Question 1

My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.

Accepted Answer

If your parcel was not delivered, check the status of your shipment via Track &amp; 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.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&nbsp;via the online form. This way you can immediately provide all the necessary information and documents to process your file.

Question 2

I get a message that my parcel has been delivered, but I haven't received anything. What now?

Accepted Answer

A couple of tips if you have not received anything:Check if someone else (your neighbour or flatmate) has received your parcel.If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track &amp; Trace.Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

Question 3

How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?

Accepted Answer

We are sorry about your damaged parcel.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.I am the recipientIf you are the recipient of the parcel, 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 parcel from Belgium, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents.If you have received a damaged parcel from abroad, please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.I am the senderIf you are the sender of the parcel, it is best to contact our customer service via our online form. 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.

Question 4

Why was my parcel not delivered according to my preference?

Accepted Answer

There are several reasons why your parcel was not delivered according to your preference.Your profile is not yet complete.Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.Tip: Check your profile in MyPreferencesA green “V” appears next to your address if your account is validated (10 days after creation).Make sure your address is correct.Add the names you use to order parcels.Add all email addresses you use to order parcels.No email address received from senderIt is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.The type of parcel prevented us from delivering according to your delivery preferenceDelivery to your safe place and your neighbour is not possible for:Parcels with payment upon delivery (e.g. a number plate).Parcels you can only receive after showing your secure delivery code.Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.Parcels sent under guarantee or with insurance cannot be delivered to a safe place.Delivery to a Parcel Locker is not possible:If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.For parcels you can only receive after showing your secure delivery code.Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.Tip: Check Track &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour safe place was not safe enough, not accessible and/or not dry enough.The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.&nbsp;If you think there is another reason, you can report it via our online form.

Question 5

Why should I contact the sender if my parcel has not been delivered?

Accepted Answer

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 &amp; 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.

Question 6

My parcel is lost. What do I do now?

Accepted Answer

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 &amp; 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.

Question 7

I was home but the postman didn't ring my doorbell. How can I report this?

Accepted Answer

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 &amp; 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 by filling out our online form. We will ask for your contact details so that we can discuss this with the right postman.

Question 8

My parcel was sent back to the sender. Why, and can I still collect it?

Accepted Answer

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 daysYou did not pick up your parcel at the Parcel Locker within 5 calendar daysContact 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.

Question 9

Why wasn't my parcel delivered to a neighbour?

Accepted Answer

There can be several reasons why your parcel was not delivered to a neighbour:The postman could not deliver your parcel to a neighbour because he&nbsp;was not at home or did not accept it.Your parcel is a shipment with payment upon delivery.Your parcel is a secure delivery, so you need to show your secure delivery code.Your parcel is a registered mail.Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home.The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days.If you do not think that the above mentioned reasons are the cause, you can report this via the online form.

Question 10

Why should I contact the sender if my parcel is damaged?

Accepted Answer

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.

10 questions
for the keyword « Something has gone wrong »

Download My bpost app

The benefits of a bpost account?

Choose a topic

Choose a topic

10 questions for the keyword « Something has gone wrong »

Download My bpost app

10 questions
for the keyword « Something has gone wrong »