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Receive parcel from abroad

Residential
Follow your parcel from abroad with Track & Trace. Discover where your parcel goes if you are not at home.

Do I need proof that my return is sent if I want the money from my purchase back?

FAQResidential
The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back. The barcode on the label is scanned in the Post Office or Post Point to send the parcel, or the postman taking your parcel scans the label for shipment. The original sender sees when the parcel is scanned in our Track & Trace tool. You can always take a screenshot of the Track & Trace tool or the My bpost app and e-mail it as proof. If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender. You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'confirmation of receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up point, you will receive an e-mail or text message. If none of this is sufficient for the sender as proof, please contact our customer service.

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.

Will I receive a failed delivery notice for registered mail?

FAQResidential
If you are not home when we try to deliver registered mail to you and you have not set any delivery preferences, we will always leave a failed delivery notice stating where you can pick up your registered mail from the next working day. You can also see where you can pick up your registered mail in the My bpost app or in Track & Trace. , Set your delivery preference for registered mail , In the My bpost app you can select your delivery preference for registered mail: Straight to your letterbox You will receive a notification when registered mail is delivered to your letterbox. To a designated person You give a (last minute or traditional) mandate to an adult, who is then able to receive your registered mail or pick it up for you. , I haven’t received a failed delivery notice , If you haven’t receive a failed delivery notice, you can pick up your registered mail by presenting the barcode on your proof of payment or proof of deposit. Be sure to take your ID card with you. Do let us know if you haven’t received a failed delivery notice so we can take action to rectify this in the future.

How do I send a parcel with a Parcel Locker?

FAQResidential
You can send your parcel by leaving it in one of our Parcel Lockers. You can find them everywhere in Belgium, near supermarkets, stations, office buildings, etc. , Sending a parcel via a Parcel Locker with screen , Take your parcel (with a return label on it) to a Parcel Locker in your neighbourhood. Scan the code on your shipping label or enter the barcode manually. Put the parcel in the locker that opens automatically. If the locker is too small, press 'Report a problem' on the screen and close the locker. A larger locker will then open. Close the door and confirm on the screen. , Sending a parcel via a Screenless Parcel Locker , Take your parcel (with a return label on it), to a Parcel Locker in your neighbourhood. Open the My bpost app and make sure that Bluetooth and location features are enabled on your smartphone. Click 'Send' at the bottom of the app and then on 'Add a shipment'. Follow the steps to select the Parcel Locker and an appropriate locker. Place your parcel in the locker and close the door. The postman will empty the lockers every working day. You will then receive a confirmation e-mail (be sure to check your junk mail). You can easily follow your parcel via the My bpost app or Track & Trace .

Receiving a parcel in a Pick-up point

Residential
Avoid missed parcels at the door. Have your parcel delivered directly to a Pick-up Point close by. Discover how.

Do I have to pay import costs on gifts from outside the EU?

FAQResidential
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.

Your shipment or parcel has been damaged or lost?

Residential
The following table shows what a valid or invalid declaration of non-receipt, proof of deposit, proof of payment and photos of the damage mean. Read more

How and where can I request proof of receipt?

FAQResidential
You can request proof of receipt for registered mail in 3 ways: In the My bpost app Via our online shipping tool At a Post Office or Post Point , Requesting proof of receipt in the My bpost app , Follow these steps: Open the app and tap “registered mail” from the list of products that can be sent. From the options select “digital acknowledgement of receipt”. Confirm your order to request proof of receipt. Once your registered mail has been delivered you will see the signed proof of receipt in the app. , Requesting proof of receipt via our online shipping tool , Follow these steps: Go on the tool and and click on “Registered mail” from the list of products that can be sent. Select the format of your mail item and create an account or sign in. From the options select “digital acknowledgement of receipt”. Confirm your order to request proof of receipt. Once your registered mail has been delivered you will see the signed proof of receipt in your account. , Requesting proof of receipt at a Post Office or Post Point , Follow these steps: Go to a Post Office or Post Point and ask for both a proof of deposit and a proof of receipt. Fill out both forms. Check the proof of receipt box on the barcode label and the proof of deposit. Affix the proof of receipt to the back of the mail item by folding over one of the self-adhesive strips on the front of the mail item. Drop off your mail item with the proof of deposit and proof of receipt at a Post Office or Post Point. Once your registered mail has been delivered you will receive the signed proof of receipt in your letterbox.    

My bpost app

Residential
The most complete track & trace app for your smartphone. Track all your packages in one app. Also parcels from PostNL, DHL and all other deliverers.