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What stamps do I need to frank registered mail?
FAQResidential
How you frank your registered mail depends on how you prepare it. You can do this at a Post Office or Post Point or in the My bpost app.
, At a Post Office or Post Point
, If you prepare your registered mail item at a Post Office or Post Point, a prior stamp and a registered mail stamp will be affixed to your mail item. You can use the price calculator to work out how much you’ll have to pay.
, In the My bpost app
, You can also frank your registered mail item using the My bpost app. In that case, you will receive a digital shipping label, which you should print and affix to your mail item. This label is used instead of a prior stamp and a registered mail stamp. Then all you need to do is drop off your item in a Red Letterbox, at a Post Office or at a Post Point.
I received a parcel with the wrong contents. What should I do? Who will deliver the correct parcel?
FAQResidential
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.
When proof of receipt is required, the receiver must give their name and sign for the mail item at the time of delivery. That gives you peace of mind that the mail item you have sent has been delivered to the right person. The proof of receipt is a legally valid document in the event of a dispute about receipt. How you receive the signed proof of receipt depends on where the registered mail was created.
, At a Post Office or Post Point
, The receiver must write their name on a paper document, which must then be signed and dated. You receive this proof of receipt in your letterbox.
, In the My bpost app or via our online shipping tool
, The receiver must write their name on a digital document, which must then be signed and dated. You receive this proof of receipt in the My bpost app or in your account.
I didn't receive a QR code. What do I do now?
FAQResidential
For bbox lockers with a screen, just enter the barcode on the screen. For Screenless bbox lockers, first enter the barcode in the My bpost app and then follow the steps in the app to collect your parcel. If you have opted for direct delivery to a bbox locker and if you did not receive an e-mail that your parcel is available, please check that our e-mail did not end up in your spam folder. If you have received an e-mail that your parcel is available, please read the steps in the e-mail carefully. For some bbox lockers, you do not need a QR code. If you did not receive an e-mail that your parcel is available, please contact a bbox locker responsible on 02 320 23 90.
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Send a parcel: which details do I need?
FAQResidential
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
What can the result of a customs check be?
FAQResidential
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.
I cancelled my purchase but a hold remains on the amount. How do I get the hold lifted?
FAQResidential
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.
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.
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