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Why should I contact the sender if my parcel is damaged?
FAQResidential
Most senders have fixed agreements with bpost for damaged parcels. Only the sender can file a complaint for a damaged parcel because the sender pays bpost for the shipment. In addition, he can decide, in consultation with you, to reship the parcel or to refund you. Your sender will ask you for photos of the damage, both of the packaging and of the contents, because he needs them in order to file a complaint with us. Please also note that bpost must receive the complaint within 7 calendar days of delivery, regardless of what the sender agrees with you. It is therefore best to contact him as soon as possible.
This status appears when the sender confirms that we can deliver your parcel on his behalf. Either the sender is still preparing the parcel, or the parcel has been handed over to bpost but still needs to be sorted and processed. Most parcels are processed within 5 days after the sender has chosen bpost as postal service.
, After 5 days, my parcel still has the status 'in preparation'
, I am the receiver
, Contact the sender to find the best solution for your order (e.g. reship your order or receive a refund). The sender is the only one who can start an investigation via bpost.
, I am the sender
, If you are the sender of the parcel, please contact our customer service using our online form . This way you can immediately provide all the necessary information and documents to start an investigation.
How does a money transfer with Ria work?
FAQResidential
You can send money with Ria Money Transfer in five easy steps: You complete the ‘Send Money’ form. You give the form to the counter clerk together with your identity document and the money. You sign as correct and get a receipt that states the PIN code of your transaction. You contact your addressee and communicate the PIN code that he or she needs to pick up the money. Your addressee picks up the cash at a Ria agency with the PIN code and his or her identity document.
Accessibility declaration
Residential
bpost does all it can to make this website accessible in accordance with the law of 19 July 2018 regarding the accessibility of websites and mobile applications of government agencies.
General Terms and Conditions
Residential
General Terms and Conditions regarding bpost service.
How long is a return shipment in transit?
FAQResidential
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel
Which delivery preference can I choose if I am not home?
FAQResidential
If you know you won’t be home, you can request the following delivery options for this shipment*: Directly to a Pick-up point or Parcel locker in your neighbourhood Directly to a different address the same day The next working day instead To a safe place (provide a photo to help us) To a close neighbour – either chosen by bpost or by you (ask them first if they agree) *Some of them are not available as last-minute options For future deliveries, you can plan ahead by setting general delivery preferences in the MyPreferences web portal or in the My bpost app . Tip: with the My bpost app, you can follow all your parcels at a glance and change your delivery preferences up to 5 minutes before the delivery.
Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier. In case of damage, your complaint must be submitted to bpost within 7 calendar days. In case of loss abroad, we will start an investigation if your parcel does not receive a status change after: at least 5 workdays for shipments to a neighbouring country at least 10 workdays for the United Kingdom and all other countries
The address listed in Track & Trace or the My bpost app is based on the address provided by the sender to bpost.
, The address is wrong or incomplete
, If you notice that the delivery address is wrong or incomplete, you can still modify it in the My bpost app or in Track & Trace. Provided that: Your parcel has not yet arrived at our sorting centre. Both the correct and incorrect address share the same postal code. The delivery address is not a Pick-up point. Your parcel is sent from Belgium.
, Tip:
, always check that your address details are up to date when ordering from an online store.
, I cannot change the delivery address (anymore)
, Don't worry, when your shipment is en route for delivery, our postmen are asked to compare the address with the one printed on the shipping label. If we cannot find the address or match it, we will return your shipment to the sender. You will be notified of this in Track & Trace and the My bpost app. In this case, contact the sender to determine what steps should be taken.
, My shipment comes from outside the EU
, If you see a wrong address during the import procedure and receive an invitation to pay the import costs, it is best to refuse the shipment. This is because we cannot guarantee that the shipment will be delivered correctly and you cannot get a refund for the import costs.
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