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?
How can I submit a complaint if my parcel is lost or damaged?
When will my national parcel be delivered within Belgium?
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?
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?
What does a barcode look like and where can I find it?
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?
What should I do if my parcel cannot be cleared because insufficient information is provided?
How are import costs calculated?
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?
Until how long before delivery can I change my delivery preferences?
How do I know if I can track my shipment?
My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?
I disagree with the import costs. What can I do?
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 was delivered too late. What should I do?
My parcel arrived in Belgium. How long will my parcel remain at customs?
How can I avoid paying import costs?
How can I follow my parcel online and how do I know when it arrives at the sender's address?
What if I am not at home when the postman delivers my parcel?
Which delivery preference can I choose if I am not home?
Why didn't the postman pass by my home address first?
My parcel is not at the Pick-up point or in the Parcel Locker. What now?
Who can pick up my shipment at the Pick-up point?
Do I need to pay import costs for a gift?
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?
My parcel is damaged. What do I do now?
Can I have my parcel transferred to a different Pick-Up Point?
When does a parcel pass through customs?
The delivery address on my parcel is wrong. Now what?
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?
Can I pay my import costs using another method than online?
What does delivery to a safe place mean?
I have sent my parcel via the parcel locker, but I did not receive a confirmation e-mail. What do I do now?
How do I know when I can collect my parcel?
How can someone else collect my parcel from a Parcel Locker?
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 is on its way. Can I still change the delivery address?
My parcel was ordered from a European webshop. Why does it have to pass through customs or do I have to pay extra fees?
Do my delivery preferences apply to all parcels or can I set them separately for each parcel?
Can I change the time of delivery?
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?
Do I need to have the My bpost app to be able to use a Parcel Locker?
I don't want my parcel to be delivered to a certain neighbour. How can I set this preference?
There is another parcel in the Parcel Locker. Now what?
Can I have my parcel transferred to a different Pick-up point?
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?
My QR code is not legible via my smartphone; what should I do?
Should I print the QR code I have received via e-mail or in the My bpost app?
Who can take my parcel out of a Parcel Locker?
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?
Why can't I list my work address as a delivery option under MyPreferences?
Who can accept my shipment?
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 are there customs checks on my parcel?
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?
Which apps can I use to make a mobile payment for my parcel?
What are the advantages of having a parcel delivered to a Pick-up point?
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?