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 for the key word « track and trace »

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.

Contact bpost customer service

Residential
Contact bpost customer service

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.

I cancelled my purchase but a hold remains on the amount. How do I get the hold lifted?

FAQ Residential
If you see the cancelled purchase in “Pending transaction” on the My bpaid portal, it means that the merchant has put a hold on the amount. That gives the merchant peace of mind that it can claim some of the costs in the event of cancellation. Examples are when you book a hotel room or hire a car. The hold is automatically lifted within 30 days. The amount becomes available again as soon as the hold is lifted. You can ask for the hold to be lifted if this is not done within 30 days. To do so, follow the steps below. Ask the merchant to send you the following: An authorization code (comprising five or six digits or letters) showing that funds have been transferred from an account) Confirmation (in an email, for example) that the merchant agrees to release the hold. Once you have received the authorization code and confirmation, fill out our online form (you cannot do this without the authorization code, the confirmation and your card number). You can find this form in the bpaid app and on the My bpaid website.

Why do I always have to show my ID card to receive a registered mail ?

FAQ Residential
We understand how it could be irritating to have to show your ID card every time you receive registered mail. However, under the postal law ( see Royal Decree of 14 March 2022 – Chapter 2 Article 9. § 1 ) our delivery and counter staff have an obligation to check your identity and to take a photo of an official document confirming your identity. That is because registered mail has legal value. We therefore need to check your proof of identity to verify your identity, so we can be certain that the mail has been handed to the right person. , Valid documents other than your ID card , You can have the delivery person take a photo of another official proof of identity rather than your ID card . id-passport-permis Transport   , Have registered mail delivered straight to your letterbox , You can also have your registered mail delivered straight to your letterbox without having to sign for it. You can activate this option in the My bpost app (as a delivery preference) or at a Post Office or Post Point – upon presentation of your ID card. You authorise bpost to deliver registered mail straight to your letterbox and you will no longer need to show your ID card or even be home at the time of delivery.

What can the result of a customs check be?

FAQ Residential
Customs can perform a security check on all goods coming from outside the European Union to verify whether the import into Belgium is allowed. This check is done after payment of the import fees and can have one of the following results: The import of the shipment is approved by Belgian customs the day after arrival in Belgium. The shipment is then given to bpost for processing and delivery. The shipment is subject to inspection. Please allow an additional 3 to 7 days for delivery. (Depends on whether other government agencies need to check the goods.) A fine must be paid (e.g. if the goods do not match the description) or additional documentation required (e.g. the import licence is missing). This will be communicated to you by letter or by email, together with further instructions. The goods are subject to import restrictions, so their importation is prohibited. In the worst case, your shipment may be returned to the sender or destroyed. This will be communicated to you by letter or by email, together with further instructions. , Important: , If you have paid the import costs and customs seizes your shipment, you will not be able to get a refund of the import costs.

Can I buy pre-stamped envelopes?

FAQ Residential
You can buy pre-stamped envelopes in our eShop , a Post Office in your neighbourhood, and in some shops like AVA and Makro.

Do I need to pay import costs for a gift?

FAQ Residential
In certain cases, a parcel received from outside the EU can be exempt from import costs. We then speak of a gift. Your parcel must meet the following conditions: The sender is a private person (e.g. family member, friend, acquaintance). A parcel from an online shop is never considered a gift (even if it says gift on the package). The contents of the parcel are for personal use. If the parcel contains alcoholic products, tea, coffee, perfume, eau de toilette, tobacco or tobacco products, the excise duty-free quantity is not exceeded. More detailed information can be found in the related Royal Decree . The value of the shipment does not exceed €45. If the total value of your shipment exceeds €45 and consists of several goods, you can get a partial exemption for the goods that (on their own or together) are worth max €45. (See table) As the recipient, you have not paid for the parcel. It is important that the sender declares the shipment as a gift on the customs form (CN22 or CN23). , Please note , : if your parcel meets all the requirements and you are still charged import costs, you can dispute these costs and apply for an exemption .   My gift consists of: Maximum exemption , Example 1 , 1 sweater - , 47 €  , 1 jacket - , 95 € , 0 € , Example 2 , 2 jackets - , 300 €  , 1 pair of pants - , 45 € , 1 scarf - , 20 € , 45 € , Example 3 , 1 hat - , 20 €  , 1 scarf - , 20 €  , 1 T-shirt - , 15 € , 40 €

Can I use any image on my personalised stamp?

FAQ Residential
Choose a JPEG photo in colour or black and white of maximum 3.2 MB. Make sure that you own the copyright of the photo. Don't just use photos taken off the internet. Unethical, provocative or misleading photos are forbidden.

Why will the postman be passing by a second time after leaving a failed delivery notice?

FAQ Residential
If your parcel is delivered on a Saturday and you are not home, the postman will pass by again the next workday.