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What happens if the addressee has moved house?
FAQResidential
bpost delivers the parcel based on the stated address. If your addressee no longer lives there, we register that the address is not correct or that the addressee no longer lives there. bpost sends the parcel back to you. If you think that your parcel was wrongfully sent back to you, you can report this via the online form at the bottom of this page.
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Receive registered mail
Residential
Safely and worry-free
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.
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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.
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My parcel is from outside the EU. What process does it have to go through before I can receive it?
FAQResidential
When a parcel from outside the European Union arrives in Belgium, it is handed over to the bpost customs clearance service, which prepares it for customs clearance. The process is as follows:
, 1. Clearance of the parcel
, If VAT on your parcel has been paid in advance via the webshop, it will be immediately handed over to customs. If not, it will be cleared through customs first. This includes the calculation of customs duties, VAT and any other fees (like anti-dumping duties and environmental duties). As of July 1, 2021, this applies to all shipments, regardless of their value. More information about the customs rules. As the recipient, you must pay these import costs in advance via the My bpost app or via Track & Trace. You will receive an email, text message or letter with a payment invitation.
, 2. Security check
, Customs performs a security check on all goods arriving in Belgium from outside the European Union. Customs checks whether the goods can be imported to Belgium. If not (e.g. counterfeit goods, weapons or medicine), customs blocks your parcel. If so, your parcel is cleared and will be released.
, 3. Delivery of the parcel
, As soon as customs clears the goods, bpost takes care of delivery. Bear in mind that the whole process can take several days. You can track the status of your parcel via Track & Trace. You will be notified if any further formalities need to be completed.
Receive and send the flexible way
Residential
Stay in control of your parcels and registered mail, even if your plans change. Convenient functions that make your life easier, with regular updates.
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