Question 1

Can I follow my parcel online?

Accepted Answer

You can follow your parcel online with Track &amp; Trace or the My bpost app. If you have a bpost account, you can also follow your parcel in the bpost shipping tool. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or e-mail; they are also on the shipping receipt or Post Office receipt.

Question 2

Can I follow my international shipment with Track & Trace?

Accepted Answer

You can follow your shipment abroad online via Track &amp; Trace or the My bpost app using the barcode number of your shipment. As soon as your parcel crosses the border, another foreign postal service will take care of the delivery.If our foreign colleagues provide status notifications, you will be able to follow them in our Track &amp; Trace or the My bpost app. You can always try to follow your shipment via the tracking tool of the foreign postal service.

Question 3

Can I enter my barcode in Track & Trace to follow my shipment abroad?

Accepted Answer

You can follow your shipment abroad online via Track &amp; Trace or the My bpost app using the barcode number of your shipment. As soon as your parcel crosses the border, another foreign postal service will take care of the delivery.From the moment your parcel is abroad, we depend on information from our foreign colleagues.

Question 4

How do I file a complaint if my parcel is damaged or lost, or hasn’t been delivered?

Accepted Answer

I am the recipientIf you are the recipient of the parcel, you cannot submit a complaint yourself. Fortunately, most senders have set up fixed arrangements with bpost in case their parcels get lost or damaged. Please get in touch with the sender for the best solution for your order (e.g. have your order reshipped or receive a refund).If you have received a damaged parcel from Belgium, please contact the sender within 7 days and provide him with photos of the damaged packaging and/or contents.If you have received a damaged parcel from abroad, please contact bpost (02 278 51 26) + the sender within 7 days and provide him with photos of the damaged packaging and/or contents.I am the senderIf you are the sender of the parcel, it is best to contact our customer service via our online form. This way you can immediately provide all the necessary information and documents to process your file. In case of damage, your complaint must be submitted to us within 7 calendar days.

Question 5

How much does it cost to send a parcel?

Accepted Answer

The price to send a parcel depends on the weight, size, destination&nbsp;and the shipping option (with a guarantee, delivered to a Pick-up Point, etc.). You can easily calculate the price of your parcel online using our price calculator. Enter the destination and weight and discover our prices instantly.End-of-year surcharge: A surcharge of €1,00 (excl. VAT) will be invoiced per parcel sent from 29/11/2024 until 25/12/2024.&nbsp;

Question 6

Where can I hand in my parcel?

Accepted Answer

You can drop off your parcel in various places and ways:in a Post Office, Post Point or Parcel Point:up to a maximum of 20 parcels per day with a total maximum volume of 500 kg or 1.5 m³.in some offices, you will find special Parcel Boxes; some of these are equipped with a scanner and can print a mailing receipt.in a Parcel Lockerto the postman when he has just delivered a parcel to you. More information about giving your parcel to the postman.you can have it picked up at home for a feein a MassPost Center (from 20 to 250 parcels per day, with or without an appointment)Always take into account the maximum permitted dimensions and the maximum weight per parcel (30 kg and the maximum length of one side is 1.5 m). More information about the allowed sizes and weights.

Question 7

What can't I send

Accepted Answer

The current postal legislation forbids the sending of letters or parcels, both within Belgium or abroad, with the following contents:1. Dangerous goods:Dangerous objects are objects that, due to their shape, nature or packaging, can be dangerous for people or can damage other shipments, the equipment of bpost, or the goods of third-parties (including parcels). Some daily objects also cannot be sent with the post. These include lighters, perfume, manicure products, glue, paint, flammable liquids, spray cans, deodorants under pressure, hair dye and lithium batteries.There is a specific exception for lithium batteries. Read all about it in this overview. It&nbsp;also includes an overview of all dangerous goods.2. Prohibited items:Drugs, narcotics and psychotropic substancesWeapons, essential parts of weapons and ammunition, imitation firearms, knives, swords, daggers and any other sharp or cutting objectObjects, texts or general substances of which the import, export, production, circulation, distribution, use, possession, sale or transport are forbidden by lawObjects that include statements that contravene public order or common decency&nbsp;Shipments that mention forbidden destinations or contain forbidden goods according to commercial lawShipments that contain counterfeit goodsCoins, banknotes and bearer bonds (exception: personal cheques with a maximum value of €500 per parcel and a basic guarantee)Jewellery (exception: costume jewellery that does not contain gold, silver or gemstones, is not worth more than €500 per parcel and has a basic guarantee), works of art and collections or other valuable materials, including animal peltsParcels whose value is more than €5,000&nbsp;Some countries impose additional restrictions. Check the exceptions for China, Russia, the United States, the United Kingdom, France, Italy, Portugal, Luxembourg, Spain and Switzerland.

