FAQs for European Road Freight Shippers

To apply for a DHL customer number, you need to have a registered business with a corporate identity number.  If you have this, contact our Shipping Experts to get started (Monday-Friday 08.30-13.00 / 13.30 - 18.00).

For international shipment, you can send most kinds of goods including small parcels, pallets, long goods, full truck loads and more. We have products that suit different types of goods and needs.

Please check our Road Freight page to find out information about the size and weight for each service. If you have any questions, please feel free to contact your local DHL Freight experts.

Please read DHL Freight's General Terms and Conditions; page 10 and 11, to find out what you cannot ship with DHL Freight. Please also read product specific terms and conditions for concerned product.

You can find all the terms and conditions on our Help Center documents page.

DHL Freight transports dangerous goods in accordance with national and international ADR regulations. Please note that transport schedules for dangerous goods need to be arranged separately so contact us directly and we can quickly set up a suitable solution for your needs.

Visit our dangerous goods and prohibited items page for more on this subject.

For international shipments, DHL Freight specializes in the transport of merchandises to businesses. For shipments to individuals please contact DHL Express at: 0825 10 00 80.

For domestic shipments, please contact our shipping experts for more information.

It depends on your shipping requirements, distance, size and weight of goods, insurance and the current surcharges in your country. Please contact us to get a quote.

If you are sending a commercial shipment with a commercial value but the cost of sending the shipment is being paid by someone else other than the shipper or receiver, this is called 3rd party billing.

CMR Convention (Convention on the Contract for the International Carriage of Goods by Road) is a United Nations convention that relates to various legal issues concerning transportation of cargo by road.

Based on the CMR, the International Road Transport Union (IRU) developed a standard CMR waybill.

For international shipments, the CMR waybill is prepared in three languages. When checked by customs and police, a transport document must be present when the shipment is transported.

This is when cargo is moved between a point of origin and a destination without it entering the country where the shipper is registered.

Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 10 EUR) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend.

For our domestic product, a basic insurance to cover loss or damage is included in the freight price. If the value of your goods is higher, you can sign an additional insurance.

Learn more about DHL Cargo Insurance.

Freight forwarders and carriers have limited liability under international conventions for loss or damage to customer goods. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. DHL Cargo Insurance covers the ‘gap’ between our "standard" liability and the full value of your goods.

We handle every shipment with great care but accidents outside of our control can happen. Natural disasters such as floods may also impact your shipment. DHL Cargo Insurance is a cost effective way of protecting your goods and giving you peace of mind. After all, most people have never suffered a fire at home but continue to insure their homes against the risk.

As is common in our industry, we are a limited liability company. Our liability is dictated by International Transport conventions such as ’CMR’, or local law, which will usually equate to only a fraction of the value of your goods, because it is assessed on weight. We must also have been found to be negligent in our handling of your shipment.

With our insurance you get:

• Our own Cargo Insurance specialists sited globally to ensure the highest service quality
• Broader coverage than most other insurance policies
• No Deductibles or Excesses for you to pay
• Competitive rates, especially if you buy an Annual Policy
• No ‘claims administration’ – we handle all the paperwork on your behalf
• Claims settled within 30 days on average

Our scale means we bundle thousands of insurance demands together so we can cover higher risk profile business. Also our in-country and sector expertise means we can help you lower your risks.

Simply contact your local DHL Freight representative, who will guide you through the claims process and help you gather all of the necessary information.

Please review the details on our How to Prepare a Claim instruction page.

Yes, read more about DHL Cargo Insurance.

If your company does not have a contract with DHL Freight, please contact us to get a quote.

The price of transport is based on several parameters, for instance; weight, size, distance and agreement with DHL. Contact our Shipping Experts to get started (Monday-Friday 08.30-13.00 / 13.30 - 18.00).

If you are a current customer, please get in touch with your local DHL Freight representative or terminal.

To apply for a DHL customer number, contact our Shipping Experts.

You create your shipping documents in your booking- or TA-system.

Read more about online shipping at our Online Tools introduction page.

The transit times can be calculated online with our transit time tool. Simply enter the collection and delivery postcodes in to get transit time for your shipment.

All assignments are carried out according to: 

• Product specific product or optional service conditions  
• DHL Freight's General Terms and Conditions 

Individual cases according to agreed terms.

For international shipments, if you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid.

See our lead times if DHL Freight Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.

For a part load or a full truck load (PTL / FTL), we can offer DHL Freight Chartering.

The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment. If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

Our online tools give you the power to manage and track your shipments from dispatch to delivery.

For full details please visit our Online Tools introduction page

If you have not sent your shipment yet, you can use Transit Time Calculator to find out transit times from postcode to postcode.

If your shipment is already on its way and you want to know exactly where it is, you can track your shipment online with our road freight tracking tool

DHL Freight offers pre-ordered pick-up by arrangement. You are welcome to apply for a pre-ordered pick-up at your address by contacting your DHL Freight sales contact.

