Question 1

My parcel is not at the Pick-up point or in the Parcel Locker. What now?

Accepted Answer

We are sorry that you were unable to collect your parcel. Please check the following before contacting our customer service:

Whether your parcel is not at a different Pick-up point or Parcel Locker. This can happen very exceptionally. You will always be informed via e-mail, in the My bpost app or via Track & Trace.
Whether your parcel has not been returned to the sender. Your parcel remains available maximum 5 days in a Parcel Locker and 14 days at a Pick-up point. You will always find the latest pick-up date in the e-mail you have received from us (or in the My bpost app).

My parcel is not at the pick-up point

If your parcel should be available at the Pick-up point according to Track & Trace, but it isn’t, ask for more information via the chatbot, in Track & Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation.

To start a chat, simply enter the barcode number and postcode of your parcel in Track & Trace.

My parcel is not in the Parcel Locker

If your parcel had to be delivered to a Parcel Locker with a screen, please call 02 320 23 90 (24/7 available).

If your parcel had to be delivered to a Screenless Parcel Locker, please call 02 278 50 87 (24/7 available).

Question 2

How and when will I be informed that my parcel is being delivered?

Accepted Answer

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.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 &amp; Trace page.You can also track your parcel at any time in the My bpost app&nbsp;or on Track &amp; 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.

Question 3

My parcel was not in the Pick-up point. What should I do?

Accepted Answer

Occasionally the people at the Pick-up point won’t have had the chance to process your parcel, so they won’t be able to find it for you or hand it over immediately. To make sure the parcel is ready for you, check the My bpost app or Track &amp; Trace before you go to the Pick-up point.If your parcel should be available at the Pick-up point according to Track &amp; Trace, but it isn’t, ask for more information via the chatbot, in Track &amp; Trace or in the My bpost app. This should be the quickest way to get an update on the status and the whereabouts of your parcel. If not, as a last resort you can fill out the online form at the bottom of this page to start an investigation.To start a chat, simply enter the barcode number and postcode of your parcel in Track &amp; Trace.

Question 4

How long will my parcel remain available at the Pick-up point?

Accepted Answer

Your parcel remains available at a Pick-up point for 14 calendar days and at a Parcel Locker for 5 calendar days. After that it will be sent back to the sender.

The benefits of a bpost account?

My parcel is not at the Pick-up point or in the Parcel Locker. What now?

Download My bpost app