Question 1

I was home but still received a failed delivery notice in the letterbox. How can I file a complaint?

Accepted Answer

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.

Question 2

Who should I contact if my international registered mail is not delivered?

Accepted Answer

It is best to contact our customer service via the online form at the bottom of this page and keep your mailing receipt ready. We start an investigation in collaboration with the foreign post operator that handled your shipment.

Question 3

If registered mail is lost, stolen or damaged, the sender will receive compensation from bpost.

Accepted Answer

If registered mail is lost, stolen or damaged, the sender will receive compensation from bpost. The compensation will be in line with the actual amount of direct damage, with a maximum amount of €39. You can insure your mail up to a maximum of €7500 using registered mail with customised insurance.You can apply for this reimbursement 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. In case of damage, the complaint must be submitted within 7 calendar days.

Question 4

Why was my registered mail sent back to me?

Accepted Answer

The reason for the return is written on your returned registered mail.Registered mail is returned in the following cases:• if the address is incomplete or incorrect• if the addressee does not receive mail at the specified address• if the addressee declined to accept the registered letter• if the addressee did not pick up the registered mail within 15 days, after receiving a notice of absence.

Question 5

What happens if my registered mail with customised insurance is stolen, lost or damaged?

Accepted Answer

If registered mail with customised insurance is lost, stolen or damaged, the sender will receive compensation from bpost. The compensation will be in line with:the actual amount of direct damagethe maximum amount of the customised insuranceYou can apply for this reimbursement 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. In case of damage, the complaint must be submitted within 7 calendar days.

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