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How soon will my personalised postcard be delivered?
FAQResidential
This depends on the sending options you've chosen for your Mobile Postcard. In any case, your postcard will be printed and sent the same day if you make your order in the app by 3 p.m. If you send your postcard as 'Priority' mail, it will reach its destination address in Belgium the next workday. If you send your postcard as 'Non-priority mail', it will be delivered within three workdays. For destinations outside Belgium, we treat your postcard as 'Priority' mail while it's in Belgium. But after that, your postcard is in the hands of the postal service of the destination country.
What is a return shipment?
FAQResidential
A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations. You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel. Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels. Discover how to send your parcel back Send your parcel
Why should I contact the sender if my parcel is damaged?
FAQResidential
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.
Why can I only activate Mail Ahead with itsme®?
FAQResidential
To ensure a smooth and secure launch of the Mail Ahead service (beta), we’ve chosen the well-known and trusted itsme® solution. We understand that some users, including you, may prefer alternative methods for verifying their identity and address. Therefore, we are actively exploring other technical options for this service.
You do need credits to send a postcard; it's also possible to pay for your postcards using other methods when you send them. However, if you buy at least five credits in advance, you will receive a discount on your postcards.
Can I purchase one shipping label in the eShop?
FAQResidential
No, You can no longer buy pre-franked shipping labels in our eShop. In order to improve the quality of our products, we will no longer be selling pre-franked labels in our eShop, Post Offices, Postal Points or Parcel Points as from 15/04/2025. Of course, you can still use the prepaid labels you have already purchased from us. They will remain valid until 31/12/2026. If you would like to create a shipping label online, you can use our shipping tool . You can also visit a Post Office, Postal Point or Parcel Point.
We are sorry for this inconvenience. You can share your experience through our online form so that we can discuss it further with the Pick-up point you visited.
Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.
The price of a video card depends on the following factors: The sending method for your video card: 'Priority' (delivered the next workday) or 'Non-priority' (delivered within three workdays). The destination of your video card: Belgium or abroad. The number of credits that you purchase in advance. (You can also make just one video card and pay for it.) By buying credits in advance, you pay less than you would if you pay for your cards one by one. Take a look at all our rates under 'Cards and envelopes'.
What is the cheapest way to send my parcel?
FAQResidential
For shipments within Belgium, we have two economical, all-in solutions that you can order online from our eShop or purchase in a Post Office, Post Point or Parcel Point. For both solutions, the maximum permitted weight is 1 kg: Minipack small (max: 19.5 cm x 27.5 cm x 4 cm) Minipack medium (max: 21 cm x 34 cm x 4 cm) Is your parcel larger than these dimensions, heavier than 1 kg or destined for abroad? Then follow these steps to send your parcel the cheapest way possible: Put the goods in your own box Create a shipping label online Print your shipping label at home Hand in your parcel at a Post Office, Post Point or Parcel Point
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