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The My bpost app will not be able to connect to the bbox locker if: Your smartphone does not have access to your location and/or Bluetooth on your smartphone is not enabled. You are not standing in front of the correct bbox. Always check the exact address and number of the bbox in the e-mail you have received from us (sometimes there are 2 bbox lockers in the same street). Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
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 .
Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier. In case of damage, your complaint must be submitted to bpost within 7 calendar days. In case of loss abroad, we will start an investigation if your parcel does not receive a status change after: at least 5 workdays for shipments to a neighbouring country at least 10 workdays for the United Kingdom and all other countries
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.
What if my return shipment gets lost?
FAQ
Residential
In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when: there is a return label in your parcel you refused the parcel the parcel could not be delivered to you If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.
If your parcel gets lost or is damaged, then the compensation depends on the chosen option: Light parcels (up to 2 kg) without option 'declared value': no compensation Light parcels (up to 2 kg) with option 'declared value': you are compensated in accordance with the amount of the declared value. Parcels up to 30 kg: you receive compensation for the actual damage. That compensation is maximum 40 SDR per parcel. SDR stands for special drawing rights, a unit for international exchanges. 1 SDR = 1.2454 eur. Added to that amount are postage fees and 4.5 SDR per kg. If you would like to apply for a compensation, it is best to contact our customer service via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.
Suppliers
Business
At bpostgroup, we believe in fostering strong partnerships with our suppliers to deliver exceptional services to our customers. We have global operations and rely on our suppliers to help us operate our network and deliver on promises made.
How much does it cost to send a Mobile Postcard?
FAQ
Residential
All cards made in the Mobile Postcard app are printed and sent from Belgium. You pay for your postcard upon shipment, or you purchase credits in advance . By buying your credits in advance, you save yourself valuable time and money: You don't need to pay for your postcards one by one. The price per postcard drops if you buy at least five credits in advance. Your credits are linked to your accounts and always remain valid, even if the rates happen to change. Cards for a destination in Belgium are sent at domestic rates.
, 'Prior'
, (delivered the next workday) or
, 'Non-prior'
, (delivered within three workdays). For cards that are destined for other countries, you pay international rates. By buying credits in advance, you pay less than you would if you pay for your cards one by one. Take a look at all our rates under the menu option 'Kaarten en enveloppen' .
, Can I transfer credits from one account to another?
, 'Menu' > 'My account' > ‘Transfer my credits' You'll receive an email requesting your confirmation. Confirm this and the credits will be transferred within two days.
How much does it cost to send a parcel?
FAQ
Residential
The price to send a parcel depends on the weight, size, destination and the shipping option (with a guarantee, delivered to a Pick-up Point, etc.). You can easily calculate the price of your parcel online using our price calculator. Enter the destination and weight and discover our prices instantly.
Why can I only activate Mail Ahead with itsme®?
FAQ
Residential
To ensure a smooth and secure launch of the Mail Ahead service (beta), we’ve chosen the well-known and trusted itsme® solution. We understand that some users, including you, may prefer alternative methods for verifying their identity and address. Therefore, we are actively exploring other technical options for this service.
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