40 questions
 for the keyword « Receive a parcel »
When will my parcel be delivered?
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.
When can I follow my parcel with Track & Trace?
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.
My parcel is still in preparation at the sender's address. What does this mean and what can I do?
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.
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
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.
I am expecting a parcel, but have not received a barcode. What do I do now?
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.
My parcel was not in the Pick-up point. What should I do?
You received a message that your parcel arrived in your Pick-up point, but the Pick-up point employee could not find it? Please contact our customer service online using the form at the bottom of this page. We will figure out what happened to your parcel.
I received a suspicious text message or email, allegedly from bpost. What should I do?
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.
My parcel was delivered too late. What should I do?
We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
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.
How to get a parcel out of the Parcel Locker?
You will receive an e-mail once your parcel has arrived in the Parcel Locker. This e-mail contains the steps to open the Parcel Locker. You will also find the different steps on the Parcel Locker itself. Parcel Locker with screen
  • Scan the QR code you have received via the My bpost app or e-mail. If you have opted for direct delivery to a Parcel Locker, you will also find a 6-digit code under the QR code to open the locker.
    2. Take out your parcel and close the door of the locker.
  • Screenless Parcel Locker The Screenless Parcel Locker does not have a touch screen and can only be opened via the My bpost app. The app communicates via Bluetooth with the Parcel Locker in order to open it. 1. First, enable Bluetooth and your location on your smartphone
    2. Open the My bpost app and select the parcel you would like to receive
    3. Follow the steps in the app to connect to the Parcel Locker and the door will open automatically.
    4. Take out your parcel and close the door of the Parcel Locker.
    How do I know who is the sender of my parcel?
      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.
    Why wasn't my parcel delivered to a Parcel Locker?
    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.
    I didn't receive a QR code. What do I do now?
    If you have received an attempted delivery notice in your mail and if your parcel is going to a Parcel Locker, you can use the barcode in the message. For Parcel Lockers with a screen, just enter the barcode on the screen. For Screenless Parcel Lockers, first enter the barcode in the My bpost app and then follow the steps in the app to collect your parcel. If you have opted for direct delivery to a Parcel Locker and if you did not receive an e-mail that your parcel is available, please check that our e-mail did not end up in your spam folder.
    • If you have received an e-mail that your parcel is available, please read the steps in the e-mail carefully. For some Parcel Lockers, you do not need a QR code.
    • If you did not receive an e-mail that your parcel is available, please contact a Parcel Locker responsible on 02 320 23 90.
    My parcel arrived too late. What should I do?
    We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.
    How long will my parcel remain available at the Pick-up point?
    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.
    The door has opened, but my parcel is not in the locker. Now what?
    Please let us know using the online form at the bottom of this page or call our customer service. Make sure you have the barcode of your parcel at hand. You can find it in the e-mail you have received from us and in the My bpost app. If no parcel is found in the Parcel Locker with screen, please call 02 320 23 90 (available 24/7). If no parcel is found in the Screenless Parcel Locker, please call 02 278 50 87 (available 24/7).
    I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?
    Regrettably, that is not possible.
    How can I pay for a parcel that I pick up at a Pick-up point?
    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.
    Who can pick up my parcel at the Pick-up point?
    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'.
    Can I have my parcel transferred to a different Pick-Up Point?
    No, regrettably that is not possible.
    I have sent my parcel via the parcel locker, but I did not receive a confirmation e-mail. What do I do now?
    Once you have followed all the instructions on the screen, you will normally receive a confirmation e-mail. If you did not receive an e-mail. phone us on 02 320 23 90 or contact us via the form.
    I am not expecting a parcel. Why did I receive an email?
    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.
    I wanted to pick up my parcel, but the wrong parcel was in the parcel locker
    Phone us on 02 320 23 90 or contact us online using the form at the bottom of this page.
    How long will my parcel remain available in a Parcel Locker?
    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.
    There is another parcel in the Parcel Locker. Now what?
    Please let us know using the online form at the bottom of this page or call our customer service. Make sure you have the barcode of your parcel at hand. You can find it in the e-mail you have received from us and in the My bpost app. If you find a wrong parcel in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7). If you find a wrong parcel in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7).
    Who can take my parcel out of a Parcel Locker?
    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.
    My QR code is not legible via my smartphone; what should I do?
    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.
    Can I request to have my parcel kept at a Pick-up point for longer than normal?
    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.
