How can I submit a complaint if my parcel is lost or damaged?

If your parcel was not delivered, check the status of your shipment via Track & 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.

I am the recipient If you are the recipient of the parcel, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund).

• If you have received a damaged parcel from Belgium, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents.
• If you have received a damaged parcel from abroad, please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.

I am the sender If you are the sender of the parcel, it is best to contact our customer service via our online form. This way you can immediately provide all the necessary information and documents to process your file. In case of damage, your complaint must be submitted to us within 7 calendar days.

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. Please contact the sender in the following cases:

• 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.

Why do I have to contact the sender? Only the sender of your parcel can submit a complaint about a parcel that is not delivered. The sender will look for a solution together with bpost. If you are the sender, please contact our customer service via the online form. This way you can immediately provide all the necessary information and documents to process your file.