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How do I get my money if my parcel is lost or damaged during shipment with payment upon delivery?
FAQResidential
For a parcel with the 'payment on delivery' option, you benefit from a guarantee consisting of a contribution up to 500 euro for goods and 15 euro for documents. 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.
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.
What can/can't I send with an envelope?
FAQResidential
Look in the General Terms and Conditions (NL or FR ) to see what you cannot send in a letter. When sending objects, it's best to use a reinforced envelope or send it as a parcel .
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
How much does it cost to send a photo card or video card to an address outside Belgium?
FAQResidential
Check the Mobile Postcard website for current prices. You pay for your postcard upon shipment, or you purchase credits in advance – your postcard is always cheaper with credits. Prices to send a photo or video postcard to an address outside Belgium: photo card to an address outside Belgium: 1.5 credits. video postcard to an address outside Belgium: 1,75 credits.
You can always return your parcel with bpost, even if it was delivered by a different postal service. In that case, you must purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point. You send your return shipment as regular mail. The price depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.
How do I create a mailing label? How long does it remain valid? Where do I have to attach it?
FAQResidential
If the original sender does not offer any return options, then you must return your parcel and purchase a shipping label on our website, in the eShop or in a Post Office, Post Point or Parcel Point. The shipping label is valid for 3 months, but you should ask the original sender how much time you have to send your parcel back. You attach the shipping label firmly on your parcel with tape. It must not come loose. Make sure that the entire shipping label is legible. The barcode must be visible immediately. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered.
What if my return shipment gets lost?
FAQResidential
In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when: there is a return label in your parcel you refused the parcel the parcel could not be delivered to you If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
I receive someone else's mail. What can I do?
FAQResidential
Is the address correct on the letters that you receive? bpost delivers shipments based on the address, not the name. We are required to deliver letters intended for your address to you. You no longer want to receive someone else's letters? Cross out the address, write on the envelope that this person no longer lives at this address, then place the letter in a red mailbox or in the mailbox at a Post Office. We will inform the sender. Is the address on the letters that you receive incorrect? We are sorry that our postman is delivering someone else's mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.
I cancelled my purchase but a hold remains on the amount. How do I get the hold lifted?
FAQResidential
If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted. You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below. Ask the merchant to send you the following: An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account) Confirmation (in an email, for example) that the merchant agrees to release the hold. Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.
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