Shipping information & service
DHL
Here you can find specific information and special features to consider with the shipping service provider DHL.
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SPECIFIC INFORMATION AND SPECIAL FEATURES THAT NEED TO BE CONSIDERED WITH THE SHIPPING SERVICE PROVIDER DHL
What you should consider when shipping with DHL
DHL Parcel is the No. 1 parcel service provider in Germany and the first choice partner in e-commerce. As an innovative leader in the industry, DHL offers solutions that fully meet the requirements of online buyers in particular for convenient parcel receipt and return shipping. To further develop online retail, DHL offers a unique infrastructure and is constantly developing new, customer-oriented and tailor-made solutions for professional parcel delivery.
In order to create the basis for growing international online trade, the shipping service provider is also increasingly expanding its range of services in European markets. Thanks to by far the largest network of drop off points for parcels in Germany and also in Europe, DHL can be reached by everyone in the immediate vicinity.
general information
DHL, part of the Deutsche Post DHL Group, is a global leader in logistics and is strongly committed to sustainability. The company comprises several specialized subsidiaries that cover various logistics areas. DHL Express offers fast, international express deliveries, while DHL Paket handles domestic and international parcel delivery for private and business customers. DHL eCommerce Solutions provides shipping and fulfillment services for the e-commerce sector. DHL Global Forwarding and DHL Freight provide freight solutions by air, sea, road and rail, and DHL Supply Chain provides comprehensive supply chain management, including warehousing and distribution.
In order to reduce its environmental footprint, DHL is pursuing ambitious climate goals with the GoGreen initiative, including zero-emission logistics by 2050, by investing in alternative drives such as electric vehicles and using environmentally friendly packaging and climate-neutral shipping options. DHL also supports international climate protection projects to offset unavoidable emissions. With these measures, DHL is working on a sustainable transformation of logistics and driving innovations for a greener future
In order to reduce its environmental footprint, DHL is pursuing ambitious climate goals with the GoGreen initiative, including zero-emission logistics by 2050, by investing in alternative drives such as electric vehicles and using environmentally friendly packaging and climate-neutral shipping options. DHL also supports international climate protection projects to offset unavoidable emissions. With these measures, DHL is working on a sustainable transformation of logistics and driving innovations for a greener future
SERVICES
Different shipping methods
DHL offers a variety of shipping options that cover both domestic and international deliveries to meet the diverse needs of customers.
standard shipping
Standard delivery is the most cost-effective option for shipping parcels within Germany and abroad. It is suitable for less urgent shipments and ensures reliable delivery within a specific time frame, which may vary depending on the destination country. In addition, the parcels are insured up to a value of 500€ and customers can track their shipment online at any time using the shipment number.
Standard delivery is the most cost-effective option for shipping parcels within Germany and abroad. It is suitable for less urgent shipments and ensures reliable delivery within a specific time frame, which may vary depending on the destination country. In addition, the parcels are insured up to a value of 500€ and customers can track their shipment online at any time using the shipment number.
express delivery
For customers who need faster delivery, DHL offers express delivery. This enables fast delivery, often the next working day or within 1—3 days, and is particularly ideal for time-critical shipments, such as documents or important goods. Even with express delivery, parcels are insured up to a certain value and delivery on Saturday would also be possible for an additional charge.
For customers who need faster delivery, DHL offers express delivery. This enables fast delivery, often the next working day or within 1—3 days, and is particularly ideal for time-critical shipments, such as documents or important goods. Even with express delivery, parcels are insured up to a certain value and delivery on Saturday would also be possible for an additional charge.
National shipping
For national shipping within Germany, DHL offers various options, including standard delivery and express delivery, with delivery times tailored to the needs of private customers and companies. Delivery can be made both to the recipient's address and to a DHL packing station or branch, which offers additional convenience.
For national shipping within Germany, DHL offers various options, including standard delivery and express delivery, with delivery times tailored to the needs of private customers and companies. Delivery can be made both to the recipient's address and to a DHL packing station or branch, which offers additional convenience.
International shipping
For international shipping, DHL offers delivery to over 220 countries and regions worldwide. Shipping abroad is either standard or express, depending on the urgency and requirements of the customer. DHL also takes care of customs processing so that shipping remains simple and uncomplicated. Express delivery in particular offers fast and reliable delivery for international shipments, even for difficult destinations or urgent deadlines.
For international shipping, DHL offers delivery to over 220 countries and regions worldwide. Shipping abroad is either standard or express, depending on the urgency and requirements of the customer. DHL also takes care of customs processing so that shipping remains simple and uncomplicated. Express delivery in particular offers fast and reliable delivery for international shipments, even for difficult destinations or urgent deadlines.
returns
The shipping label provided by Pakajo is NOT a return label and must not be used as such. The sender and recipient must not be the same. There are additional costs of €3.90 per shipping label.
The shipping label provided by Pakajo is NOT a return label and must not be used as such. The sender and recipient must not be the same. There are additional costs of €3.90 per shipping label.
shipping information
Package sizes and weight limits
With DHL Supply Chain, customers benefit from a comprehensive contract logistics solution that goes far beyond pure transportation. This is not only about transportation, but also about the complete management and optimization of warehousing, distribution and other logistical processes. DHL Supply Chain works closely with its customers to develop customized logistics solutions that increase efficiency along the entire supply chain. This division provides services such as inventory management, picking, packaging, and returns management, and operates in various sectors, including consumer goods, healthcare, technology, and retail. The focus is on digitization and automation in order to maximize efficiency and increase transparency in the supply chain.
