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 an e-mail from us 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 to apply that adapted delivery preference 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. As soon as a parcel is on its way, you receive an e-mail from us 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 cohabitants use in order to order parcels: that of yourself, but also that of your partner, your children, etc. - Add several variants of the given names: Jan Janssens, J. Janssens, Janssens Jan, etc. - Add all addresses where you and your cohabitants 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 does it turn out to be not 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 an e-mail from us with a link for following your parcel. Via this link you can also change your delivery preferences for that one parcel. You can, for example, choose a different neighbour because your initially-chosen neighbour 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 an e-mail from us 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, even if your parcels are delivered to the same address. 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 the delivery preferences takes place on the basis of the e-mail address with which the parcel was ordered and the physical address where it has to be delivered. What if someone else sets delivery preferences with my e-mail address? If someone else sets delivery preferences with your e-mail address, an activation link will be sent to your e-mail address. So long as you have not clicked on this activation link, the delivery preferences are not saved and thus also not applied. Can I link several delivery addresses to my account? Yes, you can add extra delivery addresses at My account. What if someone else sets delivery preferences for my address? If someone else with an e-mail address that is unknown to you sets delivery preferences for your 100% Delivery / Frequently asked questions page 3
address, an activation link will be sent to that e-mail address. If that person clicks on the link, the delivery preferences are saved. That doesn t have to be a problem, because the delivery preferences are only applied if parcels are actually ordered with that e-mail address that have to be delivered to your address. (The link between the parcel and the delivery preferences takes place on the basis of the e-mail address with which the parcel was ordered and the physical address where it has to be delivered.) 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 all parcels are delivered together and you have not designated a neighbour or a safe place, but rather a pick-up point, then all parcels are delivered to the chosen pick-up point. - If the parcels are delivered at different times, then your delivery preference continues to apply per parcel. What happens if several parcels are delivered at the same time and one parcel still has to be paid on delivery? If you aren t at home for the delivery of a parcel that still has to be paid for on delivery, the postman can only delivery the parcel to a pick-up point. He cannot deliver it to the neighbour, safe place or parcel locker chosen by you, because no payment is possible there. You will be notified as soon as the (yet to be paid for) parcel is available in the pick-up point. For parcels without payment, your delivery preferences will of course be applied. Can I set my preferences in some other way than online? Currently you can only set and manage your delivery preferences online, via www.bpost.be/mypreferences. Registration is possible with an e-mail address. How is my parcel linked to my delivery preferences? The link is made on the basis of the e-mail address with which you ordered the parcel. If the sender of the parcel also sends along your e-mail address, then we can check whether delivery preferences were set for that e-mail address and physical delivery address. In this way we link your delivery preferences to your parcel and we can apply them. If the sender does not send along an e-mail address or an incomplete address, then unfortunately your delivery preference cannot be linked to the parcel. 100% Delivery / Frequently asked questions page 4
How and when am I informed of the delivery of my parcel? If 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-mail always contains 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. 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 applied: 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 the delivery preferences takes place on the basis of the e-mail address with which the parcel was ordered and the physical address where it has to be delivered. If the sender doesn t send this information along, then unfortunately your preference cannot be linked to the parcel. Sometimes parcels are sent as registered mail. This is often the case, for example, for parcels coming from China. Because other legal provisions apply in that case, unfortunately no delivery preferences can be applied to these parcels. To receive registered mail, you always have to show your identity card. 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? No, unfortunately your delivery preferences do not apply for registered mail. To receive registered mail, 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 chose for delivery to your neighbour or to a safe place, the postman will deliver your parcel to the pick-up point that you chose as a back-up. - If you chose 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, the best way for you to do that is via the link in these e-mails: - 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. 100% Delivery / Frequently asked questions page 6
Delivery to your neighbours Can I choose several neighbours? No, unfortunately that is not possible. You can indicate only 1 neighbour. What happens if my chosen neighbour lives more than 50 m away? The postman can only deliver your parcel to a neighbour who lives within a radius of 50 m of your house. 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 you designate him or her as your delivery preference. 100% Delivery / Frequently asked questions page 7
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 receive 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 was my parcel not 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 that 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 leave your parcel at 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 8
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 set which pick-up point you want to pick up your parcels from if you are not at home for the delivery. So long as you have not set any pick-up point, bpost decides which pick-up point in your area your parcel is delivered in. We determine that standard pickup point on the basis of organisational optimisation at that moment. The standard pick-up point is always in your area, but in theory it can be different for each parcel. 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. That pick-up point thus serves as a back-up. Why can I pick up one parcel in my chosen pick-up point but not another parcel? That depends on the pick-up point. Certain pick-up points only accept parcels that are delivered directly (if you chose during your online ordering for a pick-up point as delivery method, and not for home delivery). In other words, they do not accept any parcels that were first offered at your home, but where no one was at home to receive them. Why was my parcel not delivered to my chosen pick-up point or Cubee parcel locker? 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 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. I opted on bpost.be/mypreferences 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 9
Can I chose a Cubee parcel locker as delivery preference? This has been possible since the beginning of 2018. For organisational reasons, the activation of the Cubee parcel lockers is taking place in phases over a period of several months. Why can t I pick up my parcel at a pick-up point or Cubee parcel locker near my work? At the moment, you cannot choose a pick-up point near your work if your workplace is in a different region than the region of your home. You will be notified as soon as that option becomes possible. If you have your parcel sent to your work, of course, you can choose a pick-up point that is close to your workplace. 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. Your parcel will remain available for pick-up for 5 days. 100% Delivery / Frequently asked questions page 10