Help with delivery issues - Parcel has arrived, but there is a problem

Please first check to whom the parcel has been delivered.

The “Delivered to” box on the results page of DHL Shipment Tracking will tell you if it was the original recipient – you, a relative, a neighbour, or any other person. “Letterbox” means that the item has been deposited directly in your letterbox.

To view the recipient’s name, click “Show detailed recipient information” and enter the recipient’s postal code. If the parcel has been delivered to the neighbour and you do not know or cannot find him, please be patient and see if he comes to you.

If he has not contacted you after two days, please contact our customer service team.

If the contents of your shipment were damaged or parts are missing, the best way to proceed is as follows:

• Download the damage report form and fill it out completely.
• Print the form.

• Now you can:

  - Either book the free collection of a damaged shipment via our hotline +49 228 4333112. DHL will then collect the damaged parcel from the specified address (please hand over the printed damage report when the parcel is picked up).

  - Or drop off the damaged parcel together with the printed damage report at a DHL branch.

  - Note: The damaged parcel must always be handed in including all existing shipment components.

• After the damage has been assessed by DHL, the parcel will be returned to you - unless you have requested that it be returned to the sender after assessment by DHL.

Click here to go to the damage notification form.

Note: Damage or loss of contents must be reported to DHL within 7 days of delivery.

Here are some reasons why the shipment is/has been sent back to the sender:

• The shipment does not meet the shipping conditions.
• The recipient address is unknown.
• The storage period in the postal outlet or Packstation was exceeded.
• There are sender instructions:
• By means of sender instructions, the sender can specify what should happen to the shipment if it cannot be delivered to the recipient, e.g. the exclusion of delivery to a neighbour in the case of sensitive deliveries.

Sometimes, the delivery agent might not be able to deliver your shipment to the postal outlet that he previously stated on your notification card. The actual place of delivery (e.g. postal outlet, parcel shop, Packstation) will be stated in DHL Shipment Tracking.

The shipment status is then e.g:

The consignment will be taken to Gildenstrasse 2, 46117 Oberhausen postal outlet for collection. The earliest possible pick-up time can be found in the notification card.

If the shipment tracking information matches that from your notification card, you might have gone to the postal outlet too soon and the shipment might not have been sorted yet.

Please check the time on the notification card again.

Usually, an additional charge (Nachentgelt) is levied if a parcel:

1. has not been franked (e.g. the shipment was submitted without a (valid) shipping label of Deutsche Post or DHL)
2. has not been franked sufficiently (e.g. an international shipment has only been franked for national shipment or, an oversize item has not been franked as such)

If you have the feeling that you were erroneously charged a surcharge, we are happy to check this for you. Please contact our customer service for this.

Drop-off Location
The drop-off location was not respected or your shipment was left without your consent? Here you will find information, solutions for problems, and ways to contact us regarding the drop-off location.

Note: Please be aware that the delivery agent will only ring the doorbell when delivering to a drop-off location if you have set this preference in your DHL customer account.

Neighbour
The neighbor delivery did not work as intended or you did not authorize it? Here you will find information, solutions for problems, and ways to contact us regarding the Neighbor service.

Delivery
There were other issues with the delivery.