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Why was my parcel not delivered according to my preference?
FAQ
Residential
There are several reasons why your parcel was not delivered according to your preference.
, Your profile is not yet complete.
, Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.
, Tip:
, Check your profile in MyPreferences A green “V” appears next to your address if your account is validated (10 days after creation). Make sure your address is correct. Add the names you use to order parcels. Add all email addresses you use to order parcels.
, No email address received from sender
, It is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.
, The type of parcel prevented us from delivering according to your delivery preference
, Delivery to your safe place and your neighbour is not possible for: Parcels with payment upon delivery (e.g. a number plate). Parcels you can only receive after showing your secure delivery code. Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’. Parcels sent under guarantee or with insurance cannot be delivered to a safe place. Delivery to a Parcel Locker is not possible: If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point. For parcels you can only receive after showing your secure delivery code. Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.
, Tip:
, Check Track & Trace to see if the delivery preferences apply to your parcel.
, The postman could not perform the delivery preference
, Your safe place was not safe enough, not accessible and/or not dry enough. The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it. Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.
, Tip
, : have you noticed this happening on a regular basis? Then modify your delivery preferences. If you think there is another reason, you can report it via our online form .
Unfortunately, we cannot reimburse you for this. This is because your letter does not have a bar code and therefore we cannot trace it. We cannot trace when your letter has arrived at our sorting centre. This is however possible if you send your letter by registered post. Would you like to make a complaint because your prior mail has not been delivered on time? Please contact our customer service via the online form at the bottom of this page.
The following table shows what a valid or invalid declaration of non-receipt, proof of deposit, proof of payment and photos of the damage mean. Read more
Your delivery preferences, your rules
Residential
Your delivery preferences, your rules
Flexible shipping and return options within Belgium
Prepare your business parcels for shipment. Send your parcels quickly and easily
See the steps for activating Mastercard Identity Check on your bpaid card in the bpaid app. Or check out the instructional video below the answer. 1. Log in to your bpaid account in the app. If your card is not secure, the app will ask you whether you wish to activate your card for online payments. 2. You can also do this yourself in “Manage card” > “Activate online payments”. 3. If you have already linked a mobile phone number to your card, you can continue. If not, follow the instructions for registering a mobile phone number at a Post Office. 4. You will receive an activation code by text message on that number. Enter this six-digit code when requested in the app. 5. The next step is setting your Mastercard Identity Check mPIN. This is a six-digit code you use for online transactions protected with Mastercard Identity Check. Depending on your smartphone, you can also use Face ID of fingerprint recognition. 6. In the event of an online transaction you will be asked to authorize your payment in the bpaid app by means of your mPIN, Face ID or fingerprint recognition. 7. After confirmation the “Activate online payments” option will no longer be visible in the “Manage card” menu.
, Instructional video
Webservice - Algemene Voorwaarden
When can I follow my parcel with Track & Trace?
FAQ
Residential
As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track & Trace using the barcode. You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track & Trace . This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost. As soon as the sender hands your parcel over to bpost, you will be able to track it.
What should I do if my parcel cannot be cleared because insufficient information is provided?
FAQ
Residential
If your parcel cannot be cleared because insufficient information is provided, you will be asked to upload the missing documents with the relevant bpost form. bpost form in FR: Documents de douane relatifs aux envois internationaux bpost form in NL: Douanedocumenten bij internationale zendingen The sooner we receive this information, the sooner your parcel will be cleared through customs. You will receive this request by email, text message or as a push notification in the My bpost app. If you do not respond or bpost does not have your relevant contact details you will be sent a letter. You will also find the request for information and the link to the form in the My bpost app or Track & Trace. These documents are required for parcels to clear customs: For purchases: an invoice/proof of payment stating the contents and the value. For gifts: an email from the sender stating the contents of the shipment, the value (up to €45) and the fact that it is a gift. For special authorisations or exemptions: the certificate date and number. For diplomatic exemptions: an 136F form completed in full and validated, uploaded online and original sent by mail. For business purchases when subject to VAT: an EORI number and a VAT number (if you have a licence to defer VAT payments on imports, you must state the ET 14000 licence number). If you do not respond to this request for additional information within 14 days we will return your parcel to the sender. Charges may be payable to clear your parcel through customs. Customs duties, VAT and all other possible charges (such as anti-dumping duties and environmental duties) are calculated based on the information you provide. As the addressee, you will receive a request by email, text message, push notification or letter to pay any import charges. You must settle these charges in the My bpost app or Track & Trace before delivery.
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