FAQs

Where can I view the General Terms and Conditions for Packstation and MyDelivery?

Data protection information

Dear Customer,

We are delighted by your interest in PACKSTATION and MyDelivery, both services from Deutsche Post DHL.

We take the protection of your personal data very seriously and we want your visit to our website and use of all the PACKSTATION and MyDelivery services to be to your complete satisfaction. The protection of your privacy when handling your personal data is an important promise for us, which we always take into account in our business processes.

Your personal data

To identify you uniquely as a member of the service, and to enable us to communicate with you (for instance to notify you of a shipment or when your parcel arrives at a PACKSTATION machine), we will need some personal information about you. This information will be requested when you register and includes your surname, first name, address, e-mail address and/or mobile phone number and date of birth (to check that you are aged 18 or over).

We will also ask whether we may contact you to inform you about products and services and for market research purposes.

Transparent use of your data

Your personal data will only be used within the PACKSTATION and MyDelivery service and to offer you services that are best-suited to your needs.

With your consent, we will send you tailor-made offers and specific tips on products as well as information about PACKSTATION and MyDelivery, together with interesting offers from other, carefully selected companies.

Using and passing on your personal data

Deutsche Post AG processes and uses your personal data only for the PACKSTATION and MyDelivery service.

Only if you give us your express consent will you receive information on interesting products and services via the contact methods you gave us (including e-mail and SMS) from Deutsche Post AG and other, carefully selected companies. Addressing and shipping is taken care of by Deutsche Post AG, so as to avoid passing on your address data. Technical aspects are taken care of by a service company, which is expressly obliged by Deutsche Post AG to adhere to conditions imposed by data protection legislation. This means that Deutsche Post AG avoids having to pass on your address data to third parties. Only by you replying to information sent to you by companies that we have chosen will these companies become aware of your address data.

Cancellation

You can cancel your consent to the use of your data for product information and market research purposes at any time by writing to Deutsche Post AG, PACKSTATION, Postfach 101414, 40005 Düsseldorf, Germany. If you have not given your consent or change your mind at a later point in time, you can always adapt this function at any time via the PACKSTATION or MyDelivery websites. If you cancel your consent, your data will not be used for information and market research purposes. Of course you can still continue to subscribe to PACKSTATION and MyDelivery services. In this case, you will only receive customer information relevant to the PACKSTATION or MyDelivery service (e.g. notification of a new machine being installed in your town, or the introduction of new service options for MyDelivery).

Freedom of information

At your request, Deutsche Post AG, PACKSTATION and MyDelivery will inform you whether we have any of your personal data stored on our systems, and if so, what. If, despite our efforts to ensure that the data we hold is correct and up to date, we have incorrect information on our files, we will correct it at your request. You can update your personal data at any time on our PACKSTATION and MyDelivery websites.

Data security

From a technical perspective, data is transported via an encrypted SSL data cable. SSL (Secure Socket Layer) designates an encryption technology and exchange protocol that is used both by the sender and the recipient for encrypted data transport. This technology facilitates the encrypted exchange of data between a PC and an Internet server, with the transferred information being inaccessible to third parties and communicated in a manner that cannot be "overheard" by others. The result is a secure communication connection.
Updated: 01.02.2011

The MyDelivery service enables you to be notified free of charge by e-mail and/or SMS of the expected delivery date of your parcel. If you wish to receive your parcel on another day, you can use the preferred day* service option. To do this, simply respond to the SMS message with your preferred day and the parcel will be delivered in accordance with your wishes.

*This is a chargeable additional service from DHL. There is a charge of EUR 1.49 per parcel, including VAT at the prevailing rate, plus data fees, which may vary depending on the network operator.

When addressing your shipments, specify your name, your PostNumber and your address.

Tip: For online orders, you can simply use the "Address continued" or equivalent box for your PostNumber.

Registered DHL customers can move the delivery day of their parcel by up to 4 workdays via SMS. If you are already a DHL customer and have a customer number (PostNumber), you can mark it on the parcels addressed to you below your name. We will then let you know via SMS beforehand what day your delivery is likely to be on. To move the predicted day of delivery, simply reply by 10 p.m. on the same day to our SMS with the short code provided and your preferred day. A reply SMS might look as follows: 1 Friday

This is a chargeable additional service from DHL. There is a charge of EUR 1.49 per parcel, including VAT at the prevailing rate, plus data fees, which may vary depending on the network operator.

Registration for the MyDelivery service and notification of the expected delivery date via SMS/ e-mail are free.

If you are not going to be home on the day scheduled for delivery of your parcel, you can use our preferred day service option to agree another delivery day. Simply reply to our SMS* with the short code provided and your preferred day. The parcel will then be delivered in accordance with your wishes.

*This is a chargeable additional service from DHL. There is a charge of EUR 1.49 per parcel, including VAT at the prevailing rate, plus data fees, which may vary depending on the network operator.

The message regarding the predicted delivery day looks as follows:

E-mail:

Dear Customer,

The shipment with shipment number 230006801522 has been entrusted to DHL and is scheduled for delivery on 01.01.2015.

If you require any further information on the shipment status, you can request a direct status query via the following link: 123456789

Regards,

Your DHL team

SMS:

Dear Customer, we want to deliver a parcel to you on <date>. To choose another day, reply with 1 and your preferred day. Price EUR 1.49 + SMS charges.
DHL

You can only request a preferred day* by replying to our notification via SMS.

Would you prefer to be notified of the expected delivery date by SMS instead of e-mail in future? If so, simply register your mobile phone number under Customer login/ Data.

* This is a chargeable additional service from DHL. There is a charge of EUR 1.49 per parcel, including VAT at the prevailing rate, plus data fees, which may vary depending on the network operator.

The PostNumber allows DHL to determine which shipment belongs to you and for which shipment a notification is to be sent via e-mail and/ or SMS regarding the expected date of delivery.

To receive notification of the expected day of delivery, the "Address continued" (or equivalent) field on the parcel must contain your PostNumber.

Please also check that you have entered your e-mail address or mobile phone number correctly in your profile settings.

Of course, we always endeavour to deliver your parcel on the agreed day, as announced. Sometimes, however, in unavoidable and exceptional circumstances, we may not be able to deliver on the agreed day.