I purchased a guarantee for my parcel. When will I be refunded in the event of damage or loss?

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.

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.Contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.

• In case of damage, your complaint must be submitted to us within 7 calendar days.
• If the status of your Track & Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then the sender can also request an investigation.

If you are the recipient, please contact your sender.

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment. Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier.

• In case of damage, your complaint must be submitted to bpost within 7 calendar days.
• In case of loss abroad, we will start an investigation if your parcel does not receive a status change after:
  • at least 5 workdays for shipments to a neighbouring country
  • at least 10 workdays for the United Kingdom and all other countries