Customer Service

Has your parcel been mixed up with someone else's? Please report via our chat that your shipment has been mixed up. Then the necessary information will be requested and we will immediately get to work for you.

Does track and trace state that your parcel has been delivered, but didn't you receive anything? Don't worry, there are a couple of things you can do.

Check with the neighbors
It may be the case that our courier has delivered your parcel to your neighbors or in an (external) mailbox, but forgot to pass this information on. Just to be sure, please check if this has happened in your case and if your closest neighbors have received your order.

Your parcel is often still on its way
Did your neighbors not receive anything either? Then we advise you to wait one working day. In many cases when your order seems to be delivered in track and trace, but you did not receive it, it will still be delivered to you the next working day. This means the online status of your parcel may not be correct, but your shipment is actually still on its way to you.

Still haven't received anything?
If your parcel has not been delivered to your mailbox or to your neighbors, please contact the sender, such as the online shop where you placed the order. They will initiate an investigation into your shipment with DHL. The sender also has additional shipment information that is relevant to the investigation. If you are unable to resolve the issue, please contact us.

If you don't have the code to collect your parcel from a DHL Locker, please go through the following step-by-step plan.

1. Check your spam
Check your email junk folder. The email with the collection code sometimes ends up in your spam.

2. Double check the location
Check whether your package has really been delivered to the locker. It is possible that our courier has moved to another (manned) DHL ServicePoint. For example, because the locker had a malfunction, or because there was no compartment available to fit your shipment. Therefore, please take a good look at track and trace to see at which collection point your parcel is located. For a manned DHL ServicePoint you do not need a pick-up code.

3. Contact customer service
Was your shipment delivered to a locker and was the code not in your spam? Then please chat with our customer service. Make sure you have the shipment number at hand. Our customer service will make sure you receive a pick-up code as soon as possible.

Is your shipment taking longer than expected? We understand that this can be frustrating. We are working hard to deliver your package to you on the expected delivery date. However, due to the high volume of shipments we process daily, this is not always possible. We will make every effort to deliver your package as soon as possible.

Shipment has been stationary for an extended period or appears to be missing
It is not ideal for your package to remain stationary for an extended period of time. In such cases, it is best to contact the shipper. But what if the package has already been handed over to DHL? - In that case, we also advise you to contact the sender. They will initiate an investigation into your package. The sender also has additional package information (such as physical characteristics and size) that is important for the investigation.

My parcel is missing. What can I do and what can I expect?
If your parcel cannot be found, it is the shipper who can claim any potential compensation. Please note that the carrier's liability is limited. The amount of compensation depends on the destination: for a domestic shipment within the Netherlands, it is €3.40 per kg, and for an international road shipment, it is approximately €10.00 per kg. 

About laws and regulations
These compensations are determined by Dutch law for road transport within the Netherlands and by the CMR Convention for international road transport. The following laws and regulations describe the compensations for shipments that are sent uninsured:

- Book 8 of the Dutch Civil Code, article 1105 and decision pursuant to article 1105, for shipments within the Netherlands;
- The CMR Convention for international shipments.

Go to track and trace on this website and pinpoint the location of your parcel. Easily trace your parcel with the shipping number that you received from us or the online store where you placed your order. That way, you're always up to date.

Track my parcel with track and trace
Follow your parcel abroad
 

Yes, you can do this in track and trace as soon as we have received your parcel and have processed it in our sorting center. Usually this is on the evening or morning before we make it to your door. You will then be able to move the delivery time to a different moment. Alternatively, you can have the parcel delivered to a neighbor or a ServicePoint. We can also leave your parcel at a safe place around your home, also known as Agreed Place. 

No changes possible?
Sometimes you cannot change the delivery or choose from all options. For example, if you have to sign for receipt, or if your parcel is already on its way to a DHL ServicePoint nearby. Customer Service can then also no longer make any changes, so there is no need to contact them. You can change the delivery day or time per shipment 3 times, after that it is no longer possible.

Despite our high quality standards, damages to shipments do sometimes occur in the shipping process. If we find this is the case, we will not deliver the parcel to you. 

Did our courier not notice any damage to your shipment? Or is the contents of the shipment damaged? We are sorry to hear that. Then please contact the shipper as soon as possible, for example the webshop where you placed your order. The sender can then claim a compensation at DHL. The sender can provide you with a suitable solution, such as sending a replacement shipment or refunding your purchase.

Are you the shipper of a damaged shipment? Please report the damage as soon as possible.

If our courier reported that you were not at home, while you actually were home, we understand that this is frustrating. If this happens multiple times at your address, please report this to our customer service. We will use your report to prevent recurrence in the future.

