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SUPPORT CENTRE

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How can we help you?

 

At DHL Parcel UK, we want to help you to find the answers you need quickly and easily. That's why we offer a wide range of ways for you to get in touch – whether you’re sending something you’ve sold online, posting a gift to a loved one or are looking to track or rearrange your delivery.

Our Customer Service team is available Monday to Friday 7am until 10pm to answer all of your queries. If you get in touch with the team outside of these hours, an advisor will respond to your query on the next working day.

Our help centre is packed with support and advice for both senders and recipients. From our frequently asked questions to how to get in touch with our Customer Service team, let us give you the right assistance when you need it most.

 

 

Frequently asked questions

 

Below you’ll find answers to the questions we get asked most about sending and receiving parcels. Learn more about tracking your parcel, our transit times and rescheduling your delivery. If you have a question which you can’t find an answer to, please get in touch with our Customer Service team who will be able to assist.

 

You can speak to a member of our customer service team on Live Chat between 07:00am and 22:00pm Monday to Friday.

You will see a ‘Chat to our team’ button at the bottom right of this page when an advisor is available to chat. Our customer service team are able to respond instantaneously during opening hours, when advisors are available.

The ‘Chat to our team’ button will change to ‘Email us’ when an advisor is unavailable. We will endeavour to get back to you within 3 working hours of your query but if your query is sent to us out of hours, we’ll respond during opening hours.

If you've sent or received a parcel from DHL Parcel UK and have been unable to get the information you required via Facebook, Twitter, Live Chat or Email then feel free to give us a call. Our Customer Service teams are available Monday to Friday 7am until 10pm.

02476 937776

Please note this phone number is for UK, DHL Parcel Connect and DHL Parcel International service queries only. If you need to track a Worldwide Air or Road Economy shipment please click here. You will only be able to see the progress of your Worldwide Air or Road Economy parcel(s) 24 hours after your shipment(s) have been collected or dropped off depending on the service booked.

If your parcel was not collected on the arranged date, our driver will come on the next working day. If you should experience any issues, please get in touch with our Customer Service team.

You can get in touch by using the "Chat to our team" or "Email us" button at the bottom right of the help page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.

 

You can track the progress of your UK, DHL Parcel Connect or DHL Parcel International order(s) on our track.dhlparcel.co.uk website. Please note you will only be able to see the progress of your parcel(s) once your shipment(s) have been collected or dropped off depending on the service booked.

For any Worldwide Air or Road Economy orders please click here. Please note you will only be able to see the progress of your parcel(s) 24 hours after your shipment(s) have been collected or dropped off depending on the service booked.

Your parcel will be assigned a unique shipment number which is issued once your order has been completed. You can use this shipment number to track your parcel throughout its journey. The shipment number will also be shown on your label and within the account section.

To check the status of your parcel including delivery times, dates or to even re-arrange the delivery please visit our Track page and enter your shipment number.

To track international Worldwide Air or Road Economy please visit our International Track page. Please note, you will be taken out to an external link so it can take a few seconds until your tracking information is found. Once your order is found you will be able to see the status of your parcel at each stage it has been scanned.

In the unfortunate case of needing to make a claim or request a refund for a damaged, lost or delayed delivery please get in touch with us as soon as possible by clicking the "Chat to our team" or "Email us" button at the bottom right of this page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

If you wish to cancel your order this must be done 24hrs before the collection date or before dropping your parcel off at one of our DHL Parcel UK depots or ServicePoints.

You can get in touch by using the "Chat to our team" or "Email us" button at the bottom right of this page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.

To see if your package has been delayed, you can visit our Track page and enter your shipment or reference number.

Alternatively, you can get in touch by using the "Chat to our team" or "Email us" button at the bottom right of this page or send us a message via Facebook/Twitter by clicking on the icons at the top of this page.

Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.

Unfortunately unforeseen circumstances outside of our control can sometimes cause deliveries to be delayed. The most common reasons for deliveries to be delayed in the UK or abroad can be down to insufficient packaging/protection of a parcel, if the correct carriage has not been paid for the exact size and weight of your parcel or if the contents of the parcel contains restricted or prohibited items.

Internationally, there can also be delays if the paperwork/customs documentation has incorrect/lack of relevant information.

Forces outside of our control can also cause delays – such as extreme weather (heavy snowfall, flooding, fires) or strikes in the destination country.

Finally, it is important that you do not wrap your parcel in black plastic; automated sortation machinery is unable to process it, meaning your parcel will be delayed.

You can track the progress of your DHL Parcel Connect or DHL Parcel International order(s) on our track.dhlparcel.co.uk website. Please note you will only be able to see the progress of your parcel(s) once your shipment(s) have been collected or dropped off depending on the service booked.

For any Worldwide Air or Road Economy orders please click here. Please note you will only be able to see the progress of your parcel(s) 24 hours after your shipment(s) have been collected or dropped off depending on the service booked.

Unfortunately we don’t offer the ability to choose a time for parcel collection. However, a 1 hour collection window will be sent to you by email on the morning of the collection so you don’t have to be in all day.

We have over 50 depots nationwide. Please check the local depot page of our website for your nearest drop off depot. Just enter your postcode and hit search.

Alternatively, we have 3,500 DHL Parcel UK ServicePoints across the UK where parcels can be sent or collected. Visit our ServicePoint page to see your closest drop-off location.

If you believe your delivery has been lost or is missing, please get in touch with us as soon as possible by clicking the "Chat to our team" or "Email us" button at the bottom right of this page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.

