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.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.

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).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.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 can I submit a complaint if my parcel is lost or damaged?

Accepted Answer

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.

Question 4

My parcel has been in transit for longer than expected. What should I do?

Accepted Answer

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&nbsp;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.

Question 5

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

Accepted Answer

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, please contact 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 6

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 7

My parcel remains 'in preparation'. What does this mean and what can I do?

Accepted Answer

This status appears when the sender confirms that we can deliver your parcel on his behalf. Either the sender is still preparing the parcel, or the parcel has been handed over to bpost but still needs to be sorted and processed.Most parcels are processed within 5 days after the sender has chosen bpost as postal service.After 5 days, my parcel still has the status 'in preparation'I am the receiverContact the sender to find the best solution for your order (e.g. reship your order or receive a refund). The sender is the only one who can start an investigation via bpost.I am the senderIf you are the sender of the parcel, please contact our customer service using our online form. This way you can immediately provide all the necessary information and documents to start an investigation.

Question 8

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 9

My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?

Accepted Answer

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.

Question 10

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 11

My parcel should have been delivered to my home address, but 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 12

My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?

Accepted Answer

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.

Question 13

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.

Question 14

I cannot find my parcel in my safe place. What do I do now?

Accepted Answer

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&nbsp;to your safe place. Discover in which cases.

Question 15

My parcel is damaged. What do I do now?

Accepted Answer

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&nbsp;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.

Question 16

How can I follow my parcel online and how do I know when it arrives at the sender's address?

Accepted Answer

&nbsp;You can follow the status of your parcel with Track &amp; 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.

Question 17

My delivery address is wrong in Track & Trace. What should I do?

Accepted Answer

The address listed in Track &amp; Trace or the My bpost app was communicated to bpost by the sender.The address is not my current addressUnfortunately, we cannot change it. The shipment will be delivered to the address indicated. Check whether your profile details are up to date in the online shop where you placed an order.The address is incomplete or incorrectWhen the shipment is processed by bpost, we compare your address with our address database and try to complete and correct minor errors. When your shipment is en route for delivery, our postmen are asked to compare the address with the one printed on the shipping label.&nbsp;&nbsp;&nbsp;If we cannot find the address or match it, we will return your shipment to the sender.&nbsp;You will be notified of this in Track &amp; Trace and the My bpost app. In this case, contact the sender to determine what steps should be taken.My shipment comes from outside the EUIf you see a wrong address during the import procedure and receive an invitation to pay the import costs, it is best to refuse the shipment. This is because we cannot guarantee that the shipment will be delivered correctly and you cannot get a refund for the import costs.