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
114 questions
 for the keyword « Receive a parcel »
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
When can I follow my parcel with Track & Trace?
I was notified that my parcel was delivered, but I didn't receive anything. What should I do?
When will my national parcel be delivered within Belgium?
How do I set my delivery preferences?
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 package is damaged or lost, or hasn’t been delivered?
Why hasn't my international shipment been delivered?
Why should I contact the sender if my parcel has not been delivered?
Why was my parcel not delivered according to my preference?
My parcel is still in preparation at the sender's address. 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?
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
I am expecting a parcel, but have not received a barcode. What do I do now?
I was home but the postman didn't ring my doorbell. How can I report this?
Why am I being charged VAT a second time on my shipment?
My parcel was not delivered according to my delivery preferences. What should I do?
My parcel was not in the Pick-up point. What should I do?
My parcel is lost. What do I do now?
I received a suspicious text message or email, allegedly from bpost. What should I do?
How can I recognise an IOSS registered webshop?
How does a delivery from outside the European Union work?
How do I know who is the sender of my parcel?
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?
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?
How to get a parcel out of the Parcel Locker?
Why do I have to pay 'fees for customs formalities'?
Why should I contact the sender if my parcel is damaged?
I was not home when the postman passed by. Where is my parcel now?
Why can't I choose a certain Pick-up point as my delivery preference?
I cannot find my parcel in my safe place. What do I do now?
Why wasn't my parcel delivered to a Parcel Locker?
How long will my parcel remain available at the Pick-up point?
Until how long before delivery can I change my delivery preferences?
I didn't receive a QR code. What do I do now?
I didn't receive a failed delivery notice. Where and how can I pick up my parcel?
Which mail or shipments does bpost deliver on Saturday and Sunday?
My parcel is damaged. What do I do now?
When does a parcel pass through customs?
Why didn't the postman pass by my home address first?
How can I avoid paying import costs?
My parcel arrived too late. What should I do?
How can I follow my parcel online and how do I know when it arrives at the sender's address?
Can my parcel be delivered to my neighbour or a safe place?
What if I am not at home when the postman delivers my parcel?
I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?
The door has opened, but my parcel is not in the locker. Now what?
How are import costs calculated?
Can I phone the postman or follow his route online in order to receive my missed parcel?
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
Who can pick up my shipment at the Pick-up Point?
I disagree with the import costs. What can I do?
How can I pay for a parcel that I pick up at a Pick-up point?
Can I have my parcel transferred to a different Pick-Up Point?
How can I pay the import costs?
Can I record My Delivery Preferences for all my parcels or do I have to do this per individual parcel?
There are costs associated with delivery of my parcel. How can I pay these costs?
I have sent my parcel via the parcel locker, but I did not receive a confirmation e-mail. What do I do now?
Which delivery preference can I choose if I am not home?
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
When can I pick up my parcel, and will I be notified of this?
Can I request to have my parcel kept at a Pick-up point for longer than normal?
What does delivery to a safe place mean?
How and when will I be informed that my parcel is being delivered?
Can I change the time of delivery?
I just missed my parcel. Can the postman pass by again today?
My QR code is not legible via my smartphone; what should I do?
There is another parcel in the Parcel Locker. Now what?
Who can take my parcel out of a Parcel Locker?
Can the postman pass by again to deliver my parcel or registered mail?
Which webshops offer the Parcel Locker as a delivery method
Can I pick up my parcel somewhere today?
I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?
Do my delivery preferences apply for all occupants at my house number?
My parcel has been retained. Can I recover the import costs?
How can someone else collect my parcel from a Parcel Locker?
What does a barcode look like and where can I find it?
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?
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?
My delivery address is wrong in Track & Trace. What should I do?
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?
I get the error message "your smartphone could not connect". Now what?
Can I have my parcel transferred to a different Pick-up point?
What is the maximum amount that I can pay to the postman with an app?
Why wasn't my parcel delivered to a neighbour?
Can I pay my import fees using another method than online?
Why can't I list my work address as a delivery option under MyPreferences?
Who can accept my shipment?
Which apps can I use to make a mobile payment for my parcel?
Why do I have to pay for the import of a shipment?
What can the result of a customs check be?
Why will the postman be passing by a second time after leaving a failed delivery notice?
Can I recover my import costs?
Can I also list friends or family members who live a bit further away as my neighbours?
I am liable for VAT. How can I reclaim my VAT?
I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?
Why are there customs checks on my parcel?
Why has the payment of my import costs failed?
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 in transit, but I will not be home. Can I change the delivery location?
What is the import procedure for a shipment within the European Union?
Why do I need to provide an invoice during the import procedure of my parcel?