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.

As soon as you have received the barcode of your parcel, you can follow your parcel online with Track & Trace and the My bpost app. Sometimes we only receive the barcode from the sender at a later moment in time. As a result, you cannot follow your parcel with Track & Trace. In that case, try again later.

This means that the sender has indicated that he/she wants to send your parcel with bpost. Your parcel is still at the sender's address. If this remains unchanged for a while, you should contact the sender for more details.

bpost returns your parcel to the sender in the following cases:

• If the sender entered an incorrect address for the Parcel Locker.
• If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel.
• If you didn't remove your parcel from the Parcel Locker after 5 calendar days.

Contact the sender to be able to receive your parcel.

In that case, contact the sender of your parcel and ask for the barcode. Without a barcode, we cannot follow your parcel with Track & Trace.

ou may receive an email or text message that appears to be from bpost. It might look real, but it was not sent by us. These emails or texts are fraudulent messages, also known as phishing, sent by scammers. The following tips will help you recognize phishing and will inform you about what to do with these types of messages.

Do not believe every text message or e-mail and don't just enter your personal details

First of all, ask yourself whether you are expecting a parcel. For shipments within the EU, bpost will never ask you to pay when your parcel is in transit (e.g. to avoid extra costs), or to provide personal information by e-mail or text message. Furthermore, bpost will never threaten to send a bailiff if you don't pay for your parcel.

Only enter personal details if you are 100% sure that you are dealing with bpost. We will never ask you for personal information via e-mail or text message.

Check the web address

A fraudulent email or text message usually contains a link or button that goes to an untrustworthy website. You can check the URL by hovering over the link with your mouse. The web address will then appear at the bottom left of your browser. If you do not recognize the address immediately, do not click the link.

Help prevent phishing

Forward suspicious messages to suspicious@safeonweb.be. This way, you will help prevent others from becoming victims of scammers.

Your parcel will only be returned to the sender if you do not collect it at the Pick-up point within 14 calendar days.

Tip: you can also have someone else pick up your parcel at a Pick-up point. Anyone who can present the barcode of your parcel (see confirmation email or the My bpost app), can pick up your parcel at a Pick-up point.

You can remove your parcel from a Parcel Locker by scanning the barcode that you received via the My bpost app or email. If you chose direct delivery to a Parcel Locker, you will also receive a QR code and 6-digit code that can be used to pick up your parcel. Scan or enter your code and the door of the locker that contains your parcel will spring open. Remove your parcel and close the locker door.

There can be different reasons why your parcel was not delivered to a Parcel Locker:

• The Parcel Locker was full or out of order due to a technical breakdown.
• Your parcel was too heavy or too large for delivery to a Parcel Locker.
• Some parcels cannot be delivered to a Parcel Locker; these include Registered Mail (signature required) and parcels that require payment upon delivery.

If we cannot deliver your parcel to a Parcel Locker, we will deliver it to a different Pick-Up Point close by. You will be informed with Track & Trace and the My bpost app.

Based on your parcel's barcode number, you can check the name and address of the sender with Track & Trace and the My bpost app.

Check if our email is in your spam folder. It's not in your spam folder? Contact a Parcel Locker Manager on 02 320 23 90.

Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.

Regrettably, that is not possible.

A shipment that requires payment upon delivery can be paid for in two ways at a Pick-up point: cash and with debit or credit card.

Anyone who brings the confirmation email with the barcode or the failed delivery notice can pick up your parcel at a Pick-up point.

In the case of registered mail

You can pick up your registered mail at a Pick-up point after showing your ID card and the failed delivery notice that you received in the letterbox.

You recognise national registered mail by the barcode (starts with '010'). International registered mail is preceded by the letter 'R'.

It's possible that a parcel was incorrectly announced by the sender. Ignore the email if you are not expecting a parcel from this sender.

As soon as your parcel is delivered to the Parcel Locker, you have 5 calendar days to pick it up (no extension possible). We return the parcel to the sender on the sixth day.

No, regrettably that is not possible.

In that case, you should contact a Parcel Locker Manager on 02 320 23 90.

Anyone can pick up your parcel. He or she must have the barcode, 6-digit code or the QR code that you received via email or in the My bpost app.

Regrettably, this is not possible. Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.

In that case, enter the 6-digit code that you see on your email, My bpost app or text message into the Parcel Locker screen.

I am the recipient

If you are the recipient of the package, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund). If you have received a damaged package, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents.

I am the sender

If you are the sender of the parcel, 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, your complaint must be submitted to us within 7 calendar days.