Question 1

Why do I have to pay 'fees for customs formalities'?

Accepted Answer

Fees for customs formalities are administrative charges that are charged by the bpost customs clearance service for:

determining the contents and value of the parcel
contacting the addressee in case the contents, value and details of the parcel do not correspond or are incomplete;
creating the required customs declaration;
storage and warehousing of the shipment during the collection of customs duties.

These charges apply to all shipments from outside the European Union (+ United Kingdom). You can, however, avoid additional taxes, customs duties and administrative costs by ordering from a registered online shop (Import One-Stop Shop or IOSS). You can easily recognise a recognised webshop: if your shopping basket states that VAT is included, you are safe! Most major webshops such as AliExpress, eBay and Wish are already registered.

Ali Express Ebay Wish

NB: shipments with a value above €150 are always subject to customs duties and administrative processing costs.

Question 2

My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.

Accepted Answer

If your parcel was not delivered, check the status of your shipment via Track &amp; Trace or the My bpost app first. If the status of your parcel has not changed for a while (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), ask the sender to contact our customer service. Only the sender of your parcel can submit a complaint.If you are the sender, please contact our customer service. It is best to do this via the online form at the bottom of this page. This way, you can immediately provide us with all the necessary information to start an investigation quickly.

Question 3

I get a message that my parcel has been delivered, but I haven't received anything. What now?

Accepted Answer

A couple of tips if you have not received anything:Check if someone else (your neighbour or flatmate) has received your parcel.If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace.Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

Question 4

When can I follow my parcel with Track & Trace?

Accepted Answer

As soon as bpost has received your shipment, you can track its progress via the My bpost app or Track &amp; Trace using the barcode.You will often receive an email from the sender when your barcode is created. In most cases, you will not be able to track your parcel immediately via our Track &amp; Trace. This is because it is still being prepared by the sender and therefore has not yet been handed over to bpost.As soon as the sender hands your parcel over to bpost, you will be able to track it.

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Why do I have to pay 'fees for customs formalities'?

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