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