What happens to my parcel after the postman takes it?

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. I used the return label of the sender or webshop If you have used the return label that came with your order to return your parcel, you should contact the sender or webshop. Only they can file a complaint about your parcel because they can pay bpost for the shipment. I bought a return label via bpost Please contact our customer service using the online form at the bottom of this page in the following cases:

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

In that case, the company or person who pays for the return shipment is entitled to compensation. If you paid for the return shipment, then you can request compensation. By default, that compensation includes a refund of the shipping fees. If you choose the 'Guarantee and signature' option, then you are entitled to compensation for goods and for documents. This option does not exist for international returns. If the original sender pays for the return shipment, then he/she is entitled to compensation. That is the case when:

• there is a return label in your parcel
• you refused the parcel
• the parcel could not be delivered to you

If you are considered the sender and thus entitled to compensation, you can submit a compensation request to our Customer Care Centre. It is best to do that via the online form at the bottom of this page.

You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Please note: that is a different number than the number on the label of your original parcel. Be sure to enter the correct postcode:

• If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel.
• If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment.