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For a parcel with the 'payment on delivery' option, you benefit from a guarantee consisting of a contribution up to 500 euro for goods and 15 euro for documents. 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.

Why am I receiving an error message when activating Mail Ahead?

FAQ Residential

To ensure Mail Ahead (beta) works properly, it is important that your name and address are correct. If your name or address in the My bpost app differs from the one in itsme®, you won't be able to activate this feature. You can resolve this in two ways: Update your address in itsme® If your address in itsme® is incorrect, you can update it by editing your account on the itsme® website. Update your address in the My bpost app If your name and/or address is correct in itsme® but differs in the My bpost app, you can adjust your name and/or address in your profile in the My bpost app .

What if my registered mail is lost, stolen or damaged?

FAQ Residential

If registered mail is lost, stolen or damaged, the sender will receive compensation from bpost. The compensation will be in line with the actual amount of direct damage, with a maximum amount of €39. You can apply for this reimbursement via the online form . 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. Your , international , registered mail is insured by default against theft, loss and damage for an amount of maximum 30 SDR per registered mail. The SDR is a monetary unit created by the international Monetary Fund.

Which mail can I see with Mail Ahead?

FAQ Residential

Mail Ahead shows you a scan preview of the envelope of all the following personal mail items that are processed with our sorting machines and addressed to your name and address defined in Mail Ahead: Letters Postal cards You will be notified of the following mail, though without a scan preview, for: Certain recurring administrative letters (e.g., Proximus bill) Some addressed advertising mail (e.g., Colruyt folder) Certain periodicals (e.g., magazines from mutualities, NGOs or unions, etc.) Is currently not shown in Mail Ahead: Parcels Unaddressed mail or mail not addressed to you Registered mail Newspapers and most magazines Mail that is delivered by other postal services Mail that couldn’t be scanned by the sorting machine Mail that weighs more than 350 grams Mail that was sorted by the sender (e.g. some advertising folders)

Which documents do I need to send a parcel abroad?

FAQ Residential

For most European countries and territories you do not need to fill in any customs documents. The only thing you need is a shipping label. There are however some exceptions. For shipments to non-EU countries, you need to add the following documents: fill in the CN23 document completely and attach a copy ( more information oncustoms documents ): These fields must be completed on this document: Sender Addressee phone number and email address of the recipient HS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult FPS Finance FPS Finance . Country of origin Shipment details Always include two copies of the invoice or the pro forma invoice . For shipments with a value of more than €1,000 you should also add the Single Administrative Document.

What new import rules apply to shipments to the US?

FAQ Residential

U.S. Customs has introduced stricter import rules for all international parcels. Here’s what changes for you: , No more duty-free threshold: , Parcels under $800 were previously exempt from import duties. That exemption no longer applies. , Duties and taxes must be prepaid: , All import costs now need to be paid before you ship. The recipient will not pay anything on delivery. , More detailed item information required: , When creating your label, you must provide: A clear description of each item The HS code The country of origin , Stricter customs checks: , U.S. Customs now performs more thorough inspections. Missing or incorrect details may cause delays or the return of your parcel. , In short: , pay all import costs upfront and make sure your item details are complete and accurate. This will help your parcel enter the U.S. without issues.

I received a parcel with the wrong contents. What should I do? Who will deliver the correct parcel?

FAQ Residential

If the contents of your parcel do not correspond with what you ordered, then you must contact the original sender of your parcel. Ask him/her to send the correct parcel. You will usually be asked to return the incorrect parcel first. If the sender offers you the option to return your parcel, then attach the return label on the parcel and send it back. The return label is in the package, or you can download and print it from the sender's website or from an e-mail from the sender. If the sender does not offer any return options, then you can purchase a shipping label. Attach that on top of the shipping label of your original parcel and bring the parcel to a Post Office, Post Point, Parcel Point or Parcel Locker to send it back.

Send a parcel: which details do I need?

FAQ Residential

To deliver your parcel correctly, we need the following details: Your address. In case your parcel is returned. Address of the addressee, Pick-up Point or Parcel Locker of your choice. If you create your shipping label online , you can easily choose the Pick-up Point or Parcel Locker from a list. Email address of the addressee (required when sending to a Parcel Locker). That way, we can take their delivery preferences into account (if within Belgium). The dimensions and weight of your parcel. , Sending a parcel outside the EU , In addition to the above data, for a parcel outside the EU you also need to fill in the CN23 document completely and attach a copy ( More information on customs documents ): On this form, you have to fill in the following fields: Sender Addressee Phone number and email address of the recipient HS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult FPS Finance . Country of origin Shipment details Always include two copies of the invoice or the pro forma invoice. For shipments with a value of more than €1,000 you should also add the Single Administrative Document.

How can I receive my money?

FAQ Residential

You pick up the money in a Post Office in your neighbourhood or in a Ria agency. On the ‘Receive money’ form, fill in the transaction PIN code, the first and last name of the sender, and the country where the money was sent. Give the completed form to the counter clerk together with your identity document. After your details are checked, the counter clerk will pay out the amount in cash. You have 40 days to pick up your money in a Post Office or Ria agency. , Can someone else pick up the money? , You must always pick up the money in person. If you really can't pick it up in person then the sender must go back to the Post Office or Ria agency. The sender must modify the transaction and indicate a different addressee. , My name was spelled incorrectly , If your name is spelled wrong, only the sender can modify it. Ask the sender to go to the Post Office or Ria agency where he or she sent the money. That is the only place where he or she can modify the spelling of your name. Once the spelling has been changed, you can pick up the money. , I lost the PIN code , The addressee must ask the sender to send the code again.

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