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How do I write the address correctly on the envelope?
FAQResidential
Just like with electronic addresses, one letter can affect the proper delivery. Validate your address to be sure that it is known at bpost. The photo below shows how to write the address of the addressee correctly. Don't forget to mention the name of the addressee (required) and to put your own address on the back of your letter (recommended but not required). Adres brief EN Positioning zone of recipient address box Recipient address box Franking and cancellation zone Free zone for the sender Return address zone Index zone Semi-free zone for the sender (no address)
How do I download the Mobile Postcard app?
FAQResidential
On your smartphone or tablet, go to Google Play or the App Store and type ‘bpost Mobile Postcard’ in the search bar. Download the app for free and use it to make real postcards with photos and videos on your smartphone or tablet. Below this answer, you'll also find links to download the app for Android or iOS. For the app to work properly, your smartphone or tablet is best meeting the following system requirements: Download the app: For Android devices: Android 8 For Apple devices: iOS 14 Please make sure that you also have an adequate internet connection (via Wi-Fi or 4G).
In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions ): We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter. My letter is damaged. What happened? It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel.
There is another parcel in the Parcel Locker. Now what?
FAQResidential
Please let us know using the online form at the bottom of this page or call our customer service. Make sure you have the barcode of your parcel at hand. You can find it in the e-mail you have received from us and in the My bpost app. If you find a wrong parcel in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7). If you find a wrong parcel in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7).
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How do I prepare my parcel for a foreign destination?
FAQResidential
Place your shipment in a strong box and fill the box with filler material like old newspapers. You can use your own box or a bpost box. Seal the box with tape. Make sure that there are no labels on the box from a previous shipment. Check whether the box falls within the permitted dimensions. The longest side may be maximum 1.5 m and all sides together may be maximum 3 m. Your parcel cannot weigh more than 30 kg. These preparations are the same if you want to send a parcel within Belgium, within the EU and outside the EU. The shipping costs differ.
Can I phone the postman or follow his route online in order to receive my missed parcel?
FAQResidential
It's not possible to phone a postman or to follow his entire route online. If you set your delivery preferences, your parcel will be delivered according to your preference if you are not home. If you haven't set this yet, the postman will deliver your parcel to a Pick-up point in your neighbourhood. As soon as your parcel is available in a Pick-up point (the next workday), the status of your shipment is adjusted on Track & Trace and in the My bpost app. Be sure to check the status of your parcel before going to the Pick-up point.
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.
bpost is charging the following fees for customs formalities or administrative fees if the VAT was not paid in the online shop: €0 for private shipments with a value of up to €45. In this case, the sender has to prove that the shipment is a gift. (Please note: alcoholic products, perfume, toilet water, tobacco and tobacco products are subject to fees, even if they are gifts). €19,5 for completing customs formalities for non-exempt shipments with a value of maximum €150. €40 for completing customs formalities for non-exempt shipments with a value of more than €150. €60 for phytosanitary inspections of plants and plant products. €85 for a regularisation dossier.
The postman didn't ring the doorbell. What can I do?
FAQResidential
We are sorry that your postman did not ring the doorbell to deliver your shipment. Please note that the postman is not required 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 didn’t ring the doorbell for your parcel, you can report this using the online form at the bottom of this page. We will ask for the barcode of your parcel and your contact details so that we can discuss this with the correct postman.
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