Private Customers
Business Customer

Privacy Policy

High data protection standards are part of the Deutsche Post DHL Group's core brand and, like the security of our IT systems, are of particular importance for our business. As a company with global operations whose business model is based on connecting people and exchanging sensitive data, we see ourselves as having a particular responsibility in this area.

Protecting your personal data during the entire business process is very important to us. The information provided below is intended to give you an overview of how your data are processed.

General

The controller for this website and other DHL Paket products and services is

DHL Paket GmbH
Strässchensweg 10
53113 Bonn

The controller for Deutsche Post products and services is

Deutsche Post AG
Charles-de-Gaulle-Strasse 20
53113 Bonn

The controller for DHL Express products and services is

DHL Express Germany GmbH
Heinrich-Brüning-Strasse 5
53113 Bonn

You can contact the data protection officers of the aforementioned controllers at

Deutsche Post AG
Konzerndatenschutz
53250 Bonn
datenschutz[at]dpdhl.com

Personal data are any information relating to an identified or identifiable natural person ("data subject"); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person.

You enjoy the following data protection rights vis-à-vis the relevant controllers:

a) In accordance with Art. 15 GDPR, you can request information about your personal data processed by the particular controller.

b) You can request rectification in accordance with Art. 16 GDPR if your data are not (or are no longer) correct.

c) You can request the erasure of your personal data in accordance with Art. 17 GDPR.

d) In accordance with Art. 18 GDPR, you have the right to request a restriction on the processing of your personal data.

e) If the requirements of Art. 20(1) GDPR are met, you have the right to receive your data in a structured, commonly used and machine-readable format.

f) You have the right to object in accordance with Art. 21 GDPR if the processing of your data is based on a legitimate interest.

g) If you have given your consent to a certain type of processing, you can withdraw this consent at any time with effect for the future by informing the relevant contact addresses.

h) If you believe that the processing of your personal data violates data protection legislation, you have the right to lodge a complaint with the competent data protection supervisory authority in accordance with Art. 77(1) GDPR.

The competent supervisory authority for DHL Paket GmbH, Deutsche Post AG and DHL Express Germany GmbH with regard to postal and telecommunications services is:

The Federal Commissioner for Data Protection and Freedom of Information
Husarenstrasse 30
53117 Bonn

The competent supervisory authority for other data processing by the named controllers is:

State Commissioner for Data Protection in North Rhine-Westphalia
Kavalleriestrasse 2-4
40213 Düsseldorf

Please contact the relevant company at the addresses below if you wish to assert your data subject rights:

  • DHL Paket GmbH - please use the relevant contact form
  • Deutsche Post AG - please use the relevant contact form
  • DHL Express Germany GmbH - please send an e-mail to exp.de.privacy[at]dhl.com

Your personal data will be deleted or blocked by the particular company responsible as soon as the purpose of the storage ceases to apply. In addition, data may be stored on account of statutory or contractual retention periods. The data will also be blocked or deleted if a legally prescribed storage period expires unless there is a need for further storage of the data for contractual reasons. Please refer to the sections below for more information about retention periods associated with specific products and services.

The aforementioned controllers do not sell, transfer or pass on your data to third parties in any other way and will not do so in the future unless this is required by law, necessary for the purposes of the contract or you have consented to such transfer. For example, when providing postal services, your address data may be disclosed to companies involved in the transport process (e.g. courier service providers, customs service providers).

External service providers who process data on behalf of DHL Paket GmbH, Deutsche Post AG or DHL Express Germany GmbH (e.g. customer service activities, IT services) offer adequate guarantees that suitable technical and organisational measures have been implemented in such a way that processing is carried out in compliance with the requirements of the EU General Data Protection Regulation. They are contractually obliged to maintain strict secrecy in accordance with Art. 28 GDPR. In these cases, DHL Paket GmbH, Deutsche Post AG or DHL Express Germany GmbH continue to be responsible for the protection of your personal data. External service providers only process personal data on documented instructions of the relevant controllers.

For international shipments, your data will also be processed in a third country, i.e. in a country outside the European Union (EU) / European Economic Area (EEA), or they will be accessed from there. Specifically, this involves the recipient country of the particular shipment. This transfer of data is necessary for the fulfilment of the particular transport contract (e.g. delivery, customs clearance). Insofar as transfer to a third country is performed by the aforementioned controllers, this is only carried out on the basis of the DPDHL group data privacy policy, EU standard contract clauses or within the scope of the exceptions of the GDPR.

The aforementioned controllers undertake all necessary technical and organisational security measures to protect your personal data from misuse or loss. For example, your data are stored in a secure operating environment that is not accessible to the public. In certain cases, your personal data are encrypted during transmission using Secure Socket Layer (SSL) technology. This means that an approved encryption method is used for communication between your computer and the DPDHL servers, provided your browser supports SSL.

Should you wish to communicate by e-mail with one of the controllers, please bear in mind that the confidentiality of the information transmitted cannot be guaranteed. The contents of the e-mail messages can be read by third parties. The particular controller therefore recommends that confidential information addressed to them be sent by post.

The DPDHL Group Data Privacy Policy governs the data processing standards applicable throughout the Group with a special focus on third-country transfers, i.e. transfers of personal data to countries outside the EU that do not have a recognised adequate level of data protection. Please follow this link if you would like to learn more about the Group Data Privacy Policy:

Data Privacy Policy Summary (PDF)pdf (278,83 KB)

The content of this privacy policy is reviewed on a regular basis. The controllers reserve the right to modify the privacy policy at any time with or without prior notice. Please make sure to check for any changes on a regular basis.

Data processing when you visit our website

DHL Paket GmbH ensures that the data of visitors to this website are protected with the separate areas of DHL Paket and DHL Express. When you visit this website, the web servers temporarily store data for security reasons that may permit identification.

The following data are collected: IP address, hostname of the accessing computer, website from which you accessed this website, a list of the sites you visited within the scope of our overall Internet presence, the date and duration of your visit, notification of whether the visit was successful, volume of data transferred, information about the identification data of the browser type and operating system used by you. Other personal data such as your name, address, telephone number or e-mail address are not collected unless you provide these data of your own accord, e.g. when completing an online contact form, in the course of registration, a customer survey, a competition, contract processing or relating to an enquiry.

