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How do I get my money if my parcel is lost or damaged during shipment with payment upon delivery?
FAQResidential
For a parcel with the 'payment on delivery' option, you benefit from a guarantee consisting of a contribution up to 500 euro for goods and 15 euro for documents. If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
What is a video postcard?
FAQResidential
The bpost video postcard is a real postcard with a unique video message. The postcard includes a self-selected photo (or multiple photos) and a QR code that links to your selected video. Your addressee receives the card in their letterbox, and can view the video by scanning the QR code with their smartphone via: the Mobile Postcard app on their smartphone or tablet an app with a code scanner the camera on a recent smartphone The video can be up to one minute long and remains available for one year. Your video postcard is printed as a postcard and delivered to the letterbox at the address you give us.
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.
Because you are the sender, you must submit the compensation request. The compensation depends on the type of shipment: Standard: the shipping costs are reimbursed according to CMR conventions. Guaranteed option with sign for receipt: compensation up to €500 for goods and €15 for documents. To submit a claim for compensation, please contact our customer service, preferably via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
Prepare your business parcels for shipment. Send your parcels quickly and easily
Is my parcel protected against damage, theft and loss by default or do I need an extra guarantee?
FAQResidential
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.
How do I download the Mobile Postcard app?
FAQResidential
On your smartphone or tablet, go to Google Play or the App Store and type ‘bpost Mobile Postcard’ in the search bar. Download the app for free and use it to make real postcards with photos and videos on your smartphone or tablet. Below this answer, you'll also find links to download the app for Android or iOS. For the app to work properly, your smartphone or tablet is best meeting the following system requirements: Download the app: For Android devices: Android 8 For Apple devices: iOS 14 Please make sure that you also have an adequate internet connection (via Wi-Fi or 4G).
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Residential
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The following table shows what a valid or invalid declaration of non-receipt, proof of deposit, proof of payment and photos of the damage mean. Read more
You can follow all your parcels with the My bpost app. Also those from other postal services. bpost parcels linked to your email addresses in the My bpost app are added automatically. It is easy to add other parcels in the app: Click on ‘add a shipment’ on the app start screen Enter the parcel's barcode number or scan the barcode with the app. Select the postal service from the list. If your postal service is not in the list, send us a message via the app. We will add it to the current list. Enter the postcode of the delivery address.
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