You are here

Frequently asked questions

Sending packages

How do I have to pack my parcel?

Please be aware that you use a proper box for sending your parcel. For more information, take a look at our packaging tips.

How do I send a parcel?

You can book your parcel online and pay easily with iDeal. Please take a look at this page to see how it works.

How much does it cost to ship a parcel?

You can ship a parcel within The Netherlands as of € 5,-. Are you interested in sending abroad? See our international rates.


Do I receive a proof of shipment

Once you have handed over your parcel to our DHL ServicePoint you will receive a proof of shipment. Keep this proof safely. This is your proof that you have handed over the shipment to us and it states all the important information of your parcel. 

Receiving packages

When does my delivery code expire?

You can easily choose for a new delivery attempt on the missed our driver page. Your delivery code is valid untill 11.59 p.m. on the day you received the card in your mailbox.

Can someone else collect my parcel from a DHL ServicePoint?

You need to show a valid ID (passport or driving license) to pick-up your parcel. Someone else is able to collect the parcel for you, but needs to show his or her legitimation. However, this is not possible when the shipment is insured. In that case only the original receiver can collect the shipment, with a valid ID.

I have a complaint about my delivery

We are sorry to hear that you are not satisfied. We advise you to contact your shipper regarding this complaint. The shipper will make sure the complaint is being handled by us. 

My parcel is being returned to the shipper. Can I do something about it?

Sorry, we cannot intervene once your parcel has been sent back to the shipper. We advise you to get in touch with your shipper to have your order being send to you again. 

Can I have my parcel delivered at at different address?

Sorry that is not possible. Please contact the shipper if you would like to have your parcel be delivered at a different address. 

My parcel is delivered at my neighbors

When you are not at home we will try to deliver your parcel to your neighbors to make sure you will receive your parcel as soon as possible. In that matter our driver will leave a note in your mailbox which states at which neighbors your parcel has been deliverd. Do you have a tracking number of your parcel? You can see in our track & trace app at which neighbors your parcel is delivered.

Please contact the shipper if you don't like your parcel being delivered at your neighbors. The shipper can make sure we receive this instruction.

Where should I pay attention to when returning a shipment?

The parcel has to be packed carefully. If the parcel isn't packed good enough our driver might not accept it. 

You will receive a proof of delivery from our driver when he picks up your parcel. Please keep this proof of delivery. This is your proof that the parcel has indeed been handed over to us. 

I expect a reimbursment shipment

If you are expecting a reimbursement shipment you can only pay it with cash. Please make sure you have the correct amount in cash. Our drivers do not always have enough cash with them to refund.

I did not receive a tracking number. What can I do?

If you do not have a tracking number, we advise you to contact your shipper.

When will my parcel be delivered

Usually we deliver your parcel within 2 till 3 working days. Please find the status of your parcel here. You will receive an e-mail or text message when your parcel has been delivered on the assigned address or DHL Parcelshop.

When can I expect my parcel to be delivered?

We deliver parcels from Monday till Saturday, within four different time frames. As soon as your parcel has been assigned to us you can trace your parcel with the tracking number.

What happens to my parcel if it cannot be delivered?

When your not at home and we couldn't deliver your parcel to your neighbors, we will leave a not-home card in your mail box. With the code on this card you can easily arrange a new delivery attempt. Enter the delivery code on our website and choose where and when you would like to have your parcel delivered again. You can choose between delivery at your neighbors, at a DHL ServicePoint or another day and time. If you don't choose we will come back the next working day (with a maximum of four times). 

For how long will my parcel be available at a DHL Parcelshop?

You will receive a reminder if you didn't collect your parcel within 2 days. You will receive another reminder after 5 days. If you didn't collect your parcel after 7 days we will return the parcel to the sender. Both the shipper and you will receive a notification by email or text message. As of that moment the parcel is no longer available at the DHL Parcelshop.