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General questions about the DHL customer account

Frequently asked questions about the DHL customer account

In the DHL customer account you can manage your preferences for receiving parcels and use many functional features for your shipping.

  • You can keep track of all parcels at all times with the parcel announcement and the personal shipment overview.
  • You can administer the desired parcel services via the DHL customer account. Receive your parcels flexibly, for example at the Packstation or at a location of your choice.
  • The convenient shipping functions, such as address book and favorites, make franking even easier online.
  • The bonus program allows you to collect valuable points when sending and receiving parcels, which you can redeem for shopping or postage vouchers.

 Register free of charge and use all services.

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As a registered DHL customer, you benefit from a variety of free services, such as:

1. Parcel notification

We will automatically inform you about the expected delivery date of your shipments and you can keep track of all your parcels with the shipment overview.

2. Flexible parcel reception

For shipments addressed to your home address, you can use your DHL customer account to take advantage of the DHL preferred delivery services: 

This way, your shipments will be delivered as you wish and you will never miss a parcel again if you are not at home.

Receiving parcels at the Packstation or at a postal outlet

As a DHL customer, you can also send your parcels directly to a postal outlet or DHL parcel shop of your choice. Simply select one of many thousands participating postal outlets as your delivery address.

After registering for the Packstation, you can use more than 17,000 Packstations and Poststations nationwide to pick up and send your parcels - at most locations, completely independent of opening hours.

3. Convenient shipping options in the online franking

When sending parcels, you benefit from the following functions, for example:

  • The sender address is pre-filled
  • Create personal address book
  • Save shipping options as favourites
  • View last purchases

4. Bonus program: Collect and save bonus points

By participating in the bonus program, you collect valuable points when you send items via online franking and when you receive parcels, e.g. at Packstation, which you can redeem for postage vouchers and, depending on availability, seasonal shopping vouchers.

Register for free and use all services.

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You decide which services you want to use in your DHL customer account. You can change your settings any time under My Data and Services.

Delivery to a pickup location

For each new order, you have the choice of having the shipment delivered to a Packstation, postal outlet, parcel store or your home address. Simply enter the respective address as a deviating delivery address.

For deliveries to a DHL Packstation or postal outlet, simply specify the desired pick-up location and your post number in the delivery address. You can find all locations at www.dhl.de/locations.

Delivery to your home

If you have specified a filing location or neighbour in your DHL customer account for receiving your parcels, we will deposit your parcels there if we do not meet you at home. As usual, you can address these orders directly to your home address.

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The following requirements must be met in order to register for a DHL customer account:

  • Full legal capacity (age of majority, min. 18 years)
  • Residence in Germany or the EU

Tip: Specify up to four other members in your household so that they can use the neighbour recipient service. More information

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Yes, as a citizen of the EU or Switzerland without a residence in Germany, you can also register to use the Packstation/Postfiliale Direkt service in Germany.

After your customer account has been created, you must verify your identity via POSTIDENT.

Please note that your customer account can only be used to a limited extent while it is in this status. Some services, such as preferred drop-off location, preferred neighbour or preferred day, are only available within Germany.

To use the Packstation service, you also need the Post & DHL App, which you can download from the respective App Store/Play Store. Please note that Packstation is a service provided by Deutsche Post and DHL with locations exclusively in Germany. For this reason, the Post & DHL App is only available as a German-language version in the app stores.

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The post number is your personal DHL customer number, which is assigned to you after registering for a DHL customer account. The post number is generated automatically and is directly linked to your customer account, i.e. the number is not transferable. After registering, you can view the post number in your customer account.

You need the post number to receive parcels at a Packstation or a postal outlet. So if you order a parcel to a Packstation or postal outlet, you need to enter your post number in the additional address field of the delivery address when you place your order.

In addition, your post number facilitates the assignment of all other shipments to your customer account, regardless of whether your shipments are sent to a postal outlet or your home address. This way, you will receive a parcel notification and the shipment will automatically appear in your shipment overview and the Post & DHL App.

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You can find your post number, for example:

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No, the Post & DHL app can also be used without a DHL customer account.

However, registered customers benefit from many additional functions that are available to them in the app, such as

Shipment tracking

  • Automatic recording of incoming shipments in the personal shipment overview
  • As part of DHL Live Tracking: Parcel notification with a 90-minute delivery window and, for many shipments, an additional notification approx. 15 minutes before delivery
  • Digital notifications when your shipment is delivered to a desired location, neighbour or branch
  • Save and manage up to 100 shipments in the shipment overview

Franking

  • Synchronisation of DHL online franking shopping baskets with your DHL customer account
  • Store favourites in your DHL customer account for pre-filled address fields
  • Collect bonus points for parcel stamps that you buy in the app
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