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 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), then you can 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.

We try to deliver all national parcels the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app. The stated time slot is an indication; 95% of the parcels are delivered within this time slot.

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.

As soon as you have received the barcode of your parcel, you can follow your parcel online with Track & Trace and the My bpost app. Sometimes we only receive the barcode from the sender at a later moment in time. As a result, you cannot follow your parcel with Track & Trace. In that case, try again later.

Contact the sender to discuss the best solution 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 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.