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How to get a parcel out of the bbox locker?
FAQResidential
You will receive an e-mail once your parcel has arrived in the bbox locker. This e-mail contains the steps to open the bbox locker. You will also find the different steps on the Parcel Locker itself.
, bbox locker with screen
, Scan the QR code you have received via the My bpost app or e-mail. If you have opted for direct delivery to a bbox locker, you will also find a 6-digit code under the QR code to open the locker. Take out your parcel and close the door of the locker.
, Screenless bbox locker
, The Screenless bbox locker does not have a touch screen and can only be opened via the My bpost app. The app communicates via Bluetooth with the bbox locker in order to open it. First, enable Bluetooth and your location on your smartphone Open the My bpost app and select the parcel you would like to receive Follow the steps in the app to connect to the Parcel Locker and the door will open automatically. Take out your parcel and close the door of the bbox locker.
I got my letter back because the address was incorrect. How do I know if I am using the correct address?
FAQResidential
To be sure of the correct address, you can validate it online on the bpost website. You check if the address in Belgium is known at bpost but not if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.
Specific privacy policies
Residential
Specific privacy policies
If Track & Trace indicates that bpost has received your shipment, you will receive it within a maximum of 5 working days. If the shipment has not arrived after 10 working days, you can file a complaint with the sender. The sender can decide whether to refund the purchase (partially) or reship your order. As there is no tracking of the shipment, there is no compensation possible from bpost.
, Tip:
, when buying outside the EU, always opt for a tracked shipment and preferably buy from webshops that ask you to pay VAT in advance. This limits your costs and risks (import costs cannot be recovered in case of loss or damage) and speeds up the delivery time.
How are import costs calculated?
FAQResidential
The costs to import goods from outside the EU consist of 3 parts:
, VAT
, For all goods coming from outside the EU, a percentage of VAT on the value of the goods must be paid. This percentage varies between 6% (books) and 21% (electronic products). Please note that the VAT due for importing goods is calculated not only on the price you paid to the seller but also on certain additional costs such as shipping costs and the administrative fee charged by bpost for completing customs formalities.
,
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, Custom duties
, For certain categories of goods you have to pay customs duties. These are also represented by a percentage. For some goods (e.g. jeans), you pay up to 12% duty. For other goods you do not pay duty (e.g. books).
, Customs formalities or administrative fees
, The bpost customs clearance service charges administrative fees for the costs incurred during the import procedure if: the VAT was not paid in advance in a registered online shop (Import One-Stop Shop or IOSS) the value of the goods is more than €150 These costs include: the calculation of import taxes transferring the taxes to the government requesting additional missing information (e.g. licenses or invoices) storage costs From 1st January 2025, bpost will charge the following fees for customs formalities: 0 euro for private shipments with a value of up to €45. In this case, the sender has to prove that the shipment is a gift. (Please note: alcoholic products, perfume, toilet water, tobacco and tobacco products are subject to fees, even if they are gifts). 19.5 euros for customs formalities regarding non-exempted items with a maximum value of 150 euros. 40 euros for customs formalities regarding non-exempted items with a value over 150 euros.
, A numerical example
, Purchase of a T-shirt on a website in the United States of America Value incl. shipping costs: 40 euros Cost of customs formalities: 19.5 euros Import duties: 0 euros (because < 150 euros) Applicable VAT rate: 21% Measure of charge for VAT: 40 euros + 19.5 euros = 59.5 euros VAT amount due: 59.5 * 21% = 12.50 euros Payable to bpost: 32 euros (VAT: 12.50 euros + customs formalities: 19.5 euros)
, Total cost of your purchase: 40 euros (T-shirt) + 19.5 euros (customs formalities) + 12.50 euros (VAT) = 72 euros
, More information on the applicable tax rates and on how to calculate the import costs . TIP! Are you shopping in a non-EU webshop and want to avoid extra costs? If your shopping basket states that VAT is included, then you’re safe! You won’t have to pay any costs later.
Automate correct formatting and address validation in your IT systems.
No, as soon as your parcel is on its way, bpost will deliver it to the address indicated on your parcel. However, you can still change your delivery preferences up to 10 minutes before delivery. This way, you can have it delivered to a neighbour or to a safe place near your home.
, Tip
, : You can also let the My bpost app know where you would like your parcels delivered if you are not at home.
You are preparing a registered mail
, When you hand in your registered mail item, you receive a proof of deposit that the registered item has entered our network. If you want more peace of mind and proof that the addressee has taken receipt of your registered mail item, affix a proof of receipt . Can I require multiple addressees to sign for receipt? If you want multiple addressees at the same address to sign for registered mail, you will have to send a separate piece of registered mail for each addressee. From now on, only one addressee will have to sign, even if the registered mail is addressed to two or more individuals.
, Your registered mail item is on its way
, You can use Track & Trace to see when your registerd mail is received.
, What happens to my registered mail if the addressee is not home?
, Domestic
, registered mail
, The addressee is not home
, The postman will deliver the registered mail in accordance with the delivery preferences the addressee might have set in his My bpost app. If he has not set any delivery preferences, the postman will leave a failed delivery notice. The addressee can use this to pick up the item in the Post Office or Post Point mentioned on the failed delivery notice; the item must be collected within 15 calendar days. Only the addressee or those with a postal mandate from the addressee can accept registered mail. The item is only delivered after signing for receipt and checking the ID card of the addressee or postal proxy. The sender determines who the item must be handed over to. If the addressee does not pick up your mail within 15 calendar days, it will be sent back to you. Make sure that your name and address are clearly written on the item.
, The addresse has moved
, If the addressee has an active contract with the Forwarding Department at bpost, we will forward your item to his/her new address. If the addressee does not have a contract, your item will be returned to you with registered mail. Make sure that your name and address are clearly written on the item.
, International
, registered mail Before your international registered mail leaves Belgium, you can follow it via Track & Trace or the My bpost app . After it leaves Belgium, you can follow your shipment via the tracking tool of the foreign post operator.
, Can the addressee of my registered mail see who the sender is before delivery?
, The person you send your registered mail item to cannot see who the sender is before delivery. The addressee can see in Track & Trace and the My bpost app that registered mail is on the way as soon as the mail item enters our network. But the addressee will not see who the sender is until it is delivered.
If your parcel was not delivered, check the status of your shipment via Track & Trace or the My bpost app first. If the status of your parcel has not changed for a while (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint. Why do I have to contact the sender? Only the sender of your parcel can submit a complaint about a parcel that is not delivered. The sender will look for a solution together with bpost. If you are the sender, please contact our customer service via the online form . This way you can immediately provide all the necessary information and documents to process your file.
Our employees will gladly help you send your parcel abroad. In bpost Post Offices and Post Points you'll find a suitable box and filler material to protect your contents, and you can purchase the shipping label. Our employees will make sure that your parcel is not too big or too heavy.
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