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I won’t be home. How do I set my delivery preferences?
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 in your neighbourhood Directly to a different address the same day The next working day instead To a safe place To a neighbour 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.
Shipping labels can be created for deliveries to pick-up points in the Netherlands with the PrestaShop and WooCommerce plug-ins. Shipments to Pick-up points in other countries will be available soon. If you have any questions about your plugin, you can always email eol@bpost.be . Shipping labels cannot currently be created for deliveries to a Pick-up point in another country than Belgium with the Adobe Commerce, Ecwid and Shopify plugins, but they will be available soon. However, you can manually create a label for delivery to a Pick-up point abroad on the bpost shipping platform.
If you want to reclaim your VAT, you need to enter your VAT number in Track & Trace or the My bpost app before paying the import costs. If you do not do this, or only after making payment, you cannot reclaim your VAT. Don't forget to submit your invoice with this VAT number when you file your tax declaration.
, Enter VAT number
, Enter the barcode of your parcel into Track & Trace or the My bpost app. Provide us with your VAT number via the form above the payment button.
, Please note
, that this notification does not entitle you to a deferral of payment or exemption from VAT.
For every shipment, bpost guarantees you a minimum amount in compensation (CMR) in the event of damage or loss, but you can also add the following guarantees: bpack World Business bpack Europe Business bpack World Express Pro bpack @bpost international (pick-up points) bpack World Easy Retour Basic guarantee: compensation up to €500 Optional Included Optional Optional Not available Complementary guarantee: compensation up to €5000 Optional Optional Optional Optional Not available Signed-for delivery Optional Optional Optional Optional* Not available *Delivery against signature for shipments to Parcel Lockers is not possible. Select these options for your international shipments on your shipping platform or configure them in your integrated systems.
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.
If Track & Trace indicates that bpost has received your shipment, you will receive it within a maximum of 5 working days. If the shipment has not arrived after 10 working days, you can file a complaint with the sender. The sender can decide whether to refund the purchase (partially) or reship your order. As there is no tracking of the shipment, there is no compensation possible from bpost.
, Tip:
, when buying outside the EU, always opt for a tracked shipment and preferably buy from webshops that ask you to pay VAT in advance. This limits your costs and risks (import costs cannot be recovered in case of loss or damage) and speeds up the delivery time.
We will only leave a failed delivery notice if we cannot reach you digitally. That helps us cut our paper consumption. For the latest information about the status and whereabouts of your parcel, see our emails, the My bpost app or Track & Trace .
, Picking up a parcel
, You can collect your parcel by showing the barcode number of your parcel in the e-mail or in the My bpost app. As soon as your parcel is at a Pick-up point, the status of your shipment is updated on Track & Trace and you will receive an e-mail. So always check the status of your parcel online before you go to the Pick-up point.
The My bpost app will not be able to connect to the Parcel Locker if: Your smartphone does not have access to your location and/or Bluetooth on your smartphone is not enabled. You are not standing in front of the correct locker. Always check the exact address and number of the Parcel Locker in the e-mail you have received from us (sometimes there are 2 lockers in the same street). Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
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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