Faqs Help is at hand!

Whether you've missed a delivery, want to track your parcel, or just have a few questions about your shipment, we're there to help as soon as we can. We've also put together a list of FAQs that may just provide an answer to your question. If they don't, please get in touch with our contact center.


When will DHL deliver my parcel?

Where's my nearest delivery point?

How will I know when my parcel has arrived?

Will the person receiving my parcel pay import duty?

I've closed the locker and my parcel is still inside. What should I do?

Can I arrange an international business shipment?

What padding should I use in my parcel?

What happens if something goes wrong?

I haven't received a shipping label. What should I do?

Where can I deliver my parcel?

Why do I need to enter the recipient's e-mail address?

Is there an overview of my sent parcels?

Can I send a parcel to a PO Box?

Can I send envelopes?

How does the recipient know that my parcel has been delivered to a DHL point?

What is the current status of my returned order?

How can I track my international package?

When will the shipping label amount be charged if I pay by credit card?

I’m sending my parcel climate-neutral. What does that mean?

Will sending something climate-neutral cost me anything?

Can I send all parcels climate-neutral with DHL?

How does printless shipping work?


What should I do if my parcel is delayed or lost?

My parcel has been sent to a DHL Locker. How do I collect it?

How long will the DHL ServicePoint keep my parcel?

What happens if I have my parcel delivered to a DHL Locker?

How long is my delivery code valid for?

Can someone other than me collect the parcel from the DHL ServicePoint?

I have a complaint about how my parcel was delivered. What can I do?

My parcel has been returned to the sender. What can I do?

Can I have my parcel delivered to a different address?

I have not received a shipment number. What should I do?

When will my parcel be delivered?

What happens if the parcel can't be delivered?

What does the ‘safe place around the home’ delivery option entail?

Why an Agreed Place?

How does the Agreed Place service work?

Do I have to make a new delivery appointment for each parcel?

Is using Agreed Place a safe option?

Why can’t I see the Agreed Place option?

What if the parcel isn’t at the Agreed Place?

Who is liable once DHL has left the parcel in the Agreed Place?

What are “delivery preferences”?

Who can specify delivery preferences?

Why should I specify my delivery preferences?

Why did DHL Parcel develop this service?

How do I specify my standard delivery preferences?

Which delivery preferences can I choose?

My parcel wasn’t delivered according to my delivery preferences. What should I do?

How do I know if my parcel will be delivered according to my delivery preferences?

My regular DHL ServicePoint is closed. What should I do?

When do my delivery preferences take effect?