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The postman didn't ring the doorbell. What can I do?
FAQ
Residential
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.
What information do I need to provide when shipping to the US?
FAQ
Residential
To comply with U.S. customs requirements, you must provide:
, Recipient details:
, Name, address, phone number, and email.
, Detailed contents description:
, Each item in the parcel must be described accurately (e.g., “cotton T-shirt” instead of “clothing”).
, Value of each item:
, The actual purchase price or fair market value.
, Country of origin:
, Where the goods were manufactured.
, Reason for export:
, For example, sale, gift, return, or sample.
, HS code (if available):
, A product classification code used by customs. Don’t worry if you don’t know it, our partner Zonos will fill it in for you. Incorrect or incomplete details can seriously affect your shipment, leading to:
, Delays
, in customs clearance and delivery.
, Additional costs
, for corrections or reprocessing.
, Return or confiscation
, of the parcel by U.S. Customs if the information doesn’t meet legal requirements.
I receive someone else's mail. What can I do?
FAQ
Residential
Is the address correct on the letters that you receive? bpost delivers shipments based on the address, not the name. We are required to deliver letters intended for your address to you. You no longer want to receive someone else's letters? Cross out the address, write on the envelope that this person no longer lives at this address, then place the letter in a red mailbox or in the mailbox at a Post Office. We will inform the sender. Is the address on the letters that you receive incorrect? We are sorry that our postman is delivering someone else's mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this.
I didn't receive a QR code. What do I do now?
FAQ
Residential
For bbox lockers with a screen, just enter the barcode on the screen. For Screenless bbox lockers, first enter the barcode in the My bpost app and then follow the steps in the app to collect your parcel. If you have opted for direct delivery to a bbox locker and if you did not receive an e-mail that your parcel is available, please check that our e-mail did not end up in your spam folder. If you have received an e-mail that your parcel is available, please read the steps in the e-mail carefully. For some bbox lockers, you do not need a QR code. If you did not receive an e-mail that your parcel is available, please contact a bbox locker responsible on 02 320 23 90.
bpost - Privacy
Residential
Summary
Most senders have fixed agreements with bpost for lost parcels.
, Only the sender can file a complaint
, for a lost parcel because the sender pays bpost for the shipment. He needs to meet certain deadlines for this, but in the meantime he can decide, in consultation with you, to send the parcel again or to refund you. Your parcel has already been delivered on our Track & Trace , but you haven't received it? Then check the following possibilities before contacting the sender: Ask if someone else (your neighbour or co-inhabitant) has received your parcel. The postman may have placed it into the letterbox if it is a small parcel. Your parcel may have been delivered according to your delivery preferences (immediately at a Pick-up point, at your safe place, to your neighbour). Make sure that you have not received an attempted delivery notice from the postman in your letterbox. This will tell you where your parcel is. It is possible that the sender asks you to confirm that you did not receive the parcel by e-mail or signed document when the parcel was sent with guarantee.
In some cases, you may be asked to pay VAT and import charges again, even though you already paid them when placing your order. Some webshops collect these charges upfront. However, they must also send this information electronically for verification to customs. If the information is missing, incomplete or incorrect, customs cannot verify that the charges have already been paid. As a result, VAT and import costs may be charged again when your parcel arrives in Belgium.
, Important:
, It is not enough for this information to be written on the parcel or shared afterwards. Customs must receive it in the correct digital format before the parcel is imported.
, What can you do?
, You have 2 options:
, Refuse the parcel
, Refuse the parcel via the My bpost app or Track & Trace. Then contact the seller and request a full refund.
, Pay the charges and request a refund
, Pay the charges so your parcel can be delivered. Then contact the seller and ask for a refund of the VAT and import costs that were charged incorrectly.
Send a parcel: which details do I need?
FAQ
Residential
To deliver your parcel correctly, we need the following details: Your address. In case your parcel is returned. Address of the addressee, Pick-up Point or Parcel Locker of your choice. If you create your shipping label online , you can easily choose the Pick-up Point or Parcel Locker from a list. Email address of the addressee (required when sending to a Parcel Locker). That way, we can take their delivery preferences into account (if within Belgium). The dimensions and weight of your parcel.
, Sending a parcel outside the EU
, In addition to the above data, for a parcel outside the EU you also need to fill in the CN23 document completely and attach a copy ( More information on customs documents ): On this form, you have to fill in the following fields: Sender Addressee Phone number and email address of the recipient HS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult FPS Finance . Country of origin Shipment details Always include two copies of the invoice or the pro forma invoice. For shipments with a value of more than €1,000 you should also add the Single Administrative Document.
Can I download the My Bpost app on my tablet?
FAQ
Residential
Unfortunately the My Bpost app (still) isn't available for tablets. You can download the app on your smartphone via Google Play or the App Store. Download the app: For Android For iPhone
bpost is required to register the data of international parcels electronically since 1 January 2021. The requested information depends on the type of shipment and its destination. This information was formerly requested via paper forms. Now it is done digitally, resulting in the following advantages: improved distribution quality of the shipments simplified customs formalities
Download My Bpost app
