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Our foreign partner is responsible for the delivery of your parcel abroad. If you have questions, contact the Customer Care Centre.
We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not obliged to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track & Trace you can immediately see if your parcel has been delivered.) Check regularly that your bell is still working properly. If the postman regularly fails to ring your bell, please report this by filling out our online form . We will ask for your contact details so that we can discuss this with the right postman.
Your video message remains viewable with the QR code on your postcard for one year. A video postcard is fun to get and to send.
You always get a print preview of your postcard. If the photo quality is inadequate, or you want to add or delete decorations, continue editing your postcard until you are satisfied. We will print your photo card or video card the same day and deliver it.
Download the latest version: we update the app regularly. Make sure that you are using the latest version. Check if there is an update in the App Store or Google Play. Restart the app: if a new version is not available, close the app completely, then reopen it. Reinstall the app: if the app still has problems, delete the app from your smartphone or tablet, then reinstall it once again. Please note: your designs and addresses will be lost if you delete the app. Contact the Customer Care Centre: if the problem isn't solved with all these steps, be sure to contact the customer service. We will work as quickly as we can to solve the technical problem. Have the following information handy when you phone customer service: the brand of your smartphone or tablet, the device type or model, the type of device, version of the operating system on your device, and the version of the app. You can find the version in the app under Menu > Version of the app.
If there is a return label in your parcel, then enter the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then enter the postcode of the receiver of your parcel.
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.
Yes, with this option the receiver can pay the amount of your shipment to the postman , mobile or cash. This amount will then be transferred to your account within 7 working days. If the receiver does not wish to pay for the parcel, it will be returned to you. You can select the 'payment upon delivery' option in the online shipping tool.
Do I get my money back for a poor quality postcard? You are responsible for the quality of the photos and the layout of your postcard or video card. Choose photos that are at least 1831 x 1276 pixels. Check the print preview of your postcard carefully. If something goes wrong with the printing of your postcard, contact customer service via the online form at the bottom of this page. Make sure you have a photo of the printed card handy.
Why will the postman be passing by a second time after leaving a failed delivery notice?
FAQResidential
If your parcel is delivered on a Saturday and you are not home, the postman will pass by again the next workday.
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