Questions and answers Frequently asked questions

Track and trace says my parcel was delivered, but I did not receive anything

Does track and trace state that your parcel has been delivered, but didn't you receive anything? Don't worry, there are a couple of things you can do.

Check with the neighbors
It may be the case that our courier has delivered your parcel to your neighbors or in an (external) mailbox, but forgot to pass this information on. Just to be sure, please check if this has happened in your case and if your closest neighbors have received your order.

Your parcel is often still on its way
Did your neighbors not receive anything either? Then we advise you to wait one working day. In many cases when your order seems to be delivered in track and trace, but you did not receive it, it will still be delivered to you the next working day. This means the online status of your parcel may not be correct, but your shipment is actually still on its way to you.

Still haven't received anything?
Did you not receive anything after a working day? We are sorry to hear that! The first step is to contact the sender, for example the webshop where you placed your order. If this doesn't lead to a solution, please contact us directly.

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

In that case, please contact the sender. For example, the customer service of the webshop or the platform where you ordered, or with the person who sent something to you. They will help you further and can start an investigation at DHL if something is wrong.

How do I ship a parcel with DHL Parcel?

With the My DHL app you can prepare your parcel for departure in no time. First click on 'New Shipment', select the weight (maximum 20 kg) and make sure your parcel does not exceed 80x50x35 cm (l-b-h). Fill in your own details and those of the recipient. Pay easily with iDEAL or credit card, and now just print your shipping label, stick it on your package and you're done! No printer at home? Then choose printless shipping, and show your QR code at a DHL point.

Don't want to create your label online? You can also have it done at a DHL ServicePoint. The label will cost €1 extra. At a DHL point you can only print labels for shipments within the Netherlands.

Start shipping online
Download the app
Prohibited goods

 

View all frequently asked questions

Subject

Receiving

Delivered, but not received

Delayed or missing parcels

Track your parcel

Change delivery

Damaged shipment

Missing locker collection code

'Not at home' reported

Complaint

Delivery preferences

Shipping

Send a parcel

Printless shipping

Rates

Maximum specifications

Shipping abroad

Insurance

Not allowed to ship

Returns

Returns

Return shipment tracking

Refuse delivery

Return pick-up

Digital assistant
Ask chatbot Tracy

If you can't find what you're looking for, our chatbot Tracy is happy to help you anytime. She is able to answer most of your questions.

Ask Tracy

Didn't find what you were looking for?
Contact by phone