Returning a parcel
Return your parcel easily
- Arrange your return online or in a Post Office or Post Point
- Always a Drop-off point with flexible opening hours close by
- Follow your parcel with Track & Trace or the My bpost app
Returning your online purchase in 4 steps
Make sure that there is a return label in your parcel. Some online shops send a return label via email.
You didn't receive a return label? Create a shipping label online, or ask for one in your nearest Post Office or Post Point. The price depends on the weight and size of your parcel and the destination.
Attach the shipping label on the top of your parcel and hand it over to a Drop-off point in your neighbourhood.
Follow your shipment with Track & Trace or the My bpost app <link TBC> based on the barcode
Download the My bpost app
Manage all your parcels in one convenient app:
- Track all your parcels, even those delivered by other companies
- Set your delivery preferences
- Decide which parcels you want status updates for
- Pay customs duties for deliveries from outside the EU securely
Calculate the price of your return shipment
Or follow it in the My bpost app
Perhaps you still have one of these questions
Yes, you can, as long as your return is arranged through bpost. Depending on the Drop-off point, you will need to take into account the dimensions of your parcel.
Delivery of your return shipment to a Post Office or Post Point
If you deliver your return shipment to a Post Office or Post Point, the longest side of your parcel may not exceed 1.5 m in length and the total length (1 x length + 2 x width + 2 x height) may not exceed 3 m.
Delivery of your return shipment in a Parcel Locker
If you are delivering your return shipment to a Parcel Locker, please note the following maximum dimensions: 42 x 31 x 58 cm.
Delivery to the postman
You can also hand over your return to the postman when he delivers a parcel. Make sure your return is ready for shipment, with the return label attached, and weighs no more than 30 kg. That way it can be handed over immediately. Please note that the postman may refuse your parcel if it does not meet the conditions, or if he is unable to take it with him safely.
Have a return shipment picked up
If you wish, we can come and collect your return. Your parcel may weigh up to 30 kg. The longest side may also be no more than 1.5 m long and the total length (1 x length + 2 x width + 2 x height) no more than 3 m. The rate for a pick-up depends on where we have to pick up your parcel.
You can request a pick-up online or by calling 02 278 50 44.
If you request a pick-up online before 11.30 am or by phone before noon, the postman will come and collect your parcel(s) the same day between noon and 5 pm. If you contact us later during the day, he will come the next working day.
Stick a bpost shipping label on each parcel. That label is not included in the price of the collection on request.
If the status of your parcel does not change for several workdays, something probably went wrong. Please be aware that unforeseen circumstances may cause the delivery of your parcel to be delayed.
I used the return label of the sender or webshop
If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment.
I bought a return label via bpost
Please contact our customer service using the online form at the bottom of this page in the following cases:
- If the status of your return shipment within Belgium has not changed for several consecutive workdays .
- If the status of your return shipment to a neighbouring country has not changed for at least 5 workdays.
- If the status of your return shipment to another country has not changed for at least 10 workdays.
In that case, the company or person who pays for the return shipment is entitled to compensation.
If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns.
If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:
- there is a return label in your parcel
- you refused the parcel
- the parcel could not be delivered to you
If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.