How can I submit a complaint in the event of loss, damage or non-delivery of my parcel?

You can only submit a complaint to bpost as the sender of the parcel, not as the recipient. Fortunately, most senders have fixed arrangements for lost and damaged parcels.

If you are the recipient, please contact the sender to determine the best solution for your order (e.g. ship your order again or receive a refund).

If you received a damaged parcel, please contact the sender within 7 days of receipt and send photos of the damaged packaging and contents.

Please also contact the sender in the following cases so they can start an investigation:

• If the status of your parcel sent within Belgium has not changed for several consecutive workdays.
• If the status of your parcel to or from a neighbouring country has not changed for at least 5 workdays.
• If your parcel to or from another country has not changed for at least 10 workdays.

If you are the sender, start an investigation into your parcel using the online form below. In case of damage, your complaint must be submitted to bpost within 7 calendar days.