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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. Please contact the sender in the following cases: If the status of your parcel sent within Belgium has not changed for several consecutive workdays. If the status of your parcel to or from a neighbouring country has not changed for at least 5 workdays. If your parcel to or from another country has not changed for at least 10 workdays.
, Why do I have to contact the sender?
, Only the sender of your parcel can submit a complaint about a parcel that is not delivered. The sender will look for a solution together with bpost. If you are the sender, please contact our customer service via our online form . This way you can immediately provide all the necessary information and documents to process your file.
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.
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.
How do I make a postcard using Mobile Postcard?
FAQResidential
Make a postcard via the Mobile Postcard app on your smartphone or tablet by following these simple steps: Step 1: Download the app from the App Store or Google Play. Step 2: You can buy credits as a result of which you're able to send your postcards at a discounted rate. If you would prefer to pay for them one at a time, you can immediately start making your card. Step 3: Click on ‘Send a postcard’. Step 4: Choose the layout of your postcard and select one or more photos from your smartphone or tablet, or make a photo in the app. You can also add a video at this step. Step 5: Add any stickers or a theme to your personalised postcard - there is a suitable layout for every season. Step 6: Add a personal message and type in the address. Step 7: Choose your sending method: 'Priority' or 'Non-priority' for Belgium. Step 8: Pay and send your postcard. Send your card before 3 p.m. to have it printed and sent on the same day.
How do I make and order personalised stamps?
FAQResidential
How does MyStamp work?
, Step 1: Choose your photo
, Select a photo from your computer, tablet, smartphone, Picasa, Flickr or Facebook. It can be horizontal or vertical. You can edit your photo in the tool; for example you can zoom in or add some text. Good to know: the photos remain your property. bpost does not become the owner of your photo and does not have the right to use your photo unless you give explicit permission.
, Step 2: Make your choice
, Choose your stamp: Priority stamp, Non-Priority stamp (1 for standardised mail in Belgium and 2 for non-standardised mail up to 100 g), a Europe or World stamp. Choose the number of stamp sheets.
, Step 3: Enter your details
, Enter your promotional code then choose whether you want to log in or continue without an account.
, Step 4: Pay for your order
, Pay for your personalised stamps with Maestro, Visa, MasterCard or home banking.
When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments. If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs. If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment.
, Tips
, : if you buy something outside the EU, choose: a tracked shipment: that way you can follow your shipment online a registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.
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.
The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back. The barcode on the label is scanned in the Post Office or Post Point to send the parcel, or the postman taking your parcel scans the label for shipment. The original sender sees when the parcel is scanned in our Track & Trace tool. You can always take a screenshot of the Track & Trace tool or the My bpost app and e-mail it as proof. If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender. You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'confirmation of receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up point, you will receive an e-mail or text message. If none of this is sufficient for the sender as proof, please contact our customer service.
How do I prepare my parcel for shipping?
FAQResidential
It is best to follow the next steps to prepare your parcel for shipment:
, Get a suitable box
, You should choose a sturdy box that is the right size for the contents The heavier the contents, the sturdier the box needs to be. You can choose to reuse a box or order a suitable box through our eShop .
, Fill up the empty space
, Use scrunched up newspaper, for instance, to fill up the empty space in your box. Wrap up fragile objects properly, for instance with bubble wrap.
, Close the box
, Use strong adhesive tape (at least 48 mm wide). Ensure the box is properly closed, including the sides
, Affix the shipping label
, Create a shipping label online or visit a point of sale to obtain this label. Affix your shipping label on the largest side, ensuring it is completely readable. If you are using an old box, remove any other labels or barcode. For more details and tips on how to pack your parcel safely and sustainably, check out our handy packing guide.
Depending on the delivery preference you set, the following applies: You can change a neighbour or safe place until 5 minutes before the delivery. You can change your Pick-up point or Parcel Locker until the evening (until midnight) before the delivery. You can set a different delivery address for your parcel as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this. You can postpone the delivery of your parcel to the next business day as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this. You can easily change your delivery preferences via the My bpost app or via Track & Trace, as long as the button 'Change delivery preferences' is available.
Download My bpost app