    Which mail or shipments does bpost deliver on Saturday and Sunday?
    bpost delivers during the weekend in certain cases. This depends on the type of shipment, the sender and the delivery address. Letters and registered mail are currently only delivered on weekdays. Some senders, such as certain web shops, have agreements with bpost to have their parcels delivered to home addresses on Saturdays and Sundays. It is therefore possible that your parcel will be delivered to your home during the weekend (on Saturday between 8:00 and 17:00, on Sunday between 9:00 and 19:00). For the time being, parcels will not be delivered directly to a Pick-up point or Parcel Locker on weekend days. These are delivered to the Pick-up point or Parcel Locker on Monday.  You can follow the status of your parcel via the My bpost app or Track & Trace.
    Which webshops offer the Parcel Locker as a delivery method
    Most webshops allow you to have your parcel delivered to a Parcel Locker. The following webshops already do it: Zalando, Coolblue, Torfs, Lidl, bol.com, H&M, Zara, Massimo Duti, Farmaline, Smartphoto, A.S. Adventure ... New webshops are added every day. Would you like to order something through a webshop, but the Parcel Locker option is not listed among the delivery methods? You can still have your parcel delivered to a Parcel Locker via MyPreferences or the My bpost app.
    What is the difference between a Parcel Locker with and without a screen?
    The Screenless Parcel Lockers are used entirely with the My bpost app. Your smartphone will communicate via Bluetooth with the Parcel Locker to open it. For the Parcel Lockers with a screen, you will need to scan the QR code or manually enter the 6-digit code you have received by e-mail and in the My bpost app.    
    Can I choose to which type of Parcel Locker my parcel will be delivered?
    No, you are not able to choose. If you choose to have your parcel delivered to a Parcel Locker, it is possible that it will be delivered to a Screenless Parcel Locker. You will be informed by e-mail.
    The parcel I ordered is not in the My bpost app, now what?
    Your parcel will not appear in the app if you have ordered it with a different e-mail address than the one linked to the My bpost app. You can easily add an e-mail address in the app:
    • Open the My bpost app
    • Go to the 'More' menu at the bottom of the app.
    • Select 'My e-mail addresses'
    • Add the e-mail address
    Do I need to have the My bpost app to be able to use a Parcel Locker?
    It depends on the type of Parcel Locker. Parcel Lockers with a screen (most of them) can be used with or without the My bpost app. Screenless Parcel Lockers can only be operated with the My bpost app. Your smartphone will communicate with the Parcel Locker via Bluetooth to open it. If you receive a parcel in a Parcel Locker, the e-mail announcing your parcel will tell you which type of locker your parcel will be delivered to. It also explains how the Parcel Locker works.
    Should I print the QR code I have received via e-mail or in the My bpost app?
    No, you don’t need to. You can simply open the Parcel Locker by scanning the QR code on the screen of your smartphone. You will find this QR code in your e-mail or in the My bpost app.
    How can someone else collect my parcel from a Parcel Locker?
    You can easily ask someone else to pick up your parcel. The process depends on the type of Parcel Locker your parcel has been delivered to. In a Parcel Locker with screen If you have received a parcel in a Parcel Locker with a screen, you will receive an e-mail containing:
    • the barcode of your parcel
    • a QR code
    • a code of 6 digits and/or numbers (just below the QR code).
    With one of these three elements, someone else can pick up your parcel from a Parcel Locker. You can simply forward the e-mail you have received to the person who would like to pick up your parcel for you.
    In a Screenless Parcel Locker If your parcel has been delivered to a Screenless Parcel Locker, you need to send the barcode of your parcel to the person who would like to collect your parcel for you (you will find the barcode in the e-mail announcing that your parcel is available).
    The person who picks up your parcel for you then needs to add it to the My bpost app. He can do so by clicking on the "add a parcel" button on the My bpost app start screen and by entering the barcode number. The person then needs to carry out the following steps:
  • Go to the Parcel Locker and enable Bluetooth and location on your smartphone
    2. Open the My bpost app and select the parcel you would like to receive
    3. Follow the steps in the app to connect to the Parcel Locker
    4. Take out the parcel and close the door.
  • The door of the Parcel Locker does not want to open. Now what?
    The door of a Parcel Locker will not open if:
    • You are not standing in front of the correct locker. Always check the address and number of the Parcel Locker in the e-mail you have received from us.
    • Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
    • If you are standing in front of a Screenless Parcel Locker, make sure that the My bpost app has access to your location and that Bluetooth is enabled on your smartphone.
    Are you sure your parcel is in there, but you still cannot open the door? Report it to us using the online form at the bottom of this page or call our customer service department.
    • If your parcel is in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7)
    • If your parcel is in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7)
    I get the error message "your smartphone could not connect". Now what?
    The My bpost app will not be able to connect to the Parcel Locker if:
    • Your smartphone does not have access to your location and/or Bluetooth on your smartphone is not enabled.
    • You are not standing in front of the correct locker. Always check the exact address and number of the Parcel Locker in the e-mail you have received from us (sometimes there are 2 lockers in the same street).
    • Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).