100% Delivery Frequently asked questions Don t miss your parcel What if I m not at home when the postman comes to deliver my parcel? With the My Preferences service, you can avoid missing your parcel when you re not at home. Via www.bpost.be/mypreferences you can specify what should be done with your parcel in that event. You can specify that the postman deliver it to a safe place chosen by you around your house, drop it off at a neighbour chosen by you or deliver it to a pick-up point or Cubee parcel locker in your neighbourhood chosen by you. These preferences are applied for all your parcels. As soon as a parcel is on its way and we have received your e-mail address from the sender, you receive from us an e-mail with a link for following your parcel. Via this link you can also change your delivery preferences for that one parcel. You can then choose whether you want this adapted delivery preference to apply only for that one parcel or henceforth for all your parcels. When the postman has delivered the parcel, you receive from us a confirmation e-mail with the place of the delivery. We recommend that you indicate all names and e-mail addresses with which you order parcels. In this way we can link all of your parcels to your delivery preferences. You can even add a second delivery address. If you have not set any delivery preferences and there is no one at home to take delivery of your parcel, the postman will put an attempted delivery notice in your letter box. You (or someone else) can then pick up the parcel within 14 days (not including the day on which the postman came by) in the post office or pick-up point that is specified on the attempted delivery notice. Attention: these options only apply for parcels that are delivered at home in Belgium. For parcels that are delivered abroad, the rules of our international partners apply. 100% Delivery / Frequently asked questions page 1
Managing delivery preferences How can I set my delivery preferences? You can only set your delivery preferences online. Surf to www.bpost.be/mypreferences and follow the steps. When you register you enter your general delivery preferences. After setting your preferences you receive from us a letter with a personal code. When you enter this personal code in our tool, we can link your parcels to your preferences on the basis of your name and your delivery address. As soon as a parcel is on its way, you receive from us an e-mail with a link for following your parcel. Via this link you can change your delivery preferences for that one parcel. I don t have a Facebook of Google account. How can I register? If you can t register with Facebook or Google+, you can register with your e-mail address. How can I change my delivery preferences? Log on to www.bpost.be/mypreferences and go to My preferences to adapt your delivery preferences. How can I optimise my account so as to miss even fewer parcels? This can be done in several ways: - Add all e-mail addresses and names that you and your fellow residents use in order to order parcels: that of yourself, but also that of your partner, your children, etc. - Add all addresses where you and your fellow residents receive parcels: the address of your work, your (grand)parents, your country place, the student residence of your children, etc. - If your chosen neighbour is home less often than initially thought, choose a different neighbour or a different delivery preference. - If your safe place is not always dry or turns out not to be truly safe, choose a different place or a different delivery preference I registered, but didn t receive an activation link to set my password. What should I do? Just check whether the e-mail with the activation link might have ended up in the spam folder of your mailbox. If it isn t in your spam folder either, register once again in order to receive a new activation link. The link to activate my account is no longer valid. What should I do? Register once again in order to receive a new activation link. I forgot my password. What should I do? Click on this link and then on Forgot your password?. Follow the steps to create a new password. 100% Delivery / Frequently asked questions page 2
How can I change my password? Click on this link and then on Forgot your password?. Follow the steps to create a new password. Can I set my preferences immediately for all my parcels, or must it be done for each parcel individually? Both are possible. You enter your general delivery preferences at www.bpost.be/mypreferences. These preferences are applied for all of your parcels. As soon as a parcel is on its way and we have received your e-mail address from the sender, you receive from us an e-mail with a link for following your parcel. Via this link you can easily change your delivery preferences for that parcel. For example, you can choose a different neighbour because the one you initial chose is on holiday at that moment. You can then choose whether you want to apply this adapted delivery preference only for that one parcel or henceforth for all of your parcels. Can I set several preferences for a single delivery address? Yes, that is possible. You enter your general delivery preferences at www.bpost.be/mypreferences. As soon as a parcel is on its way, you receive from us an e-mail with a link for following your parcel. Via this link you can change your delivery preferences for that one parcel. You can thus set your delivery preferences per individual parcel. I use several e-mail addresses for online orders. Can I link several names and e-mail addresses to a single delivery address? Yes, at My account you can add extra names and e-mail addresses. Moreover, that increases the chance that we can link your parcel to your delivery preferences, because the link between