Question 8

What happens if my parcel is not delivered?

Accepted Answer

If your parcel was not delivered, check the status of your shipment via Track &amp; Trace or the My bpost app first.If it's not clear where your package has gone and it doesn't move for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then you can request an investigation. It is best to contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.

Question 9

How can I submit a complaint in the event of loss, damage or non-delivery of my parcel?

Accepted Answer

You can only submit a complaint to bpost as the sender of the parcel, not as the recipient. Fortunately, most senders have fixed arrangements for lost and damaged parcels.If you are the recipient, please contact the sender to determine the best solution for your order (e.g. ship your order again or receive a refund).If you received a damaged parcel, please contact the sender within 7 days of receipt and send photos of the damaged packaging and contents.Please also contact the sender in the following cases so they can start an investigation:If the status of your parcel sent within Belgium has not changed for several consecutive workdays.If the status of your parcel to or from a neighbouring country has not changed for at least 5 workdays.If your parcel to or from another country has not changed for at least 10 workdays.If you are the sender, start an investigation into your parcel using the online form below. In case of damage, your complaint must be submitted to bpost within 7 calendar days.

Question 10

What kind of packaging or boxes does bpost offer?

Accepted Answer

All-in package (box + shipping label for a shipment within Belgium) that fits in letterboxesRegular boxes in different sizesGift boxes in different sizesPadded envelopesSee our packaging guide for tips on preparing your parcel.

Question 11

I want to send a large parcel within Belgium. Which sizes and weights are permitted?

Accepted Answer

The following conditions apply for a parcel within Belgium:The maximum weight is 30 kgthe longest side is max. 1.5 mthe total length of the sides is max. 3 m (1 x length + 2 x width + 2 x height)If you use a Parcel Locker, the following conditions apply:The maximum weight is 30 kg.The minimum size is 145 mm x 112 mm.The maximum size is 420 mm x 310 mm x 580 mm.The following rules apply for cylinders:Weight: maximum 30 kgLength: maximum 1.5 mDiameter: maximum 400 mmSee our packaging guide for tips on preparing your parcel.

Question 12

How do I send a parcel with a Parcel Locker?

Accepted Answer

You can send your parcel by leaving it in one of our Parcel Lockers. You can find them everywhere in Belgium, near supermarkets, stations, office buildings, etc.Sending a parcel via a Parcel Locker with screenTake your parcel (with a return label on it) to a Parcel Locker in your neighbourhood.Scan the code on your shipping label or enter the barcode manually.Put the parcel in the locker that opens automatically. If the locker is too small, press 'Report a problem' on the screen and close the locker. A larger locker will then open.Close the door and confirm on the screen.Sending a parcel via a Screenless Parcel LockerTake your parcel (with a return label on it), to a Parcel Locker in your neighbourhood.Open the My bpost app and make sure that Bluetooth and location features are enabled on your smartphone.Click 'Send' at the bottom of the app and then on 'Add a shipment'.Follow the steps to select the Parcel Locker and an appropriate locker.Place your parcel in the locker and close the door.The postman will empty the lockers every working day. You will then receive a confirmation e-mail (be sure to check your junk mail). You can easily follow your parcel via the My bpost app or Track &amp; Trace.

Question 13

How do I create a shipping label?

