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You can buy a shipping label in a Post Office, Post Point or Parcel Point. If you create a shipping label online, you can have it printed at a Post Office or Post Point. Indicate this option - before you pay – in your shopping basket. Please note: this choice is valid for your entire order and not per label. Some Post Offices have a kiosk where you can create your shipping label.
Why can’t I see Mail Ahead in the My bpost app?
FAQ
Residential
The new feature of the My bpost app called Mail Ahead is a beta version for now. During this testing phase, we limit the number of users to a selection of beta testers. How do I know if I can test it already? If you’ve received an e-mail or see the Mail Ahead tab in the ‘More’ menu of the My bpost app, you can activate and test this feature. Simply verify your identity with itsme®. More options to verify your ID will soon be available.
How do I know when my parcel arrived at the addressee?
FAQ
Residential
Follow your parcel with Track & Trace or the My bpost app. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or email; they are also on the shipping receipt or Post Office receipt. If you want to be notified by text message or email, choose the option ‘With confirmation of delivery’ when creating your shipping label. This option is only available for shipments within Belgium.
I got my letter back because the address was incorrect. How do I know if I am using the correct address?
FAQ
Residential
To be sure of the correct address, you can validate it online on the bpost website. You check if the address in Belgium is known at bpost but not if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.
How do I know whether a webshop applies the VAT rules?
FAQ
Residential
Non-European webshops can register with the EU to enable the payment of VAT and import costs in advance in their webshop. You can easily recognise a registered webshop: if your shopping basket indicates that VAT and duties are included, then you’re safe! That way you avoid: paying unwanted import charges and customs clearance fees; paying VAT on customs clearance fees; waiting longer to receive your shipment. NB: for goods with a value above €150, you will always have to pay import charges as these are not paid by the webshop.
When will bpost send the secure delivery code?
FAQ
Business
The unique code generated by bpost is used in tracking notifications. The recipient receives tracking emails when the following milestones are reached: When you confirm your delivery request as shipper. When the delivery round commences (for home deliveries) or when the mail is available at the Pick-up point. When a home delivery cannot be made because no one is present at the address, in notification and reminder emails. The secure delivery code will also be available in your recipient’s My bpost app if the same email address is linked to the recipient’s app account.
What are import duties and who pays them?
FAQ
Residential
Import duties are taxes charged by U.S. Customs on goods entering the country. The amount depends on: the type of product its value its origin There are also handling fees, which cover the administrative work needed for customs clearance. These include the services of Zonos, our partner that calculates and transmits customs data to the U.S. authorities. You pay all these costs upfront when creating your shipment. This means the recipient will not pay anything upon delivery.
, Good to know:
, Gifts from individuals to individuals declared as gift and valued under $100 can also be sent without restrictions.
My parcel is not in the bbox locker; it was sent back to the sender. Why, and can I still receive it?
FAQ
Residential
bpost returns your parcel to the sender in the following cases: If the sender entered an incorrect address for the bbox locker. If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel. If you didn't remove your parcel from the Parcel Locker after 5 calendar days. Contact the sender to be able to receive your parcel.
In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions ): We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter. My letter is damaged. What happened? It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel.
Can I protect my international parcel against theft or damage?
FAQ
Residential
You can protect the contents of your parcel sent abroad up to €500 via the ‘With warranty’ mailing option. In case of loss or damage, you will be reimbursed for the value of the contents of your shipment (up to max. €500) + the shipping costs. If the contents only include documents, then you will be reimbursed €15 in case of damage or loss. You can select the ‘With warranty’ mailing option when creating a shipping label via the online shipping tool. Or go to a Post Office or Post Point near you and ask the counter clerk to mail your parcel sent abroad with warranty. More information about the calculation of this compensation .
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