the parcel and your delivery preferences is made in the first instance on the basis of the e-mail address with which you order the parcel in the webshop and the physical address where it has to be delivered. If webshops do not provide your e-mail address to us, we cannot link your parcel to your preference. If you want us to deliver all your parcels according to your preference, then identify yourself with your personal code in our tool. You will find this code in the letter that we sent you. As soon as you have confirmed your name with the code in our tool, we can also link your parcels to your preferences on the basis of your name and your delivery address. Note carefully: when you order the parcel, you must use precisely the same name as indicated in our tool. Can I link several delivery addresses to my account? Yes, you can add extra delivery addresses at My account. 100% Delivery / Frequently asked questions page 3
What happens if I set different preferences for different parcels and these parcels are delivered at the same time? There are several possibilities: - If all parcels are delivered together and you have designated a neighbour as one of your delivery preferences, then all parcels are delivered together to the most recently designated neighbour. - If all parcels are delivered together and you have not designated a neighbour, but rather a safe place, then all parcels are delivered together to the most recently designated safe place. - If the parcels are delivered at different times, then your delivery preference continues to apply per parcel. Can I set my preferences in some other way than online? At present you can only set and manage your delivery preferences online, via www.bpost.be/mypreferences. How is my parcel linked to my delivery preferences? We can link your parcels to your delivery preferences in two ways. - Your name and your delivery address After setting your preferences, you will receive from us a letter with a personal code. When you enter this personal code in our tool, we can link your parcels to your preferences on the basis of your name and your delivery address. Note carefully: when you order the parcel, you must use precisely the same name as indicated in our tool. - Your e-mail address and your delivery address We can also link your parcel to your preferences on the basis of the e-mail address with which you order the parcel and your delivery address. Attention: in order to be able to do that, the webshop must pass your e-mail address on to us. Unfortunately, that is not always the case. If you want us to deliver all your parcels according to your preference, then be sure to identify yourself with your personal code in our tool. How and when am I informed of the delivery of my parcel? When we have received your e-mail address and your parcel from the sender, we send an e-mail with the date on which we will deliver your parcel. On the day of the delivery we let you know around what time the delivery will take place. The e-mails always contain a link for following your parcel and for changing the delivery preferences for that parcel. When the postman has delivered the parcel, you receive from us a confirmation e-mail with the place of the delivery. 100% Delivery / Frequently asked questions page 4
Why wasn t my parcel delivered according to my preference? There can be various reasons: - The parcel might have an option as a result of which your preference cannot be followed: o Your parcel must be paid for on delivery. o If someone has to sign for receipt (without identity card), delivery to a safe place isn t possible. o Registered mail can only be only be received with an identity card. - You didn t ask the sender for home delivery of your parcel, but rather direct delivery to a pick-up point or Cubee parcel locker. - Delivery to your chosen safe place wasn t possible (e.g. not safe and dry, not accessible, the postman didn t find the place, the parcel was too big, etc.) - The delivery to your chosen neighbour wasn t possible (e.g. absent at the time of the delivery, parcel refused, farther away than 50 m from your house, etc.) - Your chosen pick-up point or Cubee parcel locker wasn t available at the time of the delivery. - The link between the parcel and your delivery preferences is made in the first instance on the basis of the e-mail address with which you order the parcel in the webshop and the physical address where it has to be delivered. If webshops do not provide your e-mail address to us, unfortunately we cannot link your parcel to your preference. TIP: identify yourself with your personal code in the tool After setting your preferences, you will receive from us a letter with a personal code. If you want us to deliver all your parcels according to your preference, identify yourself with your personal code in our tool. From then on we can link your parcels to your preferences on the basis of your name and your delivery address. There s just one condition: when you order the parcel, you must use precisely the same name as indicated in our tool. How can I change my delivery address when I move? You can easily adapt your delivery address(es) at My account. Do my delivery preferences also apply for registered mail? Sorry, but your delivery preferences do not apply for registered mail, because to accept it you always have to show your identity card. 100% Delivery / Frequently asked questions page 5