Accepted Answer

Follow the steps below to easily create your own shipping label:Go to the online shipping tool or the My bpost app and choose between a national or international shipment.Choose a delivery method: an address, Parcel Locker or Pick-up point. Enter the weight and if desired choose extra options.Enter your details then those of the addressee.Pay and print your shipping label. Or choose the 'Print my shipping label' option and have it printed in a Post Office or Post Point.

Question 14

What does bpost do if my parcel is lost, damaged or stolen?

Accepted Answer

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.Contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.In case of damage, your complaint must be submitted to us within 7 calendar days.If the status of your Track &amp; Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), then the sender can also request an investigation.If you are the recipient, please contact your sender.

Question 15

Does bpost a courier service for quick deliveries?

Accepted Answer

Euro-Sprinters is our courier service for urgent deliveries within Belgium. If you place an order today, then it will be collected and delivered today.

Question 16

How do I know when my parcel arrived at the addressee?

Accepted Answer

Follow your parcel with Track &amp; Trace or the My bpost app. You'll need the barcode number or the reference of your parcel. Those details are on your shipping label or you received them via text message or email; they are also on the shipping receipt or Post Office receipt.If you want to be notified by text message or email, choose the option ‘With confirmation of delivery’ when creating your shipping label. This option is only available for shipments within Belgium.

Question 17

How long will my international parcel be in transit?

Accepted Answer

The delivery periods for Standard shipments (bpack World) are indicative and vary between 2 and 10 workdays. These periods do not take into account the duration of the customs process in the destination country.Discover the delivery period for Standard shipments (bpack World)

Question 18

What are the conditions for giving my parcel to the postman?

Accepted Answer

To send or return your parcel with the postman, the following conditions apply:&nbsp;The postman must first deliver a parcel to your home address. You can't just leave it ready at the door or approach the postman in the street.Your parcel cannot weigh more than 30 kg.You are allowed to give the postman maximum 2 parcels per visit.Your parcel must be ready for shipping with a shipping or return label from bpost on it.Keep in mind that the postman can refuse your parcel if it does not meet the conditions or if they cannot transport the parcel safely.

Question 19

What are the dimensions of the different bpost parcels?

Accepted Answer

bpost packaging comes in different sizes. There is a suitable box for every parcel.See our packaging guide for tips on preparing your parcel.

Question 20

My parcel has been in transit for longer than expected. What should I do?

Accepted Answer

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. Please contact the sender in the following cases:If the status of your parcel sent within Belgium has not changed for several consecutive workdays.If the status of your parcel to or from a neighbouring country has not changed for at least 5 workdays.If your parcel to or from another country has not changed for at least 10 workdays.Why do I have to contact the sender?Only the sender of your parcel can submit a complaint about a parcel that is not delivered. The sender will look for a solution together with bpost.If you are the sender, please contact our customer service via our online form. This way you can immediately provide all the necessary information and documents to process your file.

Question 21

Send a parcel: which details do I need?

Accepted Answer

To deliver your parcel correctly, we need the following details:Your address. In case your parcel is returned.Address of the addressee, Pick-up Point or Parcel Locker of your choice. If you create your shipping label online, you can easily choose the Pick-up Point or Parcel Locker from a list.Email address of the addressee (required when sending to a Parcel Locker). That way, we can take their delivery preferences into account (if within Belgium).The dimensions and weight of your parcel.Sending a parcel outside the EUIn addition to the above data, for a parcel outside the EU you also need to fill in the CN23 document completely and attach a copy (More information on customs documents):On this form, you have to fill in the following fields:SenderAddresseePhone number and email address of the recipientHS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult&nbsp;FPS Finance.Country of originShipment detailsAlways include two copies of the invoice or the pro forma invoice.For shipments with a value of more than €1,000 you should also add the Single Administrative Document.

Question 22

What is the bpost price to send a parcel abroad?

Accepted Answer

If you send goods, they must always be sent as a parcel. The price to send a parcel abroad depends on the weight, size, destination and the options you choose. With bpost you can send parcels of up to 30 kg to more than 220 countries. Make your shipping label online, via the eShop, or go to a Post Office or Post Point.