Temporary storage of this data is necessary during your visit to the website in order to allow the website to be delivered to you. Further storage in log files is performed to ensure the functionality of the website and the security of our IT systems. These purposes are also covered by a legitimate interest in data processing. This measure is undertaken on the basis of Art. 6(1)(f) GDPR.

The website is hosted by T-Systems International GmbH, Hahnstrasse 43d, 60528 Frankfurt am Main, which receives the aforementioned data as a processor.

The data are deleted as soon as they are no longer needed to achieve the purpose for which they were collected. For the provision of the website, this is the case when the session terminates. The log files (access logs) are kept for administrators to access directly and exclusively for a period of 24 hours. After that, they are only available indirectly through a restore from backup tapes and are permanently deleted after 30 days.

DHL Paket GmbH uses tracking software to determine how many users visit our website and how often. This software is not used to collect individual personal data or individual IP addresses. The data are used exclusively in anonymous and summary form for statistical purposes and in order to develop the website further.

"Cookies" are small files that allow specific information relating to you to be stored on your device while you visit this website. Cookies help to determine the frequency of use and the number of users who visit this website and to make our services to you as convenient and efficient as possible.

DHL Paket GmbH uses "session cookies" in accordance with Art. 6(1)(f) GDPR in order to optimise this website and ensure convenient and unimpeded use. These cookies are only stored for the duration of your visit to this website. They are automatically deleted when you close your browser.

Secondly, "persistent cookies" are used to record information about visitors who regularly access this website. The reason for using these cookies is to be able to offer you optimum user guidance as well as to "recognise" you and to be able to present you with as varied a website and new content as possible during recurrent use.

When you access this website, a cookie banner will inform you that by using our website you consent to the use of cookies. The legal basis for the processing of personal data using cookies for analytical purposes is Art. 6(1)(a) GDPR provided the user has given their consent. You of course have the possibility to deactivate the storage of cookies (see Handling cookies).

No individual profiling is performed on the basis of usage behaviour. The contents of a persistent cookie are limited to an identification number. Your name, e-mail address, IP address etc. are not stored.

Overview of the cookies used by the DHL.de website

The following overview provides detailed information on all cookies used on DHL websites:

Cookie Name Purpose Further information
  dhlpcp Duration: 30 days, cookies warning was accepted.  
  dhlah Duration: 365 days, collapse article (was viewed).  
  dhlolc Duration: 30 days, collapse overlay (was viewed).  
  eDeviceID The cookie is assigned to your browser and device individually when you visit dhl.de. Duration: 90 days.  
  eMeta The cookie will be created if you log into dhl.de and select "Remain logged in" or "Trusted device". You will remain logged in permanently. Duration: 90 days.  
  eToken This cookie makes user information available to the integrated sub-systems (shipment tracking, availability, online franking, bonus) in order to be validated there. Duration: 90 days.  
Fast Track cookie No fixed name
 This cookie is used to store both the last tracking number entered and the shipping method selected from the drop-down list when using our smaller Fast Track tracking applications on the Internet.
It is used to improve the functionality and usability of DHL websites.
It stores the previous tracking number and the previous shipping method selected from the drop-down list only until you return to the page and select other options in the same Fast Track tracking application.		 You can see the DHL Express Fast Track tracking-applications here.
Tab cookie No fixed name This cookie is used to store the last tab you selected on a page with a multi-view tab system.
It is used to improve the functionality and usability of DHL websites.
It stores the previously selected tab until you return to the page and select a different tab.		  
Adobe Site Catalyst web tracking cookie icSearchClickDetail This cookie collects information anonymously about which search result the user has clicked on that is then used to optimise the internal search function. It is a session cookie and remains in place until the next time the user accesses the site.  
Adobe Site Catalyst web tracking cookie s_cc This cookie is set and read by the JavaScript code to determine whether cookies have been enabled. It is a session cookie and will expire when the browser is closed.  
Adobe Site Catalyst web tracking cookie s_sq This cookie collects information anonymously about which link the user has clicked on in order to determine which links are used and which are not so as to improve the website. It is a session cookie and will expire when the browser is closed.  
Adobe Site Catalyst web tracking cookie loginLayerData This cookie collects non-personal information about the page where the user clicked the login layer and whether the user wishes to remain logged in.
This cookie is a session cookie and will expire when the browser is closed.		  
Adobe Site Catalyst web tracking cookie loginLayerRegister This cookie collects non-personal information about the page where the user clicked the register button.
This cookie is a session cookie and will expire when the browser is closed.		  
Adobe Site Catalyst web tracking cookie doiPromt This cookie collects non-personal information about the page where the user clicked the DOI prompt link.
This cookie is a session cookie and will expire when the browser is closed.		  
Adobe Site Catalyst web tracking cookie accountCompletion This cookie collects non-personal information about the page where the user clicked the complete basic customer account link.
This cookie is a session cookie and will expire when the browser is closed.		  
Adobe tracking s_vi This cookie is used to identify a unique visitor. Adobe Analytics uses cookies primarily to anonymously define new visitors, analyse clickstream data, and track historical activity on the site such as responses to specific campaigns or length of sales cycle. A unique visitor ID and time/date stamps are stored. Duration: 6 months.  
Adobe tracking s_fid This cookie is used to identify a unique visitor when the default s_vi cookie is not available due to third-party cookie restrictions. It is not used for implementations that use first-party cookies. A unique visitor ID and time/date stamps (fallback) are stored. Duration: 2 years.  
Adobe Target cookie mbox

Adobe Target uses cookies to enable website operators to test the relevance of online content and offerings to visitors.

Global Adobe Target opt-out

 You can find more information at Adobe
Business customer cookie GK-Cookie

This cookie records your customer number (EKP) and the user name you selected for the DHL business customer portal in encrypted form when you are redirected via the business customer area to the session timeout page of DHL.de. It is used to provide DHL Paket business customers with the best possible information and product offers at DHL.de. It stores the aforementioned information permanently until you actively decide to clear your browser cache or delete the cookie.

GK cookie opt-out

  
  AMCV_3505782352FCE-66F0A490D4C@AdobeOrg

This cookie is used to identify a unique visitor. Unique visitor IDs used by the marketing cloud are stored. The visitor ID service uses JavaScript to store a unique visitor ID in an AMCV_###@AdobeOrg cookie for the current website's domain, where ### stands for a random character sequence. Example: AMCV_1FD6776A524453CC0A490D44@AdobeOrg.

