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I get a message that my parcel has been delivered, but I haven't received anything. What now?

FAQ Residential
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.

Can I change the time of delivery?

FAQ Residential
You can postpone delivery of your parcel once by one working day. You’ll get an email or a notification in the My bpost app stating the delivery date and location when your parcel is on its way. You’ll then be able to postpone delivery to the next working day.

What happens to mail that is insufficiently franked?

FAQ Business
If you have written your address on the back of the envelope, your mail item will be returned to you. If you have not, the addressee will have to pay a charge before the mail item can be delivered. The addressee has to frank a yellow card covering the amount of the missing postage. We deliver the mail item once we receive this postage card at the address stated.

My mail is being delivered, but not in my letterbox. What can I do?

FAQ Residential
We are sorry that our postman did not place your mail in your letterbox. The best way to report this is via the online form . We will ask for your contact details so that we can talk to the right postman about this.

Our logistic solutions

Business

I want to hand in a parcel, where do I find Drop-off points and their opening hours?

FAQ Residential
You can find the different Drop-off points and their opening hours: Via 'Find a Drop-off Point' In the online shipping tool when you create a shipping label You can also give your parcel to the postman when he delivers another one to you. More information about handing your parcel to the postman .

Which stamps do I use for a letter to a foreign address?

FAQ Residential
bpost has stamps for shipments outside Belgium. There are stamps for Europe (EUROPE) and for the rest of the world (WORLD). You can buy them at our Postal office and Postal Points and in our eShop. example EUROPE eShop - stamps EUROPE example WORLD eShop - stamps WORLD The number and type of stamps for your letter sent abroad depends on the size, weight and destination of your letter.

Which mail can I see with Mail Ahead?

FAQ Residential
Mail Ahead shows you a scan preview of the envelope of all the following personal mail items that are processed with our sorting machines and addressed to your name and address defined in Mail Ahead:  Letters  Postal cards  You will be notified of the following mail, though without a scan preview, for:   Certain recurring administrative letters (e.g., Proximus bill)  Some addressed advertising mail (e.g., Colruyt folder)  Certain periodicals (e.g., magazines from mutualities, NGOs or unions, etc.)    Is currently not shown in Mail Ahead:  Parcels  Unaddressed mail or mail not addressed to you  Registered mail  Newspapers and  most  magazines  Mail that is delivered by other postal services  Mail that couldn’t be scanned by the sorting machine  Mail that weighs more than 350 grams  Mail that was sorted by the sender (e.g. some advertising folders) 

Will bpost pick up my parcel?

FAQ Residential
If desired, we will pick up your return shipment at your home. The price for the ‘Pick-up on demand’ service depends on where we must pick up your parcel. You request a pick-up or "collect" online. If you request a pick-up online before 11:30 or via phone before 12:00, then the postman will pick up your parcel(s) the same day between 12:00 and 17:00. If you contact us later in the day, then the postman will pass by the next workday. Attach a bpost shipping label on every parcel. That label is not included in the price of the pick-up. You can have multiple parcels picked up simultaneously: maximum 1.5 m³ and 500 kg per pick-up. Each parcel can weigh maximum 30 kg.

bpost - Privacy

Residential
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