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You’ll get an email or a notification in the My bpost app stating the delivery date and location when your parcel is on its way. You’ll then be able to have your parcel redirected to family or friends who live near you. Your parcel will be delivered straight to that address rather than trying your home address first. You are not home and you didn't set your delivery preferences The postman may deliver your parcel to a safe place or a neighbour. If that doesn't work, your parcel goes to a Pick-up point in your neighbourhood. You prefer to have your parcel delivered to the same place every time When setting your delivery preferences you can only list neighbours who live close by (within a 50 metres' radius). Your parcel will be delivered to that address if you are not home.
Depending on the delivery preference you set, the following applies: You can change a neighbour or safe place until 5 minutes before the delivery. You can change your Pick-up point or Parcel Locker until the evening (until midnight) before the delivery. You can set a different delivery address for your parcel as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this. You can postpone the delivery of your parcel to the next business day as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this. You can easily change your delivery preferences via the My bpost app or via Track & Trace, as long as the button 'Change delivery preferences' is available.
Is my parcel protected against damage, theft and loss by default or do I need an extra guarantee?
FAQResidential
Sent within Belgium (national)
, With a regular shipping label, without extra options, we only reimburse the shipping costs of your parcel if we are responsible for the loss or damage. If your parcel is shipped ‘with guarantee’, you will be reimbursed for the value of the contents of the shipment (up to €500) +
,
, the shipping costs. If the contents only include documents, you will receive a €15 compensation.
, Sent outside Belgium (international)
, Depending on the shipping option , you are entitled to the following compensation:
, Economy
, : no compensation
, Standard
, : the maximum compensation is 40 SDR* + 4.5 SDR* per kg + the postage fees. More information about this calculation .
, With guarantee:
, You will be reimbursed for the value of the contents of the shipment (up to €500) + the shipping costs. If the contents only include documents, you will receive a €15 compensation.
This status appears when the sender confirms that we can deliver your parcel on his behalf. Either the sender is still preparing the parcel, or the parcel has been handed over to bpost but still needs to be sorted and processed. Most parcels are processed within 5 days after the sender has chosen bpost as postal service.
, After 5 days, my parcel still has the status 'in preparation'
, I am the receiver
, Contact the sender to find the best solution for your order (e.g. reship your order or receive a refund). The sender is the only one who can start an investigation via bpost.
, I am the sender
, If you are the sender of the parcel, please contact our customer service using our online form . This way you can immediately provide all the necessary information and documents to start an investigation.
Occasionally the people at the Pick-up point won’t have had the chance to process your parcel, so they won’t be able to find it for you or hand it over immediately. To make sure the parcel is ready for you, check the My bpost app or Track & Trace before you go to the Pick-up point. If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation. To start a chat, simply enter the barcode number and postcode of your parcel in Track & Trace.
If your parcel gets lost or is damaged, then the compensation depends on the chosen option: Light parcels (up to 2 kg) without option 'declared value': no compensation Light parcels (up to 2 kg) with option 'declared value': you are compensated in accordance with the amount of the declared value. Parcels up to 30 kg: you receive compensation for the actual damage. That compensation is maximum 40 SDR per parcel. SDR stands for special drawing rights, a unit for international exchanges. 1 SDR = 1.2454 eur. Added to that amount are postage fees and 4.5 SDR per kg. If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
FAQResidential
In exceptional cases, you may have to pay VAT and import costs a second time on your shipment. This is because the IOSS webshop on which you ordered or the local postal company of the sender did not (correctly) register this information. An IOSS shop is required to forward its IOSS number digitally. Customs uses this number to read out the necessary information about your shipment automatically. If this number is not transmitted or valid, the bpost customs clearance service is obliged to charge the recipient for VAT and customs formalities. (It is not enough to note the IOSS number on the package or to communicate it afterwards.) If you are charged import costs and VAT a second time, then: You can refuse the shipment in the My bpost app or Track & Trace and request a full refund from the sender. You can pay the import costs and reclaim the VAT from the sender who wrongfully charged it. To do this, contact the sender and present your proof of payment from the My bpost app or Track & Trace.
د پوستي مالي معاملو په جریان کې پیژندنه
Residential
د پوستي مالي معاملو په جریان کې پیژندنه
You will receive several emails throughout the delivery process of your parcel: You will receive an email as soon as the sender tells us they want us to deliver your parcel and provides us with your email address. When your parcel is sorted, you will receive an email confirming the planned delivery date with a timeslot and allowing you to choose a delivery preference, including the option for next working day delivery. On the day of delivery, you will receive an email stating an estimated time of delivery. If you will not be home at that time, the email enables you to indicate where you want your parcel to be delivered. If the postman delivered your parcel in your letterbox, in a safe place or to a neighbour, you will receive a confirmation email. If your parcel is available at a Pick-up Point, Parcel Locker or point of sale, you will receive a confirmation email. Every email includes a link to track your parcel via our Track & Trace page. You can also track your parcel at any time in the My bpost app or on Track & Trace. If the status of a parcel changes, you will be informed with a notification in the app. You can always choose where your parcel will be delivered if you are not at home.
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Residential
Calculate the rate for your shipments
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