Help with parcel redirection

As a registered customer, you can use the parcel redirection function to redirect house-addressed items to a Packstation or a branch on a permanent or one-off basis. Please note that in order to redirect parcels to a Packstation, you must be authorised to use the Packstation.

One-time parcel redirection

If you want to redirect your parcel once, you can order the redirection for the corresponding item via the parcel notification as soon as the sender has sent us the electronic recipient data for your parcel. The parcel notification informs you by e-mail when your parcel is expected to be delivered and that you can redirect your shipment to a branch or Packstation. A link in the parcel notification will take you to the selection of your preferred branch/packing station. 

Alternatively, you can also book a redirection via the DHL shipment tracking on dhl.de or in the Post & DHL app. To do this, you must first log in to your customer account on dhl.de or in the Post & DHL App.

In addition, you must order a parcel redirection by 4 a.m. on the morning of the delivery day at the latest. After this time, it is no longer possible to order a one-off parcel redirection.

Permanent parcel redirection

You can set up a permanent redirection order for your parcel shipments in your DHL customer account. To do this, go to "My data and services" and select the "Parcel reception" option. Under "Parcel redirection" you can then select a branch or Packstation near you. 

Note: Please note that the transit time of your shipment may be delayed by a parcel diversion.

Please also make sure that the recipient's details (name, home adress and e-mail adress) you have entered in the sender's account match the details you have entered in your customer account. Otherwise, the shipment cannot be assigned to your customer account and the parcel diversion cannot be carried out.

You can no longer change the actual address on the package once it is already on its way.

However, if you are registered with DHL, you can still influence the delivery of your shipment:

1. Redirect to a Packstation or branch
   Until the package is loaded onto the delivery vehicle, you can redirect it to a Packstation.
2. Deliver to a neighbour
   Until shortly before delivery, you can also have the package delivered to a neighbor. This person should live in the same building, directly next door, or across the street.
    

The available services for your shipment will be shown in the delivery notification and in DHL shipment tracking.

Only registered DHL customers can request a redirection. Only then can you activate permanent parcel redirection in your DHL customer account or receive an offer for one-time parcel redirection via the parcel notification, shipment tracking or the Post & DHL App. You don't have a DHL customer account yet? Then simply register here.

Please note, however, that a redirection to a Packstation is only possible if you have activated the Packstation service in your DHL customer account. You can find more information about DHL Packstation here .

As soon as we have received the order confirmation for your shipment from the sender, you can book a redirection of your shipment through the DHL shipment tracking. You will also receive a parcel notification by e-mail at least one day before delivery, including the expected delivery date and a link to book the redirection. You can redirect your parcel until 4 a.m. in the morning of the expected delivery day.

If you want to redirect your shipments permanently, you can place a corresponding order in your DHL customer account as a registered customer. As soon as a shipment is on its way to your home address, it will be automatically redirected to the branch/Packstation you have defined, without you having to order the redirection separately. Please note that in exceptional cases DHL may refuse the redirection.

The following products/services are generally excluded from a parcel redirection:

• Letter items (this also includes book, consignment of goods and photo mail shipments)

• Päckchen

• Express shipments

• Bulky goods

• Shipments from abroad for which customs duties are payable

• Shipments for self-duty payers

• Transport insurance

• Ident-Check

The following products/services are additionally excluded from redirection to a Packstation:

• Personal delivery

• Cash on delivery

• Age verification

• Items subject to additional charges

• Shipments that exceed the maximum compartment size of the Packstation of 75 x 60 x 40 cm (XL-compartment). Please note, however, that not every Packstation has an XL compartment.

One-time parcel redirection

Cancellation of a one-time parcel redirection is unfortunately not possible.

Permanent parcel redirection

Suspend once

If you want to suspend your permanent parcel redirection for a shipment once, you can do this directly via DHL shipment tracking or via the parcel notification. 

To do this, click on the "Cancel parcel diversion now" button in DHL Shipment Tracking on dhl.de or in the Post & DHL App, or follow the link in the parcel announcement to go to the diversion cancellation. After successful cancellation, your shipments will be re-addressed to your home address and you can book our other recipient services (e.g. drop-off location, delivery day) as usual. All your other items will continue to be redirectd as requested.

Please note that cancellations are only possible until 4 a.m. on the morning of the delivery day at the latest.

Permanent cancellation

You can cancel your order for permanent parcel redirection in your customer account. To do so, go to "My data and services" and select the option "Parcel reception". Under "Deactivate"

Collection from the branch 

To pick up your shipment, you will need your official photo ID. Please also bring the delivery notification with you as an e-mail, as a printout or in the Post & DHL app on your smartphone.

If you are unable to collect your shipment in person within the storage period of 7 working days, you have the option of granting a power of attorney to a third party.

To do this, please fill out the one-time power of attorney in full, print it out, sign it and give it to the person who is to collect your parcel for you.

The person will need the authorisation with your signature and their own official photo ID to collect the parcel.

Picking up from a Packstation

To collect your shipment from a Packstation, you need the collection code, which you can obtain via the Post & DHL app. You can find out more about picking up your shipment at a Packstation here.

The maximum storage period at Packstation is 7 calendar days.

In exceptional cases, it may happen that your shipment is not redirected to your deposited branch/Packstation, but is delivered to your original address or you do not receive an offer for parcel redirection.

There may be various reasons for this, e.g.:

• You were not identified as a registered DHL customer because we could not see a sufficient match between the recipient data and the data in your customer account. 

• There is no electronic shipment data from the sender.

• The shipment was not addressed to a home address (but already to another branch/Packstation).

• The sender has excluded the Parcel Redirection service for its shipments.

• The item contains products/services for which parcel redirection to a branch/Packstation is not permitted (see here).

• The shipment has already been loaded onto the delivery vehicle.

There can be several reasons for this, e.g.:

• The preferred branch had closed.
• The preferred Packstation no longer had any available compartments.
• The preferred Packstation/branch no longer exists.
• The preferred Packstation is currently defective.
• The shipment dimensions exceed the permissible dimensions for the Packstation.

Your deposited branch/packing station may become invalid for various reasons:

• You have moved to a new house and have given us a new address.
• Your registered Packstation has been removed or your registered branch has been closed.
• The selected Packstation has been blocked for the Parcel Redirection service.

It is only possible to select Packstations or branches that are located near your home address.

In addition, individual Packstations and branches may not be approved for parcel redirection for operational reasons and therefore cannot be selected in the booking process. 

Please also note that you can only redirect parcels to a Packstation if you are activated for the Packstation service.