Why was my shipment returned?

Unfortunately, the delivery agent was unable to find the recipient address provided by the sender. According to our verification, the address does not exist or is incomplete. This can have various reasons, such as:

• The street is missing or incorrect
• The house number is missing
• The postal code is incorrect
• The recipient’s name is not known at the address

Notes for the recipient:

• Please contact the sender and check the address for errors together.
• The return of your shipment cannot be stopped.
• Unfortunately, it is not possible to correct or add the address via our customer service.
• If the recipient or the recipient address cannot be clearly identified, the shipment cannot be delivered for your safety.

If the recipient's name is missing, unclear, or not clearly identifiable, the shipment unfortunately cannot be delivered and will be returned to the sender.
 

Note for the recipient:

• Please check that your name is clearly visible, legible, and unambiguous on the doorbell and mailbox.
• For your safety, the delivery agent is not allowed to deliver the shipment without a clear name on the doorbell and mailbox

• The recipient address is incorrect or missing (e.g., wrong or missing house number)
• The recipient's name is not on the doorbell
• The postal number does not match the recipient's name (e.g., number of a friend provided or name changed after marriage)
• The recipient cannot be reached at the address stated on the shipment

Notes for the recipient:
Please check whether any of the above reasons might apply and contact the sender.

The return of your shipment may be due to the following reasons:

1. postal traffic with the country of destination has been interrupted
2. Not all the necessary customs data could be obtained on the basis of the information provided
3. Your shipment has incomplete, missing or invalid franking (e.g. shipment dimensions exceed the maximum dimensions of the selected franking)

You will be charged an Nachentgelt (additional fee) for a return shipment that is subject to a surcharge. A Nachentgelt is usually charged if a parcel has not been franked or has not been franked sufficiently.

If you feel that you have been erroneously charged a surcharge (Nachentgelt) or that an unauthorised return has been made, we will be happy to check your refund request for you. Please contact our customer service for this.

If your shipment was returned because it did not comply with the Terms and Conditions, this may have the following reasons:

• The size or weight of your shipment is not permitted and does not comply with the Terms and Conditions.
• The recipient data for an identity check (Ident-Check) is incorrect.
• The shipment is not or not sufficiently franked.

Notes for the recipient:
Please check whether any of the above reasons might apply and contact the sender.

Unfortunately, the shipment could not be placed in the Packstation. This may have the following reasons:

• The postal number was missing when addressing the Packstation. Please make sure to use the correct Packstation address and postal number.
• The postal number was not yet activated for the Packstation service. Please activate the Packstation service.
• The recipient name and postal number on the shipment did not match. Please use only the name registered in your DHL customer account when addressing the Packstation.

In this case, the recipient refused to accept the shipment:

• Personally at the door
• Via digital refusal of acceptance in the shipment tracking

Notes for the recipient:

Unfortunately, the return of your shipment cannot be stopped. Please contact the sender if necessary.

The shipment was delivered to a branch or Packstation and was not collected within the storage period.

The storage period in a branch is 7 business days.

The storage period in a Packstation is:

• 7 calendar days for shipments addressed or redirected to a Packstation.
• 9 calendar days for shipments that could not be delivered to your home and were then delivered to a Packstation.

If the maximum storage period is exceeded, the shipment will be returned to the sender.
 

Important information for the recipient:

• Unfortunately, the return of your shipment cannot be stopped.
• Please ensure for future shipments that the maximum storage period is not exceeded.

The sender can use a prior instruction to specify what should happen to the shipment if it cannot be delivered to the recipient, e.g., excluding delivery to a neighbor for sensitive shipments.

Please contact the sender if necessary.