An array consisting of 3 encrypted, unique IDs containing the user data are stored, e.g.:

0: 1406116232%7CMCIDTS%7C18004-
%7CMCMID%7C360147205814169433-
90876674343640411286%7CMCAAMLH-
1554114660%7C6%7CMCAAMB-
1555489304%7CRKhpRz8krg2tLO6pgu-
XWp5olkAcUniQYPHaMWWgdJ3xzPWQ-
mdj0y%7CMCOPTOUT1555595724s%7-
CNONE%7CMCAID%7CNONE%7CvVersion%7C2.5.0

1: 5

2: 0

Duration: 6 months.

  
Adform & Consentric  

Our website uses cookie ID matching from Consentric Cookie with Adform. An Adform cookie will only be set for users who already have a Consentric cookie in their browser.
Deutsche Post AG's Consentric technology uses the Consentric cookie to determine statistics for cross-media utilisation. At no point are individual users identified by name. Their identity remains protected. Cookie matching is used to allow the service provider Adform to work with Deutsche Post AG's Consentric services.

The goal of these services is, firstly, to determine the activation performance statistics of physical advertising on a website. In concrete terms, this involves identifying how many of the people who received a catalogue (or other mailing) subsequently visited the website of the company concerned. Information about which micro-cell visited a participating website can, in turn, provide an impetus for sending physical advertising to the micro-cell recognised in this way. At no point are individual users identified by name. Their identity remains protected. You can object to data processing as part of the procedure described under one of the following links: Consentric opt-out or Adform opt-out

Please note: the system can only recognise that you no longer wish to be recorded based on the opt-out cookie set by you.

Deleting all cookies will also delete this cookie. In this case, we would ask you to cancel your participation in the procedure once again.

The Consentric procedure was developed in compliance with data protection regulations and was awarded the ADCERT Privacy Audit GmbH  data protection seal of approval.

  
  ratingDateCookie This cookie is used to manage customer satisfaction surveys on DHL websites. It records whether a survey has already been taken and ensures that the survey does not reappear immediately after participation. Duration: 1 year.  
  ratingDateCookieUni This cookie is used to manage customer satisfaction surveys on DHL websites. It records whether a survey has already been taken and ensures that the survey does not reappear immediately after participation. Duration: 6 months.  
  ANID, ID These cookies are set by DoubleClick to help build a profile of your interests and show you relevant ads on other sites.  
  akaalb_wwwdhldealb This is a cookie used by the Advanced Acceleration feature which enables DNS Prefetch, HTTP2 Push, etc.  
  check Cookie to keep the browser session alive.  
  s_ecid This is a copy of the Experience Cloud ID (ECID) or MID. The MID is stored in key-value-pair.  
  BrowserId This cookie is used to recognize several related requests from a user/browser and assign them to a chat session. Duration max. 1 year.  

 

We also set the following cookies if you use DHL Shipment Tracking (DHL Sendungsverfolgung):

Cookie Name Purpose Further information
  verfolgenCsrfToken This cookie contains the anonymous shipment list in the form of a session token. It stores the following information: shipment number, role, package routing slip ID and the date of inclusion in the shipment list. Duration: 25 minutes.  
Permanent verfolgen_SL This cookie contains the anonymous shipment list. It stores the following information: shipment number, role, package routing slip ID and the date of inclusion in the shipment list.  
Loadbalancer cookie lb-cookie This cookie contains the encrypted session ID. It is used by the portal to preserve the session. It is a session cookie and will expire when the browser is closed.  
  NOLSESSIONID This cookie allows the backend to identify the user's session. It is a session cookie and will expire when the browser is closed.  

 

We also set the following cookies if you use DHL Online Franking (DHL Online Frankierung)*:

Cookie Name Purpose Further information
  ofi.domain

 This cookie allows the backend to technically and easily identify the domain in which the user is currently operating. It is set on entry or based on URL parameters.
  ofi.lang

 This cookie allows the backend to technically and easily identify the language in which the user is currently operating. It is set on entry or based on URL parameters.
  ofi.ekp Saves the current marketplace of the user/session.  
  OFISESSIONID This cookie allows the backend to identify the user's session. It is a session cookie and will expire when the browser is closed. It is set by Tomcat.

 

We also set the following cookies if you use DHL Finder (location search):

Cookie Name Purpose Further information
  i18next This cookie is used to recognise the visitor's language setting. Our aim is to make your experience on the website more pleasant. The information is used to determine which language is suitable for the visitor, and the language is then set accordingly. The cookie collects the aforementioned information anonymously. It is only used confidentially within DHL to improve our website and the user experience. It is a session cookie and will expire when the browser is closed.  
  br_<primaryKey>

 This cookie serves to recognise a returning visitor as one and the same user. The information is used to determine whether this visitor has already submitted a rating for a site. The cookie collects the aforementioned information anonymously (individual visitor ID, time/date stamp). The cookie will expire after 24 hours.  

 

We also set the following cookies if you participate in the DHL Rewards Programme (Bonusprogramm)*:

Cookie Name
 Purpose Further information
  dhlbuip Duration: 60 minutes, stores user ID in order to display reward points
  

 

Handling cookies

You can also use our products and services without cookies. In your browser, you can deactivate the saving of cookies, limit them to certain websites or set your browser so that you are notified as soon as a cookie is sent. You can also delete cookies from your PC at any time (file: "cookies"). However, please note that in this case you may expect limited page presentation and user guidance.

Most web browsers allow browser settings to manage most cookies to a certain extent.

Please visit the following page for detailed information about cookies, including about how to determine what cookies have been set and how to handle and delete them:
All about cookies

You can visit the following website for further EU-specific recommendations on cookies and the various opt-out choices:
Your online choices

Click on the following Adobe Analytics opt-out link if you wish to switch off general web tracking by Adobe Analytics:
Adobe Analytics Opt-Out

If you previously chose the opt-out and would like to undo this setting, click the Adobe Analytics opt-in link below:
Adobe Analytics Opt-In

You can also disable some or all of the advertising cookies set on your computer by visiting the Network Advertising Initiative (NAI) or the preferences manager of meine-cookies.org.

