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.

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.

After we have received your parcel from the sender, we try to deliver all parcels sent within Belgium the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app using your barcode. The stated time slot for delivery is an indication; 95% of the parcels are delivered within this time slot.

More information about the delivery period of international parcels.

As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track & Trace using the barcode.

You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track & Trace. This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost.

As soon as the sender hands your parcel over to bpost, you will be able to track it.

If you are not home at the time of delivery, we can deliver your parcel to your chosen location. For that to work, you need to set your delivery preferences.

1. Go to MyPreferences or download the My bpost app.
2. Enter the details that you use when ordering a parcel.
3. Select your favourite delivery location if you are not home

• a Pick-up point or Parcel Locker in your neighbourhood
• a safe place (e.g. carport, garden shed, under a lean-to, etc.)
• a neighbour

bpost sends you a separate email for each parcel that you are expecting. You can modify your delivery preference each time for a specific parcel. (For example, you want to choose a different neighbour because your previously chosen neighbour is away on holiday.)

Tip: You can follow all your parcels at a glance with the My bpost app and you can change where your bpost parcel will be delivered until 5 minutes before the delivery.