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Will I receive proof that my parcel was returned successfully?

FAQ Residential
If you purchase a shipping label on our website or in a Post Office or Post Point, then you can choose the Confirmation of Receipt option. In that case, you will receive a text message or e-mail when your parcel is delivered. You can also follow the status of your parcel via Track & Trace or the My bpost app with the barcode number on your shipping label or Shipping Receipt. You will not receive written proof, but you can see online when your parcel is delivered.

How do I prepare my parcel for shipping?

FAQ Residential
It is best to follow the next steps to prepare your parcel for shipment: , Get a suitable box , You should choose a sturdy box that is the right size for the contents The heavier the contents, the sturdier the box needs to be. You can choose to reuse a box or order a suitable box through our eShop . , Fill up the empty space , Use scrunched up newspaper, for instance, to fill up the empty space in your box. Wrap up fragile objects properly, for instance with bubble wrap. , Close the box , Use strong adhesive tape (at least 48 mm wide). Ensure the box is properly closed, including the sides , Affix the shipping label , Create a shipping label online or visit a point of sale to obtain this label. Affix your shipping label on the largest side, ensuring it is completely readable. If you are using an old box, remove any other labels or barcode. For more details and tips on how to pack your parcel safely and sustainably, check out our handy packing guide.  

I am liable for VAT. How can I reclaim my VAT?

FAQ Business
If you want to reclaim your VAT, you need to enter your VAT number in Track & Trace or the My bpost app before paying the import costs. If you do not do this, or only after making payment, you cannot reclaim your VAT. Don't forget to submit your invoice with this VAT number when you file your tax declaration. , Enter VAT number , Enter the barcode of your parcel into Track & Trace or the My bpost app. Provide us with your VAT number via the form above the payment button. , Please note , that this notification does not entitle you to a deferral of payment or exemption from VAT.

Who can accept my shipment?

FAQ Residential
Who is allowed to accept your shipment depends on the type of shipment. , My shipment is a parcel , Anyone at home at your address can accept your parcel, including household help or your partner, even if it is a parcel requiring a signature upon receipt. If we deliver to your (chosen) neighbour, anyone present at that address can also accept the parcel. , My shipment is registered mail , You can recognise registered mail by the barcode starting with the numbers ‘010’ or the letter ‘R’.  In the case of registered mail, only you (or your proxy ) can accept the shipment upon presentation of an ID card.

What do I need to pick up my registered mail?

FAQ Residential
If you have a failed delivery notice with details of where to pick up your registered mail, take the following with you when you go to the Pick-up point: The failed delivery notice Your ID card If you have registered your preference in the My bpost app to have your registered mail redirected straight to a Post Office or Post Point, you just need to tell the person at the counter your name or show them the barcode of the registered mail. Have someone else pick it up? You can designate someone else to pick up your registered mail on your behalf. You do have to give that person a proxy .

How do I dispute import costs on a gift?

FAQ Residential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift . If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app. There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.

How do I dispute import costs on a gift?

FAQ Residential
You will receive an invitation to pay import costs if your shipment does not meet all the conditions for a gift. Therefore, you first need to check when a parcel is considered a gift. If you believe that your parcel does meet these conditions, you can apply for an exemption by contesting the import costs. To do so, ask the sender to send you an e-mail confirming: the contents of the shipment the value (in €) of the shipment that your shipment is a gift Afterwards, enter your barcode and postal code via Track & Trace or via the My bpost app . There you will find a link to an online form to dispute your import costs. Upload the sender's email to this form as proof.

Can I recover my import costs?

FAQ Residential
If your parcel is lost or damaged after you have paid the import costs, you cannot recover these costs. Always contact the sender. The sender can launch an investigation. You will be compensated up to the amount of the customs formalities if: your shipment was sent with tracking (barcode that does not start with the letter “U”) the sender has opened an investigation the investigation makes it clear that the fault lies with bpost , Tips: , If you are buying outside the EU, choose a tracked shipment if possible. Your parcel is more likely to be found if it is lost. Choose registered webshops (Import One-Stop Shop or IOSS) that ask you to pay the VAT in advance. This will reduce costs and risks (import costs are not refunded in case of loss or damage) and shorten the delivery period.

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How will I know when my parcel is delivered?

FAQ Residential
You can follow your parcel online with Track & Trace and the My bpost app. Enter the barcode number that is on the label of your return shipment. Be sure to enter the correct postcode: If there is a return label in your parcel, then the correct postcode is the postcode on the original shipping label that is attached to the parcel. If you have to create a shipping label, then the correct postcode is the postcode of the receiver of your return shipment. You will be notified in the app when your parcel is delivered. If you create and purchase a shipping label, you can click on the 'Confirmation of Receipt' option. You will receive a text message or e-mail regarding the status of your parcel: When the parcel is delivered. When the parcel is not delivered because the addressee was not present. In that case, it is delivered to the nearest Post Office or Post Point. When the addressee has not collected it from the Post Office or Post Point.