Express Customer Service FAQs
Sending a parcel is easy. Find out how to send your parcel.
The DHL Tracking page can provide up-to-date information on your shipment location.
If you have a VAT number and ship frequently, we highly recommend you to open a DHL account. This offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by credit card.
In the unlikely event that a Time Definite Delivery misses its scheduled delivery through our fault, you should contact your local customer service department who will arrange a credit for you.
If your shipment failed to arrive, it is important that you contact customer service with an accurate description of the goods and their packaging as soon as possible. Our “found shipment centers” hold on to items that were not properly addressed or that became detached from their packaging. It is possible that they will be able to reunite you with your shipment. If this fails, please contact customer service
to file a report.
Please note that damage to goods in transit is frequently the result of inadequate packaging.
Due to the size of the door openings on our vans and planes, we ask that a shipment does not exceed 120 cm in dimension. We will be pleased to advise and arrange carriage of any larger items for you. In addition, for the safety of our couriers, we require notification of shipments over 50kg in weight.
You will have to discuss this with the vendor. It depends on the type of commodity you are purchasing, the value of the goods, how the vendor labels them for customs purposes and what country you are importing them into. If customs imposes a charge DHL will pay this in the first instance, however you are advised to pay this, whether or not you accept delivery of the goods.
Absolutely! DHL has unrivalled experience of international shipping. Please contact DHL Sales to discuss your needs.
Please be aware that when purchasing goods via internet sites, some or all of these goods may not originate in your home country. When goods are not sent domestically or within a single customs union, you are liable to pay any inbound duties and taxes which your local Customs authority deems appropriate. Duties and taxes are most typically not included in the price of the goods you purchase online.
DHL pays the Customs authority on your behalf any duties and taxes that are due on the goods, when they enter the country. This simple process ensures that our courier can deliver your goods in shortest possible transit time. Please note that we only release the goods to you upon the full repayment of any duties and taxes that were paid on your behalf.
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- Optional services
- Fuel Surcharge
- Surcharges for Exceptional Activities
- Shipping Dangerous Goods
- Shipping Goods With or Containing Lithium Batteries
- Packaging Advice
- Order Supplies
- DHL Express Import Guidelines: Belgium
- Calculate your Volumetric Weight online
- DHL Express Prohibited and Restricted Items
- Working Together to Deliver
- Restricted goods
- DHL’s role
- Classifying goods
- What Customs service can DHL provide
- Customs Process in Europe
- Import Control System
- Valid Goods Discriptions
- Customs Brochure
DHL is committed to delivering your shipments with speed and care. Shipments are handled frequently as they pass through many facilities across the world. In order to make sure your shipments arrive in the best possible condition, here are packaging tips and helpful advice on preparing your shipment.
Note: When you choose to drop-off your parcel at a DHL Service Point you will receive a free DHL BOX.
- Under-filled boxes may collapse, use cushioning materials to avoid loose contents
- Always use high quality wrapping and cushioning/filler materials
- Overloaded boxes may burst
- Do not exceed the weight specification of the shipment packaging
- Avoid using damaged packaging materials
- Always remove old labels and stickers when reusing boxes
- Repack any gifts, as decorative wrapping is not suitable for shipping
- Fragile items should be well cushioned from all sides
- Protect data and media discs/tapes with cushioning or protective bags
- Protect edges and sharp points with heavy, well-secured edge protection
- Use heavy-duty double-layered cardboard for valuable items
- “Fragile” and “Handle with Care” stickers are no substitute for careful packaging
- Keep your packages dry while awaiting a courier pickup
- Provide Shipper and Receiver addresses clearly and completely on labels and stickers
- An extra address label placed inside the package is a good precaution
- All packages must be sealed, but remember that they can be opened by Customs authorities for inspection