbourhood. Tip: Check your profile in MyPreferences

• A green “V” appears next to your address if your account is validated (10 days after creation).
• Check that your address is correct.
• Add the names that your use to order parcels.

3. The type of parcel prevented us from delivering according to your delivery preference Delivery to your safe place or a neighbour is not possible if:

• Parcels must be paid upon delivery (e.g. a vehicle number plate).
• Parcels that were sent as registered mail. We can only hand over registered mail on presentation of your ID card. Such parcels have a barcode that starts with an 'R'.

Delivery to a Parcel Locker is not possible:

• If the parcel is too large or too heavy; in that case, it will be sent to a different Pick-up point.

Your parcel fits in your letterbox:

• In the event of direct delivery to a Pick-up point, the postman tries to deliver your parcel in your letterbox first.

Tip: Check Track & Trace to see if the delivery preferences for your parcel are applicable. 4. Your chosen delivery preference prevented us from delivering your parcel

• Your safe place did not meet the conditions (not safe, accessible and/or dry).
• The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it.
• Your chosen Pick-up point or Parcel Locker was temporarily unavailable at the time of delivery (e.g.: Parcel Locker full, Post Point closed for holidays).

If you think there is a different reason, you can report this via our online form at the bottom of this page.

There can be three reasons for this. 1. Your profile is not complete. Your delivery preferences are linked to the e-mail address that you entered in your 'MyPreferences' account or the My bpost app. Check which e-mail address you used to order your parcel. Enter all the e-mail addresses that you use to order parcels in your account. It is also possible that the sender did not communicate your e-mail address to us. Unless you did not agree to it, after 10 days we link your delivery preference to the name or the address that is on your parcel. They must be identical to your name and the address in your account. Tip: check your profile. A green “V” appears next to your address if your account is validated. Check that your address is correct and add all names that your use to order parcels. 2. Your preferences are not valid for this type of parcel. Parcels that we cannot deliver to a safe place or leave with a neighbour:

• Parcels that were sent as registered mail. We can only hand over registered mail on presentation of your ID card. Such parcels have a barcode that starts with an 'R'.
• Parcels with 'payment upon delivery'

Parcels that we cannot deliver to a Parcel Locker. If your parcel is too large or too heavy, we send it to a different Pick-up Point. 3. There was something wrong with your chosen preference.

• Your safe place was not safe enough, not accessible and/or not dry enough.
• The postman could not deliver your parcel to a neighbour because he/she was not at home or did not accept it.
• Your Pick-up Point or Parcel Locker was temporarily not available when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.

Tip: if you notice that this happens regularly, modify your delivery preferences. If something went wrong and we did not execute your delivery preferences correctly, then you can report this to the customer service, preferably using the online form at the bottom of this page.

Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel. If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page. Please note that in some cases we can't deliver to your safe place. Discover in which cases.

The postman only delivers your parcel directly to a Pick-Up Point if you set this under My Delivery Preferences. If you didn't set this preference, the postma will always pass by your home address first.

There can be several reasons why your parcel was not delivered to a neighbour:

• The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it
• Your parcel is a shipment with payment upon delivery
• Your parcel is a registered mail
• Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home.
• The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days.

If you do not think that the above mentioned reasons are the cause, you can report this via the online form at the bottom of this page.