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How are import costs calculated?
FAQ
Residential
The costs to import goods from outside the EU consist of 3 parts:
, VAT
, For all goods coming from outside the EU, a percentage of VAT on the value of the goods must be paid. This percentage varies between 6% (books) and 21% (electronic products). Please note that the VAT due for importing goods is calculated not only on the price you paid to the seller but also on certain additional costs such as shipping costs and the administrative fee charged by Bpost (1) for completing customs formalities.
, Custom duties
, From 1 July 2026, customs duties to online purchases with an order value of up to €150. The amount you pay depends on the value of your shipment and whether it is a gift, an online purchase or an item sent by a private individual. See how customs charges are calculated
, Customs formalities or administrative fees
, If the online shop did not collect the VAT and customs duties at checkout, we handle the customs clearance on your behalf. An administrative fee is charged to cover this service. These costs include: the calculation of import taxes transferring the taxes to the government requesting additional missing information (e.g. licenses or invoices) storage costs From 1st January 2026, bpost will charge the following fees for customs formalities: 0 euro for private shipments with a value of up to €45. In this case, the sender has to prove that the shipment is a gift. (Please note: alcoholic products, perfume, toilet water, tobacco and tobacco products are subject to fees, even if they are gifts). 21.5 euros (2) for customs formalities regarding non-exempted items with a maximum value of 150 euros. 40 euros (2) for customs formalities regarding non-exempted items with a value over 150 euros. (1) To avoid double taxation, the import fees owed to bpost do not include VAT (exempt). You already pay VAT on these fees when you import your goods, just as you do on the delivery charges. (2) This fee is exempt from VAT (VAT incl. = VAT excl.), this exemption of the service by bpost applies as this cost is already added to the price of the goods for calculation of the import VAT due on the goods (see also (1) above). The import VAT is collected by Bpost in name and on behalf of the addressee and transmitted to the authorities. View calculation examples
What if my return shipment gets lost?
FAQ
Residential
In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when: there is a return label in your parcel you refused the parcel the parcel could not be delivered to you If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed.
, I used the return label of the sender or webshop
, If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment.
, I bought a return label via bpost
, Please contact our customer service using the online form at the bottom of this page in the following cases: If the status of your return shipment within Belgium has not changed for several consecutive workdays . If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays. If the status of your return shipment to another country has not changed for at least 10 workdays.
My parcel is lost. What do I do now?
FAQ
Residential
We recommend that you contact the sender if: The status of your 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). Track & Trace mentions the status ‘delivered’ but you cannot find the parcel anywhere. The sender can work with you to see what the best solution is for your order. Most senders have permanent agreements with bpost regarding lost parcels. Only the sender can submit a complaint regarding a lost parcel because the sender pays bpost for the shipment. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation.
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