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Will I be informed automatically about app updates?
FAQResidential
You will not be notified about updates. Allow your apps to update automatically or update them manually. Your iPhone or iPad automatically updates the Mobile Postcard app for iOS 13 or higher. But you will not get a message about this. If you have an older operating system, update the app manually. In the app, go to Menu > Version. This will bring you to the App Store. Click on ‘Update’ to download and install the update. If you have an Android smartphone or tablet, you will not receive messages about updates. You can adjust the settings on your device so that apps update automatically. You do this under the Google Play settings.
How do I dispute import costs on a gift?
FAQResidential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift . If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.
How do I dispute import costs on a gift?
FAQResidential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift. If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app . There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.
The mail delivery may be disrupted due to exceptional circumstances (a strike, illness or extreme weather conditions). In that case, we do all that we can to deliver your mail correctly and as quickly as possible. Do you have a contract with our Moving Department and you don't receive mail at your new address? Perhaps something has gone wrong with forwarding your mail or your contract with the Moving department has expired. Check this in the frequently asked questions about the Moving department . If there is another reason, your can report your incorrect postal delivery online, preferably via our online form . We will ask for your contact details so that we can inform the right employee and can deliver your mail correctly in the future.
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 have your parcel redirected to family or friends who live near you. Your parcel will be delivered straight to that address rather than trying your home address first. You are not home and you didn't set your delivery preferences The postman may deliver your parcel to a safe place or a neighbour. If that doesn't work, your parcel goes to a Pick-up point in your neighbourhood. You prefer to have your parcel delivered to the same place every time When setting your delivery preferences you can only list neighbours who live close by (within a 50 metres' radius). Your parcel will be delivered to that address if you are not home.
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.
Why wasn't my parcel delivered to a neighbour?
FAQResidential
There can be several reasons why your parcel was not delivered to a neighbour: The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it. Your parcel is a shipment with payment upon delivery. Your parcel is a secure delivery, so you need to show your secure delivery code. Your parcel is a registered mail. Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home. The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days. If you do not think that the above mentioned reasons are the cause, you can report this via the online form .
Receiving a parcel in a Pick-up point
Residential
Avoid missed parcels at the door. Have your parcel delivered directly to a Pick-up Point close by. Discover how.
Occasionally the people at the Pick-up point won’t have had the chance to process your parcel, so they won’t be able to find it for you or hand it over immediately. To make sure the parcel is ready for you, check the My bpost app or Track & Trace before you go to the Pick-up point. If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation. To start a chat, simply enter the barcode number and postcode of your parcel in Track & Trace.
How do I send a parcel with a Parcel Locker?
FAQResidential
You can send your parcel by leaving it in one of our Parcel Lockers. You can find them everywhere in Belgium, near supermarkets, stations, office buildings, etc.
, Sending a parcel via a Parcel Locker with screen
, Take your parcel (with a return label on it) to a Parcel Locker in your neighbourhood. Scan the code on your shipping label or enter the barcode manually. Put the parcel in the locker that opens automatically. If the locker is too small, press 'Report a problem' on the screen and close the locker. A larger locker will then open. Close the door and confirm on the screen.
, Sending a parcel via a Screenless Parcel Locker
, Take your parcel (with a return label on it), to a Parcel Locker in your neighbourhood. Open the My bpost app and make sure that Bluetooth and location features are enabled on your smartphone. Click 'Send' at the bottom of the app and then on 'Add a shipment'. Follow the steps to select the Parcel Locker and an appropriate locker. Place your parcel in the locker and close the door. The postman will empty the lockers every working day. You will then receive a confirmation e-mail (be sure to check your junk mail). You can easily follow your parcel via the My bpost app or Track & Trace .
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