Frequently asked questions
Receive a parcel
Delivery to a Parcel Locker
The door of the Parcel Locker does not want to open. Now what?

The door of the Parcel Locker does not want to open. Now what?

The door of a Parcel Locker will not open if:

  • You are not standing in front of the correct locker. Always check the address and number of the Parcel Locker in the e-mail you have received from us.
  • Your parcel has been returned to the sender. This happens when you do not pick up your parcel after 5 working days. You can always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).
  • If you are standing in front of a Screenless Parcel Locker, make sure that the My bpost app has access to your location and that Bluetooth is enabled on your smartphone.

Are you sure your parcel is in there, but you still cannot open the door? Call our customer service in the following way:

  • If your parcel is in a Parcel Locker with a screen, please call 02 320 23 90 (available 24/7)
  • If your parcel is in a Screenless Parcel Locker, please call 02 278 50 87 (available 24/7)
How and when will I be informed that my parcel is being delivered?
You will receive several emails throughout the delivery process of your parcel:
  • You will receive an email as soon as the sender tells us they want us to deliver your parcel and provides us with your email address.
  • When your parcel is sorted, you will receive an email confirming the planned delivery date and allowing you to choose a delivery preference, including the option for next working day delivery.
  • On the day of delivery, you will receive an email stating the time of delivery. If you will not be home at that time, the email enables you to indicate where you want your parcel to be delivered.
  • If the postman delivered your parcel in your letterbox, in a safe place or to a neighbour, you will receive a confirmation email.
  • If your parcel is available at a Pick-up Point, Parcel Locker or point of sale, you will receive a confirmation email.
Every email includes a link to track your parcel via our Track & Trace page.You can also track your parcel at any time in the My bpost app or on Track & Trace. If the status of a parcel changes, you will be informed with a notification in the app. You can always choose where your parcel will be delivered if you are not at home.
How to get a parcel out of the Parcel Locker?
You will receive an e-mail once your parcel has arrived in the Parcel Locker. This e-mail contains the steps to open the Parcel Locker. You will also find the different steps on the Parcel Locker itself. Parcel Locker with screen
  • Scan the QR code you have received via the My bpost app or e-mail. If you have opted for direct delivery to a Parcel Locker, you will also find a 6-digit code under the QR code to open the locker.
  • Take out your parcel and close the door of the locker.
    • Screenless Parcel Locker The Screenless Parcel Locker does not have a touch screen and can only be opened via the My bpost app. The app communicates via Bluetooth with the Parcel Locker in order to open it.
  • First, enable Bluetooth and your location on your smartphone
  • Open the My bpost app and select the parcel you would like to receive
  • Follow the steps in the app to connect to the Parcel Locker and the door will open automatically.
  • Take out your parcel and close the door of the Parcel Locker.
    • My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
    bpost returns your parcel to the sender in the following cases:
    • If the sender entered an incorrect address for the Parcel Locker.
    • If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel.
    • If you didn't remove your parcel from the Parcel Locker after 5 calendar days.
    Contact the sender to be able to receive your parcel.
    If you didn't find an answer to your question?

     

    Please contact us.

    Call

    Monday - Friday :
    08.00 – 12.30
    13.00 – 18.00

    Saturday :
    09.00 – 13.00

    Zonal rate. Waiting time varies.

    Phone Customer Care Centre
    Phone Customer Care Centre
    tel:022785126