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We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not obliged to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track & Trace you can immediately see if your parcel has been delivered.) Check regularly that your bell is still working properly. If the postman regularly fails to ring your bell, please report this by filling out our online form . We will ask for your contact details so that we can discuss this with the right postman.
If the status of your parcel does not change in Track & Trace, there may be different causes: Your parcel is delayed. Our foreign colleagues cannot give Track & Trace information about your parcel. If the status of your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), and the addressee has not received anything, contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation. Only the sender can ask to open a dossier with bpost. If you are the recipient, please contact your sender.
How do I dispute import costs on a gift?
FAQResidential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift . If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, 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 form as proof.
How do I dispute import costs on a gift?
FAQResidential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift. If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, 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 form as proof.
How quickly will my letter be delivered abroad?
FAQResidential
The delivery time for letters to foreign countries depends on different factors: The destination: your letter is usually delivered faster within Europe than outside Europe Postal delivery in the destination country: foreign postal services might not distribute letters daily Local holidays Within Belgium, your international letter is treated as priority mail until it reaches the border. This is not necessarily the case in the destination country.
, Indicative delivery period of letters in foreign countries
, To our neighbouring countries: 2 to 3 working days To other European countries: 3 to 6 working days To the rest of the world: 5 to 20 working days Since bpost has no influence on the postal process in other countries, the delivery period may differ from the indicative delivery period.
Can I recover my import costs?
FAQResidential
If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation. You will be compensated up to the amount of the customs formalities if: your shipment was sent with tracking (barcode that does not start with the letter “U”) the sender has opened an investigation the investigation makes it clear that the fault lies with bpost
, Tips:
, If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost. Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.
bpost returns your parcel to the sender if: The sender entered your home address incorrectly. Your parcel was not accepted at the door (e.g. because it is damaged) You did not pick up your parcel at the Pick-up point within 14 calendar days You did not pick up your parcel at the Parcel Locker within 5 calendar days Contact the sender to take further actions (e.g. to ship your parcel again or if you want a refund). If your parcel was returned to sender incorrectly, please let us know via our online form at the bottom of this page.
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
FAQResidential
In this case, your parcel comes from outside the EU, even if it was ordered from a European webshop. Some webshops send their products directly from the country of origin. If that country is outside the EU (e.g. the United Kingdom), you might be charged import costs. Always check the sender address of your parcel when ordering items online. If you receive a payment request for import costs, you can still refuse your parcel before making the payment. You can do this via the My bpost app or via Track & Trace. In that case, your parcel will automatically be returned to sender.
What happens to the photo of my proof of identity taken during the delivery of registered mail?
FAQResidential
We take great care to ensure that the photo taken of your proof of identity during the delivery of registered mail is securely saved to our system. Those photos are always taken with bpost secured devices. Your photo will never just be shared or made public. It is taken as a security measure to prove that the registered mail has been delivered to the right person. It remains confidential and is only accessed in very exceptional circumstances, such as a legal dispute about the delivery of the item. In that case, a judge may demand to see the photo of your proof of identity. The photo will only be released under strict legal conditions, in compliance with all applicable data protection laws and regulations. It is kept for 13 months in line with the legal retention period. At the end of this period it is automatically erased.
What does a barcode look like and where can I find it?
FAQResidential
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 Afwezigheidsbericht
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