Not all access to our website is via a web browser. Some users access DHL websites or applications with a mobile device. It may not be possible to disable cookies or change browser settings in this case.

DHL Paket GmbH offers you an improved user experience on this website by integrating Google Maps as part of shipment tracking, location search and delivery to Packstation/branch.

  • Shipment tracking: for some shipments we offer a live tracking function that allows you to follow the path of your shipment live on a Google Maps map.
  • Location search: you can use the DHL Finder on this website to search for our branches, Packstations and parcel shops, which are displayed on a Google Maps map.
  • Delivery to Packstation/branch: within tracking, you will see an option to redirect your shipment to a Packstation or branch if you are not going to be at home at the time of delivery. You can select the appropriate Packstation/branch on a map from Google Maps.

We use Google Maps from Google Inc. (Google Ireland Limited, Gordon House, Barrow Street, Dublin 4, Ireland) to display the map. The following data are transmitted to Google for this purpose:

  • Referrer (address of the page where Google Maps is used)
  • IP address of the user
  • Google account (if the user is logged into Google, this will be recognised and assigned)
  • The browser used and browser preferences such as browser size and resolution, browser plugins, date, language setting
  • User's location: only if the user explicitly confirms the browser prompt "Should www.dhl.de be allowed to access your location?"

Data processing is performed on the basis of Art. 6(1)(f) GDPR. DHL Paket GmbH has a legitimate interest in visualising DHL locations in the best possible way for customers, as one in ten website visitors makes a search query during their visit to the website. In the context of location search, the map also offers the customer the option of displaying the route from the customer's location to the branch/Packstation. This service would not be possible without a map display.

Only the search address entered by the user is passed on during the location search. There is no link or storage between the search input and the user.

To Google's privacy policy

Products and services

You can obtain additional detailed information by clicking on the particular product:

DHL Paket GmbH offers you a chat function on some pages of this website so that it can answer your questions about certain products and services quickly and in the best possible way. When you ask a question in the chat, an application (chatbot "Marie") tries to answer your questions in a partially automated manner. The system responds with keyword-based answers, gives a link recommendation for the relevant website, recommends a contact via a different channel or passes your request to a member of staff in a live chat. Should DHL Paket GmbH receive an enquiry from the area of responsibility of Deutsche Post AG, it will be forwarded to Deutsche Post for further processing.

Depending on your request the following categories of data can be processed within the chat functionality:

  • Chat history as transcript
  • Shipment number (including internal shipment data)
  • Name
  • Address
  • E-mail address
  • Phone number
  • Usage data (e.g. chat start, chat end, chat duration, chat performance data)

All the questions you ask in the chat will be stored for a maximum of 2 years in order to train the system and to be able to respond better to chat requests in the future. They will subsequently be irrevocably erased. Personal data are not stored and not analysed. Usage data such as chat duration, time stamp of messages and number of user dialogues are only stored for statistical purposes and a maximum of 2 years.

We process your data to address your request and to manage and improve our business and service processes. In the first case this is done on the basis of your consent (legal basis is Art. 6 para. 1 sentence 1 a GDPR), in the second case on the basis of our legitimate interest (legal basis is Art. 6 para. 1 sentence 1 f GDPR). You can revoke your consent at any time by deactivating the cookies in the consent management section. To do this, open the "Use of cookies" section on this page and select "Cookie settings".

The "Marie" chatbot is operated by Salesforce (Salesforce.com, Inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States) under a data processing contract.

Salesforce runs the systems on its own servers in the European Union and currently some parts of the system with Amazon Web Services, Inc., 410 Terry Avenue North, Seattle WA 98109, USA ("AWS"), also in the European Union.

For more information please consult Salesforce's privacy policy and AWS' privacy policy.

This website contains contact forms for both DHL Paket GmbH and DHL Express Germany GmbH that can be used to contact the desired company electronically. If the user makes use of this option, the data entered in the input mask are transmitted to the relevant company and processed accordingly.

The personal data provided by you (e.g. first and last name, e-mail address, telephone number, address, comments, customer number, information on the weight and dimensions of a shipment, delivery documents, invoice-relevant information, information required for customs clearance) are processed exclusively for the technical administration of the web pages and to fulfil your wishes and requirements - i.e. primarily to process either contracts concluded with you or your enquiries. In addition, within the scope of processing a customer request, data processing may also be performed, for example, to create a customer account, accept and process a transport order, cooperation or registration of a service.

Provided that no statutory or contractual retention periods need to be observed, your request will be stored for a maximum of two years with the relevant controller as proof of proper processing and for the purpose of further optimising services.

The data will be processed primarily for the purpose of fulfilling the contract in accordance with Art. 6(1)(b) GDPR and to protect legitimate interests in accordance with Art. 6(1)(f) GDPR. A legitimate interest on the part of DHL Paket GmbH or DHL Express Germany GmbH consists in particular in ensuring a smooth process flow, processing customer requests, direct marketing of its own products and services and continuously improving them.

DHL Paket GmbH offers its customers the opportunity to register for a DHL customer account on its website by entering personal data. The personal data are entered in an input mask, transmitted to DHL Paket GmbH and stored. Registration requires, in particular, e-mail address, password, security question and answer, first name and surname, address, telephone number and date of birth to be processed. The data are not disclosed to any other third party.

Registration for the DHL customer account is required firstly for the provision of certain content and services on this website (e.g. use of the Packstation) and secondly for the fulfilment of a contract, in particular the fulfilment of service bookings (e.g. sending the parcel announcement) as well as shipment-related and permanent DHL receipt preferences (e.g. delivery of parcels on a day selected by the customer).

When DHL recipient services are used, a DHL customer account contains information about the storage locations for parcels in the customer's absence (preferred location), desired delivery day (preferred day), desired delivery time window (preferred time), first name and surname, street and house number of another person who is to accept parcels in the customer's absence (preferred neighbour), branches, parcel shops or Packstations to which a customer wishes to redirect their parcel (local rerouting), the customer's registration number and, if applicable, other data required for boot delivery (e.g. make of car), parcel box data for buyers/owners of a parcel box (temporarily stored configurations, order data e.g. delivery address, vouchers).

