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« track and trace »
Which delivery possibilities does bpost offer?
FAQ
Residential
For parcels in Belgium, you can choose from different delivery possibilities: At a home or work address In one of the 3000 bpost Pick-up Points: Post Office Post Point Parcel Point Parcel Locker For parcels to foreign countries, you must always send to an address. The Netherlands and France are exceptions. In these countries, you can also send your parcel to a Pick-up Point. Moreover, this is cheaper than shipping to an address. With our online shipping tool, you can easily find a Pick-up Point in the area based on the postcode.
How can I modify my data, or delete my bpost account?
FAQ
Residential
You can contact us any time via our personal data webform , if you wish to: access your personal data modify your personal data delete your personal data, including your bpost account limit or refuse the processing of your personal data a different request related to your personal data
, Please note
, that by deleting your account or personal data, you might no longer be able to access some services. Our customer service may contact you to clarify your request and explain the consequences.
I got my letter back because the address was incorrect. How do I know if I am using the correct address?
FAQ
Residential
To be sure of the correct address, you can validate it online on the bpost website. You check if the address in Belgium is known at bpost but not if the person still lives there. If your addressee has moved, you will have to ask him/her for the new address. Note: if you got your letter back because the address was incorrect, use a new envelope and new stamps.
Why can’t I see Mail Ahead in the My bpost app?
FAQ
Residential
The new feature of the My bpost app called Mail Ahead is a beta version for now. During this testing phase, we limit the number of users to a selection of beta testers. How do I know if I can test it already? If you’ve received an e-mail or see the Mail Ahead tab in the ‘More’ menu of the My bpost app, you can activate and test this feature. Simply verify your identity with itsme®. More options to verify your ID will soon be available.
You enter the promotional code after creating the postcard, when you are ready to send it – after adding the address of the addressee. Note: you can only use a promotional code and send a card with a Mobile Postcard account.
, How long is the Mobile Postcard promotional code valid?
, The period of validity of your promotional code for a free postcard depends on the code. If your code is no longer valid, you will get a message that your promotional code has expired.
What is a secure delivery?
FAQ
Residential
A secure delivery ensures that only you, or someone you designate, is able to receive your parcel. Your parcel will only be handed over if your personal secure delivery code is shown. You receive this code by email and it is also displayed in the My bpost app. You show it to the person who delivers your parcel or the person at the Pick-up point. The shipper, such as a webshop, selects a secure delivery if it needs to be sure that the right person takes receipt of the parcel. Unfortunately, due to the extra security requirements, we cannot always comply with your delivery preferences.
The My bpost app doesn't recognise my parcel. What do I do now?
FAQ
Residential
Sometimes we only receive the barcode from the sender at a later moment in time. As a result, you cannot follow your parcel. In that case, try again later. Double check that you entered the correct barcode and postcode. Be sure to select the correct postal service from the list. If you don't know the name of the postal service, select 'I don't know'. If you know the name of the postal service but it's not in our list, send us a message via the app. We will add it to the current list.
What is a return shipment?
FAQ
Residential
A purchase that you send back is a return shipment. Online shops offer that option if the contents of your parcel do not correspond with what you ordered or if the product does not fit or does not meet your expectations. You send your purchase back with the return label from the original sender; the label is either in the package, or you can download and print it at home. If the sender does not provide a return label, then you send it back as a regular parcel. Be sure to check the website of the online shop to see what the guidelines are regarding returning parcels. Discover how to send your parcel back Send your parcel
Reloading your card usually takes three business days, or five in exceptional circumstances. There are two reasons why you may not see your funds on your card after five business days: You did not enter the 12-digit ID code on the back of your card (100/xxxx/xxxxx) in the structured reference field. You have reached your reload limit (minimum €10; maximum €2,500 per reload and €8,000 per year) The amount will be returned to your amount within 10 business days.
How do I send a parcel with signature upon receipt?
FAQ
Residential
If you want a signature upon receipt of your parcel, you should choose the shipping option ‘with guarantee’. That means the recipient must sign for receipt and you have a guarantee up to €500 if your parcel is lost or damaged. To send your parcel with a guarantee, click on the ‘Guarantee (up to €500)’ option on the online shipping tool. Or ask about it in the Post Office or Post Point. You will have to pay extra for this option. For parcels sent abroad, a basic guarantee of up to €500 (or €15 for documents) is included. As a private sender, you cannot take out a higher guarantee.
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