General questions about international parcels

Tracking is available for DHL Pakete and always requires a tracking number (e.g., CY12345678DE).
DHL Päckchen International cannot be tracked.

Every scan within our operations is recorded - for example, acceptance of the shipment, processing within parcel and mail centers, transportation, inbound processing in the destination country, and delivery events.

If tracking events in the destination country are not provided to us by the local postal operator or partner organization, it is often still possible to track the shipment on the partner's own website.

First, please check the current status of your international shipment.

Due to national and international events that may affect transportation processes, delivery times to certain destination countries may be delayed.

Here we provide information on the current impacts affecting the shipping of international items and their delivery by Deutsche Post DHL.

There may also be gaps in tracking. Please also check the tracking information in the destination country using the tracking number available to you, to see the status of your international shipment.

If your international shipment has not been delivered to the recipient even after the standard transit time, we are happy to assist you with a search request in our help section "Where is my parcel?"

No need to worry.

Depending on the destination country, it is completely normal for the shipment status to remain unchanged for some time. Especially for international shipments, delays can occur because we hand over your parcel to the foreign postal operator or partner organization responsible for delivery in the destination country.

For example, transport preparation, the transport route itself, and inbound processing in the destination country can take different amounts of time. During this period, it may appear as if your shipment is still in Germany (e.g., the last update at the International Postal Center [IPZ] in Frankfurt).

As long as the shipment is still within the standard transit time, there is no reason to be concerned about the delivery.

The processing time for an international investigation request depends on several factors and may take up to 8 weeks until you receive a final response.

We apologize for this, but the processing time is not entirely within our control.

Depending on where your international shipment was lost, we may need to rely on the respective foreign postal operator or delivery partner and the information they provide to process the investigation.

If, from your point of view, a fee (e.g., shipping costs) or an additional fee (e.g., paid return shipment, handling fee) was charged incorrectly for your international shipment, please enter your details so we can review the case.

We will examine your request and contact you within a few days.

According to our Terms and Conditions, it is explicitly excluded that the sender can request a "recall" of the shipment once it has been handed over for shipping. Subsequent instructions are therefore not possible, as this would require the consent not only of the sender but also of the recipient.

For liability reasons, it is not possible to change the address afterwards (e.g., postal code or house number). A shipment that is incorrectly addressed and cannot be delivered will be returned to the sender, who must resend it with the correct address.

The only exceptions are recipient services (e.g., redirecting a parcel to a postal outlet), provided these services are available in the destination country. In this case, the recipient can modify the original delivery address themselves (e.g., redirect to a pickup location).

Due to the size and complexity of our product portfolio, we do not offer all products across all sales channels. Taking into account the respective target groups and demand, we aim to maintain the best possible balance between our online and offline portfolio. At the same time, we ensure that the mandatory services required under the Postal Universal Service Ordinance are available in our branches.

For DHL Paket International purchased via DHL Online Franking, a digital posting receipt is automatically sent to the sender’s email address specified during label creation after the shipment is handed in at the branch, parcel shop, or to one of our delivery staff.

This notification email documents the drop‑off time and location and includes a direct link to the tracking information for the shipment.
Please note that sending the digital posting receipt may take up to 60 minutes for technical reasons.

Note: As an alternative to a physical posting receipt, proof of posting can also be provided by the order confirmation from the online franking together with the posting scan in the tracking system.
If you still wish to receive an additional printed posting receipt at the branch, please inform the staff member when handing in your shipment.

If you have already contacted us in the past regarding a specific issue and have received a case number (e.g., 2222‑12345678), you can  submit your additional documents.