The data (e-mail or telephone number) provided to the deliverer in the context of an expression of interest regarding the preferred location service will be used exclusively for sending the notification concerning the preferred location initiation. The legal basis is Art. 6(1)(b) GDPR (implementation of pre-contractual measures). The data will be deleted immediately after sending the notification.

The use of shipment-related and permanent recipient services is regulated in our General Terms & Conditions, which the customer confirms when creating the customer account. A non-registered customer who uses the shipment-related recipient services must confirm the General Terms & Conditions each time.

AGB DHL Versand- und Empfangsoptionen (German)pdf (115,92 KB)

The processing of personal data associated with registration and booking of DHL recipient services primarily serves to perform the contract in accordance with Art. 6(1)(b) GDPR. Furthermore, data processing is carried out in order to meet legal obligations in accordance with Art. 6(1)(c) GDPR in connection with contract performance.
Finally, the aforementioned data categories are processed in connection with our security concerns (e.g. to detect criminal offences and misuse) and to ensure the security of the DHL customer account (e.g. identification during customer service provision). DHL Paket GmbH has also undertaken the following measures to ensure the security of customer accounts:

  • Prompt for a security question and answer as part of the registration process that allows customers to reset their password and identify themselves to customer service.
  • Prompt for a change of password every three months and information on the possibility of 2-factor authentication. 2-factor authentication informs the customer by e-mail when their customer account is accessed from a new browser or device. Access must then be verified with a login code.

Changes to customer data and the use of the customer account are also logged for security reasons. Data processing is performed in accordance with Art. 6(1)(f) GDPR to ensure security and smooth contract processing.

Users of a DHL customer account can also sign up to the DHL Paket GmbH rewards programme immediately on registration or subsequently under My Data and automatically collect reward points for selected services and products. We use the data collected under the DHL rewards programme (e.g. postal number, shipment number, services, e-mail address, voucher type) to credit reward points to your rewards account and for marketing purposes. As a participant in the DHL rewards programme, you may receive promotional information and interesting offers from us, including about our rewards. The data processing associated with this primarily serves to fulfil the contract in accordance with Art. 6(1)(b) GDPR and to safeguard legitimate interests in accordance with Art. 6(1)(f) GDPR. DHL Paket has a special legitimate interest in providing advertising information and attractive offers, including those relating to our rewards.

You can terminate your participation in the DHL Paket GmbH rewards programme at any time without having to observe a period of notice, thereby commissioning the erasure of your data. Notice of termination can be sent by e-mail to paket[at]dhl.de or by letter to DHL Paket GmbH, Kundenservice Paket, Postfach 148, 57549 Mudersbach.

If you are already a customer of DHL Paket GmbH, Deutsche Post AG or DHL Express Germany GmbH, your address data (e.g. name, address) will be processed to inform you about offers, news, products and services of the particular company in question.

Alongside an existing consent, the relevant controller processes your e-mail address solely in order to provide you with information on their own and similar products where this is permitted by law. For example, DHL Paket GmbH or DHL Express Germany GmbH sends e-mails that you or others have requested, such as parcel notifications. Similarly, you may receive important usage instructions for product, service or system information as well as details of your particular customer account with DHL Paket GmbH or DHL Express Germany GmbH by e-mail. The legal basis for this processing is Art. 6(1)(f) GDPR. The processing of customer data for our own direct marketing purposes is carried out within the scope of the legitimate interest of the particular company in question. You have the right to object to such processing at any time. In order to exercise your right, simply contact the company in question using the contact details provided above.

Customers of DHL Paket can subscribe to free information by e-mail in the Customer account section of this website and DHL Express customers in the Info & know-how section. During registration, the e-mail address provided by the customer is transmitted to DHL Paket GmbH or DHL Express Germany GmbH. The user's e-mail address is collected for the purpose of delivering e-mails. If you register to receive information and news from DHL Paket GmbH or DHL Express Germany GmbH by e-mail (consent), the companies in question are each entitled to process your e-mail address for this purpose.

In addition, if you grant consent, e-mails (e.g. newsletters, delivery notifications) will be personalised in order to provide you with offers and services tailored to your interests and preferences as well as specific tips on the products and services of DHL Paket GmbH, Deutsche Post AG or DHL Express Germany GmbH. We also make contact for market research purposes - including a customer satisfaction survey on the aforementioned services and products. To this end, for example, controllers will process your master data (e.g. name, address) as well as information on the use of the particular services (e.g. total number of shipments, desired time and place of delivery time) together with, if applicable, your data from the DHL Paket GmbH rewards programme (e.g. award of reward points for goods and services used, discount amount, place and time of the transaction) and information on the use of subscribed e-mail communication (e.g. opening the newsletter, orders placed from the newsletter). The legal basis for this data processing is your consent in accordance with Art. 6(1)(a) GDPR. You may stop receiving information and news by e-mail at any time by clicking on the relevant link at the bottom of the e-mail. You can also withdraw consent at any time with effect for the future using the contact address of the particular companies provided above.

If you unsubscribe from e-mail communications or withdraw your consent, the corresponding data will be removed or blocked from the mailing list and will no longer be processed for these purposes. Your e-mail address is included in a blocking list at the particular company in question in order to protect the legitimate interests of the relevant controller in accordance with Art. 6(1)(f) GDPR. The legitimate interest lies in not sending you any information by e-mail in future.

The controller performs a measurement of success as part of the e-mail distribution process. For example, a record is made of whether an e-mail has been opened and if links in the e-mail have been clicked on. The analyses serve to identify the reading habits of users and to adapt content to them or to send different content according to users' interests. The legal basis for this data processing is Art. 6(1)(f) GDPR. This data processing for our own direct marketing purposes is carried out within the scope of the legitimate interest of the particular company in question.

As part of the services provided by DHL Paket GmbH, Deutsche Post AG or DHL Express Germany GmbH, in particular transport and logistics services, personal data are processed on the basis of contracts concluded with you or the senders. These data are used, for example, to execute a (transport) contract, to administer customer data, to process payments and, where necessary, to perform credit checks. Certain shipping data are provided to the authorities of the country of transit or destination - depending on relevant legal requirements - for the purpose of customs clearance and taxation or for security checks. Such data generally include the name and address of the sender, the name and address of the recipient, a description of the goods, the quantity, weight and value of the consignment.

