Question 1

My parcel is damaged. Who should Icontact: the original sender or bpost?

Accepted Answer

If your parcel is damaged upon delivery, then contact the original sender within 7 days of receiving your parcel. You can only submit a complaint to our customer service&nbsp;as the sender. It is best to do that via the online form at the bottom of this page.

Question 2

How do I submit a complaint if my parcel is damaged?

Accepted Answer

If you notice that the contents of your parcel are damaged, then contact the original sender within 7 days of receipt. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution.Only the original sender of your parcel can submit a complaint to bpost.

Question 3

Can I refuse the parcel from the postman if I see that it is damaged?

Accepted Answer

If you see that your parcel is damaged, it's best to refuse it at the door. We will send it back to the original sender.

Question 4

Who is to blame for the damage to my parcel?

Accepted Answer

We are sorry to hear that your parcel is damaged. If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.If you notice the damaged contents later, contact the original sender within 7 days of receiving your parcel. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution.Only the original sender can submit a complaint to bpost.

Question 5

Should I take photos of my damaged parcel?

Accepted Answer

If you only noticed that your parcel is damaged after receiving it, contact the sender within 7 days. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution.Only the original sender of your parcel can submit a complaint to bpost.