FAQ FOR INTERNATIONAL ROAD FREIGHT

How do I book a time sensitive shipment? 
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 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 Euroline and the value added service time definite unloading. Note that you will receive a seperate booking confirmation with the price.

How do I book a time sensitive shipment? 
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 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 Euroline and the value added service time definite unloading. Note that you will receive a seperate booking confirmation with the price.

Are there restrictions on size and weight?
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. For parcel shipments we can offer DHL Parcel Connect Plus for B2B-shipments and DHL Parcel Connect for B2C-shipments within most of Europe. DHL Euroconnect offers groupage, DHL Euroline offers part loads and full truck loads within Europe, meanwhile DHL Eurapid offers a premium service for groupage shipments. Read more about our products.

How do I create shipping documents?
You create your shipping documents in your booking- or TA-system. Booking tools DHL offers are booking tool and Customer Portal myDHLFreight and/or our public booking tool.

Can I drop-off my shipment at a DHL Terminal?
You are welcome to drop-off your shipment at one of DHL Freight's terminals. The consignment needs to be packaged and marked with shipping documents.

How do I book a shipment with DHL Freight?
You can book pick-up and create shipping documents here, with myDHLFreight or other software linked to DHL.

My shipment should have been delivered today according to DHL's Timetable but no delivery has arrived. Why?
The vast majority of shipments are delivered according to our timetable. Our timetable 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.

If you have booked DHL Eurapid you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

For how long will DHL trace my shipment?
If a parcel 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.

When will my shipment be delivered?
In our timetable you can search for an estimated delivery date using the sender's or recipients postal code as well as the departure date. Any optional services may affect the delivery time

If you have booked DHL Eurapid you can expect delivery to be made on the confirmed delivery date. In case of any deviation, DHL will contact you and keep you updated.

How can I follow my shipment?
You can track your shipment via our tracking tools, such as DHL Active Tracing, or via your TA-system.

I have received an SMS with a proposal for a delivery day and time?
Follow the instructions in the SMS.

Do I need to bring any documents when I collect my shipment?
In order to retrieve a shipment that is addressed to a business, the person who receives the shipment need to be able to present current shipping number and identification.

Can I pick-up my shipment instead of having the shipment delivered?
Please contact our customer service with your request and we will investigate and get back to you.

How do I change delivery address on an on-going shipment?
If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

Can I as a recipient book additional services?
If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

What do I do if my shipment is visibly damaged upon delivery?
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 to DHL in Sweden are made via our complaint form.

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.

How do I make a claim for damaged goods?
Photograph the damaged goods and attach it to DHL Freight's claim form.

What do I do if I have signed for a shipment without visible damage but later realize the goods are broken?
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 in DHL Freight's claim form, otherwise please inform the party you ordered the goods from.

Can I get extended credit time?
Our credit period is 10 days. If you have further questions regarding the credit period, please contact your sales contact at DHL Freight.

Can I register for direct debit at DHL Freight?
You can easily register for direct debit via our website.

Why did I get an additional charge on my invoice?
On our website you can get more information about our value added service and surcharges.

I would like a copy of my invoice. What should I do?
Click on ´Send us an Email´ and fill in the form and we will help you.

Can I get my invoice via email instead of by post?
DHL offers free PDF invoice via email. You can easily sign up here. By using PDF invoice you also contribute to a better environment.

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

What information should a commercial or proforma invoice contain?
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. We follow the guidelines at Swedish Customs for what an invoice should include.

In addition to the guidelines there can be requirements from the other country and/or due our internal needs. Net weight, the HS or tariff code and country of origin is required if you ship to/from Switzerland and United Kingdom.

Where applicable, the VOEC-number 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. "

What is important to consider when I ship outside of EU?
Ensure that the documentation is correct and that the invoice complies with customs (Tullverket) guidelines and other requirements (see Commercial or Profoma invoice). 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 (eg for example in our online shipping tools such as myDHLFreight and public booking ). Failure to provide correct documents may result in longer lead times and additional charges and eventually the shipment might be returned.

What is needed when I ship outside of EU?
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 exporter needs EORI, which is a unique registration number that is used in all customs related activities within the EU. More about EORI can be found on Tullverket.se. 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) or by email to dhlfreight.int.se@dhl.com (with reference to the shipment number).  

What do I need to do as a customer?
We need supporting and correct documents to be upload in the booking- or TA-system or sent by e-mail to dhlfreight.int.se@dhl.com. 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 Sweden, att Export ad, Box 832, 25108 Helsingborg.

The invoice copy and other documentation can be submitted with the booking in some TA systems (for instance myDHLFreight). If you are unable to do so, you submit it by email. Please enter the shipment number and preferably  mark the email with "fraktdokument".

For DHL Parcel Connect shipments outside EU there should also be two copies attached to the package.

What is VOEC and what do I do with it?
For shipments to Norway, VOEC makes it possible for Swedish e-retailers to send goods without duty and additional charges that is normally paid by a Norwegian consumer. Swedish e-retailers charge for Norwegian VAT when the payment is finalized by the consumer and pays VAT to the Norwegian tax authority. VOEC is possible for most product groups (eg not food) and values up to 3000 NOK per item. If VOEC is not used, the consumer instead pays VAT, and possibly additional customs duties and charges when shipment is handed over.

If VOEC is used with DHL Parcel Connect, the VOEC number must be entered on the shipment in your booking- or TA system. The invoice must clearly state the VOEC number and the package must be clearly marked as well (preferably on the plastic pocket unless the VOEC number is printed on the transport label).

VOEC number is applied for and obtained at http://www.skatteetaten.no/. There is instructions and more information.

Do I need to attach the invoice to the goods?
Only shipment with product DHL Parcel Connect require two copies to be attached to the package in addition to a electronical copy per email or via attachment in booking tool.

Do I need to post the documents to DHL?
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 Helsingborg (DHL Freight Sweden, to: Export adm, Box 832, 25108 Helsingborg). 

What happens if the invoice is incorrect or missing?
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.

Can DHL act as my agent for my customs needs?
Yes, DHL can perform most services within customs from export and import clearance to consolidated customs clearance. See our value added services.

Is consolidated customs clearance possible?
Consolidated customs is a value added service but requires a separate agreement. Please contact your sales contact.

How do I submit feedback, positive input or suggestions for improvement to DHL Freight?

At DHL Freight we care about you and value your opinion. Your feedback about DHL Freight is important to help us develop and improve your experience as our customer.