In order to fulfil a (transport) contract, personal data of the sender and (alternative) recipient (e.g. name, address of the sender and (alternative) recipient, e-mail address, telephone number, shipment information, delivery documentation, such as signature, GPS data and time of the delivery event, bank data, identification data) are processed.

As a general rule, the legal basis is Art. 6(1)(b) GDPR, since processing is carried out for the performance of a contract in which you are (indirectly) involved and for proof of the correct delivery of the service. Furthermore, data processing is carried out in order to meet legal obligations in accordance with Art. 6(1)(c) GDPR in connection with contract performance.

The sales departments of DHL Paket GmbH and DHL Express Germany GmbH process personal data in addition to business data in order to implement pre-contractual measures and for sales purposes. These data are contact details of the particular contact person of the interested party or customer (name, business e-mail address and telephone number) as well as information on the planned annual shipment volume and shipment structure. All other shipment and personal data stored as part of the business relationship (e.g. quotation calculation, contract processing, invoicing) are linked to the purpose of contract fulfilment. The legal basis for processing these data is Art. 6(1)(b) GDPR and Art. 6(1)(f) GDPR. The legitimate interest of DHL Paket GmbH or DHL Express Germany GmbH lies in particular in providing optimum and customer-specific service.

DHL Paket GmbH, DHL Express Germany GmbH or Deutsche Post AG process the data collected in the course of implementing the contract for (data) security purposes (e.g. to detect criminal offences or misuse), to produce statistics and for quality assurance, process optimisation and planning reliability to the extent permitted by law. The controller has a legitimate interest for this processing in ensuring the smooth operation and continuous improvement of the particular products and services. In the opinion of the controllers, there is no overriding interest worthy of protection, since the intensity of the processing operations is extremely low, e.g. through the use pseudonyms. The legal basis for this data processing is Art. 6(1)(f) GDPR.

Your personal data provided on the order form will be forwarded to the participating retailers, who will subsequently process them to carry out the order. The data include your contact details and preferred location information. The legal basis for the processing is pursuant to Art. 6(1) sent. 1(b) GDPR (performance of a contract).

1. Introduction
Deutsche Post AG is pleased to welcome you to our Facebook fan page, thank you for your interest in our company, products and services. In the following document, we would like to inform you about certain issues related to data protection laws that apply when you visit our fan page.

  • Our fan page was provided to us by Facebook in accordance with valid terms of use. Facebook is solely responsible for the technical operation of the fan page.
  • We are solely responsible for the content that we post on the page.
  • Your visit and your interaction on our fan page are tracked by Facebook. This information will be provided to us in anonymized form (as page insights). If you have a Facebook account, Facebook will process your data in accordance with Facebook’s own terms of use. If you are not a member of Facebook, your interactions on our fan page will be anonymously tracked and will also be provided to us in the form of statistical analysis (page insights). Both Facebook and we are jointly responsible for processing personal data in events related to page insights (insight data).
  • Pursuant to the agreement between Facebook and us (a page insights addendum), every joint controller shall fulfill its information obligations on its own.
  • You may exercise your rights as the data subject (see Item 4) by contacting the officer responsible for insights data. Should we receive an inquiry that falls into Facebook’s area of responsibility, we shall forward it to Facebook for further processing.
  •  We have no say in Facebook’s processing of the data. Furthermore, we possess no information regarding the degree, purposes and length of time that Facebook will store the data and possibly evaluate, link and transmit the information to third parties. If you would like to contact us directly, i.e. without the participation of Facebook, please use the contact details on our website.
  • You will find additional information regarding data processing for which Facebook is solely responsible in Facebook’s data policy and cookie policy.

2. Who is responsible for data processing?
Deutsche Post AG, Charles-de-Gaulle Str. 20, 53113 Bonn, Germany, is responsible for the information it posts and also for its processing.

You can reach our data protection officer(s) at

Deutsche Post AG
Corporate Data Protection
53250 Bonn, Germany
datenschutz[at]dpdhl.com

Facebook Ireland Ltd, 4 Grand Canal Harbour, Dublin 2, Ireland, and Deutsche Post AG are jointly responsible for processing the personal data in events for page insights (Insights data). Collective processing is based on an agreement between the joint controllers pursuant to Article 26 GDPR, which you can view at: Information on Page Insights

3. Which data do we process, and how and why do we process your data?

3.1 Data processing of page insights for statistical purposes
For our fan page, Facebook provides us with page insights. Page insights are anonymous statistics that are generated as a result of certain events and are tracked by Facebook when a fan page visitor such as you interacts on our fan page. We can use the page insights, which contain no personal data, to see which content is particularly accessed by which group of individuals. We can also use these data to optimize our fan page itself. This represents a legitimate interest for processing (processing of personal data in events for page insights). The legal basis for data processing related to page insight is Article 6 (1)(f) GDPR.

You can adjust your Facebook ad preference settings in your Facebook account.

3.2 Data processing resulting from contacting us and from other communications
We ourselves do not collect personal data when you get in touch with us by using a contact form or Messenger, among other options. This data is processed exclusively for the purpose of responding to the inquiry, for establishing contact, for the associated technical administration and, unless other statutory or contractual retention periods apply, will be used for a maximum of two years to prove correct and proper processing and for further optimization of services.

Our legitimate interest is to properly address your matter as quickly as possible. The legal basis for the processing is Article 6 (1)(f) GDPR. If the contact is initiated for contract inception or conclusion, Article 6 (1)(b) GDPR will serve as the legal basis.

If you provide us with personal data on our fan page (e.g., as part of comments), this process shall be conducted on the basis of your consent in accordance with Article 6 (1)(a) GDPR. You may revoke your consent at any time with effect for the future. If you would like to exchange personal data with us, we recommend that you contact our customer service.

Data is also collected for the purpose of holding and processing competitions. The respective details, such as which data is processed for which purpose, can be found in the data protection notices and terms and conditions of the respective competition.

3.3 Data processing for direct marketing purposes
We process personal data in order to inform you about our offers, innovations, products and services. Personal data are processed for direct marketing purposes within the context of our legitimate interests. The legal basis for this data processing is Article 6 (1)(f) GDPR. You have the right at all times to object to the processing for direct marketing purposes (see Item 4). Once your objection has been expressed, your personal data shall no longer be processed for these purposes.

