Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.

Contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.

• In case of damage, your complaint must be submitted to us within 7 calendar days.
• If the status of your Track & Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then the sender can also request an investigation.

If you are the recipient, please contact your sender.

bpost delivers during the weekend in certain cases. This depends on the type of shipment, the sender and the delivery address. Letters and registered mail are currently only delivered on weekdays.

Some senders, such as certain web shops, have agreements with bpost to have their parcels delivered to home addresses on Saturdays and Sundays. It is therefore possible that your parcel will be delivered to your home during the weekend (on Saturday between 8:00 and 17:00, on Sunday between 9:00 and 19:00).

For the time being, parcels will not be delivered directly to a Pick-up point or Parcel Locker on weekend days. These are delivered to the Pick-up point or Parcel Locker on Monday. 

You can follow the status of your parcel via the My bpost app or Track & Trace.

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.

For parcels in Belgium, you can choose from different delivery possibilities:

• At a home or work address
• In one of the 2800 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.