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What does a barcode look like and where can I find it?
FAQ
Residential
There are several bpost barcodes in circulation for parcels. Here are the most common ones. 24 digits starting with 3299 or 3232 (e.g. 329998745632147852365873) 18 digits starting with 3232 (e.g. 323256984521032569) 13 characters starting with two letters (CE, EE, CD, CZ) and ending with two letters (e.g. EE123456789BE) 27 characters starting with JJBEA (e.g. JJBEA2356412012365478896541) The following barcodes are used for registered mail: 30 digits for national registered mail, starting with 010 (e.g. 010541288500452621221234567890) 13 characters for international registered mail, starting with R (e.g. RA123456789FR) You’ll find the barcode in the following places: shipping label receipt mailing receipt notice of absence (see image) confirmation email communication from the sender
, I can't track my shipment with the barcode, why is that?
, This is the case when your barcode starts with the letter “U”.
, Barcodes starting with “U”
, are only created to allow shipments through customs. For this shipment, the decision was made to deliver without Track & Trace. This can be the choice of the sender or the recipient when purchasing from the online shop. Shipments with this barcode are
, processed like letters
, and will arrive within a maximum of 5 workdays after customs clearance.
ou only need to attach a shipping label on a parcel that you return to a country within the EU. For a parcel that you return to a country outside the EU, you must also provide customs documents. If the original sender doesn't provide a return label, then you can purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You do not have to pay any customs fees. Only the receiver of your parcel must pay customs fees, and only for return shipments outside the EU. Contact the original sender to see if he/she offers return options whereby he/she doesn't have to pay customs fees. If he/she does not have such an option, then he/she pays the customs fees that are applicable in his/her country. The customs documents for a return shipment to a country outside the EU: The CN23 part of the shipping label or a CN23 document. That indicates what is in your parcel. You attach the label on the box. The original invoice or pro forma invoice and 3 copies. If the shipment is worth more than €1000, a Single Administrative Document is also required.
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Your goods and materials arrive before 7 a.m., delivered directly to wherever your team begins their day. Choose the location that works best for you: on-site, at a delivery van, or one of our strategically placed bbox-lockers. Your mobile workforce saves precious morning hours and can dive straight into productive work.
Automate correct formatting and address validation in your IT systems.
I cancelled my purchase but a hold remains on the amount. How do I get the hold lifted?
FAQ
Residential
If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted. You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below. Ask the merchant to send you the following: An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account) Confirmation (in an email, for example) that the merchant agrees to release the hold. Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.
What types of registered mail can I prepare using the My bpost app or online shipping tool?
FAQ
Residential
You can prepare most types of registered mail using the My bpost app or online shipping tool. Please note that the delivery address must be in Belgium. This includes: Normalised registered mail (standard format) Non-normalised registered mail (non-standard format) Registered mail with proof of receipt For registered mail with a foreign delivery address, you should go to a Post Office or Post Point.
How do I make a postcard using Mobile Postcard?
FAQ
Residential
Make a postcard via the Mobile Postcard app on your smartphone or tablet by following these simple steps: Step 1: Download the app from the App Store or Google Play. For Android devices For iPhone or iPad Menu > Log in > New Account Fill in the requested details. Your email address is used as your login account. You'll receive an email to confirm your registration. Menu > My Account > Return Address Enter your
, return address
, . If something goes wrong during delivery, the card will be sent back to you. Step 2: You can buy credits as a result of which you're able to send your postcards at a discounted rate. If you would prefer to pay for them one at a time, you can immediately start making your card. Step 3: Click on ‘Send a postcard’. Step 4: Choose the layout of your postcard and select one or more photos from your smartphone or tablet, or make a photo in the app. You can also add a video at this step. Step 5: Add any stickers or a theme to your personalised postcard - there is a suitable layout for every season. Step 6: Add a personal message and type in the address. Step 7: Choose your sending method: 'Priority' or 'Non-priority' for Belgium. Step 8: Pay and send your postcard. Send your card before 3 p.m. to have it printed and sent on the same day. When your personalised postcard is sent, you will receive a confirmation email. You'll be able to find updates by looking under Follow-up > Sent .
, Can I arrange for my postcard to only be sent a week from now?
, You can choose the date your postcard will be sent, but not the date it will be delivered. This means you're able to plan the sending of your cards in advance. We print your cards on the planned date and send them the same day. If you send your card to an address in Belgium by 'Priority' mail, it will be delivered the first workday after being made. If you send your card to an address in Belgium by 'Non-priority' mail, it will be delivered in Belgium within three workdays. If you send a card to an address in a country other than Belgium, the delivery is in the hands of the postal service of that country.
How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?
FAQ
Residential
We are sorry about your damaged parcel.
, Tip:
, If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.
, I am the recipient
, If you are the recipient of the parcel, 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 parcel from Belgium
, , please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents. If you have
, received a damaged parcel from abroad
, , please contact bpost (02 278 51 26) + 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 our online form . 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.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
FAQ
Residential
A couple of tips if you have not received anything: Check if someone else (your neighbour or flatmate) has received your parcel. If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell. Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace . Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.
, If you are the receiver
, and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.
, If you are the sender
, , please contact our customer service. This is best done using our online form . This way you can immediately provide us with all the necessary information and documents to handle your ticket.
How do I send a parcel with signature upon receipt?
FAQ
Residential
If you want a signature upon receipt of your parcel, you should choose the shipping option ‘with guarantee’. That means the recipient must sign for receipt and you have a guarantee up to €500 if your parcel is lost or damaged. To send your parcel with a guarantee, click on the ‘Guarantee (up to €500)’ option on the online shipping tool. Or ask about it in the Post Office or Post Point. You will have to pay extra for this option. For parcels sent abroad, a basic guarantee of up to €500 (or €15 for documents) is included. As a private sender, you cannot take out a higher guarantee.
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