4. What rights do users have?
Under the GDPR, data subjects shall have the following rights:

  • Under Article 15 GDPR, they have the right to receive information regarding the personal data that are processed by the respective controller
  • They may request a rectification under Article 16 GDPR, provided that their data are not or are no longer correct.
  • Under Article 17 GDPR, the data subjects may demand that their personal data be erased.
  • Under Article 18 GDPR, they have the right to demand a restriction on the processing of their personal data.
  • If the conditions of Article 20 (1) GDPR have been met, the data subjects have the right to receive their data in a structured, commonly used and machine-readable format.
  • Under Article 77 (1) GDPR, they have the right to lodge a complaint with the responsible data-protection authority.
  • Under Article 21 (2) GDPR, you may at any time object to the processing of your personal data for direct marketing purposes.
  • Under Article 21 GDPR, the data subjects have the right to object, provided that their data are processed on the basis of a legitimate interest in terms of Article 6 (1)(f) GDPR (see Items 3.1 and 3.2) and provided that they can cite grounds relating to their own particular situation. You can lodge an objection with our Facebook customer service by stating your contact details, the specific processing to which you are objecting, the grounds for objection arising from your particular situation and the name of the fan page.

or in the case of an objection to the processing of page insights for statistical purposes (see Item 3.1) with Facebook. Should we receive an inquiry that falls into Facebook’s area of responsibility, we shall forward it to Facebook for further processing.

If you wish to exercise data subject rights against Facebook, please contact Facebook Ireland Ltd., 4 Grand Canal Harbour, Dublin 2, Ireland. You may exercise these rights online by using the contact form provided on the Facebook site.

If you would like to exercise your rights as a data subject in dealings with us, please use the contact data included in Item 2.

If you send shipments via a Packstation, it is possible to receive proof of posting for your shipment by e-mail. DHL Paket GmbH requires your e-mail address in order to send you proof of posting by e-mail. The legal basis for data processing is Art. 6(1)(b) GDPR, since the processing is necessary for the performance of the contract. Your e-mail address will not be disclosed to third parties and will be erased after 7 days.

On its website, DHL Paket GmbH offers its business customers the option of concluding a DHL Paket business customer contract online or arranging a telephone appointment by entering personal data. The personal data are entered in an input mask on dhl.de and transmitted to DHL Paket GmbH in SSL-encrypted form on conclusion of the contract and stored.

The following data are processed when a contract is concluded or a telephone appointment is arranged (mandatory fields are marked with *):

  • Company: Company name*, legal form*, street*, house number*, postcode*, town*, VAT ID, commercial register number, local court, webshop URL
  • Owner/managing director: Form of address*, surname*, first name*, telephone*, e-mail*
  • Shipments: Number of domestic parcels (per year)*, number of international parcels (per year)*, climate neutral shipping with DHL GoGreen
  • Bank details: Account holder*, IBAN*, BIC*
  • Contact person (* if selected): Form of address, surname, first name, telephone, e-mail
  • Alternative collection address (* if selected): Company name, legal form, street, house number, postcode, town
  • Alternative billing address (* if selected): Company name, legal form, street, house number, postcode, town.

Customer personal data are processed for the purpose of contract initiation, processing and fulfilment as well as for compliance with legal requirements (e.g. Section 257 of the Commercial Code (HGB), Section 147 of the Fiscal Code (AO)). The legal basis for the processing of personal data is Art. 6(1)(b) and (c) GDPR.

No data are disclosed to third parties, except briefly and without being stored, for authentication of the bank account by means of the TÜV-certified immediate verification procedure of Sofort GmbH.

Should the process of concluding the contract be interrupted, or the contract terminated due to a timeout, data entered on this page by the customer will be stored by DHL Paket GmbH for 30 days when the "Continue to your individual shipping costs" button at the bottom of the first page of the form is clicked on. These data are only stored for the purpose of assisting the customer and restoring the data already entered by the customer so that they can easily continue conclusion of the contract at a later date. To this end, the system will send them an e-mail 24 hours after the process of concluding the contract online was aborted containing a link that can be used to continue conclusion of the contract without data having to be re-entered. This data processing is carried out in order to safeguard the aforementioned legitimate interests of DHL Paket GmbH and is based on Art. 6(1)(f) GDPR.

If a business customer contract is concluded with DHL, personal data collected via the online customer acquisition process on dhl.de will be archived for a further 10 years after termination of the business relationship in accordance with legal requirements.

If no business customer contract is concluded with DHL despite registration, personal data collected via the online customer acquisition process on dhl.de will be erased after 60 days. If you wish to exercise your right of objection - in particular to the use of your data for advertising purposes - please send an e-mail with the following subject line "Request for erasure from mailing list", stating your company name, to the following address: geschaeftskunde[at]dhl.de.

With DHL online franking, Deutsche Post AG enables you to purchase DHL shipping stamps for the national and international shipment of your parcels and packages yourself. Personal data of the person buying the DHL shipping stamp as well as of the sender and recipient of the shipment are processed (e.g. type of shipment, type of product, additional services, collection address, name and address of the sender and recipient, postal number of the sender/recipient, telephone number of the recipient if applicable, details of the customs declaration if applicable, e-mail address of the sender and, if applicable, of the recipient, method of payment) for the purpose of contract processing and fulfilment as well as compliance with legal requirements (e.g. Section 99 of the Code of Criminal Procedure (StPO), Section 40 of the Postal Act (PostG), Section 257 of the Commercial Code (HGB), Section 147 of the Fiscal Code (AO)). Depending on which product or service you have ordered, the shipment data is sent to the companies involved in the provision of postal services (here: DHL Paket GmbH, DHL Express Germany GmbH) in order to ensure the proper delivery of the shipment. The legal basis for the processing of personal data is Art. 6(1)(b) and (c) GDPR.

Various payment methods are offered when purchasing the DHL shipping label.

Deutsche Post AG has commissioned payment service provider Unzer E-Com GmbH with the settlement of payment transactions by credit card, instant bank transfer or direct debit. If you pay by credit card or direct debit, the data required to process the transaction will be collected and processed by the payment service provider. The legal basis for data processing is Art. 6(1)(b) GDPR, as data processing is necessary for payment and thus for the performance of the contract. In the case of instant bank transfers, Unzer E-Com GmbH uses the services of Sofort GmbH, whereby the data required to process the transaction is transferred to Sofort GmbH by Unzer E-Com GmbH.

