23 questions
 for the keyword « Something has gone wrong »
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 parcel has not changed for a while (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), 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.
I was notified that my parcel was delivered, but I didn't receive anything. What should I do?
Some tips in case you didn't receive anything:
  • Ask whether someone else (your neighbour or co-occupant) accepted your parcel.
  • If it is a small parcel, it's possible that the postman placed it in the letterbox.
  • Your parcel may have been delivered according to your delivery preferences (at a Pick-up point, in your safe place, with your neighbour).
  • Check Track & Trace or the My bpost app if the adress on your parcel is correct.
  • Check if you received a failed delivery notice in your letterbox. It will indicate where your parcel is.
If you are the receiver and still cannot find your parcel, contact the sender for a solution. Only the sender can start an investigation at bpost and ensure that you receive the parcel. 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.
How can I submit a complaint if my parcel is lost or damaged?
Contact the sender to discuss the best solution for your order. Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only the sender can submit a complaint about this because they paid bpost for the shipment. 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. In case of damage, your complaint must be submitted within 7 calendar days.
Why should I contact the sender if my parcel has not been delivered?
Most senders have fixed agreements with bpost for lost parcels. Only the sender can file a complaint for a lost parcel because the sender pays bpost for the shipment. He needs to meet certain deadlines for this, but in the meantime he can decide, in consultation with you, to send the parcel again or to refund you. Your parcel has already been delivered on our Track & Trace, but you haven't received it? Then check the following possibilities before contacting the sender:
  • Ask if someone else (your neighbour or co-inhabitant) has received your parcel.
  • The postman may have placed it into the letterbox if it is a small parcel.
  • Your parcel may have been delivered according to your delivery preferences (immediately at a Pick-up point, at your safe place, to your neighbour).
  • Make sure that you have not received an attempted delivery notice from the postman in your letterbox. This will tell you where your parcel is.
It is possible that the sender asks you to confirm that you did not receive the parcel by e-mail or signed document when the parcel was sent with guarantee.
My parcel has been in transit for longer than expected. What should I do?
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed. Please contact the sender in the following cases:
  • If the status of your parcel sent within Belgium has not changed for several consecutive workdays.
  • If the status of your parcel to or from a neighbouring country has not changed for at least 5 workdays.
  • If your parcel to or from another country has not changed for at least 10 workdays.
Why do I have to contact the sender? Only the sender of your parcel can submit a complaint about a parcel that is not delivered. The sender will look for a solution together with bpost. 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.
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.
How do I file a complaint if my package is damaged or lost, or hasn’t been delivered?
I am the recipient If you are the recipient of the package, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund). If you have received a damaged package, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents. I am the sender If you are the sender of the parcel, it is best to 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. In case of damage, your complaint must be submitted to us within 7 calendar days.
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.
My parcel is lost. What do I do now?
We recommend that you contact the sender 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).
  • Track & Trace mentions the status ‘delivered’ but you cannot find the parcel anywhere.
The sender can work with you to see what the best solution is for your order. Most senders have permanent agreements with bpost regarding lost parcels. Only the sender can submit a complaint regarding a lost parcel because the sender pays bpost for the shipment. 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.
I was home but the postman didn't ring my doorbell. How can I report this?
We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not obliged to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track & Trace you can immediately see if your parcel has been delivered.) Check regularly that your bell is still working properly. If the postman regularly fails to ring your bell, please report this using the online form at the bottom of this page. We will ask for your contact details so that we can discuss this with the right postman.
My parcel should have been delivered to my home address, but was sent back to the sender. Why, and can I still collect it?
bpost returns your parcel to the sender if:
  • The sender entered your home address incorrectly.
  • Your parcel was not accepted at the door (e.g. because it is damaged)
  • You did not pick up your parcel at the Pick-up point within 14 calendar days
  • You did not pick up your parcel at the Parcel Locker within 5 calendar days
Contact the sender to take further actions (e.g. to ship your parcel again or if you want a refund). If your parcel was returned to sender incorrectly, please let us know via our online form at the bottom of this page.
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.
Why should I contact the sender if my parcel is damaged?
Most senders have fixed agreements with bpost for damaged parcels. Only the sender can file a complaint for a damaged parcel because the sender pays bpost for the shipment. In addition, he can decide, in consultation with you, to reship the parcel or to refund you. Your sender will ask you for photos of the damage, both of the packaging and of the contents, because he needs them in order to file a complaint with us. Please also note that bpost must receive the complaint within 7 calendar days of delivery, regardless of what the sender agrees with you. It is therefore best to contact him as soon as possible.
I cannot find my parcel in my safe place. What do I do now?
Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel. If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page. Please note that in some cases we can't deliver to your safe place. Discover in which cases.
My parcel is damaged. What do I do now?
We are sorry about your damaged parcel. Contact the sender within 7 days of receiving your parcel. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution. Only the sender can submit a complaint to our customer service using the online form at the bottom of this page. Tip: If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.
How can I follow my parcel online and how do I know when it arrives at the sender's address?
  You can follow the status of your parcel with Track & Trace and the My bpost app using your parcel's barcode number. You can also see when your parcel arrives at the sender's address. Take into account that the sender might not process your parcel immediately. You may only receive confirmation of receipt of your returned parcel after a few days.