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I won’t be home. How do I set my delivery preferences?
FAQResidential
If you know you won’t be home, you can request the following delivery options for this shipment: Directly to a Pick-up point in your neighbourhood Directly to a different address the same day The next working day instead To a safe place To a neighbour For future deliveries, you can plan ahead by setting general delivery preferences in the MyPreferences web portal or in the My bpost app . Tip: with the My bpost app, you can follow all your parcels at a glance and change your delivery preferences up to 5 minutes before the delivery.
Shipping labels can be created for deliveries to pick-up points in the Netherlands with the PrestaShop and WooCommerce plug-ins. Shipments to Pick-up points in other countries will be available soon. If you have any questions about your plugin, you can always email eol@bpost.be . Shipping labels cannot currently be created for deliveries to a Pick-up point in another country than Belgium with the Adobe Commerce, Ecwid and Shopify plugins, but they will be available soon. However, you can manually create a label for delivery to a Pick-up point abroad on the bpost shipping platform.
Why hasn't my international shipment been delivered?
FAQResidential
If your shipment has the status "On the way to Belgium", it has not arrived in Belgium yet. The delivery periods of a foreign shipment to Belgium vary from country to country. You can find out how long it takes on average for your parcel to arrive in Belgium via Track & Trace. This period is based on previous shipments coming from this country.
, My parcel comes from inside the European Union
, here is no default import procedure. If it wants to, customs can check shipments from inside the European Union.
, My parcel comes from outside the European Union (+United Kingdom)
, In this case an import procedure for your parcel will start upon its arrival in Belgium. The duration of this procedure depends on the following: Whether or not you already paid VAT on your shipment via the online shop The value of your shipment If you did not pay any VAT in advance or your shipment is worth more than €150, the bpost customs clearance service must first determine the import costs. To do this, the value of the contents of your shipment must be known (based on the invoice). If this is not provided, bpost will ask you to upload the invoice of your purchase online. You have 14 days to pay the import costs (VAT, import duties or any other customs fees and formalities). The sooner you do this, the sooner your shipment will be released. Most shipments are cleared within a week. In this phase, your goods are declared to Belgian customs. Customs has the right to check the content of your shipment. Please allow an additional 3 to 7 days for delivery in case of extra inspections. This period depends on any additional inspections by government agencies (e.g. for plants or food). If your shipment is not cleared, you will be notified (e.g. a permit is missing or the contents of your shipment are subject to import restrictions). The import procedure is completed once customs has released your shipment. Your shipment is then handed over to bpost, and you will receive it a few days later.
If you want to reclaim your VAT, you need to enter your VAT number in Track & Trace or the My bpost app before paying the import costs. If you do not do this, or only after making payment, you cannot reclaim your VAT. Don't forget to submit your invoice with this VAT number when you file your tax declaration.
, Enter VAT number
, Enter the barcode of your parcel into Track & Trace or the My bpost app. Provide us with your VAT number via the form above the payment button.
, Please note
, that this notification does not entitle you to a deferral of payment or exemption from VAT.
For every shipment, bpost guarantees you a minimum amount in compensation (CMR) in the event of damage or loss, but you can also add the following guarantees: bpack World Business bpack Europe Business bpack World Express Pro bpack @bpost international (pick-up points) bpack World Easy Retour Basic guarantee: compensation up to €500 Optional Included Optional Optional Not available Complementary guarantee: compensation up to €5000 Optional Optional Optional Optional Not available Signed-for delivery Optional Optional Optional Optional* Not available *Delivery against signature for shipments to Parcel Lockers is not possible. Select these options for your international shipments on your shipping platform or configure them in your integrated systems.
We will only leave a failed delivery notice if we cannot reach you digitally. That helps us cut our paper consumption. For the latest information about the status and whereabouts of your parcel, see our emails, the My bpost app or Track & Trace .
, Picking up a parcel
, You can collect your parcel by showing the barcode number of your parcel in the e-mail or in the My bpost app. As soon as your parcel is at a Pick-up point, the status of your shipment is updated on Track & Trace and you will receive an e-mail. So always check the status of your parcel online before you go to the Pick-up point.
The My bpost app will not be able to connect to the Parcel Locker if: Your smartphone does not have access to your location and/or Bluetooth on your smartphone is not enabled. You are not standing in front of the correct locker. Always check the exact address and number of the Parcel Locker in the e-mail you have received from us (sometimes there are 2 lockers in the same street). Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
Investing in a sustainable future also means investing in people. That’s why we’re creating a working environment where everyone feels at home and is able to develop.
My parcel is lost. What do I do now?
FAQResidential
We recommend that you contact the sender if: The status of your your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries). Track & Trace mentions the status ‘delivered’ but you cannot find the parcel anywhere. The sender can work with you to see what the best solution is for your order. Most senders have permanent agreements with bpost regarding lost parcels. Only the sender can submit a complaint regarding a lost parcel because the sender pays bpost for the shipment. If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation.
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