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The door of a Parcel Locker will not open if: You are not standing in front of the correct locker. Always check the address and number of the Parcel Locker in the e-mail you have received from us. 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). If you are standing in front of a Screenless Parcel Locker , make sure that the My bpost app has access to your location and that Bluetooth is enabled on your smartphone. Are you sure your parcel is in there, but you still cannot open the door? Call our customer service in the following way: If your parcel is in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7) If your parcel is in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7)

I just missed my parcel. Can the postman pass by again today?

FAQResidential

No, regrettably that is not possible. For logistical reasons, our postmen cannot pass by your home once again. , 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 notice if we cannot reach you digitally. In this case, your parcel will not be available immediately. You or someone else can collect your parcel from the Pick-up point within 14 calendar days. , I have set delivery preferences , In this case your parcel will be delivered in accordance with your preferences (at a Pick-up point, in a safe place or at a neighbour). For full details of your parcel and its whereabouts, see our emails, the My bpost app or Track & Trace .

Why do I have to pay import costs for a barcode number I do not know?

FAQResidential

In most cases an online shop or sender will let you know which barcode you can use to follow your shipment online. In some cases, items are shipped without tracking. Examples include small items that fit in an envelope (a small cable, accessories, etc.) If this shipment comes from outside the EU, it will go through the import procedure upon arrival in Belgium. This shipment without tracing receives a barcode that starts with the letter 'U'. This allows you to pay the import costs via the My bpost app or Track & Trace. Once the import procedure has been completed, the status of this barcode (which starts with 'U') will no longer change. It will become a shipment without tracking once again, until it is delivered to you. Please remain alert for suspicious messages. Are you expecting a shipment? Could the text message or email you received be phishing? To be sure, check the barcode in the My bpost app or via Track & Trace. You can also find photos of your shipment there. If a payment is requested there as well, you can be sure that the shipment is destined for you.

My parcel arrived in Belgium. How long will my parcel remain at customs?

FAQResidential

This depends on where your parcel was sent. , My parcel comes from inside the European Union , Customs is authorised to check all shipments from inside the European Union. That usually involves suspect shipments from EU member states and shipments with excisable goods inside the European Community. Your parcel doesn't usually experience extra delays. , My parcel comes from outside the European Union , These parcels undergo an import procedure by default. The handling period depends on the following two factors: whether your parcel has enough information, such as the value and nature of the goods. (If that is not the case, you will receive a letter a few days later. In that case, the handling period is extended until you send the additional information). The customs clearance service of bpost checks whether VAT, customs fees or other duties have to be paid on your parcel. whether customs or other official authorities have to check your parcel. That is the case for medicine, plants and food, weapons, suspected counterfeit goods, etc. You can follow the status of your parcel online with Track & Trace and the My bpost app.

How do I know who is the sender of my parcel?

FAQResidential

Based on your parcel's barcode number, you can check the name and address of the sender with Track & Trace and the My bpost app.

Will I receive a failed delivery notice for registered mail?

FAQResidential

If you are not home when we try to deliver registered mail to you and you have not set any delivery preferences, we will always leave a failed delivery notice stating where you can pick up your registered mail from the next working day. You can also see where you can pick up your registered mail in the My bpost app or in Track & Trace. , Set your delivery preference for registered mail , In the My bpost app you can select your delivery preference for registered mail: Straight to your letterbox You will receive a notification when registered mail is delivered to your letterbox. To a designated person You give a (last minute or traditional) mandate to an adult, who is then able to receive your registered mail or pick it up for you. , I haven’t received a failed delivery notice , If you haven’t receive a failed delivery notice, you can pick up your registered mail by presenting the barcode on your proof of payment or proof of deposit. Be sure to take your ID card with you. Do let us know if you haven’t received a failed delivery notice so we can take action to rectify this in the future.

How do I send a parcel with a bbox locker?

FAQResidential

You can send your parcel by leaving it in one of our bbox lockers. You can find them everywhere in Belgium, near supermarkets, stations, office buildings, etc. , Sending a parcel via a bbox locker with screen , Take your parcel (with a return label on it) to a bbox locker in your neighbourhood. Scan the code on your shipping label or enter the barcode manually. Put the parcel in the locker that opens automatically. If the locker is too small, press 'Report a problem' on the screen and close the locker. A larger locker will then open. Close the door and confirm on the screen. , Sending a parcel via a Screenless bbox locker , Take your parcel (with a return label on it), to a bbox locker in your neighbourhood. Open the My bpost app and make sure that Bluetooth and location features are enabled on your smartphone. Click 'Send' at the bottom of the app and then on 'Add a shipment'. Follow the steps to select the Parcel Locker and an appropriate locker. Place your parcel in the locker and close the door. The postman will empty the lockers every working day. You will then receive a confirmation e-mail (be sure to check your junk mail). You can easily follow your parcel via the My bpost app or Track & Trace .

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