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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 do I know if I can track my shipment?
FAQResidential
You can check by looking at the barcode of your shipment. All shipments with a barcode can be tracked online, unless it starts with the letter 'U'.
, A barcode with the letter 'U' is not traceable and is only used to enable the import procedure in the country of destination. The barcode is mentioned in our communication about your shipment (My bpost app, email or text message), on the receipt from the Post Office and on the postman's attempted delivery notice. To track your shipment, you need to enter the full barcode via Track & Trace or in the My bpost app .
How and where can I leave a review of the My bpost app?
FAQResidential
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’.
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.
Unfortunately, we cannot reimburse you for this. This is because your letter does not have a bar code and therefore we cannot trace it. We cannot trace when your letter has arrived at our sorting centre. This is however possible if you send your letter by registered post. Would you like to make a complaint because your prior mail has not been delivered on time? Please contact our customer service via the online form at the bottom of this page.
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How do I know if I can trace my international shipment?
FAQResidential
If the barcode of your international shipment does not start with the letter "U", then you can easily trace it and thus track it online. A barcode with the letter “U” is only used to enable the import procedure and to present the shipment to Belgian customs. After release, it will be handed over to bpost without further tracking. The barcode can be found in our communications (My bpost app, e-mail or sms), on the receipt from the Post Office and on the note the postman left in your letterbox. To track your shipment, make sure to enter the complete barcode on Track & Trace or in the My bpost app.
I receive someone else's mail. What can I do?
FAQResidential
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.
Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.
Why wasn't my parcel delivered to a Parcel Locker?
FAQResidential
There can be different reasons why your parcel was not delivered to a Parcel Locker: The Parcel Locker was full or out of order due to a technical breakdown. Your parcel was too heavy or too large for delivery to a Parcel Locker. Some parcels cannot be delivered to a Parcel Locker; these include Registered Mail (signature required) and parcels that require payment upon delivery. If we cannot deliver your parcel to a Parcel Locker, we will deliver it to a different Pick-Up Point close by. You will be informed with Track & Trace and the My bpost app.
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