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What is a secure delivery?
FAQResidential
A secure delivery ensures that only you, or someone you designate, is able to receive your parcel. Your parcel will only be handed over if your personal secure delivery code is shown. You receive this code by email and it is also displayed in the My bpost app. You show it to the person who delivers your parcel or the person at the Pick-up point. The shipper, such as a webshop, selects a secure delivery if it needs to be sure that the right person takes receipt of the parcel. Unfortunately, due to the extra security requirements, we cannot always comply with your delivery preferences.
What is a video postcard?
FAQResidential
The bpost video postcard is a real postcard with a unique video message. The postcard includes a self-selected photo (or multiple photos) and a QR code that links to your selected video. Your addressee receives the card in their letterbox, and can view the video by scanning the QR code with their smartphone via: the Mobile Postcard app on their smartphone or tablet an app with a code scanner the camera on a recent smartphone The video can be up to one minute long and remains available for one year. Your video postcard is printed as a postcard and delivered to the letterbox at the address you give us.
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
FAQResidential
bpost returns your parcel to the sender in the following cases: If the sender entered an incorrect address for the Parcel Locker. If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel. If you didn't remove your parcel from the Parcel Locker after 5 calendar days. Contact the sender to be able to receive your parcel.
What happens if my registered mail with customised insurance is stolen, lost or damaged?
FAQResidential
If registered mail with customised insurance is lost, stolen or damaged, the sender will receive compensation from bpost. The compensation will be in line with: the actual amount of direct damage the maximum amount of the customised insurance You can apply for this reimbursement via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Please note: that is a different number than the number on the label of your original parcel. Be sure to enter the correct postcode: If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.
If your code isn’t accepted, you may have mixed it up with another parcel you are expecting. In that case, the other parcel should have been left at a pick-up point close to you. Your parcel will also be dropped off at a pick-up point if there’s a technical issue at the time of delivery. Check your email, Track & Trace and the My bpost app to know where it’s been taken. If you’re sure the code was right, contact our customer service to sort it out.
Most webshops allow you to have your parcel delivered to a Parcel Locker. The following webshops already do it: Zalando, Coolblue, Torfs, Lidl, bol, H&M, Zara, Massimo Duti, Farmaline, Smartphoto, A.S. Adventure ... New webshops are added every day. Would you like to order something through a webshop, but the Parcel Locker option is not listed among the delivery methods? You can still have your parcel delivered to a Parcel Locker via MyPreferences or the My bpost app.
I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?
FAQResidential
Via MyPreferences and the My bpost app you determine where your parcel can and cannot be delivered if you are not home. You can choose from three delivery preferences : - to a Pick-up point or Parcel Locker in your neighbourhood - in a safe place (e.g. under a carport or lean-to) - to a neighbour You can choose which specific neighbour can accept your parcel if you are not home. If this neighbour also isn't home, your parcel will be delivered to a Pick-up point.
Can I give my prepared parcel to the postman?
FAQResidential
To send or return your parcel with the postman, the following conditions apply: The postman must first deliver a parcel to your home address. You can't just leave it ready at the door or approach the postman in the street. Your parcel cannot weigh more than 30 kg. You are allowed to give the postman maximum 2 parcels per visit. Your parcel must be ready for shipping with a shipping or return label from bpost on it. Keep in mind that the postman can refuse your parcel if it does not meet the conditions or if they cannot transport the parcel safely.
How do I write the address correctly on the envelope?
FAQResidential
Just like with electronic addresses, one letter can affect the proper delivery. Validate your address to be sure that it is known at bpost. The photo below shows how to write the address of the addressee correctly. Don't forget to mention the name of the addressee (required) and to put your own address on the back of your letter (recommended but not required). Adres brief EN Positioning zone of recipient address box Recipient address box Franking and cancellation zone Free zone for the sender Return address zone Index zone Semi-free zone for the sender (no address)
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