FREQUENTLY ASKED QUESTIONS

Firstly, check the FAQ's on this page - many of the most common queries can be answered here.

If you would like to talk to one of our advisors regarding your delivery, please call 02476 937770. Our team are available to help you Monday to Friday 7am - 8pm, Saturday 8am - 6pm. Please have the shipment number and delivery postcode to hand to assist with the enquiry.

You can also contact us online by filling in this form.

The shipment number is the number allocated to your parcel and is typically 14 numerical digits.

If your shipment number contains both letters and numbers, please go online to track.dhlecommerce.co.uk and enter your shipment number and postcode.

If you have not been provided with this information, the sender of the parcel will be able to give these details.

If you're waiting for a parcel, you can track the parcel here.

Please refer to our parcel tracker document for an explanation of the status of your delivery.

On the morning of the delivery, a 1 hour delivery window will be provided. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification.

If we have not been provided with this information, you can view the delivery window by going to our track a parcel page and entering your shipment number and delivery postcode.

In the event that your parcel has been sent on a service that requires a signature at the specified delivery address and there is no-one at home, the driver will leave a calling card. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification confirming this.

The card and notification will direct you to dhlparcel.co.uk where using the track a parcel function will give you the options available

This will include one or more of the following options:

• Leave in a safe place
• Leave with a neighbour
• Collect from a DHL eCommerce UK ServicePoint
• Collect from the DHL eCommerce Depot
• Change delivery day

On the day of delivery you are able to select to receive a 'You're next' notification when the driver is one stop away, typically 5-15 minutes before the delivery.

This is available either from the link on the 1 hour delivery window notification, or you can opt for this notification by visiting the track a parcel area.

Our driver will make all attempts possible to let you know that they have arrived to deliver your parcel, but sometimes may still miss you.

Please do check the calling card as the driver will leave this to indicate if your parcel has been left with a neighbour, left safe, or to advise that delivery will be re-attempted the following working day. 

If you have received one of our calling cards on a Saturday, please note that your delivery will automatically be reattempted on Monday. There is no requirement for you to contact us unless you wish to reschedule to an alternative day.

The driver will be unable to come back to you today as they may already be outside of your area.

To view our complaints process, please click here. 

Customs duty applies if the item is valued over £135 

• Whether duty is payable will depend on the rules of origin - if the item was made and manufactured wholly in the EU and proof of origin can be provided by the shipper to satisfy customs, no import duty will be payable. If not, then customs import duty may be charged at the point of delivery 

Value added tax (VAT), a sales tax, has always been applied to items from the EU. Before Brexit you would have paid the local VAT as part of the purchase 

• If the item is valued under £135, VAT will automatically be added by the seller as part of the purchase and no further payment will be required.
• If the item is valued over £135, UK VAT, which is 20%, will be charged at the point of delivery and is not included as part of the purchase

Value added tax (VAT) applies if the gift is valued over £39

• If the item is valued over £39 UK VAT, which is 20%, will be charged at the point of delivery

If your parcel is being delivered by DHL eCommerce UK and duty and taxes are payable you will receive an email from Trans Global Freight Management Ltd. This is the authorised customs clearance agent for DHL eCommerce UK. 

• The email will come from Ecommerce.Payments@trans-global.com 
• The subject will be Customs clearance for your parcels 
• The email states who the sender of your parcel is and that your parcel has been shipped by DHL eCommerce UK Ltd 
• The email will detail the import duty, import VAT and the admin fee. The admin fee is charged to cover the costs incurred in processing the parcel through customs
• There will be a secure payment link provided for you to make payment
• The parcel can only be held for 14 days
• Payment in full is required before the parcel can be released for delivery

Firstly, please contact our Customer Service team. If our team have not been able to resolve this for you, please contact the sender of your parcel.

This information may help: https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

You will receive a notification to the mobile phone number we have been supplied with by His Majesty's Passport Office when we have received your passport.

Our driver will attempt delivery between 07:00 - 20:00 Monday to Friday. A 1 hour estimated time of delivery will be available to you from our track a parcel page.

If there is no-one available to accept delivery, in most cases our driver will post through your letterbox. Someone will need to be available to accept delivery if:

• The building is multiple occupancy without direct access to your individual property
• The property has a post box outside rather than a letterbox
• The property has a gate/fence which prevents access;
• The property has no letterbox

How can I keep updated about when you will deliver?

Download our app and opt to receive in app notifications. As part of your profile you can add delivery instructions for our driver and let us know the what3words for your address.

I've received a calling card. What happens next? 

We will attempt to redeliver your passport the next working day. We can only deliver to the address provided by His Majesty's Passport Office. 

You can arrange to collect your passport from your local DHL eCommerce UK depot by selecting the 'Collect from depot' options from our track a parcel page.

The collection will be from the next working day. Once you have selected your option, the page will display the address, opening times, directions and list identification that can be used to take with you.

I've moved since I ordered my passport. Who do I need to contact?

If you have moved, please contact us on 02476 937 770 so we can stop the delivery to your previous address.

You will need to contact His Majesty's Passport Office directly to change the delivery address. You will need to send evidence of your new address to His Majesty’s Passport Office. We are unable to change the delivery address.

