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How long is a return shipment in transit?
FAQ
Residential
The amount of time that your return shipment is in transit depends on the original sender of your parcel. If you want to know more about this, please contact the original sender. bpost delivers a national return shipment to the original sender one workday after we receive the parcel. A return shipment to a foreign online shop is often collected by the original sender and is usually in transit for longer. You can always follow your return shipment with Track & Trace or the My bpost app. Follow your parcel
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My parcel is lost. What do I do now?
FAQ
Residential
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.
You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Please note: that is a different number than the number on the label of your original parcel. Be sure to enter the correct postcode: If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.
In some cases, you may be asked to pay VAT and import charges again, even though you already paid them when placing your order. Some webshops collect these charges upfront. However, they must also send this information electronically for verification to customs. If the information is missing, incomplete or incorrect, customs cannot verify that the charges have already been paid. As a result, VAT and import costs may be charged again when your parcel arrives in Belgium.
, Important:
, It is not enough for this information to be written on the parcel or shared afterwards. Customs must receive it in the correct digital format before the parcel is imported.
, What can you do?
, You have 2 options:
, Refuse the parcel
, Refuse the parcel via the My bpost app or Track & Trace. Then contact the seller and request a full refund.
, Pay the charges and request a refund
, Pay the charges so your parcel can be delivered. Then contact the seller and ask for a refund of the VAT and import costs that were charged incorrectly.
How do I dispute import costs on a gift?
FAQ
Residential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift . If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.
How do I send a parcel with a bbox locker?
FAQ
Residential
You can send your parcel by leaving it in one of our bbox lockers. You can find them everywhere in Belgium, near supermarkets, stations, office buildings, etc.
, Sending a parcel via a bbox locker with screen
, Take your parcel (with a return label on it) to a bbox locker in your neighbourhood. Scan the code on your shipping label or enter the barcode manually. Put the parcel in the locker that opens automatically. If the locker is too small, press 'Report a problem' on the screen and close the locker. A larger locker will then open. Close the door and confirm on the screen.
, Sending a parcel via a Screenless bbox locker
, Take your parcel (with a return label on it), to a bbox locker in your neighbourhood. Open the My bpost app and make sure that Bluetooth and location features are enabled on your smartphone. Click 'Send' at the bottom of the app and then on 'Add a shipment'. Follow the steps to select the Parcel Locker and an appropriate locker. Place your parcel in the locker and close the door. The postman will empty the lockers every working day. You will then receive a confirmation e-mail (be sure to check your junk mail). You can easily follow your parcel via the My bpost app or Track & Trace .
How will I know when my parcel is delivered?
FAQ
Residential
You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Be sure to enter the correct postcode: If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment. You will be notified in the app when your parcel is delivered. If you create and purchase a shipping label, you can click on the 'Confirmation of Receipt' option. You will receive a text message or e-mail regarding the status of your parcel: When the parcel is delivered. When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point. When the addressee has not collected it from the Post Office or Post Point.
How do I contact bpost's customer services?
FAQ
Residential
There are several ways to get an answer to your questions or to get in touch with bpost.
, Online
, You can usually find an answer to your question via our frequently asked questions . In some cases, we will ask you to fill in an online form. This way we can serve you faster and have all the necessary information at our disposal at the same time. You can also file a complaint online via our complaint forms . For some services (i.e. Service de Déménagement , Track & Trace ) we can be reached by chat.
, By phone at
, 02 278 51 26
, In a Post Office, Post Point or Parcel Point
, You’re always welcome in one of our offices. Use our online tool to find one in your neighborhood.
, By post
, You can also reach us by post at the address below. The letter doesn’t have to be stamped. bpost Box 5000 1000 Brussels
In principle, parcels that you receive from a sender within the European Union do not have to go through customs. However, Belgian customs can screen these shipments exceptionally. Some regions of the EU are subject to customs duties and VAT. This is because they are not part of the customs territory of the EU, even though they are part of the geographical territory of the EU (e.g., the Canary Islands). Always check the country of origin of your parcel. Something you order from a European webshop can also come from outside the European Union. In that case, you will have to pay any customs charges in advance via the My bpost app or via Track & Trace. You can always refuse these extra costs. Your parcel will then be returned to the sender.
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