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On gifts from family or friends from outside the EU, customs charges import costs if the shipment does not meet all the requirements of a gift . If you believe that your shipment does meet these conditions, you can dispute these costs and apply for an exemption. You can do this after you have received a letter or request for payment.
, I have received a letter to provide the proof of value
, Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift You can then upload this email as proof via the online form. To do so, follow the instructions in the letter.
, I have received an invitation to pay the import costs
, Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Then, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this online form as proof.
, Please note
, : Customs carries out checks on the value of shipments. A fine may be imposed in the event of an erroneous declaration. Upload the sender's email to this form as proof.
Offer customers extra flexibility with our 4 different delivery methods for your parcels in Belgium. Let them choose between delivery at home, in a Pick-up point, Parel Locker or in your own point of sales. Read more.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
FAQResidential
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.
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.
Send parcels
Business
Send parcels
How does a crypto stamp work?
Residential
How does a crypto stamp work?
Specific rules apply depending on the value and packaging.
, Mail in an envelope
, Make sure that your envelope does not become damaged. Fasten the following items to the inside of the package: coins gold or silver objects jewellery or other valuable materials Registered mail with customised Iisurance exceeding €250 should be prepared carefully. Make sure that the shipment: is packaged securely and is one single piece is completely closed (with strong tape or in a secure envelope) is correctly sealed, with a special uniform imprint or special uniform markings from you as the sender is handed in without a label Registered mail with customised insurance up to €250 can be sent in a regular, closed packaged (without tape or stamps).
, Mail in a box
, Strict rules apply to mail in a box. The box itself must satisfy several conditions and a number of details are required on the box. The box must: be strong and made from wood, metal or plastic be sealed on all four sides if necessary, be tied up with rope whose ends are crossed and covered with a wax seal with an imprint or marking of the sender have walls with a minimum thickness of 8 mm Required details on the shipment: the word "Value" in a language of the destination country in Latin characters the name and address: of the addressee (on the front, lower-right corner) of the sender (on the front, upper-left corner or on the back) the stamps (on the front , upper-right corner) a barcode for identification (given by the Post Office) the amount of the value: written in full in EUROS On the top you must attach a white paper with: the address of the sender and the addressee the declaration of the value You can always get assistance in a Post Office; we will gladly help you make your registered mail with customised insurance ready for mailing.
What can I use the My bpost app for?
FAQResidential
The My bpost app is your gateway to various bpost services. You can track parcels, set your delivery preferences, settle import charges and so much more…
, See the status of parcels in Track & Trace
, You can track all your parcels in the app. That includes parcels delivered by other companies. Most bpost parcels are shown automatically in the app. You can add other parcels by scanning the barcode or manually entering the barcode number. You receive status updates to ensure you always know where your parcel is. You can choose which parcels you want to receive status updates for.
, Set your delivery preferences for parcels
, In the delivery preferences you can choose where a parcel is left if you are not home up to five minutes before delivery: your preferred neighbour a safe place in or around your home your preferred pick-up point You can also have your parcel delivered straight to a pick-up point or parcel locker.
, Set your delivery preferences for registered mail
, In the app you can also set as your preference that registered mail is delivered to your letterbox without you having to sign for it. You receive an email as soon as a registered mail item is delivered to your letterbox. You need your ID card to activate this service in the app.
, Create a shipping label
, You always need to affix a shipping label to parcels before dropping them off for shipment. You can create and pay for shipping labels in the app. You can then print the shipping label at home or at a post office or post point.
, Settle import charges
, When receiving parcels from outside the EU you will generally have to pay import charges. You can settle these charges securely in the My bpost app.
, Open screenless Parcel Lockers
, You can use our screenless Parcel Lockers to send, receive or return parcels. To open these Parcel Lockers you need to use the My bpost app.
Sustainability
Residential
Duurzaamheid in e-commerce is niet langer meer een trend, maar een must. Want een gezond klimaat, dat willen we allemaal. Samen met onze partners streven we naar minder CO₂, een duurzame werkomgeving voor onze mensen en een samenleving die verbindt in een veranderende wereld.
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