Frequently asked questions
Receive a parcel
Delivery preferences
Follow my parcel
Delivery to my home
Delivery to a Pick-up point
Delivery to a Parcel Locker
Secure delivery
Foreign parcel
Something has gone wrong

127  questions
 for the keyword « Receive a parcel »

My parcel seems to be stuck somewhere. It has not moved for a while on Track & Trace.
I get a message that my parcel has been delivered, but I haven't received anything. What now?
When can I follow my parcel with Track & Trace?
How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?
I won’t be home. How do I set my delivery preferences?
My parcel has been in transit for longer than expected. What should I do?
Why hasn't my international shipment been delivered?
Why was my parcel not delivered according to my preference?
When will my national parcel be delivered within Belgium?
How can I submit a complaint if my parcel is lost or damaged?
My parcel remains 'in preparation'. What does this mean and what can I do?
Why should I contact the sender if my parcel has not been delivered?
Do I have to pay import costs on gifts from outside the EU?
How do I know who is the sender of my parcel?
My parcel was not delivered according to my delivery preferences. What should I do?
What does a barcode look like and where can I find it?
The postman didn't ring the doorbell. What can I do?
My parcel is lost. What do I do now?
I was home but the postman didn't ring my doorbell. How can I report this?
I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
How and when will I be informed that my parcel is being delivered?
Which mail or shipments does bpost deliver on Saturday and Sunday?
I am expecting a parcel, but have not received a barcode. What do I do now?
My delivery address is wrong in Track & Trace. What should I do?
How are import costs calculated?
What should I do if my parcel cannot be cleared because insufficient information is provided?
How do I know whether a webshop applies the VAT rules (and is therefore IOSS registered)?
How to get a parcel out of the Parcel Locker?
My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?
My parcel was not in the Pick-up point. What should I do?
How can I follow my parcel that comes from abroad?
My parcel should have been delivered to my home address, but was sent back to the sender. Why, and can I still collect it?
How long will my parcel remain available at the Pick-up point?
Why can't I choose a certain Pick-up point as my delivery preference?
My parcel is from outside the EU. What process does it have to go through before I can receive it?
I was not home when the postman passed by. Where is my parcel now?
How do I know if I can track my shipment?
Until how long before delivery can I change my delivery preferences?
I disagree with the import costs. What can I do?
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
I cannot find my parcel in my safe place. What do I do now?
I didn't receive a QR code. What do I do now?
How can I pay the import costs?
Can I phone the postman or follow his route online in order to receive my missed parcel?
I did not receive a failed delivery notice. How can I collect my shipment?
Why should I contact the sender if my parcel is damaged?
How do I dispute import costs on a gift?
Why do I have to pay 'fees for customs formalities'?
My parcel arrived in Belgium. How long will my parcel remain at customs?
My parcel was delivered too late. What should I do?
How can I avoid paying import costs?
Which delivery preference can I choose if I am not home?
What if I am not at home when the postman delivers my parcel?
How can I follow my parcel online and how do I know when it arrives at the sender's address?
My parcel is not at the Pick-up point or in the Parcel Locker. What now?
Do I need to pay import costs for a gift?
Who can pick up my shipment at the Pick-up point?
Why didn't the postman pass by my home address first?
Why wasn't my parcel delivered to a Parcel Locker?
Which webshops offer the Parcel Locker as a delivery method
My parcel is damaged. What do I do now?
Can my parcel be delivered to my neighbour or a safe place?
Can I have my parcel transferred to a different Pick-Up Point?
The delivery address on my parcel is wrong. Now what?
When does a parcel pass through customs?
I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?
I just missed my parcel. Can the postman pass by again today?
How long will my parcel remain available in a Parcel Locker?
What does delivery to a safe place mean?
Can I pay my import costs using another method than online?
How do I know when I can collect my parcel?
I have sent my parcel via the parcel locker, but I did not receive a confirmation e-mail. What do I do now?
How can someone else collect my parcel from a Parcel Locker?
My parcel is on its way. Can I still change the delivery address?
How can I pay for a parcel that I pick up at a Pick-up point?
My parcel could not be delivered to my home. Where and when can I pick it up?
The door of the Parcel Locker does not want to open. Now what?
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
Can I change the time of delivery?
Do my delivery preferences apply to all parcels or can I set them separately for each parcel?
What is the difference between a Parcel Locker with and without a screen?
I am not expecting a parcel. Why did I receive an email?
Can I request to have my parcel kept at a Pick-up point for longer than normal?
I wanted to pick up my parcel, but the wrong parcel was in the parcel locker
What can the result of a customs check be?
I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?
Do I need to have the My bpost app to be able to use a Parcel Locker?
Can I have my parcel transferred to a different Pick-up point?
There is another parcel in the Parcel Locker. Now what?
Do my delivery preferences apply for all occupants at my house number?
Will import costs be refunded if something goes wrong with customs or delivery?
Why do I have to pay for the import of a shipment?
The parcel I ordered is not in the My bpost app, now what?
When can I expect to receive a paper failed delivery notice?
I get the error message "your smartphone could not connect". Now what?
Who can take my parcel out of a Parcel Locker?
Should I print the QR code I have received via e-mail or in the My bpost app?
My QR code is not legible via my smartphone; what should I do?
Can I choose to which type of Parcel Locker my parcel will be delivered?
Can I recover my import costs?
Why has the payment of my import costs failed?
Who can accept my shipment?
Why are there customs checks on my parcel?
Why can't I list my work address as a delivery option under MyPreferences?
Why wasn't my parcel delivered to a neighbour?
I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?
Why will the postman be passing by a second time after leaving a failed delivery notice?
Can I also list friends or family members who live a bit further away as my neighbours?
What is the maximum amount that I can pay to the postman with an app?
Why do I have to pay import costs for a barcode number I do not know?
What are the advantages of having a parcel delivered to a Pick-up point?
Which apps can I use to make a mobile payment for my parcel?
Does my parcel have to go through customs if it comes from the European Union?
I’ve forgotten my email address for MyPreferences. What should I do?
Do I have to pay import costs on my purchase via a European online shop?
Why do I need to provide an invoice during the import procedure of my parcel?
I can't track my shipment with the barcode, why is that?
How much do I have to pay for customs formalities for shipments from outside the EU?
Do I have to declare my shipment via bpost?
Why do I have to pay customs formalities on all shipments from outside the EU worth more than €150?
What is a secure delivery?
Why have the customs rules changed for shipments from outside the European Union?
Can I opt to continue to receive paper failed delivery notices?
Where can I find my secure delivery code?
My secure delivery code was not accepted. What should I do?
What if I’m not home for a secure delivery?
Can someone else receive my secure delivery?