Frequently asked questions
Receive a parcel
Delivery preferences
Follow my parcel
Delivery to my home
Delivery to a Pick-up point
Delivery to a Parcel Locker
Foreign parcel
Something has gone wrong
115 questions
 for the keyword « Receive a parcel »
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
When can I follow my parcel with Track & Trace?
I won’t be home. How do I set my delivery preferences?
When will my national parcel be delivered within Belgium?
How can I submit a complaint if my parcel is lost or damaged?
My parcel has been in transit for longer than expected. What should I do?
How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?
Why hasn't my international shipment been delivered?
Why was my parcel not delivered according to my preference?
Why should I contact the sender if my parcel has not been delivered?
My parcel remains 'in preparation'. What does this mean and what can I do?
Do I have to pay import costs on gifts from outside the EU?
The postman didn't ring the doorbell. What can I do?
My parcel was not delivered according to my delivery preferences. What should I do?
I was home but the postman didn't ring my doorbell. How can I report this?
What if my parcel doesn't have the necessary information to perform clearance?
I am expecting a parcel, but have not received a barcode. What do I do now?
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
My parcel is lost. What do I do now?
I received a suspicious text message or email, allegedly from bpost. What should I do?
My parcel was not in the Pick-up point. What should I do?
How do I know who is the sender of my parcel?
How do I know whether a webshop applies the VAT rules (and is therefore IOSS registered)?
My parcel is from outside the EU. What process does it have to go through before I can receive it?
My parcel should have been delivered to my home address, but was sent back to the sender. Why, and can I still collect it?
How to get a parcel out of the Parcel Locker?
How can I follow my parcel that comes from abroad?
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
Why can't I choose a certain Pick-up point as my delivery preference?
I was not home when the postman passed by. Where is my parcel now?
My parcel was delivered too late. What should I do?
I cannot find my parcel in my safe place. What do I do now?
Why should I contact the sender if my parcel is damaged?
How long will my parcel remain available at the Pick-up point?
Until how long before delivery can I change my delivery preferences?
Why do I have to pay 'fees for customs formalities'?
Which mail or shipments does bpost deliver on Saturday and Sunday?
Why wasn't my parcel delivered to a Parcel Locker?
I didn't receive a QR code. What do I do now?
I did not receive a failed delivery notice. How can I collect my shipment?
How are import costs calculated?
How can I avoid paying import costs?
Why didn't the postman pass by my home address first?
Can I phone the postman or follow his route online in order to receive my missed parcel?
When does a parcel pass through customs?
My parcel is not at the Pick-up point or in the Parcel Locker. What now?
What if I am not at home when the postman delivers my parcel?
I disagree with the import costs. What can I do?
Can my parcel be delivered to my neighbour or a safe place?
My delivery address is wrong in Track & Trace. What should I do?
My parcel is damaged. What do I do now?
How can I follow my parcel online and how do I know when it arrives at the sender's address?
I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?
How can I pay the import costs?
My parcel arrived too late. What should I do?
Who can pick up my shipment at the Pick-up point?
Can I have my parcel transferred to a different Pick-Up Point?
How and when will I be informed that my parcel is being delivered?
How can I pay for a parcel that I pick up at a Pick-up point?
Which delivery preference can I choose if I am not home?
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
I have sent my parcel via the parcel locker, but I did not receive a confirmation e-mail. What do I do now?
Do my delivery preferences apply to all parcels or can I set them separately for each parcel?
How long will my parcel remain available in a Parcel Locker?
What does a barcode look like and where can I find it?
Can the postman pass by again to deliver my parcel or registered mail?
I am not expecting a parcel. Why did I receive an email?
I wanted to pick up my parcel, but the wrong parcel was in the parcel locker
What does delivery to a safe place mean?
How do I know when I can collect my parcel?
Can I request to have my parcel kept at a Pick-up point for longer than normal?
Which webshops offer the Parcel Locker as a delivery method
Can I change the time of delivery?
I just missed my parcel. Can the postman pass by again today?
How can someone else collect my parcel from a Parcel Locker?
Who can take my parcel out of a Parcel Locker?
My QR code is not legible via my smartphone; what should I do?
There is another parcel in the Parcel Locker. Now what?
Do I need to have the My bpost app to be able to use a Parcel Locker?
The door of the Parcel Locker does not want to open. Now what?
My parcel could not be delivered to my home. Where and when can I pick it up?
Will import costs be refunded if something goes wrong with customs or delivery?
I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?
What is the difference between a Parcel Locker with and without a screen?
The parcel I ordered is not in the My bpost app, now what?
Can I choose to which type of Parcel Locker my parcel will be delivered?
Can I have my parcel transferred to a different Pick-up point?
Should I print the QR code I have received via e-mail or in the My bpost app?
Do my delivery preferences apply for all occupants at my house number?
Can I pay my import costs using another method than online?
I get the error message "your smartphone could not connect". Now what?
What can the result of a customs check be?
Why can't I list my work address as a delivery option under MyPreferences?
Why wasn't my parcel delivered to a neighbour?
Can I recover my import costs?
I am liable for VAT. How can I reclaim my VAT?
What is the maximum amount that I can pay to the postman with an app?
Why do I have to pay for the import of a shipment?
Who can accept my shipment?
Which apps can I use to make a mobile payment for my parcel?
Why has the payment of my import costs failed?
Can I also list friends or family members who live a bit further away as my neighbours?
Why will the postman be passing by a second time after leaving a failed delivery notice?
Why are there customs checks on my parcel?
I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?
My parcel is on its way. Can I still change the delivery address?
Why do I have to pay import costs for a barcode number I do not know?
I’ve forgotten my email address for MyPreferences. What should I do?
Do I have to pay import costs on my purchase via a European online shop?
Does my parcel have to go through customs if it comes from the European Union?
Why do I need to provide an invoice during the import procedure of my parcel?
What is the most sustainable way to receive a parcel?
What are the advantages of having a parcel delivered to a Pick-up point?