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When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments. If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs. If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment. , Tips , : if you buy something outside the EU, choose: a tracked shipment: that way you can follow your shipment online a registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.

How do I make and order personalised stamps?

FAQResidential

How does MyStamp work? , Step 1: Choose your photo , Select a photo from your computer, tablet, smartphone, Picasa, Flickr or Facebook. It can be horizontal or vertical. You can edit your photo in the tool; for example you can zoom in or add some text. Good to know: the photos remain your property. bpost does not become the owner of your photo and does not have the right to use your photo unless you give explicit permission. , Step 2: Make your choice , Choose your stamp: Priority stamp, Non-Priority stamp (1 for standardised mail in Belgium and 2 for non-standardised mail up to 100 g), a Europe or World stamp. Choose the number of stamp sheets. , Step 3: Enter your details , Enter your promotional code then choose whether you want to log in or continue without an account. , Step 4: Pay for your order , Pay for your personalised stamps with Maestro, Visa, MasterCard or home banking.

I was not home when the postman passed by. Where is my parcel now?

FAQResidential

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?

FAQResidential

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

FAQResidential

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.

Why do I have to pay for the import of a shipment?

FAQResidential

My shipment is coming from within the EU , Some regions of the EU are also subject to customs duties and VAT because they are not part of the EU customs territory, even if they belong to the geographical territory of the EU (e.g. the Canary Islands). , My shipment is coming from outside the EU , In accordance with European customs legislation and VAT regulations, you must pay taxes (customs duties, VAT, excise duty and administrative processing charges) on all commercial shipments from outside the EU. Your shipment will only be delivered if you pay these charges within 14 days of receiving the payment notification. Once the import fees are paid, your shipment will be presented to customs. If your shipment is a gift , you may be exempt from import charges in certain cases. If you order from a registered online shop (Import One-Stop Shop or IOSS), which pays the VAT in advance, you don’t have to pay any additional taxes, customs duties or administrative fees to the customs clearance service of bpost. You can easily recognise a recognised webshop: if your shopping basket states that VAT is included, you are safe! Most major webshops such as , AliExpress, eBay and Wish , are already registered. Ali Express Ebay Wish , Please note: , shipments with a value above €150 are always subject to customs duties and administrative processing costs.

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