Question 23

How long will my parcel be in transit to a destination abroad?

Accepted Answer

Delivery periods for parcels to foreign countries vary per country.The delivery periods for Standard shipments (bpack World) are indicative and vary between 2 and 10 workdays. These periods do not take into account the duration of the customs process in the destination country.Discover the delivery period for Standard shipments (bpack World)

Question 24

What is the cheapest way to send my parcel?

Accepted Answer

For shipments within Belgium, we have two economical, all-in solutions that you can order online from our eShop or purchase in a Post Office, Post Point or Parcel Point. For both solutions, the maximum permitted weight is 1 kg:Minipack small (max: 19.5 cm x 27.5 cm x 4 cm)Minipack medium (max: 21 cm x 34 cm x 4 cm)Is your parcel larger than these dimensions, heavier than 1 kg or destined for abroad? Then follow these steps to send your parcel the cheapest way possible:Put the goods in your own boxCreate a shipping label onlinePrint your shipping label at homeHand in your parcel at a Post Office, Post Point or Parcel Point

Question 25

I want to hand in a parcel, where do I find Drop-off points and their opening hours?

Accepted Answer

You can find the different Drop-off points and their opening hours:Via 'Find a Drop-off Point'In the online shipping tool when you create a shipping labelYou can also give your parcel to the postman when he delivers another one to you. More information about handing your parcel to the postman.

Question 26

Where can I buy boxes and envelopes to send a parcel?

Accepted Answer

Post OfficePost PointParcel Point (depends on stocks in the shop)eShopSee our packaging guide for tips on preparing your parcel.

Question 27

Which delivery possibilities does bpost offer?

Accepted Answer

For parcels in Belgium, you can choose from different delivery possibilities:At a home or work addressIn one of the 3000 bpost Pick-up Points:Post OfficePost PointParcel PointParcel LockerFor parcels to foreign countries, you must always send to an address.&nbsp;The Netherlands and France are exceptions. In these countries, you can also send your parcel to a Pick-up Point. Moreover, this is cheaper than shipping to an address. With our online shipping tool, you can easily find a Pick-up Point in the area based on the postcode.

Question 28

How must I print and attach my online shipping label?

Accepted Answer

You print and attach your shipping label as follows:Print your shipping label (at home) or choose the option ‘Print in a Post Office or Post Point'.Attach the shipping label to your parcel with strong tape. Make sure that it is water-proof and can withstand transportation.

Question 29

Which documents do I need to send a parcel abroad?

Accepted Answer

For most European countries and territories you do not need to fill in any customs documents. The only thing you need is a shipping label. There are however some exceptions.&nbsp;For shipments to non-EU countries, you need to add the following documents:fill in the CN23 document completely and attach a copy (more information oncustoms documents):These fields must be completed on this document:SenderAddresseephone number and email address of the recipientHS code: Customs worldwide use the uniform HS code (Harmonized System) to identify goods. To find out which code you should use, please consult FPS Finance.Country of originShipment detailsAlways include two copies of the invoice or the pro forma invoice.For shipments with a value of more than €1,000 you should also add the Single Administrative Document.

Question 30

How do I know if my parcel got through customs successfully?

Accepted Answer

If you send a parcel abroad, then it depends on the local customs agency whether you receive a new status or not. As soon as customs releases the parcel, it is delivered to the addressee by the local postal service.&nbsp;You can follow the status of your parcel in the My bpost app or via Track &amp; Trace.

Question 31

Can I send money?

Accepted Answer

You cannot send money as a parcel; you must send it as registered mail with a declared value. The same applies to valuable objects, jewellery and bearer bonds. You can also send registered mail with a declared value abroad, but only if the destination country offers that service.

Question 32

What are the size and weight restrictions for international parcels?