Why do some parcels have to be signed for on receipt? The sender of the parcel decides whether or not it has to be signed for (without identity card) on receipt. As the recipient, you are often not aware of this in advance. Delivery to a safe place is not possible if a signature for receipt on delivery is required. However, your parcel can be delivered to a chosen neighbour or to a pick-up point. What if I still have to pay for my parcel and I have indicated a neighbour, a safe place or a Cubee parcel locker? Then the postman will not be able to deliver your parcel either to your neighbour, or your safe place or the chosen Cubee parcel locker. - If you opted for delivery to your neighbour or to a safe place, the postman will deliver your parcel to the pick-up point that you have chosen as a back-up. - If you opted for delivery in a Cubee parcel locker, the postman will deliver your parcel to the pick-up point that is located closest to the Cubee parcel locker. You are notified as soon as it is available there. Up to how long before the delivery can I change my delivery preferences? We keep you informed by e-mail of the delivery of each parcel. If you want to change your delivery preference for that specific parcel, you should do so as quickly as possible via the link in the e-mail: - You can adapt your neighbour or your safe place up to around 10 minutes before the delivery. - You can adapt your pick-up point or Cubee parcel locker up to the evening before the delivery (until midnight). You can then choose whether you want to apply the adapted delivery preference only for that one parcel or henceforth for all of your parcels. I would like to log in with a different e-mail address. Is that possible? You cannot change the e-mail address with which you log in. if you want to log in with a different e-mail address, you must prepare a new account with that e-mail address. Afterwards you can easily add extra e-mail addresses to your account or delete e-mail addresses. The system does not recognise my address. What do I have to do? Do you have an address with a letter as box number? Then try to place the letter next to the house number. If the system still doesn t recognise your address, then click on the link in the message to inform us. We will contact your municipality and supplement or update our info. Try to register for MyPreferences once again a week later. 100% Delivery / Frequently asked questions page 6
I received a letter with a personal code, but did not register. What should I do? It might be that a fellow resident added you to his or her account. If that isn t the case, contact our customer service. I received a letter with a personal code, but did not register. What should I do? The code is always composed of 5 lower-case letters. Maybe you have confused a lower-case L (l) with an upper-case i (I)? If your code still doesn t work, you can request a new code. Go to www.bpost.be/mypreferences and log in. Then go to the tab My account, click on Validate next to the name you want to validate and select the option Request new personal code. We will send you a letter with a new code. How can I validate my name if I did not receive a letter (or if I lost it)? You can request a (new) code via the tool. Go to www.bpost.be/mypreferences and log in. Then go to the tab My account, click on Validate next to the name you want to validate and choose the option Request new personal code. We will send you a letter with a new code. There is a red cross behind my name in the tool. What does that mean? This means that you have not yet confirmed your name with a personal code. We can only link your parcels to your preferences on the basis of your e-mail address. If a webshop does not provide your e-mail address to us, unfortunately we cannot link your parcel to your preference. TIP: identify yourself with your personal code in the tool If you want us to deliver all your parcels according to your preference, then identify yourself with your personal code in our tool. You will find this code in the letter we sent to you. As soon as you have confirmed your name with the code in our tool, a green check will appear next to your name. From then on we can also link your parcels to your preferences on the basis of your name and your delivery address. Note carefully: when you order the parcel, you must use precisely the same name as indicated in our tool. 100% Delivery / Frequently asked questions page 7
Delivery to your neighbour Can I choose several neighbours? No, unfortunately that is not possible. You can indicate only 1 neighbour in the tool. As soon as a parcel is on its way and we have received your e-mail address from the sender, you receive from us an e-mail with a link so that you can follow your parcel. Via this link you can easily change your delivery preferences for that parcel. For example, you can choose a different neighbour, because the one you initially chose is on holiday at that moment. You can then choose whether you want to apply this adapted delivery preference only for that one parcel or henceforth for all your parcels. What happens if my chosen neighbour lives more than 50 m away? The postman can only leave your parcel with a neighbour who lives a maximum walking distance of 50 m away. When selecting your neighbour, do you receive a message that your neighbour lives too far away? If that is not the case, you can still select this neighbour. The postman will then assess whether the neighbour lives at a maximum walking distance of 50 m. If your chosen neighbour lives more than 50 m away, the postman will deliver your parcel to the pick-up point that you chose as a back-up. You are notified as soon as it is available there. What happens when my neighbour isn t at home? Then the postman will deliver your parcel to the pick-up point that you chose as a back-up. You are notified as soon as it is available there. Why wasn t my parcel delivered to my neighbour? There can be various reasons: - Your neighbour wasn t at home or refused the parcel. - Your parcel has to be paid for on delivery. - Your parcel is registered mail: only you can receive the parcel with your identity card. - The chosen neighbour lives more than 50 m from your house. - Your neighbour s house was not accessible. - We did not have enough information to link your preference to the parcel. What if I still have to pay for my parcel and I indicated a neighbour as preference? Then the postman will not be able to deliver your parcel to your neighbour. The postman will deliver your parcel to the pick-up point that you chose as a back-up. You are notified as soon as it is available there. Can my neighbour refuse the delivery of my parcel? Yes - so be sure to first ask your neighbour for approval before designating him or her as your delivery preference. 100% Delivery / Frequently asked questions page 8
