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How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?
FAQ
Residential
We are sorry about your damaged parcel.
, Tip:
, If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.
, I am the recipient
, If you are the recipient of the parcel, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund). If you have
, received a damaged parcel from Belgium
, , please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents. If you have
, received a damaged parcel from abroad
, , please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.
, I am the sender
, If you are the sender of the parcel, it is best to contact our customer service via our online form . This way you can immediately provide all the necessary information and documents to process your file. In case of damage, your complaint must be submitted to us within 7 calendar days.
What should I do if the Mobile Postcard app freezes or is slow?
FAQ
Residential
Download the latest version: For Android devices For iPhone or iPad Restart the app: if a new version is not available, close the app completely, then reopen it. Reinstall the app: if the app still has problems, delete the app from your smartphone or tablet, then reinstall it once again. Please note: your designs and addresses will be lost if you delete the app. If the problem isn't solved with all these steps, be sure to contact the customer service or webmaster@bpost.be. We will work as quickly as we can to solve the technical problem. Have the following information handy when you phone customer service: the brand of your smartphone or tablet, the device type or model, the type of device, version of the operating system on your device, and the version of the app. You can find the version in the app under Menu > Version of the app .
, I paid but I don't see my credits in the app. What should I do?
, When you buy credits for postcards, they should appear in your app immediately. If you don't see them, close the Mobile Postcard app, then reopen it. If you still don't see your new credits, log out then log back in. Check whether the payment was successful. And check that you are logged in with the same email address as you used to buy the credits. If you check everything and still don't see the credits in the app, contact customer service.
The sorting centres, roads (logistics), the bpost network (including post offices, post points, pick-up points and parcel lockers) and delivery services are very busy during the end-of-year period between Black Friday and Christmas Day. In order to offset the extra costs incurred during this period, all customers that ship parcels during the end-of-year peak (between Black Friday and Christmas Day) will be billed a surcharge of €1 (excl. VAT) per parcel.
The sorting centres, roads (logistics), the bpost network (including post offices, post points, pick-up points and parcel lockers) and delivery services are very busy during the end-of-year period between Black Friday and Christmas Day. In order to offset the extra costs incurred during this period, all customers that ship parcels during the end-of-year peak (between Black Friday and Christmas Day) will be billed a surcharge of €1 (excl. VAT) per parcel.
In principle, bpost does not open letters. There are a number of reasons why we do open letters (read the General Terms and Conditions ): We cannot deliver the letter to the addressee and there is no return address on the envelope. We open the letter to identify the sender. That enables us to return the letter. My letter is damaged. What happened? It's possible that our sorting machines damaged the envelope. That happens occasionally to thick letters or letters with a special size. In that case, the sender should choose a reinforced envelope or a parcel.
Word Add-In
Business
Word Add-In
That is not the case by default. With MyPreferences you can add all co-occupants linked to your address. There are 2 ways to do this: Set your delivery preferences online sign in to MyPreferences go to My Account click on 'edit' under 'My registered addresses and names' enter the names of your co-occupants bpost will verify these details Set My Delivery Preferences with the My bpost app Open the My bpost app and select the 'More' menu and choose 'My addresses and services'. Select the address for which you want to add a name. Click on 'Add a name' under 'My registered names' Enter the names of your co-occupants bpost will verify these details
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.
Where can I hand in my parcel?
FAQ
Residential
You can hand in your parcel in different Drop-off points: In a Post Office, Post Point or Parcel Point: up to a maximum of 20 parcels per day with a total maximum volume of 500 kg or 1.5 m³. In some offices, you will find special Parcel Boxes; some of these are equipped with a scanner and can print a mailing receipt. In a Parcel Locker. For residential customers: When the postman rings your doorbell to deliver a parcel, you can also give him another parcel that you want to send. You can have it picked up at home for a fee. In a MassPost Center (from 20 to 250 parcels per day, with or without an appointment). Always take into account the maximum permitted dimensions and the maximum weight per parcel (30 kg and the maximum length of one side is 1.5 m). More information about the allowed sizes and weights .
I only receive part of my mail or none at all. What can I do?
FAQ
Residential
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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