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What happens if the addressee has moved house?
FAQ
Residential
bpost delivers the parcel based on the stated address. If your addressee no longer lives there, we register that the address is not correct or that the addressee no longer lives there. bpost sends the parcel back to you. If you think that your parcel was wrongfully sent back to you, you can report this via the online form at the bottom of this page.
When and where can I pick up my registered mail?
FAQ
Residential
If you have received one, the pick-up location and term will be stated on your failed delivery notice. If you have chosen in the My bpost app to have registered mail delivered straight to a Post Office or Post Point near you, you will receive a push notification in the app and e-mail as soon as the registered mail is available for pick-up.
Why was my registered mail sent back to me?
FAQ
Residential
The reason for the return is written on your returned registered mail. Registered mail is returned in the following cases: • if the address is incomplete or incorrect • if the addressee does not receive mail at the specified address • if the addressee declined to accept the registered letter • if the addressee did not pick up the registered mail within 15 days, after receiving a notice of absence.
I was home but still received a failed delivery notice in the letterbox. How can I file a complaint?
FAQ
Residential
When delivering registered mail and parcels, our postmen are required to ring the doorbell and wait a minimal time. Unfortunately, you might find a failed delivery notice in your letterbox even though you were home. You can file a complaint about this. Keep your failed delivery notice handy because you will need it to complete the form .
How long will my parcel remain available at the Pick-up point?
FAQ
Residential
Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.
Just because you've granted a mandate to receive your registered mail directly in your mailbox doesn't mean that the postman can drop off all registered mail without asking for your signature. He will need your signature for the following registered items: with acknowledgement of receipt including court mail electoral too big to fit in your letterbox The postman must also ring your doorbell if your letterbox is not compliant or not sufficiently secure (e.g. open or full).
How long is a return shipment in transit?
FAQ
Residential
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel
Why hasn't my international shipment been delivered?
FAQ
Residential
You can
, follow your parcel online
, with: Track & Trace the My bpost app If you have a bpost account , you can also follow your parcel in the bpost shipping tool. You'll need the barcode number of your parcel. Those details are on your shipping label or you received them via text message or e-mail; they are also on the shipping receipt or Post Office receipt.
, Please note:
, If your barcode starts with the
, letter ‘U’
, , you cannot track your shipment. This barcode is only used to facilitate the import procedure and present the shipment to Belgian customs. After the shipment is released, it will be handed over to bpost without further tracking.
, My parcel comes from inside the European Union
, There is no default import procedure. If it wants to, customs can check shipments from inside the European Union. Some regions of the EU are also subject to customs duties and VAT because they are not part of the EU customs territory, even if they belong to the geographical territory of the EU (e.g. the Canary Islands).
, My parcel comes from outside the European Union
, In this case an import procedure for your parcel will start upon its arrival in Belgium. The duration of this procedure depends on the following: Whether or not you already paid VAT on your shipment via the online shop The value of your shipment If you did not pay any VAT in advance or your shipment is worth more than €150, the bpost customs clearance service must first determine the import costs. To do this, the value of the contents of your shipment must be known (based on the invoice). If this is not provided, bpost will ask you to upload the invoice of your purchase online. You have 14 days to pay the import costs (VAT, import duties or any other customs fees and formalities). Most shipments are cleared within a week. In this phase, your goods are declared to Belgian customs. Customs has the right to check the content of your shipment. Please allow an additional 3 to 7 days for delivery in case of extra inspections.
, My parcel is a gift
, A parcel can be exempt from import costs when meeting the following conditions .
How and where can I leave a review of the My bpost app?
FAQ
Residential
This is how you share your experiences of the My bpost app with others:
, On Google Play
, Open Google Play on your Android device. Search for the My bpost app. Select the number of stars you want to give in ‘Rate this app’. Under the stars, tap ‘Write a review’. Follow the instructions on screen to write a review and add details. Tap ‘post’.
, On App Store
, Open App Store on your iOS device. Search for the My bpost app. Tap the stars to give a rating. Under the stars, tap ‘Write a review’. Tap ‘send’.
Business customers with a bpost contract can ship parcels to pick-up points in Belgium, as well as these foreign countries: France: delivery to Points relais® (pick-up points) or Lockers of our partner Mondial Relay Luxembourg: delivery to PackUp Points (pick-up points) and PackUp 24/24 (parcel lockers) of our partner Post LU. The Netherlands: delivery to ServicePoints (pick-up points and parcel lockers) of our partner DHL. For these international deliveries, our partners will ensure that they inform and offer the appropriate tracking options to your receivers.
Download My Bpost app
