Report loss or damage during transit
We are sorry that your parcel has been lost or damaged. We are doing our best to resolve the issue as quickly as possible. Please note that we have no control over DHL’s processing times and procedures.
My parcel hasn’t arrived yet
Please check the dispatch status on the service portal first. The status is only a cause for concern if it has not changed for more than 7 days.
Important: The status must have changed at least once. If the tracking information only states that the details have been sent to DHL, this is normal even over a longer period – we usually create the tracking details for the return on the very first day.
My parcel is not at the specified location
Open the DHL tracking page, for example by entering the parcel number in the service portal. Under ‘Details’, once you have entered your postcode, you will be able to see to whom the parcel was delivered.
If it was delivered to the letterbox, please check it. If the parcel cannot be found, please let us know: you will immediately receive a declaration of assignment, whereby we assign all claims relating to the parcel to you, as well as the recipient’s declaration from DHL. This will enable you to contest the delivery, initiate an enquiry with DHL and receive compensation directly from the transport insurance.
My parcel or its contents are damaged
If you discover any damage to the contents after accepting a parcel, you must report this to DHL within 7 days – otherwise your claim will lapse.
In the event of a claim, DHL will request the parcel and its packaging for inspection; therefore, please do not alter either. Document the condition as accurately as possible with photographs.
All parcels leaving our premises are packed correctly and in accordance with DHL’s regulations.