CONSUMER FAQS

Do you have a question regarding tracking or delivery?
Here you will find our answers to frequently asked questions.

Track & Trace

  • You can track your shipment using our website or one of our online portals. An SMS will be sent out with a link to track your shipment delivery status.

  • A tracking number or ID is a combination of numbers and/or letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

  • The merchant or online shop will provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification will contain the tracking number or ID. An additional SMS will be sent out as well to you on the day of delivery with the link to track your shipment delivery status.

    If not, please contact your merchant or online shop or DHL eCommerce Customer Service.

    Please note that depending on the delivery service that was selected by your merchant/online shop, not all shipments will have tracking numbers/IDs.

  • You should see tracking events within 24-48 hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.

  • For most shipments, we provide only milestone tracking which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.

    Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 5 days after the expected delivery time, kindly contact DHL eCommerce customer service via telephone or email.

    Please also note that some packages only have limited tracking events in the country of origin and no tracking events in the destination country for international shipments.

  • In case your tracking ID is not working, please contact your merchant or online shop.

  • Yes, you can track multiple tracking numbers with a single request.

Delivery

  • We partner with 220 postal providers around the world, which deliver shipments on your behalf. 

  • Once your shipment has been handed over to us by the merchant or online shop, delivery is based on the service selected. The merchant or online shop usually indicates the delivery time on its website.


    Local Shipments:

    Please keep in mind that delivery times can vary depending on destination, from next day for city areas and up to 5 days for sub-urban and outskirt areas.              


    Shipments from abroad:                                                                                                           

    Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.


    Please also keep in mind that – depending on the product/service chosen – the shipment will normally be handed over to the respective local postal company in your country for final delivery to you.

  • Local Shipments:

    Please keep in mind that delivery times can vary depending on destination, from next day for city areas and up to 5 days for sub-urban and outskirt areas.  
     

    Shipments from abroad:

    Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances. The merchant or online shop usually indicates the expected delivery time on its website.
     

    If your shipment exceeds the expected delivery time, your shipment unfortunately is delayed. We sincerely apologize for any inconvenience a delay may cause. Delivery delays can be caused by e.g. weather events, customs or operational backlogs. In case your shipment has not arrived within 5 days after the expected delivery time, kindly contact DHL eCommerce customer service via telephone or email.

  • If you have not received your shipment, please contact DHL eCommerce Customer Service via telephone or email.

  • This will only be possible if shipment has not been dispatched and is still in our sorting facility, do contact DHL eCommerce Customer Service for reference.

  • This will only be possible if shipment has not been dispatched and is still in our sorting facility, do contact DHL eCommerce Customer Service for reference.

Additional

  • Local shipments:

    Please contact DHL eCommerce Customer service to file for a report via telephone or email.     
     

    Shipments from abroad:

    When your shipment is delivered by the local post, you should go to your local post office within 7 days to submit a damage report.

    Please send the damage report to your merchant or online shop. Your merchant or online shop will then claim the damaged or lost parcel with DHL.

    Please understand that only the merchant or online shop can file a claim as they are the contract partner of DHL.

  • Please contact DHL eCommerce Customer Service via email or telephone.
     

    Local shipments:

    Please keep in mind that delivery times can vary depending on destination, from next day for city areas and up to 5 days for sub-urban and outskirt areas.
     

    Shipments from abroad:

    Please keep in mind that  delivery times can vary depending on the product/service and origin/destination relation, from 2-3 days for neighboring countries and up to 20 days for countries with long distances. The merchant or online shop usually indicates the expected delivery time on its website. Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.

  • Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

  • Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.