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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 .

My return shipment doesn't seem to be moving in Track & Trace. Who can I contact?

FAQResidential

If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed. , I used the return label of the sender or webshop , If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment. , I bought a return label via bpost , Please contact our customer service using the online form at the bottom of this page in the following cases: If the status of your return shipment within Belgium has not changed for several consecutive workdays . If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays. If the status of your return shipment to another country has not changed for at least 10 workdays.

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.

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