How to Prepare a Claim

If goods are lost or damaged during transport and damage is externally visible, clearly note the waybill or transfer document with details of loss or damage when shipment is received
If the loss or damage is not visible until packages are opened, make a written complaint to the carrier within 7 days of receipt of the goods

Your claim may be submitted in any suitable format but it should include the following information:

If you have purchased Cargo Insurance from DHL Freight, please provide invoice copy and proof of payment
Identified transport event
Transport reference
Route (from where to where)
Waybill copy
When shipment was collected for transport
When shipment was delivered (if applicable)
Description of the damaged or lost goods
Weight of damaged or lost part of goods (actual weight of the goods)
How and by whom the damage was discovered
Your contact details
Photographs of the packaging and the damage to the goods, if possible before unloading when shipment is still in the transport unit (pictures should show damage and if possibly cause of such damage)
Substantiated value including purchase costs, estimate for repair, etc.

Please provide this information and all enclosures to us within 7 days of receipt of the goods.