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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.
Receiving a parcel in a Pick-up point
Residential
Avoid missed parcels at the door. Have your parcel delivered directly to a Pick-up Point close by. Discover how.
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.
Accessibility statement
Residential
Bpost is committed to ensure digital accessibility of its website and mobile applications, in accordance with the EU Web Accessibility Directive regarding the accessibility of websites and mobile applications for applications of institutions compensated by the Belgian government. This statement applies to the iOS and Android versions of the mobile application “My bpost”.
د پوستي مالي معاملو په جریان کې پیژندنه
Residential
د پوستي مالي معاملو په جریان کې پیژندنه
Occasionally the people at the Pick-up point won’t have had the chance to process your parcel, so they won’t be able to find it for you or hand it over immediately. To make sure the parcel is ready for you, check the My bpost app or Track & Trace before you go to the Pick-up point. If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation. To start a chat, simply enter the barcode number and postcode of your parcel in Track & Trace.
bpaid- Download the app
Residential
bpaid - Download the app
What is registered mail with customised insurance?
FAQResidential
With the customised insurance option, you insure the value of your mail (up to €7500 within Belgium). If your mail is lost, stolen or damaged, you will receive compensation from bpost.
Paying fees upon delivery
Residential
Costs associated with your parcel? From now on you can pay the postman with mobile banking
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed.
, I used the return label of the sender or webshop
, If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment.
, I bought a return label via bpost
, Please contact our customer service using the online form at the bottom of this page in the following cases: If the status of your return shipment within Belgium has not changed for several consecutive workdays . If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays. If the status of your return shipment to another country has not changed for at least 10 workdays.
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