Why one delivery attempt?

The online market is evolving rapidly. PostNL is constantly responding to this by adapting its parcel delivery service to both the growth and the wishes of senders and recipients. Our aim is to deliver parcels immediately: wherever and whenever. Consumers can increasingly choose where and when they want their parcel delivered.

In Belgium we have achieved an average of 96% for all deliveries. A large number of the recipients who are not at home are not there either when a second delivery attempt is made. Our customer satisfaction survey shows that these recipients prefer to have their parcel delivered directly to a PostNL point.

We respond to this need by delivering the parcel to the PostNL point after the first delivery attempt. This means the recipient will be able to pick up the parcel a day earlier.

Why this change?

We aim to deliver as many parcels as possible to recipients on the first delivery attempt. Consumers can increasingly choose where and when they want their parcel delivered and we have achieved an average of 96% for all deliveries. A large number of the recipients who are not at home are not there either when a second delivery attempt is made. Our customer satisfaction survey shows that these recipients prefer to have their parcel delivered directly to a PostNL point. We meet this need by delivering the parcel to the PostNL point after the first delivery attempt. This means the recipient will be able to pick up the parcel a day earlier.

When will this change come into force?

From 11 April 2021 one delivery attempt will be the norm in Belgium.

To whom does this change apply?

This change applies to everyone sending parcels to be delivered in Belgium.

Are exceptions possible?

A4: No, there are no exceptions.

Where can my customer pick up his or her parcel after an unsuccessful delivery attempt?

If the parcel is not delivered on the first attempt, your customer, as usual, receives a ‘not-at-home’ note in the letterbox and an email to follow the parcel via Track & Trace. The parcel is sent to a PostNL point where it can be picked up the next day.

Where can my customers find information about their parcel?

Customers are able to find information about the parcel with the 3Scode and a KG ‘not-at-home code’. The codes can be found in the notification mail or the not-at-home note. This code allows your customer to see where and when the parcel can be picked up via Track & Trace.

How long is a parcel available at a PostNL point for pick up?

The parcel is available for 7 days for pick up at the nearest PostNL point. After 7 days it is returned to the sender.

Are the retail points informed about this change?

Our Belgian retailers will be informed in person from 11 February. This gives them enough time to make the necessary changes in their system and/or storage area.

Are the retail points able to handle the extra parcels coming their way?

An inventory was made together with the retail points. This inventory shows that sufficient capacity is available in Belgium.

Has the number of PostNL points been further expanded?

Over the coming months we will continue to expand our Belgian retail network significantly. More PostNL points means more local opportunities for your customer to pick up his/her parcel. By the end of 2021, we expect to have more than 900 PostNL points in Belgium.

What is expected of business customers?

Business customers should analyse the communication relating to deliveries in Belgium to their customers to see whether any document changes are necessary.

This information is not yet on the website

This change comes into force from 11 April. On this date the information will be changed online.

Frequently asked questions