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.
Receive a parcel
184
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.
Receive a parcel
184
My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If the status of your your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then you can ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation quickly.
Parcel 'does not move'
211
My parcel has been in transit for longer than expected. What should I do?
Wait a bit longer. If the status of your parcel has not changed for more than 5 workdays, we advise you to contact the sender. The sender will look for a solution together with bpost. Only the sender of your parcel can submit a complaint for non-delivery. If you are the sender, please 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.
Parcel 'does not move'
211
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.
Follow my parcel
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Customer service
Registered mail
Receiving registered mail
I was not home
Allow someone else to accept
Collect in a Post Office or Post Point
Receive at home
26 questions
 for the keyword « Receiving registered mail »
I was home but still received a failed delivery notice in the letterbox. How can I file a complaint?
When delivering registered mail and parcels, our postmen are required to ring the doorbell and wait a minimal time. Unfortunately, you might find a failed delivery notice in your letterbox even though you were home. You can file a complaint about this. Keep your failed delivery notice handy because you will need it to compete the form.
How do I give a postal mandate to someone so they can accept my registered mail?
You can give a postal mandate to someone (18 and older) using the postal mandate form. To do this you must:
  • download, complete and sign the postal mandate form
  • give a copy of both sides of your ID card to the postal proxy
When the postman comes around, your postal proxy will be asked to show the following documents:
  • his/her own ID card
  • the completed mandate form
  • the copy of both sides of your ID card
I didn't receive a failed delivery notice in my letterbox, what should I do?
You can also pick up your registered mail by showing the barcode or mailing number. Don't forget to bring your ID card. Let us know if your postman didn't leave a failed delivery notice so that we can improve our services.
What happens to my registered mail if the addressee is not home?
If the addressee is not home, a failed delivery notice is left in the letterbox. The addressee can use this to pick up the item in the Post Office or Post Point mentioned on the failed delivery notice; the item must be collected within 15 calendar days. If the addressee does not pick up your mail within 15 calendar days, it will be sent back to you. Make sure that your name and address are clearly written on the item.
I can only pick up my registered mail after the last date on the failed delivery notice. What should I do?
In this case, you have two possibilities:
  • Either you give a postal mandate form to someone (18 and older) to pick up the registered mail in your place
  • Or you have the Forwarding Department at bpost keep your mail until you return.
Who can accept registered mail?
Only the addressee(s) or those with a postal mandate from the addressee(s) can accept registered mail. The item is only delivered after signing for receipt and checking the ID card of the addressee(s) or postal proxy. The sender determines who the item must be handed over to.  
I was home but still received a failed delivery notice. How is that possible?
When delivering registered mail, our postmen are required to ring the doorbell and wait a minimal time. Unfortunately, you might find a failed delivery notice in your letterbox even though you were home. Have you checked whether your doorbell is working properly? If your doorbell is in perfect working order then your postman did not do his/her job properly. We offer our sincere apologies for this. Let us know what happened.
How can someone else pick my registered mail?
You must first give a postal mandate to someone (18 and older). (He or she becomes your proxy) You do this as follows:
  • Complete the back of the failed delivery notice and sign it.
  • Give it to your proxy together with a copy of both sides of your ID card.
Your proxy shows the following at the counter:
  • his own ID card
  • the completed and signed failed delivery notice
  • the copy of your ID card
How do I receive registered mail?
To receive registered mail, you only have to show your ID card. If you accept registered mail for someone else, you must also present a postal mandate.
Can I pick up my registered mail right away?
Your registered mail is available as from the date and time mentioned on the failed delivery notice. You cannot pick up your registered mail earlier.
Where can I pick up the registered mail if I will not be home during delivery?
If you are not home, the postman will leave a failed delivery notice. This document clearly indicates where you can pick up your registered mail and the dates and times when. You can also give a postal mandate to someone (18 and older) to pick up the registered mail in your place.
How long will my registered mail remain available after receiving a failed delivery notice?
Your registered mail remains available in the designated Post Point or Post Office for 15 calendar days. A judicial letter remains available for 8 days.
What if I am not home when the postman comes around with registered mail?
If you are not home, the postman will leave a notice of absence in your letterbox. This document clearly indicates:
  • where you can pick up your mail
  • the dates and times when you can pick up your mail
Can someone else accept my registered mail?
Yes, but you must first give a postal mandate to someone (18 and older).
Can I choose where my registered mail will be sent if I am not home?
As the recipient, you cannot choose where your registered mail will be delivered if you are not home. The registered mail goes to a Pick-up Point in your neighbourhood. The choice of the Pick-up Point depends on the available space, distance from your residence, etc.
What do I need to pick up my registered mail?
To pick up your registered mail, you need following documents:
  • the notice of absence from the postman
  • your ID card
Where must I pick up the registered mail?
Pick up your registered mail in the Post Office or Post Point mentioned on your failed delivery notice.
Can't the postman keep the registered mail until I am home?
No, if you are not home, the postman will leave a failed delivery notice that indicates where and when you (or your proxy) can pick up your registered mail.