You can drop off at over 50+ DHL Parcel UK Depots across the UK. Find your nearest depot here.

If you are sending a parcel to a country outside the UK, you’ll need to provide a customs invoice with your parcel. Since the UK left the EU’s single market and customs union on 1st January 2021, this includes parcels sent to EU countries.

Our international booking form, includes a ‘Customs information’ section. This only takes a few minutes to complete and we’ll use the information you provide to generate a pro-forma or commercial invoice which will print with your shipping label.

Please review our customs and advice guide

Once your order has been confirmed it is not possible to make any amendments.

If you wish to cancel your order this must be done 24hrs before the collection date or before dropping off at one of our DHL Parcel UK depots or ServicePoints.

You can get in touch by using the "Chat to our team" or "Email us" button at the bottom right of this page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

Our customer service teams are available Monday – Friday between 07:00am – 22:00pm and endeavour to get back to you within 3 working hours but if your query is sent to us out of hours, we’ll respond during opening hours.

To ensure that your parcels are delivered as smoothly as possible please take note of the packaging guidelines below to help prevent damage during transit. Basically it’s as easy as 1, 2, 3:

  • Wrap each item inside the parcel individually;
  • Protect the contents with a strong container;
  • Seal the container with strong tape.

More posting and packaging advice can be found here. If sending a parcel abroad, we recommend reading our international packaging guide.

Please note, do not use black plastic wrapping; it cannot be processed through automated sorting machines and will result in delays to transit times.

Every care is taken to ensure your parcels are handled correctly, however your parcel is likely to travel many miles on moving vehicles and be passed through sorting machines, therefore internal protection and a strong box is mandatory in order to be covered for any damage on our services.

It is the policy of DHL Parcel UK not to carry any Dangerous Goods, Prohibited or Restricted Items or Valuable items. Please check the below information before shipping across the UK or Internationally.

UK restricted and prohibited items

International restricted and prohibited items

The lists outlined on our website is not exhaustive; it exists as a rough guide only. Please check our claims policy, terms and conditions or get in touch with us for more accuracy.

You can now print various sized labels when you have completed your booking with us. Whether you opt to print on sticky labels or pop your labels in a waterproof docket - we've got lots of options to print the right sized labels for your delivery.

Alternatively, you can now opt to have a ''label-less'' parcel delivery on any Domestic ServicePoint drop off (under 15kg). We'll show you a 'Print in store' or 'Print at home' option if this service is available to you during your booking process. If you do opt to go ''label-less'' we'll simply email you a barcode. Show this to the shopkeeper in your chosen DHL Parcel UK ServicePoint. The shopkeeper will scan the barcode and then affix a sticky label to the outside of your parcel for you.

As standard all parcels delivered in the UK get £25 free contents cover and international parcels get up to £50 contents cover for free. If the value of your contents is more than what comes as standard, then we offer extended cover of up to £1000 for both domestic and international deliveries. This option can be selected when placing your booking.

Here at DHL Parcel UK we take personal pride in ensuring that your parcels are cared for throughout their journey and that you can receive the highest levels of service from our teams. Please click here to read our full complaints process.

You can drop off at 3,500 DHL Parcel UK ServicePoints across the UK. Find your nearest ServicePoint here.

If you have experienced problems when using the drop at shop service, please get in touch with us by clicking the "Chat to our team" or "Email us" button at the bottom right of this page. Alternatively, you can send us a message via Facebook or Twitter by clicking on the icons at the top of this page.

You can drop off at 3,500 DHL Parcel UK ServicePoints across the UK. Find your nearest ServicePoint here.

You can now book and pay for your UK to UK parcels in selected DHL Parcel UK ServicePoints. Simply enter the details of your parcel delivery on the in-store device and pay the shop keeper over the counter. More information coming soon but please see below any queries you may have in the meantime.

If you have paid in store to send a parcel and have any queries, you can contact our customer service team via the methods detailed at the top of this page.

There will be a DHL branded self-serve device positioned on the shop counter.

The cost of the parcel delivery will be visible to you on the device and pricing may vary depending on the weight, size and destination of your delivery.

You will be asked to add the delivery address and contact details of the recipient alongside your own address and contact details in case we need to contact you.

Your parcel will automatically be covered up to the value of £25 and you will have the option to add additional cover up to the value of £500.

Once you have paid for your delivery, the shop keeper will hand you a receipt containing your shipment number and tracking information. You will also receive an email confirming your delivery information.

This service is currently only available on UK to UK deliveries and is not available on any international parcel delivery.

 

Phone Number

 

If you've sent or received a parcel from DHL Parcel UK and have been unable to get the information you required via Facebook, Twitter, Live Chat or Email then feel free to give us a call. Our Customer Service teams are available Monday to Friday 7am until 10pm. Please note this phone number is for UK delivery queries only. If you need to track a Worldwide Air or Road Economy shipment please click here. You will only be able to see the progress of your Worldwide Air or Road Economy parcel(s) 24 hours after your shipment(s) have been collected or dropped off depending on the service booked.

 

02476 937776

 

Other links

 
Live service updates

Live service updates will appear here if our delivery services have been disrupted by road closures, adverse weather conditions or system outages.

Re-arrange your delivery

If you’re not going to be in when your parcel is delivered, you can rearrange your delivery for another day.

Business support

Our support hub is filled with important information and guides for our business account customers.

Driver respect

If you would like to speak to us about one of our DHL Parcel UK drivers, please email our Driver Management team.


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