You can delete your profile in the app. In ‘My Profile’ go the section labelled ‘Profile’ and select ‘Delete My Profile’. To request your data to be deleted, please email dhlparcelukapp@dhl.com stating the email address you have registered in the app.

If you have accessibility needs and need more time to get to the door, you can tell us on our tracking website or via our app. To download our app, search for DHL eCommerce UK in the App Store and Google Play. 

You can also select from an alternative delivery option, such as leaving your parcel in a safe place or delivering to a neighbour.

To view our disabled consumers process, please click here.

To view our disabled consumers process, please click here.

To change to a different address please contact the sender of your parcel who will be able to make arrangements - so helping to keep your parcel secure.

The allocated delivery window cannot be changed, but you can visit track a parcel which will enable you to select alternative delivery options.

Select either the 'Collect from DHL eCommerce UK ServicePoint' (if available for that location) or 'Collect from depot' options from our track a parcel page.

The collection will be from the next working day. Once you have selected your option, the page will display the address, opening times, directions and list identification that can be used to take with you.

We really wanted to hand deliver your parcel, but as you weren't in and we were unable to deliver to a neighbour or leave somewhere safe, we have delivered to your DHL eCommerce UK ServicePoint. This has been instructed by the sender of your parcel to ensure you receive your parcel as quickly as possible.

The driver will have stated the address of your DHL eCommerce UK ServicePoint on your calling card. If you wish to collect your parcel today, please check that your parcel has been received by the parcel shop by tracking the delivery on our track a parcel page. Alternatively you can collect from the following day.

When collecting your parcel, please make sure you bring the calling card as the card reference number is your pick up code. Proof of address and photographic ID will also be required.

The email or text notification contains your pick up code. When collecting your parcel, please make sure you bring the notification as you’ll need your pick up code. Proof of address and photographic ID will also be required.

Your parcel will be held for 10 days at your DHL eCommerce UK ServicePoint.

Enter your shipment number or calling card number, and your delivery postcode on our track a parcel page. You will then be able to view the details of your DHL eCommerce UK ServicePoint including opening times and directions.

The DHL eCommerce UK ServicePoints are generally open from 7am until 8pm 7 days a week.

You can search for your nearest ServicePoint on our parcel shop finder page using a postcode, a town or your current location.

DHL ServicePoints are generally open from 8am until late 7 days a week. You can check this by searching and finding your preferred DHL ServicePoint on our parcel shop finder page and this will show you the open and close times as well as accessibility.

Please note that the information is subject change particularly on public holidays.

Parcels should be packed well enough to be transported safely across long distances, potentially being passed through a range of vehicles and warehouses depending on where your parcel is being returned to.

Use a sturdy cardboard box to prevent any damage to the goods inside. If the items inside are fragile, make sure they are wrapped separately. Fill any spaces in the box with polystyrene chips. Seal any openings of the box with layers of tape to ensure the box does not open.

Yes, the parcel should be no heavier than 20 kg and no bigger than 120 x 90 x 60 cm. The DHL ServicePoint are unable to accept parcels which exceed this weight and dimensions.

No shipment will be accepted for carriage which contains:

1. Animals, animal parts, livestock and insects
2. Antiques*
3. Artwork
4. Bullion
5. Cashiers or travellers cheques
6. Cigarettes (tobacco and tobacco products)
7. Credit or debit cards
8. Drugs
9. Firearms (including replicas & imitations)
10. Flora
11. Imitation weaponry
12. Important documents (passports, tenders, share & option certificates)
13. Jewellery or valuable items of wear (including occasional items of wear, designer items such as clothing, watches, shoes & handbags)
14. Medicines
15. Money orders
16. Negotiable instruments in bearer form
17. Paint
18. Precious stones or metals
19. Radioactive material
20. Stamps
21. Unprotected furniture
22. Weapons, explosives and munitions

Our transit system is not suitable for carrying shipments containing:

1. Ceramics
2. China
3. Fossils
4. Glass
5. Pottery
6. Stonewear
7. Televisions or other electronic graphical display systems (with screen size exceeding 37 inches)
8. Works of art (or similar materials)
9. Items which are made from, or consist of rock (whether igneous, metamorphic, sedimentary or otherwise)

We accept no liability for damage caused to the same.

Unless agreed in writing we will not cover shipments containing:

1. Alcoholic beverages
2. Food
3. Liquids
4. Paints
5. Perishable
6. Plants

Antiques*
An item perceived as having value because of its aesthetic or historical significance. An antique is an item that is collected or desirable because of its age, beauty, rarity, condition, utility, personal emotional connection, and/or other unique features. It is an object that can represent a previous era or time period in human history

The DHL ServicePoint will keep your parcel secure for the local DHL eCommerce UK driver to collect on the next available working day.

When you take your parcel to your local DHL ServicePoint it will be scanned along with the email barcode that you will have received or the returns label which you have put on the parcel securely. A receipt will be emailed to the email address already provided along with the tracking number.

Once we have collected your parcel from the DHL ServicePoint it will typically take 2 working days for the retailer to receive your parcel.

Please refer to your retailer refund policy for more information or contact them direct.

If you have a query after you have handed over your parcel please contact your retailer.