Search result
232 results
filters 
Residential 
Business
Pages
FAQ
Blog
filters
232 results
for the key word « document avec case conditions »
How do I contact bpost's customer services?
FAQResidential
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
How can I avoid paying import costs?
FAQResidential
Since 1 July 2021, new customs rules apply and VAT must be paid on all shipments from outside the EU. If no VAT is stated at the point of purchase, additional import charges will be applied. To avoid additional import charges and increased VAT (as you pay VAT on customs clearance fees), we recommend that you order:
, from a registered webshop outside the EU.
, These shops settle the VAT on your purchase in advance so you don’t pay import charges and your shipment is processed more quickly. More info on how to recognise an IOSS registered webshop .
, from a webshop that ships from within Belgium or the European Union.
, Remember the United Kingdom is no longer part of the European Union.
, Please note:
, For goods with a value above €150, you will always have to pay customs clearance fees. In this case, the import charges cannot be paid via the webshop.
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed.
, I used the return label of the sender or webshop
, If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment.
, I bought a return label via bpost
, Please contact our customer service using the online form at the bottom of this page in the following cases: If the status of your return shipment within Belgium has not changed for several consecutive workdays . If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays. If the status of your return shipment to another country has not changed for at least 10 workdays.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
FAQResidential
A couple of tips if you have not received anything: Check if someone else (your neighbour or flatmate) has received your parcel. If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell. Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace. Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.
, If you are the receiver
, and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.
, If you are the sender
, , please contact our customer service. This is best done using our online form . This way you can immediately provide us with all the necessary information and documents to handle your ticket.
First check whether you have entered the correct email address and password for your account.
, Forgotten your password?
, If you have forgotten your password, you can request a new one by clicking on the link 'Forgotten your password?' on the login screen. You'll then receive an email at the email address the account is registered with. The email will include a link that allows you to set your password again. If you don't receive an email, you've most likely used a different email address to log in to the app. In that case, you'll need to make a new account. If you're still unable to log in, please contact customer service.
, A while since you've used your account?
, If you haven't used your account in the last three years, it will automatically be put on hold. You can once again create an account with the same email address, or a different one if you would prefer. If you still have credit on your old account, contact customer service to have it transferred.
I was not home when the postman passed by. Where is my parcel now? What happens to your parcel depends on your delivery preferences. You can specify delivery preferences in MyPreferences or the My bpost app .
, I have already specified my delivery preferences
, If you are not home at the time of delivery, we will deliver your parcel according to your delivery preferences: to a neighbour, a safe place or a Pick-up Point.
, I have not specified my delivery preferences
, In that case, the postman will generally try to deliver your parcel to a neighbour or in a safe place. If that doesn’t work, you will receive a failed delivery notice in your letterbox. You or someone else can pick up the parcel at the Pick-up Point mentioned on the notice within 14 calendar days. Take into account that the Pick-up Point can still change. As soon as your parcel is at a Pick-up Point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up Point.
I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
FAQResidential
In exceptional cases, you may have to pay VAT and import costs a second time on your shipment. This is because the IOSS webshop on which you ordered or the local postal company of the sender did not (correctly) register this information. An IOSS shop is required to forward its IOSS number digitally. Customs uses this number to read out the necessary information about your shipment automatically. If this number is not transmitted or valid, the bpost customs clearance service is obliged to charge the recipient for VAT and customs formalities. (It is not enough to note the IOSS number on the package or to communicate it afterwards.) If you are charged import costs and VAT a second time, then: You can refuse the shipment in the My bpost app or Track & Trace and request a full refund from the sender. You can pay the import costs and reclaim the VAT from the sender who wrongfully charged it. To do this, contact the sender and present your proof of payment from the My bpost app or Track & Trace.
If you are not at home, the postman will deliver the registered mail in accordance with the delivery preferences you have set in the My bpost app. If you have not set any delivery preferences, the postman will leave a failed delivery notice. This notification clearly states: Where you can pick up your mail the dates and times when you can pick up your mail Delivery preferences for registered mail You can set your preferences for how your registered mail is to be delivered in the My bpost app. These are the options: Delivered to your letterbox: we won’t ring your bell, we’ll simply put the mail straight through your letterbox. Proxy: in the app you authorise someone else to take receipt of your registered mail. More details about proxies . Postpone delivery to your home by one working day. Immediate delivery at a Post Office or Post Point. These last two options only become available once a registered mail has been announced. In that case, you’ll get an email or an app notification stating the delivery date and location.
From locker to locker
Residential
Ship without a label or box, quickly and cheaply via Parcel Lockers in Antwerp for just €3.99!
Responsible Disclosure Policy
Residential
Responsible Disclosure Policy
Download My bpost app
