22 questions
 for the keyword « Something has gone wrong »

You can submit a complaint as the sender of the parcel, not as the addressee. Please complete the online form at the bottom of this page. You will receive an answer within one week.

Most senders have fixed agreements with bpost for lost and damaged parcels. Only you, as the sender, can open a file for a lost or damaged parcel as you have paid bpost for the shipment.

Please contact us 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.

If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. Then contact our Customer Care Centre. If it is not clear where your parcel is, you should contact our customer service via the online form at the bottom of this page.

Sometimes a parcel is in transit for longer than expected. If the status of your Track & Trace has not changed more than 2 weeks after shipment you should contact our customer service, preferrably 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.

If the status of your parcel does not change in Track & Trace, there may be different causes:

  • Your parcel is delayed.
  • Our foreign colleagues cannot give Track & Trace information about your parcel.

If the status of your parcel remains unchanged for more than 2 weeks and the addressee has not received anything, please contact our customer service preferably 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. Only the sender can open a file with us for this purpose. If you are the addressee, please contact the sender.

Most senders have fixed agreements with bpost for lost and damaged parcels. Only you, as the sender, can open a file for a lost or damaged parcel as you have paid bpost for the shipment.

Please contact us as soon as possible 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 damages, your complaint must be submitted within 7 calendar days.

Check the status of your parcel with Track & Trace. If nothing changes for 2 weeks, contact our customer service and keep the barcode number or the reference on hand.

This way you can immediately provide all the necessary information and documents to process your file. Only the sender can open a file with us for this purpose. If you are the addressee, please contact the sender.

If the status in Track & Trace has not changed for more than 2 weeks and the addressee didn't receive your parcel, then something probably went wrong. It is best to contact customer care 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. Only the sender can open a file with us for this purpose. If you are the addressee, please contact the sender.

  • Ask the addressee if he/she looked in their letterbox or whether someone else has accepted the parcel.
  • Ask the addressee whether the parcel was delivered to the neighbours or in a safe place, whether or not in accordance with his/her delivery preferences. If the addressee cannot find the parcel, 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.

Only you, as a sender, can open a file for this purpose.

bpost is not responsible if the addressee doesn't pay the amount. That's why we advise you to purchase a guarantee as a protection against loss. The basic guarantee includes a financial contribution of €500 for goods and €15 for documents.

If you would like to apply for a compensation, 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, the complaint must be submitted within 7 calendar days.

bpost delivers the parcel based on the stated address. If your addressee no longer lives there, we register that the address is not correct or that the addressee no longer lives there. bpost sends the parcel back to you.

If you think that your parcel was wrongfully sent back to you, you can report this via the online form at the bottom of this page.

Before going to the police to report the theft of your parcel, check the status of your shipment in Track & Trace. If your parcel does not arrive, you can submit a complaint as the sender of the parcel, not as the addressee. 

Only the sender can file a complaint for a lost parcel because the sender pays bpost for the shipment. You can do this 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.

Only the sender can open a file for this purpose. If you are the addressee, please contact the sender.

Because you are the sender, you must submit the compensation request. The compensation depends on the type of shipment:

  • Standard: the shipping costs are reimbursed according to CMR conventions.
  • Guaranteed option with sign for receipt: compensation up to €500 for goods and €15 for documents.

To submit a claim for compensation, please contact our customer service, preferably 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.

If the addressee refuses the parcel, the postman will bring it back to bpost and it will be sent back to you.

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.

That depends from case to case. If your parcel is lost or damaged and you would like to file a claim for a compensation, 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, the complaint must be submitted within 7 calendar days.