Accepted Answer

For home deliveries:The length of the longest side must be no more than 1.5m.The sum of all dimensions must not exceed 3m: 1x length + 2x width + 2x height ≤3m.The maximum weight is 30kg.Benefit from the Economy tariff for smaller, lighter parcels that weigh no more than 2kg, provided the longest side does not exceed 60cm and the sum of all dimensions is 90cm or less. This tariff also applies to rolls that are no more than 60cm long and 20cm in diameter.For deliveries to pick-up points:France:Pick-up point:The length of the longest side must not exceed 120cm.The sum of all dimensions must be no more than 150cm (1x length + 1x width + 1x height)Maximum weight of 30kgParcel Locker:Maximum dimensions of 64x38x39cmMaximum weight of 25kgLuxembourg :Pick-up point:The length of the longest side must not exceed 150cm.The sum of all dimensions must be no more than 300cm (1x length + 2x width + 2x height)Maximum weight of 30kgParcel Locker:Maximum dimensions of 75x44x61cmMaximum weight of 30kgThe Netherlands:Pick-up point:Maximum dimensions of 80x50x40cmMaximum weight of 20kgMaximum volume of 150dm3 (a capacity of 150l)Parcel Locker:Maximum dimensions of 60x35x35cmMaximum weight of 20kg

Question 33

How to send or return my parcel through the postman?

Accepted Answer

When the postman rings your doorbell to deliver a parcel, you can also give him another parcel that you want to send. This is handy if you want to return a parcel to a webshop, for example. There are, however, a few conditions before you can hand your parcel to the postman:Your parcel must be ready for shipmen with the shipping or return label attached.Your parcel cannot weigh more than 30 kg.The postman will only accept your parcel if he needs to deliver another one to your address, so you can't just leave it next to your letterbox.Bear in mind that the postman can refuse your parcel if it does not meet the conditions, or if he cannot take it with him safely.

Question 34

Who should I contact if something went wrong with my parcel in a foreign country?

Accepted Answer

Check the status of your parcel with Track &amp; Trace. If the status of your parcel does not change, there may be different causes:Your parcel is delayed.Our foreign colleagues cannot give Track &amp; Trace information about your parcel.If the status of your Track &amp; Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), contact our customer service via the online form at the bottom of this page. We will start an investigation in the relevant country.Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.

Question 35

How does the Parcel Box work and where can I find one?

Accepted Answer

&nbsp;You'll find Parcel Boxes in many Post Offices. It makes handing in your parcel faster and easier. Parcel Boxes are in the Post Office or in an area that is open 24/7. Some Parcel Boxes have a scanner. Your parcel is scanned when you hand it in. If the Parcel Box doesn't have a scanner, you don't have a Shipping Receipt.

Question 36

Track & Trace says that my parcel was delivered, but my addressee says he/she didn't get it. What should I do?

Accepted Answer

Ask the addressee if he/she looked in their letterbox or whether someone else has accepted the parcel.Ask the addressee whether the parcel was delivered to the neighbours or in a safe place, whether or not in accordance with his/her delivery preferences. If the addressee cannot find the parcel, please contact our customer service via the online form at the bottom of this page. This way you can immediately provide all the necessary information and documents to process your file.Only you, as a sender, can open a file for this purpose.

Question 37

How do I stamp my parcel?

Accepted Answer

To send a parcel, you need a shipping label. There are different ways to obtain a shipping label:Create a shipping label online or in the My bpost app&nbsp;and print it at home or for a fee in a Post Office, Post Point or Parcel Point.Purchase your shipping label in a Post Office, Post Point or Parcel Point (depending on the available selection).Order it from the bpost eShop (sold per 10 for domestic mail) or buy a pre-stamped package (for domestic mail).

Question 38

I am not receiving new updates via Track & Trace, is that normal?

Accepted Answer

If the status of your parcel does not change in Track &amp; Trace, there may be different causes:Your parcel is delayed.Our foreign colleagues cannot give Track &amp; Trace information about your parcel.If the status of your parcel remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), and the addressee has not received anything, contact our customer service via the online form at the bottom of this page. This is the quickest way to start an investigation.Only the sender can ask to open a dossier with bpost. If you are the recipient, please contact your sender.

Question 39

I listed the wrong address, can I change it?

