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How and where can I request proof of receipt?
FAQ
Residential
You can request proof of receipt for registered mail in 3 ways: In the My bpost app Via our online shipping tool At a Post Office or Post Point
, Requesting proof of receipt in the My bpost app
, Open the app and tap “registered mail” from the list of products that can be sent. From the options select “digital acknowledgement of receipt”. Confirm your order to request proof of receipt. Once your registered mail has been delivered you will see the signed proof of receipt in the app.
, Requesting proof of receipt via our online shipping tool
, Go on the tool and and click on “Registered mail” from the list of products that can be sent. Select the format of your mail item and create an account or sign in. From the options select “digital acknowledgement of receipt”. Confirm your order to request proof of receipt. Once your registered mail has been delivered you will see the signed proof of receipt in your account.
, Requesting proof of receipt at a Post Office or Post Point
, Go to a Post Office or Post Point and ask for both a proof of deposit and a proof of receipt. Fill out both forms. Check the proof of receipt box on the barcode label and the proof of deposit. Affix the proof of receipt to the back of the mail item by folding over one of the self-adhesive strips on the front of the mail item. Drop off your mail item with the proof of deposit and proof of receipt at a Post Office or Post Point. Once your registered mail has been delivered you will receive the signed proof of receipt in your letterbox.
, Can someone other than the addressee sign a confirmation of receipt?
, Only those with a mandate from the addressee can sign the confirmation of receipt.
, How much does a confirmation of receipt cost?
, You can calculate the price of a confirmation of receipt with our price calculator .
bpost returns your parcel to the sender if: The sender entered your home address incorrectly. Your parcel was not accepted at the door (e.g. because it is damaged) You did not pick up your parcel at the Pick-up point within 14 calendar days You did not pick up your parcel at the Parcel Locker within 5 calendar days Contact the sender to take further actions (e.g. to ship your parcel again or if you want a refund). If your parcel was returned to sender incorrectly, please let us know via our online form at the bottom of this page.
How do I contact bpost's customer services?
FAQ
Residential
There are several ways to get an answer to your questions or to get in touch with bpost.
, Online
, You can usually find an answer to your question via our frequently asked questions . In some cases, we will ask you to fill in an online form. This way we can serve you faster and have all the necessary information at our disposal at the same time. You can also file a complaint online via our complaint forms . For some services (i.e. bpaid , Service de Déménagement , Track & Trace ) we can be reached by chat.
, By phone at 02 278 51 26
, In a Post Office, Post Point or Parcel Point
, You’re always welcome in one of our offices. Use our online tool to find one in your neighborhood.
, By post
, You can also reach us by post at the address below. The letter doesn’t have to be stamped. bpost Box 5000 1000 Brussels
Is my parcel protected against damage, theft and loss by default or do I need an extra guarantee?
FAQ
Residential
Sent within Belgium (national)
, With a regular shipping label, without extra options, we only reimburse the shipping costs of your parcel if we are responsible for the loss or damage. If your parcel is shipped ‘with guarantee’, you will be reimbursed for the value of the contents of the shipment (up to €500) +
,
, the shipping costs. If the contents only include documents, you will receive a €15 compensation.
, Sent outside Belgium (international)
, Depending on the shipping option , you are entitled to the following compensation:
, Economy
, : no compensation
, Standard
, : the maximum compensation is 40 SDR* + 4.5 SDR* per kg + the postage fees. More information about this calculation .
, With guarantee:
, You will be reimbursed for the value of the contents of the shipment (up to €500) + the shipping costs. If the contents only include documents, you will receive a €15 compensation.
I just missed my parcel. Can the postman pass by again today?
FAQ
Residential
No, regrettably that is not possible. For logistical reasons, our postmen cannot pass by your home once again.
, 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 notice if we cannot reach you digitally. In this case, your parcel will not be available immediately. You or someone else can collect your parcel from the Pick-up point within 14 calendar days.
, I have set delivery preferences
, In this case your parcel will be delivered in accordance with your preferences (at a Pick-up point, in a safe place or at a neighbour). For full details of your parcel and its whereabouts, see our emails, the My bpost app or Track & Trace .
Did you send your Mobile Postcard via the app before 3 p.m.? Because we then print and send your card the same day. If you sent the card to an address in Belgium as 'Priority' mail, it should be delivered the first day after it has been made. If the card is sent as 'Non-priority', it should be delivered within three working days. If you sent the card to an address in a country other than Beglium, the delivery will be the responsibility of the postal service in that country. Complaints can be submitted by filling one of our
, forms
, : My Mobile Postcard is misprinted My Mobile Postcard was not delivered - was delivered too late - is damaged You are responsible for the quality of the photos, the layout of your postcard, and the correct address: For your photo or video postcard, choose photos of at least 1831 x 1276 pixels. Check the print preview of your postcard carefully. Follow the app's suggestions if an error message appears on the address. Menu > My Account > Return Address Enter your return address. If something goes wrong during delivery, the card will be sent back to you.
What should I do if the Mobile Postcard app freezes or is slow?
FAQ
Residential
Download the latest version: For Android devices For iPhone or iPad Restart the app: if a new version is not available, close the app completely, then reopen it. Reinstall the app: if the app still has problems, delete the app from your smartphone or tablet, then reinstall it once again. Please note: your designs and addresses will be lost if you delete the app. If the problem isn't solved with all these steps, be sure to contact the customer service or webmaster@bpost.be. We will work as quickly as we can to solve the technical problem. Have the following information handy when you phone customer service: the brand of your smartphone or tablet, the device type or model, the type of device, version of the operating system on your device, and the version of the app. You can find the version in the app under Menu > Version of the app .
, I paid but I don't see my credits in the app. What should I do?
, When you buy credits for postcards, they should appear in your app immediately. If you don't see them, close the Mobile Postcard app, then reopen it. If you still don't see your new credits, log out then log back in. Check whether the payment was successful. And check that you are logged in with the same email address as you used to buy the credits. If you check everything and still don't see the credits in the app, contact customer service.
My parcel is not at the Pick-up point. What now?
FAQ
Residential
We are sorry that you were unable to collect your parcel. Please check the following before contacting our customer service: Whether your parcel is not at a different Pick-up point or bbox locker. This can happen very exceptionally. You will always be informed via e-mail, in the My bpost app or via Track & Trace. Whether your parcel has not been returned to the sender. Your parcel remains available maximum 5 days in a bbox and 14 days at a Pick-up point. You will always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
, My parcel is not at the pick-up point
, If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not,
, if you are the sender
, , you can fill out the online form to start an investigation.
, My parcel is not in the bbox
, If your parcel had to be delivered to a bbox with a screen , please call 02 320 23 90 (24/7 available). If your parcel had to be delivered to a Screenless bbox , please call 02 278 50 87 (24/7 available).
What are the dimensions of the different bpost parcels?
FAQ
Residential
bpost packaging comes in different sizes. There is a suitable box for every parcel. See our packaging guide for tips on preparing your parcel.
Download My Bpost app
