My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.

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.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.

A couple of tips if you have not received anything:

• Check if someone else (your neighbour or flatmate) has received your parcel.
• If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.
• Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace.
• Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.

If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

We are sorry about your damaged parcel.Tip: If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.I am the recipientIf 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 senderIf 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.