Accepted Answer

Once you have handed in your parcel, you can no longer change the address. If the foreign postal service cannot deliver the parcel, it will be returned to you.

Question 40

Can the receiver pay my shipment to the postman with payment upon delivery?

Accepted Answer

Yes, with this option the receiver can pay the amount of your shipment to the postman, mobile or cash. This amount will then be transferred to your account within 7 working days. If the receiver does not wish to pay for the parcel, it will be returned to you.You can select the 'payment upon delivery' option in the online shipping tool.

Question 41

Can my parcel be delivered the same day?

Accepted Answer

Your parcel is delivered the next workday in Belgium if you:place the parcel in the red mailbox before the last collection – make sure that your parcel can fit through the openinghand in the parcel during the opening hours of your Post Office, Post Point, Parcel Point or Parcel Boxdrop the parcel in a Parcel Locker before 16:00If you want faster delivery, you should use Euro-Sprinters, bpost's courier service.

Question 42

Should I report the theft of my parcel to the police?

Accepted Answer

Before going to the police to report the theft of your parcel, check the status of your shipment in Track &amp; Trace. If your parcel does not arrive, you can submit a complaint as the sender of the parcel, not as the addressee.&nbsp;Only the sender can file a complaint for a lost parcel because the sender pays bpost for the shipment. You can do this via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file.Only the sender can open a file for this purpose. If you are the addressee, please contact the sender.

Question 43

How do I create a personal account for the online shipping tool?

Accepted Answer

You create your personal account in the online shipping tool as follows:Surf to parcel.Enter your first name, last name and e-mail address, indicate your gender, and choose a password.Click on 'Register' to confirm.

Question 44

What if customs holds my parcel?

Accepted Answer

If customs holds your parcel, there is a good chance that information about your parcel is missing. The addressee will be contacted. To ensure that the addressee receives your parcel, they will have to provide that information and pay the fees.

Question 45

What are the possibilities for protecting the contents of my parcel?

Accepted Answer

You can protect the contents of your parcel within Belgium up to €500 via the ‘With warranty’ mailing option. In case of loss or damage, you will be reimbursed for the value of the contents of your shipment (up to max. €500) + the shipping costs. If the contents only include documents, then you will be reimbursed €15 in case of damage or loss.You can select the ‘With warranty’ mailing option when creating a shipping label via the online shipping tool. Or go to a Post Office or Post Point near you and ask the counter clerk to send your parcel with warranty.With a regular shipping label, without extra options, we only reimburse the shipping costs of your parcel if we are responsible for the loss or the damage.&nbsp;

Question 46

Can I protect my international parcel against theft or damage?

Accepted Answer

You can protect the contents of your parcel sent abroad up to €500 via the ‘With warranty’ mailing option. In case of loss or damage, you will be reimbursed for the value of the contents of your shipment (up to max. €500) + the shipping costs. If the contents only include documents, then you will be reimbursed €15 in case of damage or loss.You can select the ‘With warranty’ mailing option when creating a shipping label via the online shipping tool. Or go to a Post Office or Post Point near you and ask the counter clerk to mail your parcel sent abroad with warranty. More information about the calculation of this compensation.

Question 47

Do I have to send my parcel in a bpost box?

Accepted Answer

You can use your own box or a bpost box to send your parcel. Choose a strong box and protect the contents with padding material.See our packaging guide for tips on preparing your parcel.

Question 48

Can I give my prepared parcel to the postman?

Accepted Answer

To send or return your parcel with the postman, the following conditions apply:&nbsp;The postman must first deliver a parcel to your home address. You can't just leave it ready at the door or approach the postman in the street.Your parcel cannot weigh more than 30 kg.You are allowed to give the postman maximum 2 parcels per visit.Your parcel must be ready for shipping with a shipping or return label from bpost on it.Keep in mind that the postman can refuse your parcel if it does not meet the conditions or if they cannot transport the parcel safely.

Question 49

How do I know for sure that my parcel is lost?

