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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.
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.
Can someone in the Post Office or Post Point help me with my international shipment?
FAQ
Residential
Our employees will gladly help you send your parcel abroad. In bpost Post Offices and Post Points you'll find a suitable box and filler material to protect your contents, and you can purchase the shipping label. Our employees will make sure that your parcel is not too big or too heavy.
How do I send registered mail?
FAQ
Residential
You can create a shipping label to affix to your registered mail item in
, the
, My bpost app
, or our
, shipping tool
, . Please note that the delivery address must be in
, Belgium
, . This includes registered mail with or without proof of receipt. For registered mail with a foreign delivery address, you should go to a Post Office or Post Point. You can print it if your smartphone/computer is connected to a printer. After creation, you will receive an email containing the shipping label. You can also send the email with the shipping label to someone who can print it for you. You can choose to have your shipping label printed in a Post Office or Post Point. You then drop the item off: At a Post Office At a Post Point In a Red Letterbox After payment you receive a digital proof of payment in the app or shipping tool itself and by email. The proof of deposit will appear in the app or in your account when your registered mail item enters our network. This is deemed a legally valid document in the event of a dispute.
, When do I receive the proof of deposit when dropping off my registered mail in a Red Letterbox?
, If you drop off your mail item after the last collection of the day it will only enter our network next working day.
, At a Post Office or Post Point
, The person at the counter at a Post Office or Post Point can help you create your registered mail item. You can choose from: Standard registered mail Registered mail with proof of receipt After payment you receive a paper proof of payment and a stamped proof of deposit from the person at the counter. This is also deemed a legally valid document in the event of a dispute. At the moment you cannot send registered mail in the form of an email with bpost. Limited to documents only; no goods allowed.
, Can I change the shipping label for my registered mail?
, Unfortunately, you cannot change a label once it has been created. If you change it yourself with a pen (the name or address, say), it will be deemed invalid and not delivered. In this case, we advise you to create a new shipping label.
, Can I send my registered letter without an envelope?
, We do not recommend it, but yes, it is possible to send a registered letter without an envelope. Please be aware that this type of mailing has several significant drawbacks: risk of damage risk of the letter being opened lack of confidentiality of the contents obligation to comply with specific rules higher postage rates apply due to manual handling Still wish to send your registered letter without an envelope? In that case, the following rules apply: The paper you use must have a minimum weight of 140 g/m². Please note that standard home-printer paper is 80 g/m² and is not suitable. The right-hand side of the front page must be left clear to specify the address, affix the postage, and allow postal service markings to be added. Finally, please note that any item sent folded, unsealed, or without an envelope must be posted at the
, non-standard postage rate
, .
Are night deliveries possible in every bbox?
FAQ
Business
Not in every bbox locker. Night deliveries are currently available in around 100 lockers that can be accessed before 7 a.m. Other lockers, such as those on closed parking lots or in city centers, only become accessible later and are therefore not eligible. We deliberately selected locations along access roads and strategic hubs, so your employees can easily pick up what they need in the morning. This network is being gradually expanded, based on companies’ needs and actual use of the service.
I was home but still received a failed delivery notice in the letterbox. How can I file a complaint?
FAQ
Residential
When delivering registered mail and parcels, our postmen are required to ring the doorbell and wait a minimal time. Unfortunately, you might find a failed delivery notice in your letterbox even though you were home. You can file a complaint about this. Keep your failed delivery notice handy because you will need it to complete the form .
You can link an additional email address to the My bpost app as follows: Open the My bpost app and select the 'More' menu at the bottom of the screen. Select 'My email addresses' and then 'Add email address'. Enter the email address you wish to add. Enter the verification code that was sent to this email address. Parcels and shipments ordered with this email address will automatically be added to the My bpost app from now on.
How do I know whether a webshop applies the VAT rules?
FAQ
Residential
Non-European webshops can register with the EU to enable the payment of VAT and import costs in advance in their webshop. You can easily recognise a registered webshop: if your shopping basket indicates that VAT and duties are included, then you’re safe! That way you avoid: paying unwanted import charges and customs clearance fees; paying VAT on customs clearance fees; waiting longer to receive your shipment. NB: for goods with a value above €150, you will always have to pay import charges as these are not paid by the webshop.
I purchased a guarantee for my parcel. When will I be refunded in the event of damage or loss?
FAQ
Residential
That depends from case to case. If your parcel is lost or damaged and you would like to file a claim 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.
Why did I receive my parcel in a Bbox?
FAQ
Residential
In some cases, parcels are delivered to a Bbox rather than to your home address or a Pick-up point. This may happen when: a home delivery is not possible and a neighbour or a safe place is not an option either a Bbox is currently the quickest and most convenient solution your delivery preferences indicate that we may deliver to a Bbox That is only possible if: there is space in the Bbox the parcel fits in the Bbox no payment or signature is required That way, your parcel will be ready quickly and you can collect it whenever it suits you.
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