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

114  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?
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?
My parcel remains 'in preparation'. What does this mean and what can I do?
How do I know who is the sender of my parcel?
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?
What does a barcode look like and where can I find it?
How and when will I be informed that my parcel is being delivered?
My parcel is lost. What do I do now?
The postman didn't ring the doorbell. What can I do?
I have already paid VAT through the webshop. Now I have to pay again. How is that possible?
I was home but the postman didn't ring my doorbell. How can I report this?
Which mail or shipments does bpost deliver on Saturday and Sunday?
How are import costs calculated?
I am expecting a parcel, but have not received a barcode. What do I do now?
How to get a parcel out of the Parcel Locker?
How do I know whether a webshop applies the VAT rules (and is therefore IOSS registered)?
What should I do if my parcel cannot be cleared because insufficient information is provided?
How long will my parcel remain available at the Pick-up point?
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 was sent back to the sender. Why, and can I still collect it?
How do I know if I can track my shipment?
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?
Until how long before delivery can I change my delivery preferences?
I disagree with the import costs. What can I do?
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 didn't receive a QR code. What do I do now?
I cannot find my parcel in my safe place. What do I do now?
How do I dispute import costs on a gift?
I did not receive a failed delivery notice. How can I collect my shipment?
My parcel arrived in Belgium. How long will my parcel remain at customs?
Why do I have to pay 'fees for customs formalities'?
Which delivery preference can I choose if I am not home?
How can I avoid paying import costs?
Do I need to pay import costs for a gift?
What if I am not at home when the postman delivers my parcel?
Who can pick up my shipment at the Pick-up point?
My parcel is not at the Pick-up point or in the Parcel Locker. What now?
Why didn't the postman pass by my home address first?
The delivery address on my parcel is wrong. Now what?
Why wasn't my parcel delivered to a Parcel Locker?
Which webshops offer the Parcel Locker as a delivery method
Can my parcel be delivered to my neighbour or a safe place?
Can I have my parcel transferred to a different Pick-Up Point?
When does a parcel pass through customs?
I just missed my parcel. Can the postman pass by again today?
How long will my parcel remain available in a Parcel Locker?
I was notified that my parcel won't be delivered today. Can I pick up the parcel somewhere today?
What does delivery to a safe place mean?
How do I know when I can collect my parcel?
Can I pay my import costs using another method than online?
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?
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?
How can I pay for a parcel that I pick up at a Pick-up point?
Can I change the time of delivery?
Do my delivery preferences apply to all parcels or can I set them separately for each parcel?
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
What is the difference between a Parcel Locker with and without a screen?
Can I request to have my parcel kept at a Pick-up point for longer than normal?
I am not expecting a parcel. Why did I receive an email?
What can the result of a customs check be?
I wanted to pick up my parcel, but the wrong parcel was in the parcel locker
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?
Should I print the QR code I have received via e-mail or in the My bpost app?
Why are there customs checks on my parcel?
Who can take my parcel out of a Parcel Locker?
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?
Who can accept my shipment?
Why can't I list my work address as a delivery option under MyPreferences?
I am expecting a 'payment upon delivery' parcel, can I pay for this in advance?
Why wasn't my parcel delivered to a neighbour?
Why will the postman be passing by a second time after leaving a failed delivery notice?
What are the advantages of having a parcel delivered to a Pick-up point?
What is the maximum amount that I can pay to the postman with an app?
Does my parcel have to go through customs if it comes from the European Union?
Why do I have to pay import costs for a barcode number I do not know?
Which apps can I use to make a mobile payment for my parcel?
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?
Why should I contact the sender if my parcel is damaged?
How much do I have to pay for customs formalities for shipments from outside the EU?
Why do I have to pay customs formalities on all shipments from outside the EU worth more than €150?
What is a secure delivery?
Where can I find my secure delivery code?
Can I opt to continue to receive paper failed delivery notices?
What if I’m not home for a secure delivery?
My secure delivery code was not accepted. What should I do?
Can someone else receive my secure delivery?