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After we have received your parcel from the sender, we try to deliver all parcels sent within Belgium the next workday. You can follow the status of your parcel with Track & Trace and the My bpost app using your barcode. The stated time slot (date and time) for delivery is an indication; 95% of the parcels are delivered within this time slot. More information about the delivery period of international parcels.
Can I recover my import costs?
FAQResidential
If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation. You will be compensated up to the amount of the customs formalities if: your shipment was sent with tracking (barcode that does not start with the letter “U”) the sender has opened an investigation the investigation makes it clear that the fault lies with bpost
, Tips:
, If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost. Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.
If your code isn’t accepted, you may have mixed it up with another parcel you are expecting. In that case, the other parcel should have been left at a pick-up point close to you. Your parcel will also be dropped off at a pick-up point if there’s a technical issue at the time of delivery. Check your email, Track & Trace and the My bpost app to know where it’s been taken. If you’re sure the code was right, contact our customer service to sort it out.
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How do I know when I can collect my parcel?
FAQResidential
You can always check online (via e-mail, Track & Trace or the My bpost app ) when your parcel will be available.
, My parcel will be delivered directly to a Pick-up point or Parcel Locker
, In this case, you will always receive a confirmation e-mail, text message or notification in the My bpost app when your parcel is available.
, My parcel was not delivered to my home and has been taken to a Pick-up point or Parcel Locker
, If your parcel cannot be delivered to your home or left with a neighbour or in a safe place, you will be able to pick it up next working day from a pick-up point or a parcel locker. We will send you an email or push a notification to your app to tell you when you can pick up your parcel. If we cannot reach you digitally, we will pop a failed delivery notice through your letterbox stating where and when you can pick up your parcel. Please note that the Pick-up point can still change. As soon as your parcel is at a Pick-up point, the status of your parcel will be updated on Track & Trace or you will be notified in the My bpost app . You will also always receive an e-mail when your parcel is ready for pick-up at a Pick-up point. Therefore, always check the status of your parcel online before you go to the Pick-up point.
What can I use the My bpost app for?
FAQResidential
The My bpost app is your gateway to various bpost services. You can track parcels, set your delivery preferences, settle import charges and so much more…
, See the status of parcels in Track & Trace
, You can track all your parcels in the app. That includes parcels delivered by other companies. Most bpost parcels are shown automatically in the app. You can add other parcels by scanning the barcode or manually entering the barcode number. You receive status updates to ensure you always know where your parcel is. You can choose which parcels you want to receive status updates for.
, Set your delivery preferences for parcels
, In the delivery preferences you can choose where a parcel is left if you are not home up to five minutes before delivery: your preferred neighbour a safe place in or around your home your preferred pick-up point You can also have your parcel delivered straight to a pick-up point or parcel locker.
, Set your delivery preferences for registered mail
, In the app you can also set as your preference that registered mail is delivered to your letterbox without you having to sign for it. You receive an email as soon as a registered mail item is delivered to your letterbox. You need your ID card to activate this service in the app.
, Create a shipping label
, You always need to affix a shipping label to parcels before dropping them off for shipment. You can create and pay for shipping labels in the app. You can then print the shipping label at home or at a post office or post point.
, Settle import charges
, When receiving parcels from outside the EU you will generally have to pay import charges. You can settle these charges securely in the My bpost app.
, Open screenless Parcel Lockers
, You can use our screenless Parcel Lockers to send, receive or return parcels. To open these Parcel Lockers you need to use the My bpost app.
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.
When importing goods from outside the EU, you pay import costs (VAT, import duties and administrative costs) on all shipments. If your parcel is subsequently retained by customs due to import restrictions, you will not be able to recover the import costs. If there are problems with the delivery (loss, damage or address not found) after clearance, you cannot recover these costs. If your shipment is lost or damaged during the import procedure, please contact the sender. The sender can launch an investigation. If bpost is at fault, you will be compensated up to the amount of the customs formalities in case of a tracked shipment.
, Tips
, : if you buy something outside the EU, choose: a tracked shipment: that way you can follow your shipment online a registered online shop (Import One-Stop Shop or IOSS). They will ask you to pay the VAT in advance. This limits the costs and risks (import costs are not refunded in case of loss or damage) and shortens the delivery period.
Receive a parcel from Belgium
Residential
Follow your parcel with Track & Trace. Choose where we can deliver it. And discover where your parcel goes if you are not at home.
The original sender of your parcel determines whether you must be able to present a proof of shipment to get the money from your purchase back. The barcode on the label is scanned in the Post Office or Post Point to send the parcel, or the postman taking your parcel scans the label for shipment. The original sender sees when the parcel is scanned in our Track & Trace tool. You can always take a screenshot of the Track & Trace tool or the My bpost app and e-mail it as proof. If you purchase a shipping label in a Post Office or Post Point, then you can request a Shipping Receipt and mail a copy to the original sender. You can request a confirmation of receipt via text message or e-mail either online or in your Post Office or Post Point with the 'confirmation of receipt' option. As soon as your return shipment is delivered or picked up at a Pick-up point, you will receive an e-mail or text message. If none of this is sufficient for the sender as proof, please contact our customer service.
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