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
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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
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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'
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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'
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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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52 questions
for the keyword « Send letters and cards »
Send a letter: how do I calculate the price?
The price of your letter depends on:
- the speed you desire (priority or non-priority delivery)
- the size and weight of your letter
How do I stamp my letter correctly?
Look at the price table.
Can I send letters of any size?
Your letter or card can have any shape or size, but if it's not the standardised dimension then you will have to pay a surcharge.
A standardised letter or card is always rectangular with the following characteristics:
- Minimum 90 x 140 mm
- Maximum 125 x 235 mm
- Maximum 50 g
- Maximum 5 mm thick
Which stamps do I use for a letter to a foreign address?
bpost has stamps for shipments outside Belgium. There are stamps for Europe (Europe) and for the rest of the world (World).
You can buy them at our Postal office and postal points and in our eShop.
What can/can't I send with an envelope?
Look in the General Terms and Conditions to see what you cannot send in a letter.
When sending objects, it's best to use a reinforced envelope or send it as a parcel.
Where can I find the price of non-standardised mail?
You can calculate the price of your non-standardised letter on our website. Look at our table with prices.
Are (really) old stamps still valid?
- You can continue to use old stamps. All stamps as from 2 October 1961, even those in Belgian franks, remain only valid for non-piority delivery within Belgium.
- You cannot use them as a priority stamp.
How do I write the address correctly on the envelope?
Just like with electronic addresses, one letter can affect the proper delivery. Validate your address to be sure that it is known at bpost.
The photo below shows how to write the address of the addressee correctly. Don't forget to mention the name of the addressee (required) and to put your own address on the back of your letter (recommended but not required).
How do I stamp my standardised letter?
The number of stamps on your non-standardised letter depends on the weight of your letter. Look at the table on our website or calculate the price with the online tool.
Do I have to write the address in a certain way? In which language?
To write an address correctly, follow the international ISO standards. Write the address in English or in an official language of the destination country.
I have urgent mail. Can my letter be delivered tomorrow?
To have your letter delivered tomorrow, use a Priority stamp and place it in a red mailbox (do that before the last collection) or drop off your letter in a Post Office before 16:00.
I forgot to attach stamps. What will happen to my letter?
You wrote the return address on the envelope: the letter will be returned to you.
You did not write a return address: the postman will ask the recipient to pay the shipping. Not in cash, but in the form of the missing stamp(s) on a yellow postage card. The recipient must mail that card. When bpost receives the postage card, your letter or card will be delivered to the recipient.
How quickly will my letter be delivered abroad?
We cannot guarantee a period for international letters. bpost treats your letter as Priority mail, but the speed of delivery depends on the postal service in the destination country.
I didn't put enough stamps on my letter. How do I rectify the error?
As soon as your letter is sent, you cannot change it. If you wrote a return address on the back, the letter will be returned to you.
How do I send a letter abroad?
To send a letter abroad, you need an international stamp: Europe for European destinations and World for the rest of the world. Mail your letter in one of the red mailboxes or drop it off in a Post Office.
When does my letter become a parcel?
Letter or parcel: a letter becomes a parcel if it exceeds at least one of the following dimensions:
- 230 mm in width
- 350 mm in length
- 30 mm in height
- 2 kg
Do the contents determine whether I am sending a letter or a parcel?
The size determines whether your item is sent as a letter or a parcel. A letter becomes a parcel if it exceeds the following dimensions and weight:
- 230 mm in width
- 350 mm in length
- 30 mm in height
- 2 kg
Can I take my letter to a Post Office and purchase a stamp and envelope there?
You can buy stamps and envelopes in the Post Office and mail your letter right away. Note: we do not sell stamps and envelopes per piece; they come in packs of 10.
You can find pre-stamped envelopes, even in packs of 10, in the Post Office.
How do I stamp an urgent shipment?
If your mail is urgent, choose a Priority stamp. That way your letter will arrive the next workday.
Where do I drop off my non-standardised letter?
You can place your non-standardised letter in one of the many bpost mailboxes. If your envelope doesn't fit in the opening, drop it off in a Post Office.
Where do I attach the stamp on my envelope?
You always attach stamps in the upper-right corner on the front of your envelope.
Will my non-standardised mail be delivered later?
We deliver your non-standardised mail just as quickly as standardised letters.
What happens to my letter if I write the address incorrectly or the addressee has moved?
If you wrote your address on the back of the envelope, the undelivered letter will be sent back to you.
Are there things that I can't send abroad or to specific countries?
It is forbidden to send money by both national and international mail.
More information about things that you cannot send as a letter can be found in the General Terms and Conditions. Sometimes it's better to send objects in a reinforced envelope or as a parcel.
Do you want to send an important letter? We recommend that you send it as Registered Mail (if desired with a Declared Value).
Why can my letter or card be returned?
The most common reasons for returning a letter are:
- The letter does not have a stamp.
- The letter does not have enough stamps.
- The letter contains an incorrect address.
Are there priority stamps for international destinations?
We automatically treat international mail as priority mail. But the final delivery period depends on the postal service in the destination country. bpost has no influence over this. To be sure that your letter or card is treated as priority mail abroad, attach an 'A PRIOR' stick-on label. You can get those labels for free in a Post Office.
What's the best way to weigh my letter?
You can weigh your letter at home. Or you can have your letter weighed in a Post Office in your neighbourhood.
I got my letter back because the address was incorrect. How do I know if I am using the correct address?
To be sure of the correct address, you can validate it online on the bpost website. You check if the address is known at bpost and if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.
Is it best to pay for insurance for my international mail?
You can only take insurance if you send your letter as International Registered Mail. We advise you to use Registered Mail if you send valuable mail.
I didn't put enough stamps on my letter and got it back. Can I send it again with extra stamps?
You can no longer use the envelope and stamps if you got the letter back. You will have to send your letter in a new envelope with new stamps.
Is it better to send urgent mail as registered mail?
Registered mail is not faster than a regular delivery. To have your letter delivered tomorrow, use a Priority stamp and place it in a red mailbox (do that before the last collection) or drop off your letter in a Post Office before 16:00.
I made a mistake in the recipient's address. What should I do?
If we cannot deliver your letter and your address is on the back of the envelope, then the letter will be sent back to you.
Tip: always validate the address with our online tool.
Tip: always validate the address with our online tool.
Can I send a non-standardised letter as registered mail?
You can send your non-standardised letter as registered mail.
Does customs open my letter?
In principle, customs does not open any letters. But they do have the right to do that. For example, if your mail looks suspicious.
Can I get confirmation of receipt of my letter sent abroad?
You will receive confirmation of receipt if you send your international mail as International Registered Mail.
What is the price for sending a death notice?
Sending a death notice is the same price as sending a regular letter. Just like for a regular letter, you can choose to send your death notice as priority or non-priority mail.
- With priority delivery, your death notice is delivered the next workday in Belgium.
- With non-priority delivery, your death notice is delivered within 3 workdays in Belgium.
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.
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