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How do I know when my parcel arrived at the addressee?

FAQ Residential
Follow your parcel with Track & Trace or the My bpost app. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or email; they are also on the shipping receipt or Post Office receipt. If you want to be notified by text message or email, choose the option ‘With confirmation of delivery’ when creating your shipping label. This option is only available for shipments within Belgium.

What can I use the My bpost app for?

FAQ Residential
The My bpost app is your gateway to various bpost services. You can track parcels, set your delivery preferences, settle import charges and so much more… , See the status of parcels in Track & Trace , You can track all your parcels in the app. That includes parcels delivered by other companies. Most bpost parcels are shown automatically in the app. You can add other parcels by scanning the barcode or manually entering the barcode number. You receive status updates to ensure you always know where your parcel is. You can choose which parcels you want to receive status updates for. , Set your delivery preferences for parcels , In the delivery preferences you can choose where a parcel is left if you are not home up to five minutes before delivery: your preferred neighbour a safe place in or around your home your preferred pick-up point You can also have your parcel delivered straight to a pick-up point or parcel locker. , Set your delivery preferences for registered mail , In the app you can also set as your preference that registered mail is delivered to your letterbox without you having to sign for it. You receive an email as soon as a registered mail item is delivered to your letterbox. You need your ID card to activate this service in the app. , Create a shipping label , You always need to affix a shipping label to parcels before dropping them off for shipment. You can create and pay for shipping labels in the app. You can then print the shipping label at home or at a post office or post point. , Settle import charges , When receiving parcels from outside the EU you will generally have to pay import charges. You can settle these charges securely in the My bpost app. , Open screenless Parcel Lockers , You can use our screenless Parcel Lockers to send, receive or return parcels. To open these Parcel Lockers you need to use the My bpost app.

Registered mail with confirmation of receipt

Residential
The advantages of registered mail. Extra certainty with a signed confirmation of receipt.

Can I pay my import costs using another method than online?

FAQ Residential
Import costs on shipments from outside the EU are preferably paid online via the My bpost app or via Track & Trace. If you have no experience with online payments, have someone close to you help you. If you have not paid after 14 days, our shipment will be returned to the sender. If you are unable to pay online, you can, exceptionally, make your payment at a Post Office. Your shipment will be released and sent afterwards by the customs clearance service. You will not receive it immediately.

How and where can I leave a review of the My bpost app?

FAQ Residential
This is how you share your experiences of the My bpost app with others: , On Google Play , Open Google Play on your Android device. Search for the My bpost app. Select the number of stars you want to give in ‘Rate this app’. Under the stars, tap ‘Write a review’. Follow the instructions on screen to write a review and add details. Tap ‘post’. , On App Store , Open App Store on your iOS device. Search for the My bpost app. Tap the stars to give a rating. Under the stars, tap ‘Write a review’. Tap ‘send’.

In which countries can I have parcels delivered to a pick-up point?

FAQ Business
Business customers with a bpost contract can ship parcels to pick-up points in Belgium, as well as these foreign countries: France: delivery to Points relais® (pick-up points) or Lockers of our partner Mondial Relay Luxembourg: delivery to PackUp Points (pick-up points) and PackUp 24/24 (parcel lockers) of our partner Post LU. The Netherlands: delivery to ServicePoints (pick-up points and parcel lockers) of our partner DHL. For these international deliveries, our partners will ensure that they inform and offer the appropriate tracking options to your receivers.

I receive someone else's mail. What can I do?

FAQ Residential
Is the address correct on the letters that you receive? bpost delivers shipments based on the address, not the name. We are required to deliver letters intended for your address to you. You no longer want to receive someone else's letters? Cross out the address, write on the envelope that this person no longer lives at this address, then place the letter in a red mailbox or in the mailbox at a Post Office. We will inform the sender. Is the address on the letters that you receive incorrect? We are sorry that our postman is delivering someone else's mail in your letterbox. The best way to report this is via the online form at the bottom of this page. We will ask for your contact details so that we can talk to the right postman about this. 

Who can pick up my shipment at the Pick-up point?

FAQ Residential
Who can pick up your shipment depends on the type of shipment. , My shipment is a parcel , Anyone can pick up your parcel from a Pick-up Point or Parcel Locker as long as that person has the barcode of your parcel. You can find the barcode in the confirmation email, the My bpost app or on the notice of absence you received in your letterbox. , My shipment is registered mail , You can recognise registered mail by the barcode starting with the numbers ‘010’ or the letter ‘R’.  Only the specified recipient can pick up registered mail upon presentation of their ID card and the barcode. You can also give a postal mandate to someone else by signing the notice of absence and giving it to the person who will pick up your shipment. More information about giving a postal mandate to pick up registered mail .

Compare our plans for businesses

Business
Compare our plans for businesses

My parcel is not at the Pick-up point. What now?

FAQ Residential
We are sorry that you were unable to collect your parcel. Please check the following before contacting our customer service: Whether your parcel is not at a different Pick-up point or bbox locker. This can happen very exceptionally. You will always be informed via e-mail, in the My bpost app or via Track & Trace. Whether your parcel has not been returned to the sender. Your parcel remains available maximum 5 days in a bbox and 14 days at a Pick-up point. You will always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app). , My parcel is not at 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, , if you are the sender , , you can fill out the online form to start an investigation. , My parcel is not in the bbox , If your parcel had to be delivered to a bbox with a screen , please call 02 320 23 90 (24/7 available). If your parcel had to be delivered to a Screenless bbox , please call 02 278 50 87 (24/7 available).