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What if I am not at home when the postman delivers my parcel?
FAQ
Residential
You can set your delivery preferences to tell us where a parcel should be left if you are not at home. You can choose from the following parcel delivery options: In a safe place around your home At a neighbour At a Pick-up point Straight to a Parcel Locker. (The postman will not try to deliver to your home first.) You can set your delivery preferences for all your bpost parcels or just for individual parcels. Additional options when your parcel is on its way When your parcel is on its way, you’ll get an email or an app notification stating the delivery date and location. You have various options: Have the parcel delivered to another address in your neighbourhood Postpone delivery by one working day I have not yet set any delivery preferences If you haven’t yet set your delivery preferences, we will generally try to leave your parcel at a neighbour or in a safe place by your home. If we cannot do this, we’ll let you know where you can pick up your parcel: Digitally in the My bpost app or in Track & Trace , if we know your email address. By means of a failed delivery notification if we cannot reach you digitally. In this case your parcel will not be available immediately. You or someone else can pick up your parcel within 14 calendar days. I have set delivery preferences In this case your parcel will be delivered in accordance with your preferences. For full details of your parcel and its whereabouts, see our emails, the My bpost app or Track & Trace .
How can I file a complaint to bpost?
FAQ
Residential
Did something go wrong with your mail, shipment or parcel? That is annoying, of course. Fortunately, there are several ways to solve your problem.
, Use our online form (quickest way)
, Choose your specific situation below and complete the corresponding online form. Parcel damaged, lost or not delivered > Mail not received or only partially received > Not happy with postman > Parcel not delivered according to my delivery preferences > Complaint about the Moving Service (NL) > If you have a different complaint, please call our customer service (+32 2 278 51 26). Monday - Friday : 08.00 – 12.30 13.00 – 18.00 Saturday : 09.00 – 13.00
Unfortunately, we cannot reimburse you for this. This is because your letter does not have a bar code and therefore we cannot trace it. We cannot trace when your letter has arrived at our sorting centre. This is however possible if you send your letter by registered post. Would you like to make a complaint because your prior mail has not been delivered on time? Please contact our customer service via the online form at the bottom of this page.
I want to send a large parcel within Belgium. Which sizes and weights are permitted?
FAQ
Residential
The following conditions apply for a parcel within Belgium: The maximum weight is 30 kg the longest side is max. 1.5 m the total length of the sides is max. 3 m (1 x length + 2 x width + 2 x height) If you use a Parcel Locker, the following conditions apply: The maximum weight is 30 kg. The minimum size is 145 mm x 112 mm. The maximum size is 420 mm x 310 mm x 580 mm. The following rules apply for cylinders: Weight: maximum 30 kg Length: maximum 1.5 m Diameter: maximum 400 mm See our packaging guide for tips on preparing your parcel.
What should I do if I want to send an important parcel?
FAQ
Residential
If you want extra assurance for your parcel, you can choose these options when creating a shipping label:
, With guarantee
, : your parcel is protected against damage and loss up to €500. And the postman asks the receiver to sign for receipt.
, Confirmation of delivery
, : you receive a text message or email when the parcel is delivered, if the parcel could not be delivered, or if the addressee has not collected the parcel in the Post Office or Post Point. These options are also available for parcels sent abroad and can be requested at a Post Office or Post Point.
For night deliveries we always provide separate capacity. If, exceptionally, there are more parcels than available lockers, we will deliver your parcel to a nearby bbox locker. Each location has 3 back-up lockers for this purpose. In very exceptional cases (e.g. a general power outage in a municipality), delivery nearby may not be possible. In that case, the parcel will be returned to the sender and you will be notified immediately. If we nevertheless fail to keep our promise to deliver before 7 a.m., we will automatically adjust your invoice to the standard price for bbox deliveries. You can always track your parcel via Track & Trace.
How do I write the address correctly on the envelope?
FAQ
Residential
Just like with electronic addresses, one letter can affect the proper delivery. Validate your address to be sure that it is known at bpost. The photo below shows how to write the address of the addressee correctly. Don't forget to mention the name of the addressee (required) and to put your own address on the back of your letter (recommended but not required). Adres brief EN Positioning zone of recipient address box Recipient address box Franking and cancellation zone Free zone for the sender Return address zone Index zone Semi-free zone for the sender (no address)
How do I send registered mail?
FAQ
Residential
You can create a shipping label to affix to your registered mail item in
, the
, My bpost app
, or our
, shipping tool
, . Please note that the delivery address must be in
, Belgium
, . This includes registered mail with or without proof of receipt. For registered mail with a foreign delivery address, you should go to a Post Office or Post Point. You can print it if your smartphone/computer is connected to a printer. After creation, you will receive an email containing the shipping label. You can also send the email with the shipping label to someone who can print it for you. You can choose to have your shipping label printed in a Post Office or Post Point. You then drop the item off: At a Post Office At a Post Point In a Red Letterbox After payment you receive a digital proof of payment in the app or shipping tool itself and by email. The proof of deposit will appear in the app or in your account when your registered mail item enters our network. This is deemed a legally valid document in the event of a dispute.
, When do I receive the proof of deposit when dropping off my registered mail in a Red Letterbox?
, If you drop off your mail item after the last collection of the day it will only enter our network next working day.
, At a Post Office or Post Point
, The person at the counter at a Post Office or Post Point can help you create your registered mail item. You can choose from: Standard registered mail Registered mail with proof of receipt After payment you receive a paper proof of payment and a stamped proof of deposit from the person at the counter. This is also deemed a legally valid document in the event of a dispute. At the moment you cannot send registered mail in the form of an email with bpost. Limited to documents only; no goods allowed.
, Can I change the shipping label for my registered mail?
, Unfortunately, you cannot change a label once it has been created. If you change it yourself with a pen (the name or address, say), it will be deemed invalid and not delivered. In this case, we advise you to create a new shipping label.
, Can I send my registered letter without an envelope?
, We do not recommend it, but yes, it is possible to send a registered letter without an envelope. Please be aware that this type of mailing has several significant drawbacks: risk of damage risk of the letter being opened lack of confidentiality of the contents obligation to comply with specific rules higher postage rates apply due to manual handling Still wish to send your registered letter without an envelope? In that case, the following rules apply: The paper you use must have a minimum weight of 140 g/m². Please note that standard home-printer paper is 80 g/m² and is not suitable. The right-hand side of the front page must be left clear to specify the address, affix the postage, and allow postal service markings to be added. Finally, please note that any item sent folded, unsealed, or without an envelope must be posted at the
, non-standard postage rate
, .
Shipping labels can be created for deliveries to pick-up points in the Netherlands with the PrestaShop and WooCommerce plug-ins. Shipments to Pick-up points in other countries will be available soon. If you have any questions about your plugin, you can always email eol@bpost.be . Shipping labels cannot currently be created for deliveries to a Pick-up point in another country than Belgium with the Adobe Commerce, Ecwid and Shopify plugins, but they will be available soon. However, you can manually create a label for delivery to a Pick-up point abroad on the bpost shipping platform.
I cannot find my parcel in my safe place. What do I do now?
FAQ
Residential
Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel. If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page. Please note that in some cases we can't deliver to your safe place. Discover in which cases .
Download My Bpost app