Delivery to a safe place What does delivery to a safe place entail? You indicate a place around your house where the postman will leave your parcel if no one is at home to accept it. Make sure that your chosen place is safe, dry and easily accessible for the postman. Possibilities are: under the carport, in the garden house, under a lean-to, etc. You can even upload two photos in order to help the postman. Why wasn t my parcel delivered to my safe place? There can be various reasons: - The parcel might have an option as a result of which it was not possible to deliver it to your safe place. For example, you have to sign for receipt or the parcel must be paid for on delivery. - The postman found that it was not safe to leave your parcel at your chosen place: the place was too visible for passers-by, the place wasn t dry, the parcel was too big, etc. - The postman did not find the safe place, or it was inaccessible. - We did not have enough information to link your delivery preference to the parcel. What happens if my chosen safe place was not accessible? The postman will deliver your parcel to the pick-up point you chose as a back-up. You are notified as soon as it is available there. What happens if my parcel is no longer at the safe place when I come home? bpost cannot be held responsible for the loss of your parcel. By choosing the option delivery to a safe place, you accept the full responsibility and the accompanying risks concerning the loss of and/or damage to your parcel(s). How do I know that my parcel has been delivered to my safe place? We send an e-mail to inform you of the place of the delivery. What if I still have to pay for my parcel on delivery or have to sign for receipt and I have indicated a safe place as delivery preference? Then the postman will not be able to deliver your parcel to the safe place. The postman will deliver your parcel to the pick-up point that you chose as a back-up. You are notified as soon as it is available there. 100% Delivery / Frequently asked questions page 9
Delivery to a pick-up point or parcel locker What is the difference between a standard pick-up point and a pick-up point chosen by me? At www.bpost.be/mypreferences you can specify which pick-up point you want to retrieve your parcels at, if you are not at home for the delivery. So long as you have not set a pick-up point, bpost will deliver your parcel to a pick-up point near your home. What is a back-up pick-up point? If you chose a neighbour or safe place as delivery preference, and the postman cannot deliver your parcel to this neighbour or this safe place, then your parcel will be delivered to your chosen pick-up point. Why can t I choose certain pick-up points? There can be various reasons: - Certain pick-up points do not accept parcels that were first offered at your home, they only accept ones that are delivered there directly. You can thus only pick up parcels there if you chose the pick-up point as the delivery method for your online order. - You can only choose pick-up points that lie on the routes of the postmans in your area. If a pick-up point is located near your home, but not on the route of the postman, you will not be able to choose that pick-up point. Why wasn t my parcel delivered to my chosen pick-up point or Cubee parcel locker? There can be various reasons: - The parcel may have an option that made it impossible to deliver it to your chosen pick-up point or Cubee parcel locker. For example, if you have to sign for receipt or the parcel has to be paid for on delivery. - The pick-up point or the Cubee parcel locker is not available for a long period: holiday, closed, etc. - The pick-up point or the Cubee parcel locker is not available for a short period: the available capacity is temporarily exceeded or there is a technical defect. - We did not have enough information to link your delivery preference to the parcel. At bpost.be/mypreferences I opted for direct delivery to a pick-up point or Cubee parcel locker. Why does the postman still come to my house? For organisational reasons, for the time being the postman will still come by your place first. In the near future, the postman will deliver your parcel directly to your chosen pick-up point or Cubee parcel locker. 100% Delivery / Frequently asked questions page 10
Can I chose a Cubee parcel locker as delivery preference? Yes, all Cubee parcel lockers are available in the tool. Due to the popularity of certain Cubee parcel lockers, it can exceptionally happen that no locker is free there at the moment of your delivery. In that case, you cannot choose that Cubee parcel locker. How do I pick up my parcel from a Cubee parcel locker? You are notified as soon as your parcel is available in the Cubee parcel locker chosen by you. At the parcel locker you must scan the barcode of your parcel. You will find it in your notification e-mail or on the attempted delivery notice in your letter box. You have 5 days to pick up your parcel, after which it goes back to the sender. 100% Delivery / Frequently asked questions page 11