My parcel was delivered too late. What should I do?
We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
Receive a parcel
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My parcel arrived too late. What should I do?
We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
Receive a parcel
184
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If the status of your your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then you can ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation quickly.
Parcel 'does not move'
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My parcel has been in transit for longer than expected. What should I do?
Wait a bit longer. If the status of your parcel has not changed for more than 5 workdays, we advise you to contact the sender. The sender will look for a solution together with bpost. Only the sender of your parcel can submit a complaint for non-delivery. If you are the sender, please contact our customer service via the online form at the bottom of this page. This way you can immediately provide all the necessary information and documents to process your file.
Parcel 'does not move'
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When will my parcel be delivered?
We try to deliver all national parcels the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app. The stated time slot is an indication; 95% of the parcels are delivered within this time slot.
Follow my parcel
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Customer service
Return a parcel
Parcel damaged
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.