Complaint about delivery
Do you have a complaint about the delivery of your parcel? Our customer service will be happy to help you! 

Parcel delayed or lost
Does it look like your parcel has been delayed for or lost? In this case it is best to contact the sender. They will arrange for an investigation into your shipment. The shipper has additional parcel information, which is important for the investigation.

Should a parcel really not arrive, then it is also the sender who claims compensation and subsequently can offer you a suitable solution.

Delivery preferences allow you to specify how you want your future parcels to be delivered. Simply enter your delivery preferences in My DHL, and we’ll try to deliver according to your preferences. This can be at a DHL ServicePoint in your area, if you’re away from home often. Or even in your garden shed, if that works for you. If you prefer another location for a delivery, simply change your delivery preferences in My DHL or via track and trace.

Delivery preferences FAQ

With the My DHL app you can prepare your parcel for departure in no time. First click on 'Create new shipment', select the weight of your parcel (maximum 20 kg) and make sure it does not exceed 80x50x35 cm (l-w-h). Enter your own details and those of the recipient. You can pay with iDEAL or credit card. Now only your shipping label: print, stick on your package, done.

Prefer not to create your label online? An employee at a nearby DHL ServicePoint can assist you as well. There is an additional fee of €1 for this service.

Start shipping
Download the app
 

If you send a parcel with DHL, you need to print your own label. Don't have a printer at home? Then choose the 'Printless' option while creating your shipment. Drop off your parcel at a DHL ServicePoint and have the QR code scanned on your phone. Then we do the rest.

Do you want to drop off your shipment at a DHL Locker? Then unfortunately printless shipping is not possible. Shipping with a QR code is currently only possible for parcels within the Netherlands.

Start shipping

You can send a parcel within the Netherlands from as little as €3.70 and an envelope from €3.15. From €10 we’ll deliver it across the border. You can easily get your shipment ready for sending online, and paying is simple and safe with iDEAL or credit card. You can select from the following options and services:

Additional services

Your parcel may weigh no more than 20 kg with minimum dimensions of 11 x 15 x 3,5 cm (L W H) and maximum dimensions of 80 x 50 x 35 cm (L W H). If you ship more than 10 parcels per day, ask us for a rate quote.

Start shipping

Shipping abroad
If you do not have a business account, DHL eCommerce provides Standard shipping to non-customs countries within the EU.

Shipments to dutiable countries
Are you creating a shipment to a dutiable country? Then you automatically select the 'Fast' option when creating your label. Different rates and conditions apply.

Standard parcel dimensions
A parcel can be a maximum of 80x50x35 cm (lxwxh). The minimum size is 11x15x3.5 cm (lxwxh).

Weight
The maximum weight of a standard parcel is 20 kg.

Letterbox parcel
A letterbox parcel has maximum dimensions of 38x26.5x3.2 cm.

Envelope
An envelope measures a maximum of 38x26.5x3.2 cm, and may weigh between 50 and 500 grams.

What if my parcel is larger or heavier?
Unfortunately, we cannot transport parcels that are larger or heavier than the mentioned maximums for customers without a business account. 

Within the EU
If you do not have a business account, DHL Standard allows you to ship to countries within the EU.

See our international rates

Other countries
Are you creating a customs-dutiable shipment? Then you automatically choose the 'Fast' option when creating your label. Different rates and conditions apply.

High value, low weight? Insure your valuable shipment
DHL eCommerce always handles your shipment with care. However, sometimes things go wrong. That is why sometimes it is a good idea to insure your package. This means the value of your package is protected against damage or loss, without a deductible, at an attractive premium.

Consumer Insurance brochure

Our terms
Insuring your package? Please keep in mind these terms and conditions, among others:
•    Hand in your package at a DHL ServicePoint, where a counter clerk will accept and scan it. That means you can't do this at a DHL locker or self-scan.
•    The packaging of your parcel must be suitable for the shipping and sorting process.  
•    We cannot deliver your insured package to an Agreed Place.
•    You cannot insure products that are forbidden to ship. You can find the list of these items here. 

Start shipping

Parcel damaged or last?
Is your parcel damaged or lost in transit? Please contact our customer service, for example via livechat.

If your parcel is not insured
Did you know you are almost always protected against damage and loss of your parcel when shipping? For every shipment, there is a standard compensation of €3.40 per kilogram – you are legally entitled to this. These compensations are determined by Dutch law for road transport within the Netherlands, and by the CMR Convention for international road transport. The following laws and regulations describe the compensations for shipments that are not insured:

• Book 8 of the Dutch Civil Code, article 1105 and decision pursuant to article 1105, for shipments within the Netherlands;
• the CMR Convention for international shipments.