DHL Freight collects goods weekdays between 7.00 -17.00 excluding holidays.

For international shipments, you are welcome to drop-off your shipment at one of DHL Freight's terminals.

For domestic shipments, check with our Shipping Experts, if you can drop-off your shipment at one of DHL Freight's terminals.

Please be aware the consignment needs to be packaged and marked with shipping documents.

Please contact us and we will help you.

If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

Yes, you are welcome to our depot to pick up your shipment.

Please contact us upfront, and we will prepare the shipment for pick-up.

If your shipment is already booked for delivery, please contact us with your request and we will investigate and get back to you.

To track your shipment, simply enter the DHL Shipment Number (either the DHL Order Code or Consignment ID you received from us when booking your shipment) in our online road freight tracking tool.

Customers can also use DHL Active Tracing or via your TA-system.

For international shipments, terminal-based shipments will be traceable with our tracking tools in the evening of the same day it has been picked-up at the sender. If more than one day has passed since the pick-up date and there is no trace available, please check with the sender if the goods were sent. If so, please contact us; provide goods description and other detailed information. 

Non-terminal-based shipments do not have the same traceability. 

For domestic shipments, usually it is similar in that you can track your parcel in the evening of the same day it has been picked-up. If more than one day has passed since the stated pick-up date and the consignment still cannot be traced, we kindly ask you to ensure with the sender that the goods have been collected.

If your shipping number has 10-digits, please call DHL Express on 08 25 10 00 80. 

If you have a reference of 2 letters, 9 numbers followed by 2 letters, please contact DHL eCommerce at 01 80 14 63 32.

If a shipment cannot be located and needs to be traced, this is done for up to 30 days (60 days for international shipments). Subsequently, the matter is handed over to our claims department.

The vast majority of shipments are delivered according to our timetable. Our Transit Time Tool provides an estimated delivery time but is not to be seen as a time guarantee and deviations may occur. Delivery should take place within the next few days.

For international shipments booked with our DHL Freight Eurapid product, you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

First, check the tracking status of your shipment with our road freight tracking tool.

This gives you full visibility regarding your shipment's transit status.

For more detailed information, please get in touch with your local DHL Freight customer service.

First, check the tracking status of your shipment with our road freight tracking tool.

This gives you full visibility regarding your shipment's transit status.

For more detailed information, please get in touch with your local DHL Freight customer service.

For international shipments sent with DHL Freight EuroConnect, there is a value added service notification and if that is booked, DHL will contact the recipient for delivery by appointment.  If no one accepts the goods at the delivery attempt, the goods will go back to our terminal and we will contact you to arrange delivery by appointment. Deliveries to consumers are always delivered by appointment but may vary country to country in respect of delivery attempt, notification etc.

For international shipments sent with DHL Freight Eurapid, there are no notifications and contact does not normally occur before delivery. 

You need the shipment number or order code and ID.

In order to retrieve a shipment that is addressed to a business, the person who receives the shipment needs to be able to present current shipping number and identification.

You can follow your shipment step-by-step with our road freight tracking tool that provides up-to-date information on your shipment's location.

The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment.

If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

First, check the tracking status of your shipment with our road freight tracking tool. This gives you full visibility regarding your shipment's transit status.

Check the number of parcels received against the specified number on your shipping documents. If the numbers are correct, please contact the sender. 

If the numbers do not match, the remaining part of the shipment is expected to be delivered to you by the next delivery day. 

If the shipment includes the additional service notification, we will contact you before the next delivery. 

For more detailed information, please get in touch with your local DHL Freight customer service.

Ask the driver to note the damage on the consignment note/PDA before signing the delivery, otherwise you will accept the goods in the existing condition. 

Subsequently, a complaint must be reported to DHL by the freight payer in the country where it is payable. Complaints must be reported to your local DHL Freight customer service.

If you do not want to receive the shipment because of the damage, you have the right to refuse the delivery before you sign for the shipment.

If goods are lost or damaged during transport and damage is externally visible, please make a note on the waybill or transfer documents when the shipment is received.

Please also get in touch with your local DHL Freight customer service.

Claim of a hidden damage must be made within 7 days of delivery.

If you are the freight payer, photograph the damaged goods and report a claim.  Please inform the party you ordered the goods from.

If you wish to make a claim, please photograph the damaged goods and attach them to the DHL Freight claim form. Visit our how do I prepare a claim page. There you will find information on how and when to prepare a claim. 

A claim should be made to the carrier with all enclosures within 7 days of receipt of the goods.

Get in touch with DHL Freight Customer Service and we will help you.

Get in touch with DHL Freight Customer Service and we will help you.

Please get in touch with your local DHL Freight customer service for a quick fix.

Our credit period is 30 days. If you have further questions regarding the credit period, please contact your sales contact at DHL Freight.