Accepted Answer

If the status in Track &amp; Trace remains unchanged for several workdays (at least 5 workdays for shipments to a neighbouring country, at least 10 workdays for the United Kingdom and all other countries), or your parcel has the status ‘delivered’ but the addressee cannot find it, then something probably went wrong.To start an investigation, please contact the customer service via the online form at the bottom of this page. This way, we have all the information we need to get started quickly.Only the sender can ask to open a dossier with us. If you are the recipient, please contact your sender.

Question 50

I sent a parcel. How do I receive a receipt or invoice?

Accepted Answer

If you create your shipping label online, indicate in the shopping basket – before paying – that you want to receive a receipt or invoice. You cannot request proof of payment afterwards.

Question 51

Can I edit the location or time of a delivery?

Accepted Answer

Once you have attached the shipping label to your parcel and placed it in one of bpost's Post Points, you can no longer edit the shipping details. Your addressee can edit his/her delivery preferences online or via the My bpost app (for all parcels or per parcel).

Question 52

How can I submit a complaint if my parcel for a foreign address is damaged or lost?

Accepted Answer

Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only you, the sender, can ask to open a dossier for a lost or damaged parcel because you paid bpost for the shipment.Contact us via the online form at the bottom of this page. This way you can immediately provide us with all the necessary information and documents to process your dossier.In case of damage, your complaint must be submitted to bpost within 7 calendar days.In case of loss abroad, we will start an investigation if your parcel does not receive a status change after:at least 5 workdays for shipments to a neighbouring countryat least 10 workdays for the United Kingdom and all other countries

Question 53

Which countries do not require customs documents if I want to send a parcel?

Accepted Answer

The countries in the European Union:No customs documents are needed for the following countries of the European Union:AustriaBelgiumBulgariaCyprusDenmarkGermanyEstoniaFinlandFranceGreeceHungaryIrelandItalyCroatiaLatviaLithuaniaLuxembourgMaltaThe NetherlandsPolandPortugalRomaniaSloveniaSlovakiaSpainCzech RepublicSweden&nbsp;&nbsp;&nbsp;Since 1st January 2021, customs documents are required for the United Kingdom.Territories not covered by EU rulesThere are some areas that are within the territory of the European Union, but that are not part of the EU fiscal territory. If you are sending a parcel to one of these territories that are not covered by EU rules, you will also need to include customs documents.Territories not covered by EU rules:Åland IslandsAndorraBüsingenCampione D'italiaCanary IslandsCeutaChannel IslandsDOM (Departements d'Outre-Mer)GibraltarHeligolandIsle of ManLake LuganoLivignoMelillaMonacoMountain AthosSan Marino&nbsp;&nbsp;&nbsp;

Question 54

How do I send a parcel with signature upon receipt?

Accepted Answer

If you want a signature upon receipt of your parcel, you should choose the shipping option ‘with guarantee’. That means the recipient must sign for receipt and you have a guarantee up to €500 if your parcel is lost or damaged. To send your parcel with a guarantee, click on the ‘Guarantee (up to €500)’ option on the online shipping tool. Or ask about it in the Post Office or Post Point. You will have to pay extra for this option.For parcels sent abroad, a basic guarantee of up to €500 (or €15 for documents) is included. As a private sender, you cannot take out a higher guarantee.

Question 55

What is an HS code?

Accepted Answer

HS stands for Harmonized System.This is a uniform system of codes used by customs worldwide to identify goods.Each type of goods has its own HS code, ranging from animals, plants, textiles, machines, weapons, stones and metals to furniture, toys, art, drinks and chemical products.When a shipment crosses the borders of the European Union, it passes through customs in the country of destination. For these dutiable shipments, the 6-digit HS code is required on the mandatory CN23 form. Based on the code, customs will calculate the import duties after which the shipment can be released.You can find the right HS code for your products on the website of FPS Finance:Search by product nameNavigate the product catalogue

Question 56

How is my addressee and/or myself compensated if my parcel is damaged or lost?

