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Why was my parcel not delivered according to my preference?

FAQ Residential

There are several reasons why your parcel was not delivered according to your preference. , Your profile is not yet complete. , Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences. , Tip: , Check your profile in MyPreferences A green “V” appears next to your address if your account is validated (10 days after creation). Make sure your address is correct. Add the names you use to order parcels. Add all email addresses you use to order parcels. , No email address received from sender , It is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account. , The type of parcel prevented us from delivering according to your delivery preference , Delivery to your safe place and your neighbour is not possible for: Parcels with payment upon delivery (e.g. a number plate). Parcels you can only receive after showing your secure delivery code. Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’. Parcels sent under guarantee or with insurance cannot be delivered to a safe place. Delivery to a Parcel Locker is not possible: If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point. For parcels you can only receive after showing your secure delivery code. Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point. , Tip: , Check Track & Trace to see if the delivery preferences apply to your parcel. , The postman could not perform the delivery preference , Your safe place was not safe enough, not accessible and/or not dry enough. The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it. Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave. , Tip , : have you noticed this happening on a regular basis? Then modify your delivery preferences. If you think there is another reason, you can report it via our online form .

Send a parcel to the Netherlands

Residential

Send parcels to the Netherlands in every Post Office or Post Point. Make your shipping label online and save time.

Send a parcel to Germany

Residential

Send parcels to Germany in every Post Office or Post Point. Make your shipping label online and save time.

Send a parcel to Poland

Residential

Send parcels to Poland in every Post Office or Post Point. Make your shipping label online and save time.

How do I contact bpost's customer services?

FAQ Residential

There are several ways to get an answer to your questions or to get in touch with bpost. , Online , You can usually find an answer to your question via our frequently asked questions . In some cases, we will ask you to fill in an online form. This way we can serve you faster and have all the necessary information at our disposal at the same time. You can also file a complaint online via our complaint forms . For some services (i.e. bpaid , Service de Déménagement , Track & Trace ) we can be reached by chat. , By phone at 02 278 51 26 , In a Post Office, Post Point or Parcel Point , You’re always welcome in one of our offices. Use our online tool to find one in your neighborhood. , By post , You can also reach us by post at the address below. The letter doesn’t have to be stamped. bpost Box 5000 1000 Brussels

How can I pay the import costs?

FAQ Residential

Once the import costs are calculated, you will find a detailed overview of the costs in Track & Trace and in the My bpost app. You will receive a request to pay the import costs. This can be by email, text message or notification if you have installed the My bpost app. If the sender did not send us the data digitally, you will receive a letter with a payment request. You can make the payment securely via the My bpost app or by signing in via Track & Trace. You can pay via Bancontact, Mastercard, Visa or mobile banking. Also from abroad. PayPal and bank transfers are not possible. Exceptionally, you can pay your import costs in another way . Watch out for fake messages and phishing; bpost will never ask you to pay by bank transfer or provide a bank account number. Read all about it on our phishing page .

Why was my parcel not delivered according to my preference?

Send a parcel to the Netherlands

Send a parcel to Germany

Send a parcel to Poland

How do I contact bpost's customer services?

How can I pay the import costs?

Send a parcel to Spain

Send a parcel to Portugal

Send a parcel to Switzerland

Send a parcel to Italy

Download My Bpost app

The benefits of a bpost account?

Download My Bpost app