DHL Freight does not provide direct debit services.

Contact our DHL Freight Customer Service for more information (Monday-Friday 08.30-13.00 / 13.30 - 18.00).

An invoice fee will be added to your invoice if sent by post. DHL Freight offers free PDF invoicing via email.

DHL offers free PDF invoice via email.

Please visit our online tools area for more details about eBilling.

You can also get in touch with your local DHL Freight customer service to learn more.

Please get in touch with your local DHL Freight customer service for a quick fix.

A commercial invoice is the invoice used when goods are sold, specifying details of the goods sold.

Proforma invoice is the invoice used for customs for goods you do not invoice, for instance; warranty goods, samples, promotional items, gifts, return goods and advertising goods.

For export and import outside of EU, the goods are subject to customs duty. The customs authority requires correct information in supporting documents such as the commercial or proforma invoice. The following information below must be included on the invoice:

• Seller 
• Buyer 
• Invoicing date 
• Invoice number 
• Delivery terms  
• Type of goods or commodity 
• Number of packages  
• Gross weight 
• Value including currency

The HS or tariff code and country of origin to/from Switzerland and United Kingdom is a requirement. Shipping to United Kingdom also requires the netto weight. Where applicable, the VOEC-number and UK VAT-number (if Supply VAT) should be stated on the invoice.

Note that proforma invoice can only be used when the goods are not sold and should contain the text: "No charge. Value for customs purposes only."

You can use a proforma invoice for goods that are not sold, for instance gifts, warranty goods, samples, returns, advertising items, etc.

In other cases, a commercial invoice is needed.

Ensure that the documentation is correct and that the invoice complies with customs guidelines. The documentation must always be submitted together with the booking via email (refer to the shipping number) or by attaching it in your booking or TA system where possible.

Failure to provide correct documents may result in longer lead times and additional charges and eventually the shipment might be returned.

The customer is responsible to issue the correct documents for each shipment. Documents needed may vary depending on the type of goods, the export and/or the importing country. 

The documents that are generally required are the commercial invoice but other supporting documents are needed where it is relevant, for instance declaration of origin, Export Accompanying Document (EAD), licenses, certifications, etc. The documents need to be submitted electronically via the booking- or TA system (where applicable).

We need supporting and correct documents to be upload in the booking- or TA-system.

If export to Switzerland, and you have declaration of origin with no authorization number or using EUR1, original documents need to be posted to DHL Freight. 

The invoice copy and other documentation can be submitted with the booking in some TA systems.

When the goods are exported to a country outside the EU, the buyer may not have to pay customs duty or get a tariff reduction. The prerequisite is that it can be proved that the product has its origin in the EU for instance. The proof is done by a declaration of origin. For more information, please contact local Customs.

If exporting to Switzerland, and goods are of EU or Swiss origin and customs authority number is missing, the original documents must be posted to DHL Freight.

If the value of the goods exceeds EUR 6000, a EUR1 can be used if you do not have a customs authorization number.

EUR1 is handled by the Chamber of Commerce.

Electronic copies of your documents, such as commercial invoice, need to be submitted with your booking or separately soon after by email to fr.freight.monserviceclient@dhl.com

Please prepare your non-EU parcel shipments with proper Customs Documentation. 

If exporting to Switzerland and you have a declaration of origin with no authorization number or using EU1, the documents need to be posted to DHL Freight.

In some cases, original documents are needed, for instance if export to Switzerland, and declaration of origin (if authorization number is missing) or EUR1 is used. If so, the original documents need to be posted to DHL Freight:

DHL Freight (France) S.A.S 

19, boulevard du Courcerin 

TSA 74319- Lognes-ZI Pariest 

77312 Marne la Vallée Cedex 2 France

If DHL Freight does not receive the correct documents, the shipment will not be further transported. As soon as correct documents have been sent, the shipment can be further processed. Please submit your documents as soon as possible in order to avoid delays and surcharges. If correct documents are not submitted, the shipment may be eventually sent in return to shipper..

Yes, DHL can perform most services within customs from export and import clearance to consolidated customs clearance.

Consolidated customs is a value added service but requires a separate agreement. Please contact your sales contact.

You can also get in touch with your local DHL Freight customer service to learn more.

Follow the link to find out more about DHL Corporate Responsibility.

As the world’s largest logistics service provider, we have a special obligation to minimize the negative impact of our business on the environment.

Follow the link to find out more about Environmental protection program GoGreen

At the core of the Group-wide GoHelp program is the strategic disaster management partnership with the United Nations (UN), which has made the Group an important player in the worldwide humanitarian community.

Follow the link to find out more about Disaster management – GoHelp.

As one of the largest employers worldwide DHL Group has established its Group-wide program GoTeach as a way to improve educational opportunity for young people and prepare them for the working world.

Follow the link to find out more about GoTeach.