Accepted Answer

Because you are the sender, you must submit the compensation request. The compensation depends on the type of shipment:Standard: the shipping costs are reimbursed according to CMR conventions.Guaranteed option with sign for receipt: compensation up to €500 for goods and €15 for documents.To submit a claim for compensation, please contact our customer service, preferably via the online form at the bottom of this page. This way, you can immediately provide all the necessary information and documents to process your file. In case of damage, the complaint must be submitted within 7 calendar days.

Question 57

What do I need to make my shipping label?

Accepted Answer

You need the following details to create a shipping label:Your address, in case your parcel is returned.Address of the addressee or Pick-up Point or Parcel Locker of your choice. If you create your shipping label online, you can easily choose the Pick-up Point or Parcel Locker from a list.Email address of the addressee (required if you send to a Parcel Locker). That way, we can take their delivery preferences into account (if within Belgium).The dimensions and weight of your parcel.The desired options, for example whether you want to receive a confirmation text message.A printer. You do not need special printer paper to print your shipping label. If you don't have a printer, choose the 'Print my shipping label' option and have it printed for a fee in a Post Office or Post Point.Tip: tape the label on the top of the package with strong tape.

Question 58

I made an error when making my mailing label online. Can I still adjust the details?

Accepted Answer

Once you have created and paid for the shipping label, you cannot change it. You must create a new one.

Question 59

Can I attach stamps to my parcel instead of a mailing label?

Accepted Answer

You can use stamps instead of a shipping label if your shipment does not exceed the following dimensions and weight:Width: 230 mmLength: 350 mmHeight: 30 mmWeight: 2 kgPlease note: if you send a parcel with stamps, then there is no barcode and you cannot follow it with Track &amp; Trace. A shipping label has a barcode and can be followed with Track &amp; Trace.

Question 60

Can I drop off my parcel in a Parcel Locker 24/7?

Accepted Answer

You can drop off your parcel in many Parcel Lockers 24/7. Some Post Offices also have a Parcel Box that is accessible around the clock. You can check the opening hours of all Parcel Lockers and Parcel Boxes via the link below.

Question 61

Can I create my shipping label or have it printed in a Post Office?

Accepted Answer

You can buy a shipping label in a Post Office, Post Point or Parcel Point.If you create a shipping label online, you can have it printed at a Post Office or Post Point. Indicate this option - before you pay – in your shopping basket. Please note: this choice is valid for your entire order and not per label.Some Post Offices have a kiosk where you can create your shipping label.

Question 62

Where can I hand in my parcel?

Accepted Answer

You can hand in your parcel in different Drop-off points:In a Post Office, Post Point or Parcel Point: up to a maximum of 20 parcels per day with a total maximum volume of 500 kg or 1.5 m³.In some offices, you will find special Parcel Boxes; some of these are equipped with a scanner and can print a mailing receipt.In a Parcel Locker.For residential customers:&nbsp;When the postman rings your doorbell to deliver a parcel, you can also give him another parcel that you want to send.You can have it picked up at home for a fee.In a MassPost Center (from 20 to 250 parcels per day, with or without an appointment).Always take into account the maximum permitted dimensions and the maximum weight per parcel (30 kg and the maximum length of one side is 1.5 m). More information about the allowed sizes and weights.

Question 63

Can I buy a pre-stamped box?

Accepted Answer

You can buy pre-stamped packages in the eShop, in Post Offices and Post Points. This already has a shipping label that you can fill in yourself for shipments within Belgium. &nbsp;You can purchase the following pre-stamped packages from bpost:Minipack small up to 1 kg (max: 19.5 cm x 27.5 cm x 4 cm)Minipack medium up to 1 kg (max: 21 cm x 34 cm x 4 cm)The Fashion Bag: handy for shipping clothing and textiles.See our packaging guide for tips on preparing your parcel.

Question 64

What happens if the addressee has moved house?

Accepted Answer

bpost delivers the parcel based on the stated address. If your addressee no longer lives there, we register that the address is not correct or that the addressee no longer lives there. bpost sends the parcel back to you.If you think that your parcel was wrongfully sent back to you, you can report this via the online form at the bottom of this page.

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109 questions for the keyword « Send a parcel »

Download My bpost app

109 questions
for the keyword « Send a parcel »