Question 1

Why was my parcel not delivered according to my preference?

Accepted Answer

There are several reasons why your parcel was not delivered according to your preference.Your profile is not yet complete.Your delivery preferences are linked to the email address you entered in your ‘MyPreferences’ account or the My bpost app. Perhaps the parcel was ordered with a different email address than the one entered in MyPreferences.Tip: Check your profile in MyPreferencesA green “V” appears next to your address if your account is validated (10 days after creation).Make sure your address is correct.Add the names you use to order parcels.Add all email addresses you use to order parcels.No email address received from senderIt is also possible that the sender did not provide us with your email address. Unless you have not agreed to this, we will link your delivery preference to the name or address on your parcel (as of 10 days after the account was created). They must be identical to your name and the address in your account.The type of parcel prevented us from delivering according to your delivery preferenceDelivery to your safe place and your neighbour is not possible for:Parcels with payment upon delivery (e.g. a number plate).Parcels you can only receive after showing your secure delivery code.Parcels sent as registered mail. We can only deliver these on presentation of your ID card. You can recognise such parcels by the barcode that starts with an ‘R’.Parcels sent under guarantee or with insurance cannot be delivered to a safe place.Delivery to a Parcel Locker is not possible:If the parcel is too large or too heavy. In that case, it will be sent to a different Pick-up Point.For parcels you can only receive after showing your secure delivery code.Your parcel fits in your letterbox: The postman always tries to deliver your parcel into your letterbox first, even in the case of direct delivery to a Pick-up Point.Tip: Check Track &amp; Trace to see if the delivery preferences apply to your parcel.The postman could not perform the delivery preferenceYour safe place was not safe enough, not accessible and/or not dry enough.The postman was unable to deliver your parcel to a neighbour because they were not at home or refused to accept it.Your Pick-up Point or Parcel Locker was temporarily unavailable when we delivered your parcel. For example, because the Parcel Locker was full or the Post Point was closed for annual leave.Tip: have you noticed this happening on a regular basis? Then modify your delivery preferences.&nbsp;If you think there is another reason, you can report it via our online form.

Question 2

Why wasn't my parcel delivered to a neighbour?

Accepted Answer

There can be several reasons why your parcel was not delivered to a neighbour:The postman could not deliver your parcel to a neighbour because he&nbsp;was not at home or did not accept it.Your parcel is a shipment with payment upon delivery.Your parcel is a secure delivery, so you need to show your secure delivery code.Your parcel is a registered mail.Your chosen neighbour (under My Delivery Preferences) lives more than 50 m walking distance from your home.The parcel was ordered with an email address that (still) is not linked to your delivery preferences. That's why we were not able to apply your delivery preference. Take into account that the validation of a new account or new address via MyPreferences takes 10 days.If you do not think that the above mentioned reasons are the cause, you can report this via the online form at the bottom of this page.

Question 3

What is a secure delivery?

Accepted Answer

A secure delivery ensures that only you, or someone you designate, is able to receive your parcel. Your parcel will only be handed over if your personal secure delivery code is shown.You receive this code by email and it is also displayed in the My bpost app. You show it to the person who delivers your parcel or the person at the Pick-up point.The shipper, such as a webshop, selects a secure delivery if it needs to be sure that the right person takes receipt of the parcel. Unfortunately, due to the extra security requirements, we cannot always comply with your delivery preferences.

Question 4

Where can I find my secure delivery code?

Accepted Answer

Your code will be quoted in the bpost status emails sent to the address you used to make your online purchase. If you use the same email address for the My bpost app, you will also find the code there.The code consists of 6 digits and a QR code. To receive your parcel, you can have the QR code scanned or show the 6 digits.

Question 5

My secure delivery code was not accepted. What should I do?

Accepted Answer

If your code isn’t accepted, you may have mixed it up with another parcel you are expecting. In that case, the other parcel should have been left at a pick-up point close to you. Your parcel will also be dropped off at a pick-up point if there’s a technical issue at the time of delivery. Check your email, Track &amp; Trace and the My bpost app to know where it’s been taken.If you’re sure the code was right, contact our customer service to sort it out.

Question 6

What if I’m not home for a secure delivery?

Accepted Answer

If you’re not home for a secure delivery your parcel will be dropped off at a Pick-up point close to you. You or someone else with your secure delivery code will be able to pick it up within 15 days. Unfortunately, due to the secure nature of these deliveries, we cannot always comply with your delivery preferences (such as leaving it with a neighbour).

Question 7

Can someone else receive my secure delivery?

Accepted Answer

Anyone you share your secure delivery code with can take receipt of and pick up your parcel. Unfortunately, due to the secure nature of these deliveries, we cannot always comply with your delivery preferences. So we cannot leave it with a neighbour, in a safe place or in a Parcel Locker.

7 questions
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The benefits of a bpost account?

7 questions for the keyword « Secure delivery »

Download My bpost app

7 questions
for the keyword « Secure delivery »