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Specific privacy policies

Residential
Specific privacy policies

How can I file a complaint to bpost?

FAQ Residential
Did something go wrong with your mail, shipment or parcel? That is annoying, of course. Fortunately, there are several ways to solve your problem. , Use our online form (quickest way) , Choose your specific situation below and complete the corresponding online form. Parcel damaged, lost or not delivered >  Mail not received or only partially received > Not happy with postman >  Parcel not delivered according to my delivery preferences > Complaint about the Moving Service (NL) > If you have a different complaint, please call our customer service (+32 2 278 51 26). Monday - Friday : 08.00 – 12.30 13.00 – 18.00 Saturday : 09.00 – 13.00

Can I protect my international parcel against theft or damage?

FAQ Residential
You can protect the contents of your parcel sent abroad up to €500 via the ‘With warranty’ mailing option. In case of loss or damage, you will be reimbursed for the value of the contents of your shipment (up to max. €500) + the shipping costs. If the contents only include documents, then you will be reimbursed €15 in case of damage or loss. You can select the ‘With warranty’ mailing option when creating a shipping label via the online shipping tool. Or go to a Post Office or Post Point near you and ask the counter clerk to mail your parcel sent abroad with warranty. More information about the calculation of this compensation .

Why should I contact the sender if my parcel is damaged?

FAQ Residential
Most senders have fixed agreements with bpost for damaged parcels. , Only the sender can file a complaint , for a damaged parcel because the sender pays bpost for the shipment. In addition, he can decide, in consultation with you, to reship the parcel or to refund you. Your sender will ask you for photos of the damage, both of the packaging and of the contents, because he needs them in order to file a complaint with us. Please also note that bpost must receive the complaint within , 7 calendar days , of delivery, regardless of what the sender agrees with you. It is therefore best to contact him as soon as possible.

I won’t be home. How do I set my delivery preferences?

FAQ Residential
If you know you won’t be home, you can request the following delivery options for this shipment: Directly to a Pick-up point in your neighbourhood Directly to a different address the same day The next working day instead To a safe place To a neighbour For future deliveries, you can plan ahead by setting general delivery preferences in the MyPreferences web portal or in the My bpost app . Tip: with the My bpost app, you can follow all your parcels at a glance and change your delivery preferences up to 5 minutes before the delivery.

Why was my priority letter not delivered on time?

FAQ Residential
We're sorry that your letter with a priority stamp was not delivered on time. Your priority letter will be delivered the next day in Belgium in 95% of the cases if: Your priority letter is placed in a red mailbox before the last collection of the day. The collection time is listed on the mailbox. Your priority letter is handed in at a Post Office or Post Point before the last collection. The collection time is listed in every Post Office and Post Point. Only in exceptional cases will your priority letter not be delivered on time (e.g. a technical malfunction). As a regulator of the postal market, BIPT sees to it that at least 95% of the letters with a priority stamp are delivered within Belgium the next workday.

How much does it cost to return a parcel?

FAQ Residential
If the original sender offers you the option to return your parcel, then you have two options: The return shipment is free. The return shipment is not free. Either you must pay part of the costs yourself in the Post Office or Post Point where you turn in your return shipment, or the original sender deducts a small return fee from the amount that he refunds. If the original sender does not offer any return options, then you must send your parcel as a regular shipment. In that case, the price of your parcel depends on the weight, the size and the destination. Use our online shipping tool to calculate the price of your parcel.

Why do I have to pay customs formalities on all shipments from outside the EU worth more than €150?

FAQ Residential
For purchases outside the EU with a value of €150 or more, the online shop is not allowed to collect the VAT. This must be done on arrival in Belgium. That is why, in addition to VAT and any import duties, you also have to pay customs formalities for the clearance of your shipment. For this type of shipment the cost is €40. An example: You buy a piece of jewellery for €160 outside the EU. In addition to this, you will have to pay: Import costs: €40 VAT (21%): €41.79 This brings the total cost of the piece of jewellery to €241.79 (= €160 + €40 + €41.79)

Which delivery preference can I choose if I am not home?

FAQ Residential
If you know you won’t be home, you can request the following delivery options for this shipment*: Directly to a Pick-up point or Parcel locker in your neighbourhood Directly to a different address the same day The next working day instead To a safe place (provide a photo to help us) To a close neighbour – either chosen by bpost or by you (ask them first if they agree) *Some of them are not available as last-minute options For future deliveries, you can plan ahead by setting general delivery preferences in the MyPreferences web portal or in the My bpost app . Tip: with the My bpost app, you can follow all your parcels at a glance and change your delivery preferences up to 5 minutes before the delivery.

What should I do if the recipient says that the money did not arrive?

FAQ Residential
If your addressee has problems when picking up the money, you should contact the Customer Care Center of Ria Money Transfer . If you made an error in your addressee's name, you must correct the name in your Post Office or a Ria agency. Your addressee can only pick up the money if the name is correct. , I want to dispute the transaction , If someone other than the addressee picked up the money or if you suspect fraud, you must contact the police and have a report made. Also contact the Customer Care Center of Ria Money Transfer. Ria will do all it can to recuperate the money or to repay the amount of the money transfer to the sender.