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There can be several reasons why your parcel was not delivered to a neighbour: The postman could not deliver your parcel to a neighbour because he was not at home or did not accept it. Your parcel is a shipment with payment upon delivery. Your parcel is a secure delivery, so you need to show your secure delivery code. Your parcel is a registered mail. Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home. The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days. If you do not think that the above mentioned reasons are the cause, you can report this via the online form .

How do I create a mailing label? How long does it remain valid? Where do I have to attach it?

FAQ Residential

If the original sender does not offer any return options, then you must return your parcel and purchase a shipping label on our website, in the eShop or in a Post Office, Post Point or Parcel Point. The shipping label is valid for 3 months, but you should ask the original sender how much time you have to send your parcel back. You attach the shipping label firmly on your parcel with tape. It must not come loose. Make sure that the entire shipping label is legible. The barcode must be visible immediately. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered. If you reuse the original packaging, then you must attach the shipping label on top of the original shipping label. The original barcode must be covered.

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How do I receive a proof of delivery for my parcel?

FAQ Residential

You will receive proof of delivery with the date and signature of the recipient if you select the payable option ‘with guarantee’ in the online shipping tool. Or if you choose that option in the Post Office or Post Point. You will have to pay extra for this option. In that case, you are protected up to €500 if your parcel is lost or damaged. You can also choose the option ‘with confirmation of delivery’, in which case you will receive a text message or email: When the parcel is delivered If the parcel could not be delivered because the addressee was not home. In that case, your parcel will be made available to the addressee at the nearest Pick-up Point. If the addressee has not collected it from the Post Office, Post Point or Parcel Locker. 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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