What to do in the event of a dispute?

Is there a problem with your parcel? Take a methodical approach.

Whether your parcel has been lost, damaged or delayed, the procedure is the same.

Step 1: Document the problem

As soon as you notice a problem:

  • Take photos of the damage, the packaging (external and internal) and the contents.
  • Keep proof of purchase, proof of payment and postage costs, and any proof of delivery.
  • Keep the packaging, as it may contain information that's useful for the investigation.

Step 2: Contact the carrier company

Lodge a complaint with the postal operator concerned (bpost, DHL, DPD, Mondial Relay, UPS, etc.) following its own internal procedure. Both the sender and the recipient can lodge a complaint. Ask for written confirmation of your complaint and note down the case number.

Did you order online? Also contact the seller, as they remain responsible for delivery until receipt, in accordance with the law of 21 December 2013. They are required to refund you or send you a replacement parcel.

Step 3: If you're not satisfied with the outcome

If the postal operator or seller doesn't follow up on your complaint, or if the proposed response doesn't satisfy you, you can turn to:

  • ombudsman poste: for any dispute with a postal operator active in Belgium (bpost, DHL, DPD, UPS, Mondial Relay, PostNL, GLS, FedEx, Colis Privé…) → Lodge your complaint here.
  • Consumer Mediation Service: for disputes with a Belgian online seller (Boulevard du Roi Albert II 8 bte 1, 1000 Brussels — contact@mediationconsommateur.be).
  • European Consumer Centre (ECC Belgium): for disputes with an online seller based in another EU country.
  • FPS Economy: to report an unfair commercial practice or a fraudulent online shop.

ombudsman poste is free, neutral and independent. We step in after an initial, unsuccessful attempt to resolve the issue with the postal operator.