Question 1

I get a message that my parcel has been delivered, but I haven't received anything. What now?

Accepted Answer

A couple of tips if you have not received anything:Check if someone else (your neighbour or flatmate) has received your parcel.If it is a small parcel, the postman may have delivered it to your letterbox without ringing the doorbell.Your parcel may also have been delivered according to your delivery preferences (directly to a Pick-up point, to your safe location or to your neighbour). If it is left in a safe place by your home, you can view the photo of that safe place in the My bpost app or Track & Trace.Also make sure that you have not received a failed delivery notice from the postman in your letterbox. It will tell you where your parcel has gone to. Keep in mind that you only receive this notice if we cannot reach you digitally.If you are the receiver and you still cannot find your parcel, please contact the sender for a solution. He is the only one who can start an investigation at bpost and make sure that you still receive your parcel.If you are the sender, please contact our customer service. This is best done using our online form. This way you can immediately provide us with all the necessary information and documents to handle your ticket.

Question 2

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 3

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

Accepted Answer

Contact the sender to discuss the best solution for your order. Most senders have permanent agreements with bpost regarding lost and damaged parcels. Only the sender can submit a complaint about this because they paid bpost for the shipment.If you are the sender, 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. In case of damage, your complaint must be submitted within 7 calendar days.

Question 4

Why should I contact the sender if my parcel has not been delivered?

Accepted Answer

Most senders have fixed agreements with bpost for lost parcels. Only the sender can file a complaint for a lost parcel because the sender pays bpost for the shipment.He needs to meet certain deadlines for this, but in the meantime he can decide, in consultation with you, to send the parcel again or to refund you.Your parcel has already been delivered on our Track &amp; Trace, but you haven't received it? Then check the following possibilities before contacting the sender:Ask if someone else (your neighbour or co-inhabitant) has received your parcel.The postman may have placed it into the letterbox if it is a small parcel.Your parcel may have been delivered according to your delivery preferences (immediately at a Pick-up point, at your safe place, to your neighbour).Make sure that you have not received an attempted delivery notice from the postman in your letterbox. This will tell you where your parcel is.It is possible that the sender asks you to confirm that you did not receive the parcel by e-mail or signed document when the parcel was sent with guarantee.

Question 5

I was home but the postman didn't ring my doorbell. How can I report this?

Accepted Answer

We are sorry that your postman did not ring the doorbell to deliver your shipment.Please note that the postman is not obliged to ring the bell if your parcel fits in the letterbox. (Tip: Via the My bpost app and Track &amp; Trace you can immediately see if your parcel has been delivered.)Check regularly that your bell is still working properly.If the postman regularly fails to ring your bell, please report this by filling out our online form. We will ask for your contact details so that we can discuss this with the right postman.

Question 6

My parcel is not in the Parcel Locker; it was sent back to the sender. Why, and can I still receive it?

Accepted Answer

bpost returns your parcel to the sender in the following cases:If the sender entered an incorrect address for the Parcel Locker.If the sender did not communicate your (correct) email address. In that case, we cannot inform you about your parcel.If you didn't remove your parcel from the Parcel Locker after 5 calendar days.Contact the sender to be able to receive your parcel.

Question 7

My parcel should have been delivered to my home address, but was sent back to the sender. Why, and can I still collect it?

Accepted Answer

bpost returns your parcel to the sender if:The sender entered your home address incorrectly.Your parcel was not accepted at the door (e.g. because it is damaged)You did not pick up your parcel at the Pick-up point within 14 calendar daysYou did not pick up your parcel at the Parcel Locker within 5 calendar daysContact the sender to take further actions (e.g. to ship your parcel again or if you want a refund). If your parcel was returned to sender incorrectly, please let us know via our online form at the bottom of this page.

Question 8

My parcel was delivered to a Pick-up point, but was sent back to the sender. Why?

Accepted Answer

Your parcel will only be returned to the sender if you do not collect it at the Pick-up point within 14 calendar days.Tip: you can also have someone else pick up your parcel at a Pick-up point. Anyone who can present the barcode of your parcel (see confirmation email or the My bpost app), can pick up your parcel at a Pick-up point.

Question 9

I cannot find my parcel in my safe place. What do I do now?

Accepted Answer

Ask whether someone else (a neighbour or co-occupant) found your parcel in your safe place. Small parcels can also be delivered in your letterbox. If you still cannot find your parcel, contact the sender for a solution. Only the sender can submit a complaint regarding an untraceable parcel.If you chose a safe place under My Delivery Preferences and this was not respected, you can report this via the online form at the bottom of this page.Please note that in some cases we can't deliver&nbsp;to your safe place. Discover in which cases.

Question 10

Why should I contact the sender if my parcel is damaged?

Accepted Answer

Most senders have fixed agreements with bpost for damaged parcels. Only the sender can file a complaint for a damaged parcel because the sender pays bpost for the shipment.In addition, he can decide, in consultation with you, to reship the parcel or to refund you.Your sender will ask you for photos of the damage, both of the packaging and of the contents, because he needs them in order to file a complaint with us. Please also note that bpost must receive the complaint within 7 calendar days of delivery, regardless of what the sender agrees with you. It is therefore best to contact him as soon as possible.

Question 11

My parcel was delivered too late. What should I do?

Accepted Answer

We do all that we can to deliver your parcel on time. If you are not pleased with the amount of time that your parcel was in transit, contact the sender of your parcel. Only the sender can submit a complaint regarding late delivery.

Question 12

My parcel is damaged. What do I do now?

Accepted Answer

We are sorry about your damaged parcel. Contact the sender within 7 days of receiving your parcel. Provide the sender with photos of the damaged packaging and contents so that he/she can come up with a solution.Only the sender can submit a complaint to our customer service&nbsp;using the online form at the bottom of this page.Tip: If you notice the damage at the Pick-up Point, then you can refuse the parcel. It will be sent back to the sender.

12 questions
for the keyword « Upon delivery »

Download My bpost app

The benefits of a bpost account?

12 questions for the keyword « Upon delivery »

Download My bpost app

12 questions
for the keyword « Upon delivery »