FREQUENTLY ASKED QUESTIONS

Track and Trace

  • You can track your shipment via an online portal. DHL offers various online portals to track your shipment depending on product and sending country. Usually your online shop sends you a link of the portal.
    Please see the Please see thetracking page for information about our tracking portals.

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

  • In general the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product in an online shop, the confirmation email or shipment notification often contains the tracking number or ID.
    If not, please contact your shipper or online shop.

  • You should see tracking events within 24-48 hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment was handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.

  • Your shipment may be delayed. Delivery time delays can be due to e.g. weather incidents, customs or backlogs. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper or online shop can start an investigation for lost items.

  • In case your tracking ID is not working, please contact your shipper or online shop. Shipments sent with a regular postal parcel service cannot be tracked.

Delivery

  • The delivery time of your shipment depends on the service level you have chosen. The online shop usually shows the delivery time on their website. Please keep in mind that usual delivery times can vary depending on product type and origin/destination-relation, from 2-3 days for neighbouring countries up to 20 days for countries far away.

  • Delivery time delays can be due to e.g. weather incidents, customs or backlogs. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items.

  • If you have not received your shipment, please contact your shipper or online shop. If they are unable to provide an updated status of your shipment, please contact our local Customer Service. You can find our contact details hereYou can find our contact details.

  • It is not possible to change the address once the shipment has been dispatched.

  • It is not possible to change the delivery day or delivery time once the shipment has been dispatched.

  • Shipments must be custom cleared. Customs clearance process 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 on customs on the website of your local customs authority.

Complaints

  • When your shipment is delivered with the local post, you should go to your local post office within 7 days for a damage report.
    Please send the damage report to your shipper or online shop. Your shipper or online shop will then claim the damaged or lost parcel with DHL.
    Please understand that only the shipper can file a claim as he is the contract partner of DHL.

  • When your shipment is not delivered, please contact your shipper or online shop.
    The shipper can claim the lost parcel with DHL.
    Please understand that only the shipper can file a claim as he is the contract partner of DHL.