FAQ FOR PRIVATE CUSTOMER

Are the goods insured during transport?
A basic insurance to cover loss or damage is included in the freight price. The insurance for DHL Parcel ForYou cover up to 500 SEK/gross kilo. The insurance for DHL Parcel ForYou International cover up to 8,33SDR (aprox. 85 SEK/gross kilo).

Are there restrictions on size and weight?
As a private consumer you can send parcels with a weight of up to 20 kg and the sum of the longest and shortest side can be up to 100 cm.

As a private consumer, can I send goods with DHL Freight?
DHL Freight offers parcel transports between our Service Point agents. Here you can read more about the service and register your shipment.

When do you pick up my parcel(s)?
DHL Freight pick up goods weekdays between 7-17 excluding holidays.

If you are sending a DHL Parcel ForYou parcel you can drop-off at any of our Service Points during opening hours.

How do I book a shipment with DHL Freight?
When you, as a private consumer would like to send a parcel to another consumer (C2C) you use www.dhlpaket.se.

Click "send a package now". Fill in the form. Once the registration is complete, you will receive a confirmation with your shipment number. Bring the shipment number when you drop-off your parcel to any of our Service Points.  

Keep the receipt you receive when you drop-off the parcel.

If you have received return labels for DHL Service Point Return, bring them with your parcel to any Service Point for drop-off. Keep the receipt you receive when you drop-off the parcel.  

If you have received a return label for DHL Home Delivery Return, the shipment will be picked-up at your home address. To book a pick-up, follow the instructions that came with your return label.

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

My parcel(s) should have been delivered today according to DHL's timetable but no delivery has taken place. 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 promise and deviations may occur. Delivery should take place within the next few days.

How do I track my shipment?
If you are waiting for a parcel to a Service Point or a home delivery, you can easily download the "Mina Paket" app. In the app you can track your shipment all the way. You download the app to your phone where you will find other apps, search for "Mina Paket". You can track your home delivery on our website via DHL Active Tracing. Your parcel can be tracked at www.dhlpaket.se.

When will my shipment be delivered?
As soon as your shipment is ready for pick-up / delivery DHL Freight will contact you.

Why can I track my parcel at www.dhl.de, but not at www.logistics.dhl?
If your tracking number has 12 digits, the shipment will be delivered by Postnord. This is because the consignment is sent by Deutsche Post, DPDHL (German Post). When the consignment enters Sweden, Postnord takes over the assignment. It usually takes a couple of working days from arrival to Sweden before the shipment is with your nearest postal agent. Contact PostNord's customer service for further information.

Have you received an SMS with a proposal for delivery day / time?
Follow the instructions in the SMS.

Can a Service Point hold my Parcel ForYou parcel longer then agreed time period?
At present, there is no possibility of extending the time period of collection at the Service Point. In case a shipment is not collected within the time frame, it is automatically returned and we kindly ask you to contact the sender.

Do I need to bring any documents when I collect my parcel(s)?
When you collect a shipment from one of our Service Points or terminals, the correct shipment number and the recipient's identification needs to be shown. If someone else collects the parceI(s) on your behalf they need to provide both identifications. 

Can I collect my parcel(s) from DHL Freight instead of having a home delivery?
In order for you to get a quick handling please contact our Customer Service on 0771-345 345 with your request and we will investigate and come back to you.

Can a Service Point hold my Parcel ForYou parcel longer than the stated time period?
At present, there is no possibility of extending the time period of collection at the Service Point. In case a shipment is not collected within the time frame, it is automatically returned and we kindly ask you to contact the sender.

How do I update an address for an on-going shipment?
If you are expecting a shipment from a business (company), please contact the sender. If you are expecting a shipment from a consumer (private person) or if you have sent a shipment to another consumer, please contact DHL Freight's customer service to investigate the possibility of a change.

Can I as a recipient book additional services?
No, if the consignment needs to be amended please contact the sender.

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.

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 damage and attach 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. Photograph the damaged goods and report a claim in DHL Freight's claim form.