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I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
FAQResidential
In exceptional cases, you may have to pay VAT and import costs a second time on your shipment. This is because the IOSS webshop on which you ordered or the local postal company of the sender did not (correctly) register this information. An IOSS shop is required to forward its IOSS number digitally. Customs uses this number to read out the necessary information about your shipment automatically. If this number is not transmitted or valid, the bpost customs clearance service is obliged to charge the recipient for VAT and customs formalities. (It is not enough to note the IOSS number on the package or to communicate it afterwards.) If you are charged import costs and VAT a second time, then: You can refuse the shipment in the My bpost app or Track & Trace and request a full refund from the sender. You can pay the import costs and reclaim the VAT from the sender who wrongfully charged it. To do this, contact the sender and present your proof of payment from the My bpost app or Track & Trace.
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Days with changes to bpost services
Residential
A few days a year, we adapt our services to popular holidays and the closing days of banks and public services. Find out on which days bpost adjusts its services.
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.
Delivery preferences registered mail
Residential
Delivery preferences registered mail
We understand how it could be irritating to have to show your ID card every time you receive registered mail. However, under the postal law ( see Royal Decree of 14 March 2022 – Chapter 2 Article 9. § 1 ) our delivery and counter staff have an obligation to check your identity and to take a photo of an official document confirming your identity. That is because registered mail has legal value. We therefore need to check your proof of identity to verify your identity, so we can be certain that the mail has been handed to the right person.
, Valid documents other than your ID card
, You can have the delivery person take a photo of another official proof of identity rather than your ID card . id-passport-permis Transport
, Have registered mail delivered straight to your letterbox
, You can also have your registered mail delivered straight to your letterbox without having to sign for it. You can activate this option in the My bpost app (as a delivery preference) or at a Post Office or Post Point – upon presentation of your ID card. You authorise bpost to deliver registered mail straight to your letterbox and you will no longer need to show your ID card or even be home at the time of delivery.
The address listed in Track & Trace or the My bpost app is based on the address provided by the sender to bpost.
, The address is wrong or incomplete
, If you notice that the delivery address is wrong or incomplete, you can still modify it in the My bpost app or in Track & Trace. Provided that: Your parcel has not yet arrived at our sorting centre. Both the correct and incorrect address share the same postal code. The delivery address is not a Pick-up point. Your parcel is sent from Belgium.
, Tip:
, always check that your address details are up to date when ordering from an online store.
, I cannot change the delivery address (anymore)
, Don't worry, when your shipment is en route for delivery, our postmen are asked to compare the address with the one printed on the shipping label. If we cannot find the address or match it, we will return your shipment to the sender. You will be notified of this in Track & Trace and the My bpost app. In this case, contact the sender to determine what steps should be taken.
, My shipment comes from outside the EU
, If you see a wrong address during the import procedure and receive an invitation to pay the import costs, it is best to refuse the shipment. This is because we cannot guarantee that the shipment will be delivered correctly and you cannot get a refund for the import costs.
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