22 questions
 for the keyword « Something has gone wrong »
How can I submit a complaint in the event of loss, damage or non-delivery of my parcel?
You can submit a complaint as the sender of the parcel, not as the recipient. Please complete the online form at the bottom of this page; this is the quickest way to start an investigation.
  • In case of damage, your complaint must be submitted to bpost within 7 calendar days.
  • If the status of your Track & Trace 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), then the sender can also request an investigation.
If you are the recipient, please contact your sender.
What does bpost do if my parcel is lost, damaged or stolen?
Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.
  • In case of damage, your complaint must be submitted to us within 7 calendar days.
  • If the status of your Track & Trace 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), then the sender can also request an investigation.
If you are the recipient, please contact your sender.
What happens if bpost didn't deliver my parcel?
If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If it's not clear where your package has gone and it doesn't move 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), then you can request an investigation. It is best to contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation. Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.
My parcel has already been in transit for a few days. Should I worry?
Sometimes a parcel is in transit for longer than expected. If the status of your Track & Trace 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), contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation. Only the sender can ask to open a dossier with bpost. If you are the recipient, please contact your sender.
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.
How can I submit a complaint if my parcel for a foreign address is damaged or lost?
Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier.
  • In case of damage, your complaint must be submitted to bpost within 7 calendar days.
  • In case of loss abroad, we will start an investigation if your parcel does not receive a status change after:
    • at least 5 workdays for shipments to a neighbouring country
    • at least 10 workdays for the United Kingdom and all other countries
I am not receiving new updates via Track & Trace, is that normal?
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 several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), and the addressee has not received anything, contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation. Only the sender can ask to open a dossier with bpost. If you are the recipient, please contact your sender.
Who should I contact if something went wrong with my parcel in a foreign country?
Check the status of your parcel with Track & Trace. If the status of your parcel does not change, 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 Track & Trace 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), contact our customer service via the online form at the bottom of this page. We will start an investigation in the relevant country. Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.
How do I know for sure that my parcel is lost?
If the status in Track & Trace 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), or your parcel has the status ‘delivered’ but the addressee cannot find it, then something probably went wrong. To start an investigation, please contact the customer service via the online form at the bottom of this page. This way, we have all the information we need to get started quickly. Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.
How do I get my money if my parcel is lost or damaged during shipment with payment upon delivery?
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.
Track & Trace says that my parcel was delivered, but my addressee says he/she didn't get it. What should I do?
  • 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.
How is my addressee and/or myself compensated if my parcel is damaged or lost?
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.
Should I report the theft of my parcel to the police?
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.
My addressee refused the bpost parcel. What should I do?
If the addressee refuses the parcel, the postman will bring it back to bpost and it will be sent back to you.
What happens if the addressee has moved house?
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.
I purchased a guarantee for my parcel. When will I be refunded in the event of damage or loss?
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.