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How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?
FAQ
Residential
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.
Choose your delivery solution and send your parcel to an address or one of the 2800 Pick-up points in Belgium. Parcel is delivered the next workday after it is handed in.
Can I send cash and have it transferred?
FAQ
Residential
You can send cash with Ria Money Transfer: you pay the amount in cash at the counter. You can have the money deposited on the bank account of your addressee in some countries. For that, you need your addressee's account number (IBAN for Europe) and the name and BIC code of his or her bank. The counter clerk in your Post Office will tell you which countries allow this. Please note: you cannot transfer cash to a bank account in Belgium. Your addressee must pick up the cash at a Post Office or Ria agency.
Where can I buy several packages at the same time?
FAQ
Residential
Post Office Post Point Parcel Point (depends on stocks in the shop) eShop See our packaging guide for tips on preparing your parcel.
That is possible if you purchase a shipping label via our website, in our eShop or in a Post Office, Post Point or Parcel Point.
Is a return label the same as a mailing label?
FAQ
Residential
If the online shop provides a label for sending your order back, it is called a return label. If you must purchase a label on our website or a Post Office, Post Point or Parcel Point, it is called a shipping label.
How long will my registered mail remain available after receiving a failed delivery notice?
FAQ
Residential
Your registered mail remains available in the designated Post Point or Post Office for 15 calendar days. A judicial letter remains available for 8 days.
How do I stamp my parcel for outside Belgium?
FAQ
Residential
To send your parcel abroad, you need a shipping label. You can buy a shipping label online, or in a Post Office or Post Point. For a destination outside the European Union you must also add customs documents.
Do I have to prove why I am sending money?
FAQ
Residential
The counter clerk in your Post Office will ask why you are sending money.
How must I print and attach my online shipping label?
FAQ
Residential
You print and attach your shipping label as follows: Print your shipping label (at home) or choose the option ‘Print in a Post Office or Post Point'. Attach the shipping label to your parcel with strong tape. Make sure that it is water-proof and can withstand transportation.
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