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I was not home when the postman passed by. Where is my parcel now? What happens to your parcel depends on your delivery preferences. You can specify delivery preferences in MyPreferences or the My bpost app . , I have already specified my delivery preferences , If you are not home at the time of delivery, we will deliver your parcel according to your delivery preferences: to a neighbour, a safe place or a Pick-up Point. , I have not specified my delivery preferences , In that case, the postman will generally try to deliver your parcel to a neighbour or in a safe place. If that doesn’t work, you will receive a failed delivery notice in your letterbox. You or someone else can pick up the parcel at the Pick-up Point mentioned on the notice within 14 calendar days. Take into account that the Pick-up Point can still change. As soon as your parcel is at a Pick-up Point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up Point.

What can the result of a customs check be?

FAQ Residential

Customs can perform a security check on all goods coming from outside the European Union to verify whether the import into Belgium is allowed. This check is done after payment of the import fees and can have one of the following results: The import of the shipment is approved by Belgian customs the day after arrival in Belgium. The shipment is then given to bpost for processing and delivery. The shipment is subject to inspection. Please allow an additional 3 to 7 days for delivery. (Depends on whether other government agencies need to check the goods.) A fine must be paid (e.g. if the goods do not match the description) or additional documentation required (e.g. the import licence is missing). This will be communicated to you by letter or by email, together with further instructions. The goods are subject to import restrictions, so their importation is prohibited. In the worst case, your shipment may be returned to the sender or destroyed. This will be communicated to you by letter or by email, together with further instructions. , Important: , If you have paid the import costs and customs seizes your shipment, you will not be able to get a refund of the import costs.

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What does a barcode look like and where can I find it?

FAQ Residential

There are several bpost barcodes in circulation for parcels. Here are the most common ones. 24 digits starting with 3299 or 3232 (e.g. 329998745632147852365873) 18 digits starting with 3232 (e.g. 323256984521032569) 13 characters starting with two letters (CE, EE, CD, CZ) and ending with two letters (e.g. EE123456789BE) 27 characters starting with JJBEA (e.g. JJBEA2356412012365478896541) The following barcodes are used for registered mail: 30 digits for national registered mail, starting with 010 (e.g. 010541288500452621221234567890) 13 characters for international registered mail, starting with R (e.g. RA123456789FR) You’ll find the barcode in the following places: shipping label receipt mailing receipt notice of absence (see image) confirmation email communication from the sender , I can't track my shipment with the barcode, why is that? , This is the case when your barcode starts with the letter “U”. , Barcodes starting with “U” , are only created to allow shipments through customs. For this shipment, the decision was made to deliver without Track & Trace. This can be the choice of the sender or the recipient when purchasing from the online shop. Shipments with this barcode are , processed like letters , and will arrive within a maximum of 5 workdays after customs clearance.

Do I have to pay import costs on gifts from outside the EU?

FAQ Residential

On gifts from family or friends from outside the EU, customs charges import costs if the shipment does not meet all the requirements of a gift . If you believe that your shipment does meet these conditions, you can dispute these costs and apply for an exemption. You can do this after you have received a letter or request for payment. , I have received a letter to provide the proof of value , Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift You can then upload this email as proof via the online form. To do so, follow the instructions in the letter. , I have received an invitation to pay the import costs , Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Then, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this online form as proof. , Please note , : Customs carries out checks on the value of shipments. A fine may be imposed in the event of an erroneous declaration. Upload the sender's email to this form as proof.

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