6 questions
 for the keyword « Parcel damaged »
My parcel is damaged. Who should I contact: the original sender or bpost?
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 as the sender. It is best to do that via the online form at the bottom of this page.
How do I submit a complaint if my parcel is damaged?
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.
My parcel is damaged. Will I receive a new one? Am I entitled to a refund or compensation? Who must pay the return expenses?
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. Your can only submit a complaint to our Customer Care Centre as the original sender. It is best to do that via the online form at the bottom of this page.
Can I refuse the parcel from the postman if I see that it is damaged?
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.
Who is to blame for the damage to my parcel?
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.
Should I take photos of my damaged parcel?
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.