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Mobile Postcard can't currently be followed via Track & Trace; they are treated as regular letters or cards. If you entered a , return address , , the card will be sent back to you. If you didn't enter a return address and there was an error in the destination address or the destination address was incomplete, we will not be able to deliver your postcard. It will be destroyed. , How soon will my personalised postcard be delivered? , This depends on the sending options you've chosen for your Mobile Postcard. In any case, your postcard will be printed and sent the same day if you make your order in the app by 3 p.m. If you send your postcard as 'Priority' mail, it will reach its destination address in Belgium the next workday. If you send your postcard as 'Non-priority mail', it will be delivered within three workdays. For destinations outside Belgium, we treat your postcard as 'Priority' mail while it's in Belgium. But after that, your postcard is in the hands of the postal service of the destination country. Are you sure your Mobile Postcard didn't arrive and that you filled in a correct address? Use the online form to contact our customer service.

My Bpost app

Residential

The most complete track & trace app for your smartphone. Track all your packages in one app. Also parcels from PostNL, DHL and all other deliverers.

Paying fees upon delivery

Residential

Costs associated with your parcel? From now on you can pay the postman with mobile banking

Will I receive a failed delivery notice for registered mail?

FAQ Residential

If you are not home when we try to deliver registered mail to you and you have not set any delivery preferences, we will always leave a failed delivery notice stating where you can pick up your registered mail from the next working day. You can also see where you can pick up your registered mail in the My bpost app or in Track & Trace. , Set your delivery preference for registered mail , In the My bpost app you can select your delivery preference for registered mail: Straight to your letterbox You will receive a notification when registered mail is delivered to your letterbox. To a designated person You give a (last minute or traditional) mandate to an adult, who is then able to receive your registered mail or pick it up for you. , I haven’t received a failed delivery notice , If you haven’t receive a failed delivery notice, you can pick up your registered mail by presenting the barcode on your proof of payment or proof of deposit. Be sure to take your ID card with you. Do let us know if you haven’t received a failed delivery notice so we can take action to rectify this in the future.

I was not home when the postman passed by. Where is my parcel now?

FAQ Residential

I was not home when the postman passed by. Where is my parcel now? What happens to your parcel depends on your delivery preferences. You can specify delivery preferences in MyPreferences or the My bpost app . , I have already specified my delivery preferences , If you are not home at the time of delivery, we will deliver your parcel according to your delivery preferences: to a neighbour, a safe place or a Pick-up Point. , I have not specified my delivery preferences , In that case, the postman will generally try to deliver your parcel to a neighbour or in a safe place. If that doesn’t work, you will receive a failed delivery notice in your letterbox. You or someone else can pick up the parcel at the Pick-up Point mentioned on the notice within 14 calendar days. Take into account that the Pick-up Point can still change. As soon as your parcel is at a Pick-up Point, the status of your shipment is adjusted on Track & Trace and you receive an email. Be sure to check the status of your parcel before going to the Pick-up Point.

Do I have to pay import costs on gifts from outside the EU?

FAQ Residential

On gifts from family or friends from outside the EU, customs charges import costs if the shipment does not meet all the requirements of a gift . If you believe that your shipment does meet these conditions, you can dispute these costs and apply for an exemption. You can do this after you have received a letter or request for payment. , I have received a letter to provide the proof of value , Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift You can then upload this email as proof via the online form. To do so, follow the instructions in the letter. , I have received an invitation to pay the import costs , Ask the sender to send you an email confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Then, 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 online form as proof. , Please note , : Customs carries out checks on the value of shipments. A fine may be imposed in the event of an erroneous declaration. Upload the sender's email to this form as proof.

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