More detailed information about instant bank transfers can be found in SOFORT GmbH's data privacy statement or on the Klarna website.

If necessary, your data will be transmitted to a credit agency to protect the legitimate interests of Deutsche Post AG in order to carry out an identity and credit check. This is particularly the case if Deutsche Post AG makes advance payment and bears the economic risk (e.g. in the case of payment by direct debit). The legal basis for data processing as part of a credit check by a credit agency is Art. 6(1)(f) GDPR.

In addition, there is the option of processing the payment transaction using the online payment service PayPal. The European operating company of PayPal is PayPal (Europe) S.à.r.l. & Cie. S.C.A. 22-24 Boulevard Royal, 2449 Luxembourg, Luxembourg. If you choose PayPal as the payment method, your data required for the payment process will be transmitted to PayPal. By selecting this payment option, you consent to the transfer of personal data required for payment processing. The following data is routinely transmitted to PayPal: name, address, company, e-mail address, telephone and mobile number, IP address. In order to process the contract, such personal data are also required that are related to the particular shipping order. The legal basis for data processing is Art. 6(1)(b) GDPR, as the processing of the data is necessary for payment by PayPal and thus for the performance of the contract.

Furthermore, the customer has the option to conclude a billing agreement with PayPal during the payment process. In this context, no personal data are exchanged with Deutsche Post AG. The data transmitted to PayPal may be transmitted by PayPal to credit agencies. The purpose of this transfer is to check identity and creditworthiness. The applicable data protection policy of PayPal can be accessed here.

Deutsche Post AG does not store any payment details besides the name of the payment service provider used and anonymous IDs. The entire handling of payments and the use of the payment data required for this purpose are performed exclusively by the payment service providers.

Finally, processing is also carried out for the purposes listed below:

  • In connection with security concerns (e.g. for the purpose of detecting criminal offences),
  • For the purpose of preparing statistics,
  • For the purposes of quality assurance and process optimisation, and
  • Planning certainty

Deutsche Post AG has a legitimate interest in this in order to ensure smooth processing and to constantly improve its products and services. In the opinion of Deutsche Post AG, there is no overriding interest worthy of protection, since the intensity of the processing operations is extremely low, e.g. through the use of pseudonyms. The legal basis for this is Art. 6(1)(f) GDPR.

The DHL Paketkasten, placed directly in front of your door, means you can receive parcels at home at any time. To ensure convenient and secure receipt, the DHL delivery agent then places your shipments in the parcel box or collects returns and pre-franked parcels. When purchasing and using the parcel box, your personal data (e.g. first and last name, contact data, contract information, billing information, postal number, DHL Paketkasten ID) are processed for the purpose of fulfilling the contract on the basis of Art. 6(1)(b) GDPR. Furthermore, data processing is carried out in order to meet legal obligations in accordance with Art. 6(1)(c) GDPR in connection with contract performance.

A DHL Paket GmbH parcel notification informs you free of charge about the expected delivery date of the parcels you have ordered to your home address. Furthermore we inform you in case of a delay in delivery or if we did not meet you upon the delivery. DHL Paket GmbH requires your e-mail address in order to be able to notify you by e-mail of the expected delivery day for and the whereabouts of your shipment. Parcel notification is a part of DHL Paket services that are activated as an integral element of the contract when you register with DHL Paket. The processing of the e-mail address for the purpose of parcel notification is carried out for the performance of a contract on the basis of Art. 6(1)(b) GDPR. If you are not a registered DHL customer, DHL Paket GmbH will receive your e-mail address from the sender of the shipment if they wish to use DHL Paket GmbH's parcel notification service. DHL Paket GmbH subsequently processes the e-mail address for the sole purpose of sending you the parcel notification. The legal basis for this is Art. 6(1)(f) GDPR. The processing of the e-mail address for the purpose of parcel notification is carried out in order to deliver the shipment as quickly and as efficiently as possible. Every parcel notification includes an opt-out for future parcel notifications.

You can use DHL Paket GmbH's shipment tracking service to track shipments addressed to you or sent by you, and also view the expected time of delivery. For tracking, simply enter your shipment number and the current status of your shipment will be displayed. You will also receive all important detailed information about your shipment. In addition, the sender or recipient can also receive further information about the shipment in question by e-mail or SMS. For this purpose, the e-mail address or mobile phone number of the recipient of the notification can be stored and the notification activated. In this context, the person entering the data must ensure that the notification recipient agrees to the processing of e-mail address, mobile phone number and notification.

The following data are processed as part of shipment tracking: shipment number, name and address of the sender, name and address of the recipient, e-mail address of the sender/recipient if applicable, name and address of the alternative recipient if applicable, customer data of the sender, product or service name, shipment history, signature of the recipient, confirmation that a minimum age has been checked (over 16/over 18).

The data are processed for the purpose of fulfilling the contract on the basis of Art. 6(1)(b) GDPR.

In selected cases, you will be offered live tracking for your parcel in DHL shipment tracking. As part of live tracking, you can follow the route of your parcel live on a map on the day of delivery.

It is also possible to track national express shipments from DHL Express Germany GmbH via the shipment tracking function on this page.

We use Google Maps to display a map during live tracking; see the section on Google Maps.

Shipping confirmation is provided free of charge by DHL Paket GmbH to inform the sender or recipient that the shipping label for your shipment has been successfully generated and that your shipment has either already been passed on or will soon be passed on to DHL Paket GmbH. DHL Paket GmbH requires the e-mail address of the sender or the recipient in order to be able to notify you by e-mail of the shipping confirmation for your shipment. DHL will receive the particular e-mail address from the sender of the shipment if they wish to use DHL Paket GmbH's shipping confirmation service. DHL Paket GmbH subsequently processes the e-mail address for the sole purpose of sending the shipping confirmation. The legal basis for this is Art. 6(1)(f) GDPR. Processing of the e-mail address for the purpose of the shipping confirmation is carried out in order to inform you that your shipment has been or will soon be passed to DHL Paket GmbH.

* This application is only available on the German part of this website.

Updated: 10/02/2020