Question 1

Can my parcel be delivered to my neighbour or a safe place?

Accepted Answer

You’ll get an email or a notification in the My bpost app stating the delivery date and location when your parcel is on its way. You’ll then be able to have your parcel redirected to family or friends who live near you. Your parcel will be delivered straight to that address rather than trying your home address first.

You are not home and you didn't set your delivery preferences

The postman may deliver your parcel to a safe place or a neighbour. If that doesn't work, your parcel goes to a Pick-up point in your neighbourhood.

You prefer to have your parcel delivered to the same place every time

When setting your delivery preferences you can only list neighbours who live close by (within a 50 metres' radius). Your parcel will be delivered to that address if you are not home.

Question 2

Why was my parcel not delivered according to my preference?

Accepted Answer

There are several reasons why your parcel was not delivered according to your preference.Your profile is not yet complete.Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.Tip: Check your profile in MyPreferencesA green “V” appears next to your address if your account is validated (10 days after creation).Make sure your address is correct.Add the names you use to order parcels.Add all email addresses you use to order parcels.No email address received from senderIt is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.The type of parcel prevented us from delivering according to your delivery preferenceDelivery to your safe place and your neighbour is not possible for:Parcels with payment upon delivery (e.g. a number plate).Parcels you can only receive after showing your secure delivery code.Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.Parcels sent under guarantee or with insurance cannot be delivered to a safe place.Delivery to a Parcel Locker is not possible:If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.For parcels you can only receive after showing your secure delivery code.Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.Tip: Check Track &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour safe place was not safe enough, not accessible and/or not dry enough.The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.&nbsp;If you think there is another reason, you can report it via our online form.

Question 3

Why can't I choose a certain Pick-up point as my delivery preference?

Accepted Answer

For logistical reasons, you can only choose Pick-up points that are in the same distribution zone as the delivery address. That way our mail distribution is as efficient as possible.

Question 4

Until how long before delivery can I change my delivery preferences?

Accepted Answer

Depending on the delivery preference you set, the following applies:You can change a neighbour or safe place until 5 minutes before the delivery.You can change your Pick-up point or Parcel Locker until the evening (until midnight) before the delivery.You can set a different delivery address for your parcel as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this.You can postpone the delivery of your parcel to the next business day as soon as you receive the delivery date by email or via the My bpost app. You have until just before the mail carrier begins their morning route to do this.You can easily change your delivery preferences via the My bpost app or via Track &amp; Trace, as long as the button 'Change delivery preferences' is available.

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Can my parcel be delivered to my neighbour or a safe place?

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