Question 1

How can I submit a complaint if my parcel for a foreign address is damaged or lost?

Accepted Answer

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier.In case of damage, your complaint must be submitted to bpost within 7 calendar days.In case of loss abroad, we will start an investigation if your parcel does not receive a status change after:at least 5 workdays for shipments to a neighbouring countryat least 10 workdays for the United Kingdom and all other countries

Question 2

How do I get my money if my parcel is lost or damaged during shipment with payment upon delivery?

Accepted Answer

For a parcel with the 'payment on delivery' option, you benefit from a guarantee consisting of a contribution up to 500 euro for goods and 15 euro for documents.If you would like to apply for a compensation, it is best to 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. In case of damage, the complaint must be submitted within 7 calendar days.

Question 3

I purchased a guarantee for my parcel. When will I be refunded in the event of damage or loss?

Accepted Answer

That depends from case to case. If your parcel is lost or damaged and you would like to file a claim for a compensation, it is best to 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. In case of damage, the complaint must be submitted within 7 calendar days.

Question 4

Which compensation will I receive if my parcel is stolen, lost or damaged?

Accepted Answer

If your parcel gets lost or is damaged, then the compensation depends on the chosen option:Light parcels (up to 2 kg) without option 'declared value': no compensationLight parcels (up to 2 kg) with option 'declared value': you are compensated in accordance with the amount of the declared value.Parcels up to 30 kg: you receive compensation for the actual damage. That compensation is maximum 40 SDR per parcel. SDR stands for special drawing rights, a unit for international exchanges. 1 SDR = 1.2454 eur. Added to that amount are postage fees and 4.5 SDR per kg.If you would like to apply for a compensation, it is best to 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. In case of damage, the complaint must be submitted within 7 calendar days.

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4 questions for the keyword « Parcel damaged »

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4 questions
for the keyword « Parcel damaged »