Certain rules apply to the content of your parcel. As a shipper, you are supposed to know what products you can and cannot ship. For security reasons we do not ship the following items:

• Alcoholic beverages
• Art, antiques, and precious stones and precious metals
• Money, coins, debit cards and credit cards, SIM cards, securities, and valuable documents such as passports
• Products that can spoil
• Food and medicine (unless allowed to be transported unconditioned and the items are properly packaged)
• Human organs and human remains, including ashes
• Animals (including insects), parts of animals (also fur and ivory) and hunting trophies
• Plants, except flower bulbs, seeds and tubers
• Christmas trees
• Fertilizer 
• Excise goods to destinations outside the Netherlands
• Dangerous goods (chemicals, paint, batteries, perfume etc.). 
• Parcels with an inherent defect which, because of their nature, can damage people, merchandise, or equipment.
• Products whose transport is legally prohibited in the country of origin, transit, or destination
• Products that require special facilities, safety precautions, or permits
• Products that can be considered offensive, such as pornography or goods that are politically sensitive, must be packaged correctly and the packaging may not be perceived as provocative
• Prohibited items such as firearms, explosives, military equipment, etc.
• Illegal goods such as counterfeit products
• Watches with a value of €5.000 or more
• Unaccompanied baggage
• Manure, fertilizers and plant food, not dissolved in water. Both organic and artificial fertilizer
• Narcotics/drugs and products related or similar to them, including (but not limited to) drugs/substances/products subject to the Opium Act and/or products containing CBD (Cannabidiol), both natural and synthetic
• Goods, software and technology that may have military applications or contribute to the production or proliferation of weapons of mass destruction (for example, nuclear weapons, chemical warfare gases or biological weapons). These are "dual use" goods as described in EU regulations 428/2009 and 2019/2199.

If you have sent a package with DHL and it arrived at the recipient's address damaged, we apologize for the inconvenience. To be eligible for possible compensation, it is important to report the damage to DHL as soon as possible: report visible damage immediately upon receipt and non-visible damage within 7 days.

If you have insured your shipment, if according to the insurance terms and conditions, you will be reimbursed for the replacement value and transportation costs up to €500. For more information about our insurance, please refer to our website.

If you are the recipient of a damaged shipment, please report the damage to the sender as soon as possible.

If you are sending a parcel with a high value, we recommend that you take out insurance. You can easily do this online when creating your shipment.

The key benefits of insurance with DHL:

• You will be reimbursed for the replacement value and transportation costs, up to €500.
• Easy process: simply tick the option when sending your package online or in the My DHL app. Even when you send your package from a DHL ServicePoint, you can insure your shipment.
• No deductible.

More information about our insurance

Do you want to return a shipment? Most companies and webshops have a return policy. They determine how you can return a package, who pays for it and whether it has to be done via a certain carrier.

Often you will receive an included return label in the order or you can follow a number of steps via a return portal of the webshop. In some cases it is also possible to return a package printless (via a QR code). If you have questions about returning your purchase, please contact the company or webshop where you placed your order.

Do you have to create and pay for the return yourself? Then create a new shipping label yourself.

Start shipping

To return a parcel, you hand it in at a DHL ServicePoint. Please note that printless returns are not possible at a DHL Locker.

In some cases we will pick up the return shipment at your location. We do this for certain shippers who will inform you in advance about this option.

You can follow a return shipment via track and trace.

Return shipment process
A return shipment which is sent back to the company or webshop where you placed your order, usually takes three working days. Do you see the status "Ready to send to the sorting center"? Then the shipment is still in the process of sorting. The status "Shipment returned to sender" means that the parcel is on its way to the sender. Usually you will see that the shipment was delivered after three working days.

Webshop processes your return
The fact that you see the return shipment in our track and trace on delivery, does not mean that the sender has already processed your return administratively. Many companies and webshops take a certain period of time to do this. It is therefore quite possible that our track and trace shows that your return has been delivered, but that the webshop cannot yet confirm receipt. But no worries, please wait for this process to complete.

Do you have questions about the status of the processing of your return? Please contact the sender. We do not have information about the processing of your return by the sender.

At the door
Do you not want to accept a parcel, but immediately send it back to the sender? Tell our courier that you refuse the shipment when he is at your door. He then takes it back with him and ensures that it is returned to the sender.

In advance
You cannot refuse the shipment before the courier is at your door. If your order is still very recent, you can ask the sender if they can still cancel your order. Has the parcel already been transferred to us by the sender? Then we automatically make a delivery attempt. In that case, refusing at the door is your best option.

We can only pick up a return shipment from your home if the original sender instructs us to do so. Please ask the company or webshop where you purchased your order if they can arrange for the shipment to be picked up from you. Some senders work together with DHL and can arrange a pick-up for you.