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for the key word « BPOST »
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.
The delivery address on my parcel is wrong. Now what?
FAQResidential
The address listed in Track & Trace or the My bpost app is based on the address provided by the sender to bpost.
, The address is not my current address
, Unfortunately, we cannot change it. The shipment will be delivered to the address indicated. Check whether your profile details are up to date in the online shop where you placed an order.
, The address is wrong or incomplete
, If you notice that the delivery address is wrong or incomplete, you can still modify it in the My bpost app or in Track & Trace. Provided that: Your parcel has not yet arrived at our sorting centre. Both the correct and incorrect address share the same postal code. The delivery address is not a Pick-up point. Your parcel is sent from Belgium.
, Tip:
, always check that your address details are up to date when ordering from an online store.
, I cannot change the delivery address (anymore)
, Don't worry, when your shipment is en route for delivery, our postmen are asked to compare the address with the one printed on the shipping label. If we cannot find the address or match it, we will return your shipment to the sender. You will be notified of this in Track & Trace and the My bpost app. In this case, contact the sender to determine what steps should be taken.
, My shipment comes from outside the EU
, If you see a wrong address during the import procedure and receive an invitation to pay the import costs, it is best to refuse the shipment. This is because we cannot guarantee that the shipment will be delivered correctly and you cannot get a refund for the import costs.
How long is a return shipment in transit?
FAQResidential
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel
How do I know if I can trace my international shipment?
FAQResidential
If the barcode of your international shipment does not start with the letter "U", then you can easily trace it and thus track it online. A barcode with the letter “U” is only used to enable the import procedure and to present the shipment to Belgian customs. After release, it will be handed over to bpost without further tracking. The barcode can be found in our communications (My bpost app, e-mail or sms), on the receipt from the Post Office and on the note the postman left in your letterbox. To track your shipment, make sure to enter the complete barcode on Track & Trace or in the My bpost app.
Receive a parcel from Belgium
Residential
Follow your parcel with Track & Trace. Choose where we can deliver it. And discover where your parcel goes if you are not at home.
Which delivery preference can I choose if I am not home?
FAQResidential
If you know you won’t be home, you can request the following delivery options for this shipment*: Directly to a Pick-up point or Parcel locker in your neighbourhood Directly to a different address the same day The next working day instead To a safe place (provide a photo to help us) To a close neighbour – either chosen by bpost or by you (ask them first if they agree) *Some of them are not available as last-minute options For future deliveries, you can plan ahead by setting general delivery preferences in the MyPreferences web portal or in the My bpost app . Tip: with the My bpost app, you can follow all your parcels at a glance and change your delivery preferences up to 5 minutes before the delivery.
Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier. In case of damage, your complaint must be submitted to bpost within 7 calendar days. In case of loss abroad, we will start an investigation if your parcel does not receive a status change after: at least 5 workdays for shipments to a neighbouring country at least 10 workdays for the United Kingdom and all other countries
Choose your delivery solution and send your parcel to an address or one of the 2800 Pick-up points in Belgium. Parcel is delivered the next workday after it is handed in.
The unique code generated by bpost, which is used in tracking notifications, is only sent to the email address the sender provides when creating the shipping label. The secure delivery code will also be available in your recipient’s My bpost app if the same email address is linked to the recipient’s app account.
How do I send registered mail to a Belgian address?
FAQResidential
You can send registered mail to a Belgian address in various ways.
, Via the My bpost app or shipping tool
, You can prepare your registered mail item in the My bpost app or via our online shipping tool . You can create a shipping label to affix to your registered mail item, which you can drop off in a Red Letterbox, at the Post Office or at a Post Point. In the My bpost app or through the shipping tool you can choose from: Standard registered mail Registered mail with proof of receipt
, At a Post Office or Post Point
, The person at the counter at a Post Office or Post Point can help you create your registered mail item. You can choose from: Standard registered mail Registered mail with proof of receipt Registered mail with personalized insurance (for items of value)
Download My bpost app
