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Mail Ahead shows you all your mail that is processed with our sorting machines at night. The route that your mail travels from the sorting and distribution centres to your letterbox can take a bit longer sometimes. In that case, you will receive the mail that you can already see in the app on the next postal delivery. If you don’t see your mail in your letterbox by the end of the day, you can “Report an issue” on this mail item preview in the app. We’ll investigate and work on preventing this in the future.
Will I be informed automatically about app updates?
FAQResidential
You will not be notified about updates. Allow your apps to update automatically or update them manually. Your iPhone or iPad automatically updates the Mobile Postcard app for iOS 13 or higher. But you will not get a message about this. If you have an older operating system, update the app manually. In the app, go to Menu > Version. This will bring you to the App Store. Click on ‘Update’ to download and install the update. If you have an Android smartphone or tablet, you will not receive messages about updates. You can adjust the settings on your device so that apps update automatically. You do this under the Google Play settings.
The mail delivery may be disrupted due to exceptional circumstances (a strike, illness or extreme weather conditions). In that case, we do all that we can to deliver your mail correctly and as quickly as possible. Do you have a contract with our Moving Department and you don't receive mail at your new address? Perhaps something has gone wrong with forwarding your mail or your contract with the Moving department has expired. Check this in the frequently asked questions about the Moving department . If there is another reason, your can report your incorrect postal delivery online, preferably via our online form . We will ask for your contact details so that we can inform the right employee and can deliver your mail correctly in the future.
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Business
GDPR Mobile
Is my parcel protected against damage, theft and loss by default or do I need an extra guarantee?
FAQResidential
Sent within Belgium (national)
, With a regular shipping label, without extra options, we only reimburse the shipping costs of your parcel if we are responsible for the loss or damage. If your parcel is shipped ‘with guarantee’, you will be reimbursed for the value of the contents of the shipment (up to €500) +
,
, the shipping costs. If the contents only include documents, you will receive a €15 compensation.
, Sent outside Belgium (international)
, Depending on the shipping option , you are entitled to the following compensation:
, Economy
, : no compensation
, Standard
, : the maximum compensation is 40 SDR* + 4.5 SDR* per kg + the postage fees. More information about this calculation .
, With guarantee:
, You will be reimbursed for the value of the contents of the shipment (up to €500) + the shipping costs. If the contents only include documents, you will receive a €15 compensation.
Why wasn't my parcel delivered to a neighbour?
FAQResidential
There can be several reasons why your parcel was not delivered to a neighbour: The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it. Your parcel is a shipment with payment upon delivery. Your parcel is a secure delivery, so you need to show your secure delivery code. Your parcel is a registered mail. Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home. The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days. If you do not think that the above mentioned reasons are the cause, you can report this via the online form .
If your parcel gets lost or is damaged, then the compensation depends on the chosen option: Light parcels (up to 2 kg) without option 'declared value': no compensation Light parcels (up to 2 kg) with option 'declared value': you are compensated in accordance with the amount of the declared value. Parcels up to 30 kg: you receive compensation for the actual damage. That compensation is maximum 40 SDR per parcel. SDR stands for special drawing rights, a unit for international exchanges. 1 SDR = 1.2454 eur. Added to that amount are postage fees and 4.5 SDR per kg. If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
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404 Fout - Erreur - Error - Fehler
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