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Why wasn't my parcel delivered to a bbox locker?
FAQ
Residential
There can be different reasons why your parcel was not delivered to a bbox: The bbox was full or out of order due to a technical breakdown. Your parcel was too heavy or too large. Some parcels cannot be delivered to a bbox; these include Registered Mail (signature required) and parcels that require payment upon delivery. If we cannot deliver your parcel to a bbox, we will deliver it to a different Pick-Up Point close by. You will be informed with Track & Trace and the My bpost app.
The postman didn't ring the doorbell. What can I do?
FAQ
Residential
We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not obliged to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track & Trace you can immediately see if your parcel has been delivered.) Check regularly that your bell is still working properly. If the postman regularly fails to ring your bell, please report this by filling out our online form . We will ask for your contact details so that we can discuss this with the right postman.
If the status of your parcel does not change in Track & Trace, there may be different causes: Your parcel is delayed. Our foreign colleagues cannot give Track & Trace information about your parcel. If the status of your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), and the addressee has not received anything, contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation. Only the sender can ask to open a dossier with bpost. If you are the recipient, please contact your sender.
BNPPF appointment
Residential
Schedule your advice appointment with BNP Paribas Fortis at bpost.
How do I dispute import costs on a gift?
FAQ
Residential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift . If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.
Can I recover my import costs?
FAQ
Residential
If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation. You will be compensated up to the amount of the customs formalities if: your shipment was sent with tracking (barcode that does not start with the letter “U”) the sender has opened an investigation the investigation makes it clear that the fault lies with bpost
, Tips:
, If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost. Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.
I receive someone else's mail. What can I do?
FAQ
Residential
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.
Can my parcel be delivered to my neighbour or a safe place?
FAQ
Residential
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.
I didn't receive a QR code. What do I do now?
FAQ
Residential
For bbox lockers with a screen, just enter the barcode on the screen. For Screenless bbox lockers, first enter the barcode in the My bpost app and then follow the steps in the app to collect your parcel. If you have opted for direct delivery to a bbox locker and if you did not receive an e-mail that your parcel is available, please check that our e-mail did not end up in your spam folder. If you have received an e-mail that your parcel is available, please read the steps in the e-mail carefully. For some bbox lockers, you do not need a QR code. If you did not receive an e-mail that your parcel is available, please contact a bbox locker responsible on 02 320 23 90.
In principle, parcels that you receive from a sender within the European Union do not have to go through customs. However, Belgian customs can screen these shipments exceptionally. Some regions of the EU are subject to customs duties and VAT. This is because they are not part of the customs territory of the EU, even though they are part of the geographical territory of the EU (e.g., the Canary Islands). Always check the country of origin of your parcel. Something you order from a European webshop can also come from outside the European Union. In that case, you will have to pay any customs charges in advance via the My bpost app or via Track & Trace. You can always refuse these extra costs. Your parcel will then be returned to the sender.
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