Question 1

I only receive part of my mail or none at all. What can I do?

Accepted Answer

The mail delivery may be disrupted due to exceptional circumstances (a strike, illness or extreme weather conditions). In that case, we do all that we can to deliver your mail correctly and as quickly as possible.Do you have a contract with our Moving Department and you don't receive mail at your new address?&nbsp;Perhaps something has gone wrong with forwarding&nbsp;your mail or your contract with the Moving department has expired. Check this in the frequently asked questions about the Moving department.If there is another reason, your can report your incorrect postal delivery online, preferably via our online form.&nbsp;We will ask for your contact details so that we can inform the right employee and can deliver your mail correctly in the future.

Question 2

Can I follow my letter with Track & Trace?

Accepted Answer

Currently you cannot follow your letters and cards online with Track &amp; Trace. That is because thy don't have a unique reference number or barcode. You cannot follow priority and non-priority mail sent to destinations inside or outside Belgium.If your mail does have a barcode, for example a parcel or registered Mail, then you can follow it online with Track &amp; Trace.

Question 3

I receive someone else's mail. What can I do?

Accepted Answer

Is the address correct on the letters that you receive? bpost delivers shipments based on the address, not the name. We are required to deliver letters intended for your address to you. You no longer want to receive someone else's letters? Cross out the address, write on the envelope that this person no longer lives at this address, then place the letter in a red mailbox or in the mailbox at a Post Office. We will inform the sender.Is the address on the letters that you receive incorrect? We are sorry that our postman is delivering someone else's mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.&nbsp;

Question 4

My mail is being delivered, but not in my letterbox. What can I do?

Accepted Answer

We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form at the bottom of this page.&nbsp;We will ask for your contact details so that we can talk to the right postman about this.

Question 5

I received a letter from two months ago. How is that possible?

Accepted Answer

Such a delay is exceptional. We apologize for the inconvenience. Please call customer service if you wish to make a complaint.

Question 6

I didn’t receive my newspaper. What can I do?

Accepted Answer

If you haven’t received a newspaper in your letterbox, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation or extend your subscription. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.&nbsp;

Question 7

I received a letter that was already opened. How is that possible?

Accepted Answer

In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions):We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter.Our sorting machines damage the envelope. That happens occasionally to thick letters. In that case, the sender should choose a reinforced envelope or a parcel.If the sender wants to send an important letter, we advise him/her to use Registered Mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden.If you still think that your letter was wrongfully damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail. Read the General Terms and Conditions.

Question 8

My letter is damaged. What happened?

Accepted Answer

It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel.If the sender wants to send an important letter, we advise him/her to use registered mail. The addressee must sign for receipt. The sender can also choose a proof of receipt via text message or email. The sender can also insure the contents of the letter. Note: sending money is forbidden.If you still think that your letter was wrongly damaged, you can report this via the online form at the bottom of this page. Please note: only the sender can receive compensation for damaged mail.&nbsp;Read the General Terms and Conditions.

Question 9

I have a no-advertising sticker, but still receive unaddressed advertising. What can I do?

Accepted Answer

If you have a no-advertising sticker and you still receive unaddressed advertising, contact our Customer Care Centre. Take into account that bpost is not the only company to deliver free local papers.

Question 10

I didn’t receive my magazine. What can I do?

Accepted Answer

If you haven’t received your magazine in your letterbox, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation or extend your subscription. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.

Question 11

I received a damaged or incomplete newspaper. What can I do?

Accepted Answer

If you received a damaged or incomplete newspaper, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.

Question 12

I received my newspaper too late. What can I do?

Accepted Answer

If you receive your newspaper too late, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.&nbsp;

Question 13

I received my magazine too late. What can I do?

Accepted Answer

If you received your magazine too late, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.

Question 14

I received a damaged or incomplete magazine. What can I do?

Accepted Answer

If you received a damaged or incomplete magazine in your letterbox, it is best to contact the publisher directly. That way, your complaint will immediately be dealt with properly. The publisher can then offer compensation. Your complaint will also be forwarded to bpost automatically so that we can improve our service if necessary.

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