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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.
You can follow your shipment abroad online via Track & Trace or the My bpost app using the barcode number of your shipment. As soon as your parcel crosses the border, another foreign postal service will take care of the delivery. If our foreign colleagues provide status notifications, you will be able to follow them in our Track & Trace or the My bpost app . You can always try to follow your shipment via the tracking tool of the foreign postal service.
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.
I disagree with the import costs. What can I do?
FAQResidential
Paying import costs is a legal obligation when you order something from outside the EU. In addition to paying, you have the following options:
, I agree to pay but disagree with the amount
, The calculated import costs are based on the estimated value of the contents (based on the invoice), the official VAT rates and the customs duties applicable on the goods being shipped. If you can prove that the value was not estimated correctly, you can request a recalculation. In some cases, shipments are exempt from VAT and customs duties. You can request a recalculation in the following cases: shipments sent as a gift a diplomat receives a shipment a shipment is reimported Enter the barcode of your shipment into Track & Trace or the My bpost app. You will find the dispute form above the payment button. Once we receive your request, the payment deadline will be cancelled. Your request will be reviewed and either accepted or declined. You will be able to see the result in Track & Trace and in the My bpost app, and you will receive a new payment request with a payment deadline. If the shipment can be imported free of charge, you will be notified. The shipment is then presented to Belgian customs for clearance.
, I refuse to pay the import costs
, If you refuse to pay the import costs, we will not be able to deliver your shipment and it will be returned to sender. You can contact the sender to see if the purchase value can be fully or partially refunded to you. You can refuse to pay online. To do so, enter the barcode of your shipment via Track & Trace or the My bpost app. You will find the 'refuse' button next to the payment button.
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How do I know if I can track my shipment?
FAQResidential
You can check by looking at the barcode of your shipment. All shipments with a barcode can be tracked online, unless it starts with the letter 'U'.
, A barcode with the letter 'U' is not traceable and is only used to enable the import procedure in the country of destination. The barcode is mentioned in our communication about your shipment (My bpost app, email or text message), on the receipt from the Post Office and on the postman's attempted delivery notice. To track your shipment, you need to enter the full barcode via Track & Trace or in the My bpost app .
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.
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 can set your delivery preferences to tell us where a parcel should be left if you are not at home. You can choose from the following parcel delivery options: In a safe place around your home At a neighbour At a Pick-up point Straight to a Parcel Locker. (The postman will not try to deliver to your home first.) You can set your delivery preferences for all your bpost parcels or just for individual parcels. Additional options when your parcel is on its way When your parcel is on its way, you’ll get an email or an app notification stating the delivery date and location. You have various options: Have the parcel delivered to another address in your neighbourhood Postpone delivery by one working day I have not yet set any delivery preferences If you haven’t yet set your delivery preferences, we will generally try to leave your parcel at a neighbour or in a safe place by your home. If we cannot do this, we’ll let you know where you can pick up your parcel: Digitally in the My bpost app or in Track & Trace , if we know your email address. By means of a failed delivery notification if we cannot reach you digitally. In this case your parcel will not be available immediately. You or someone else can pick up your parcel within 14 calendar days. I have set delivery preferences In this case your parcel will be delivered in accordance with your preferences. For full details of your parcel and its whereabouts, see our emails, the My bpost app or Track & Trace .
We are sorry about your damaged parcel.
, Tip:
, If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.
, I am the recipient
, If you are the recipient of the parcel, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund). If you have
, received a damaged parcel from Belgium
, , please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents. If you have
, received a damaged parcel from abroad
, , please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.
, I am the sender
, If you are the sender of the parcel, it is best to contact our customer service via our online form . This way you can immediately provide all the necessary information and documents to process your file. In case of damage, your complaint must be submitted to us within 7 calendar days.
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