All cards made in the Mobile Postcard app are printed and sent from Belgium.

You pay for your postcard upon shipment, or you purchase credits in advance.

By buying your credits in advance, you save yourself valuable time and money:

• You don't need to pay for your postcards one by one.
• The price per postcard drops if you buy at least five credits in advance.
• Your credits are linked to your accounts and always remain valid, even if the rates happen to change.

Cards for a destination in Belgium are sent at domestic rates. 'Prior' (delivered the next workday) or 'Non-prior' (delivered within three workdays).

For cards that are destined for other countries, you pay international rates.

By buying credits in advance, you pay less than you would if you pay for your cards one by one.

Take a look at all our rates under the menu option 'Kaarten en enveloppen'.

Can I transfer credits from one account to another?

'Menu' > 'My account' > ‘Transfer my credits' 
You'll receive an email requesting your confirmation.

Confirm this and the credits will be transferred within two days.

Mobile Postcard can't currently be followed via Track & Trace; they are treated as regular letters or cards.

If you entered a return address, the card will be sent back to you.

If you didn't enter a return address and there was an error in the destination address or the destination address was incomplete, we will not be able to deliver your postcard. It will be destroyed.

How soon will my personalised postcard be delivered?

This depends on the sending options you've chosen for your Mobile Postcard. In any case, your postcard will be printed and sent the same day if you make your order in the app by 3 p.m.

• If you send your postcard as 'Priority' mail, it will reach its destination address in Belgium the next workday.
• If you send your postcard as 'Non-priority mail', it will be delivered within three workdays.
• For destinations outside Belgium, we treat your postcard as 'Priority' mail while it's in Belgium. But after that, your postcard is in the hands of the postal service of the destination country.

Are you sure your Mobile Postcard didn't arrive and that you filled in a correct address? Use the online form to contact our customer service.

Make a postcard via the Mobile Postcard app on your smartphone or tablet by following these simple steps:

• Step 1: Download the app from the App Store or Google Play.
  • For Android devices
  • For iPhone or iPad
  • Menu > Log in > New Account
    Fill in the requested details. Your email address is used as your login account. You'll receive an email to confirm your registration.
  • Menu > My Account > Return Address
    Enter your return address. If something goes wrong during delivery, the card will be sent back to you.
• Step 2: You can buy credits as a result of which you're able to send your postcards at a discounted rate. If you would prefer to pay for them one at a time, you can immediately start making your card.
• Step 3: Click on ‘Send a postcard’.
• Step 4: Choose the layout of your postcard and select one or more photos from your smartphone or tablet, or make a photo in the app. You can also add a video at this step.
• Step 5: Add any stickers or a theme to your personalised postcard - there is a suitable layout for every season.
• Step 6: Add a personal message and type in the address.
• Step 7: Choose your sending method: 'Priority' or 'Non-priority' for Belgium.
• Step 8: Pay and send your postcard.

Send your card before 3 p.m. to have it printed and sent on the same day.

When your personalised postcard is sent, you will receive a confirmation email. You'll be able to find updates by looking under Follow-up > Sent.

Can I arrange for my postcard to only be sent a week from now?

You can choose the date your postcard will be sent, but not the date it will be delivered. This means you're able to plan the sending of your cards in advance. We print your cards on the planned date and send them the same day.

• If you send your card to an address in Belgium by 'Priority' mail, it will be delivered the first workday after being made.
• If you send your card to an address in Belgium by 'Non-priority' mail, it will be delivered in Belgium within three workdays.
• If you send a card to an address in a country other than Belgium, the delivery is in the hands of the postal service of that country.

Did you send your Mobile Postcard via the app before 3 p.m.? Because we then print and send your card the same day.

• If you sent the card to an address in Belgium as 'Priority' mail, it should be delivered the first day after it has been made.
• If the card is sent as 'Non-priority', it should be delivered within three working days.
• If you sent the card to an address in a country other than Beglium, the delivery will be the responsibility of the postal service in that country.

Complaints can be submitted by filling one of our forms:

• My Mobile Postcard is misprinted
• My Mobile Postcard was not delivered - was delivered too late - is damaged

You are responsible for the quality of the photos, the layout of your postcard, and the correct address:

• For your photo or video postcard, choose photos of at least 1831 x 1276 pixels.
• Check the print preview of your postcard carefully. 
• Follow the app's suggestions if an error message appears on the address.
• Menu > My Account > Return Address
  Enter your return address. If something goes wrong during delivery, the card will be sent back to you.

• Download the latest version:
  • For Android devices
  • For iPhone or iPad
• Restart the app: if a new version is not available, close the app completely, then reopen it.
• Reinstall the app: if the app still has problems, delete the app from your smartphone or tablet, then reinstall it once again. Please note: your designs and addresses will be lost if you delete the app.
• If the problem isn't solved with all these steps, be sure to contact the customer service or webmaster@bpost.be. We will work as quickly as we can to solve the technical problem.

Have the following information handy when you phone customer service: the brand of your smartphone or tablet, the device type or model, the type of device, version of the operating system on your device, and the version of the app. You can find the version in the app under Menu > Version of the app.

I paid but I don't see my credits in the app. What should I do?

When you buy credits for postcards, they should appear in your app immediately. If you don't see them, close the Mobile Postcard app, then reopen it. If you still don't see your new credits, log out then log back in.

Check whether the payment was successful. And check that you are logged in with the same email address as you used to buy the credits. If you check everything and still don't see the credits in the app, contact customer service.