- 2kg package: up to a weight of 2kg and a maximum dimension of 35 x 25 x 10cm (with liability & tracking)
- 5kg package: up to a weight of 5kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
- 10kg package: up to a weight of 10kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
- 20kg package: up to a maximum weight of 20kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
DHL generally allows parcels weighing up to 31.5 kg and maximum dimensions of 120 x 60 x 60 cm to be shipped. A package can be shipped ready for €3.99.
International shipping from DHL also offers comparable package sizes, but there may be different weight and size restrictions depending on the destination country. For particularly heavy or bulky shipments, DHL also offers special logistics solutions, such as DHL express delivery or freight solutions for international deliveries.
With DHL Supply Chain, customers benefit from a comprehensive contract logistics solution that goes far beyond pure transportation. This is not only about transportation, but also about the complete management and optimization of warehousing, distribution and other logistical processes. DHL Supply Chain works closely with its customers to develop customized logistics solutions that increase efficiency along the entire supply chain. This division provides services such as inventory management, picking, packaging, and returns management, and operates in various sectors, including consumer goods, healthcare, technology, and retail. The focus is on digitization and automation in order to maximize efficiency and increase transparency in the supply chain.
- 2kg package: up to a weight of 2kg and a maximum dimension of 35 x 25 x 10cm (with liability & tracking)
- 5kg package: up to a weight of 5kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
- 10kg package: up to a weight of 10kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
- 20kg package: up to a maximum weight of 20kg and a maximum dimension of 120 x 60 x 60cm (with liability & tracking)
DHL generally allows parcels weighing up to 31.5 kg and maximum dimensions of 120 x 60 x 60 cm to be shipped. A package can be shipped ready for €3.99.
International shipping from DHL also offers comparable package sizes, but there may be different weight and size restrictions depending on the destination country. For particularly heavy or bulky shipments, DHL also offers special logistics solutions, such as DHL express delivery or freight solutions for international deliveries.
PACKAGING GUIDELINES
DHL has clear packaging guidelines that are intended to ensure that shipments arrive undamaged and on time to recipients. Careful packaging is crucial to ensure the safety of the goods during transport. These guidelines concern the choice of packaging material, the correct sealing of the shipment and the identification of sensitive contents.
- choice of packaging material
DHL recommends choosing robust and sturdy outer packaging for every shipment. The packaging should be neither too large nor too small and sturdy enough to withstand loads during transport. For heavy or sensitive goods, it is recommended to use double-walled cardboard, which provides additional protection. Packaging that has already been used and shows signs of wear such as cracks or dents should be avoided as it is less stable and increases the risk of transport damage.
- Padding and protecting the content
The contents of the shipment should be protected from shocks using suitable cushioning materials — such as bubble wrap, foam or wrapping paper. DHL recommends upholstery sensitive goods so that they have no room for movement within the packaging. There should be a gap of at least five centimeters between the contents and the packaging wall to provide protection against shocks and pressure.
- Correct labeling
If the shipment contains sensitive or fragile content, this should be clearly visible on the outside with an appropriate sticker (“Be careful with glass” or “fragile”). DHL points out that although such information encourages careful handling, it does not guarantee particularly gentle transport. Good padding is therefore still essential. Unwieldy packages or packages that are not rectangular (e.g. rolls or very large items) are treated as bulky goods at DHL and cost extra. Such packages should be securely packaged and marked so that they can be handled correctly in the depot.
- packaging for special requirements
DHL also offers special packaging solutions for special requirements, such as for shipping electronics, liquids or other sensitive goods. Customers can also purchase shipping bags, shipping boxes and boxes directly from DHL that comply with the guidelines and are optimally designed for transport.
- Place the address label clearly
Place the address label in a prominent place and make sure that it is completely legible and not damaged. Remove old mailing labels or other labels to avoid confusion.
Customs & import regulations
DHL offers comprehensive assistance with customs and import regulations as well as document processing to make international shipping smooth and efficient for customers. As a globally operating logistics service provider, DHL has in-depth knowledge of customs regulations and import regulations in a wide variety of countries. DHL takes care of the complete customs processing by preparing all necessary customs documents and submitting them to the relevant authorities. For goods that are subject to special import restrictions or require special licenses, DHL ensures that all regulations and regulations are met before the goods reach the destination country.
Insurance and liability
DHL offers comprehensive assistance with customs and import regulations as well as document processing to make international shipping smooth and efficient for customers. As a globally operating logistics service provider, DHL has in-depth knowledge of customs regulations and import regulations in a wide variety of countries. DHL takes care of the complete customs processing by preparing all necessary customs documents and submitting them to the relevant authorities. For goods that are subject to special import restrictions or require special licenses, DHL ensures that all regulations and regulations are met before the goods reach the destination country.
Book an online presentation nowDHL has clear packaging guidelines that are intended to ensure that shipments arrive undamaged and on time to recipients. Careful packaging is crucial to ensure the safety of the goods during transport. These guidelines concern the choice of packaging material, the correct sealing of the shipment and the identification of sensitive contents.
- choice of packaging material
DHL recommends choosing robust and sturdy outer packaging for every shipment. The packaging should be neither too large nor too small and sturdy enough to withstand loads during transport. For heavy or sensitive goods, it is recommended to use double-walled cardboard, which provides additional protection. Packaging that has already been used and shows signs of wear such as cracks or dents should be avoided as it is less stable and increases the risk of transport damage.
- Padding and protecting the content
The contents of the shipment should be protected from shocks using suitable cushioning materials — such as bubble wrap, foam or wrapping paper. DHL recommends upholstery sensitive goods so that they have no room for movement within the packaging. There should be a gap of at least five centimeters between the contents and the packaging wall to provide protection against shocks and pressure.
- Correct labeling
If the shipment contains sensitive or fragile content, this should be clearly visible on the outside with an appropriate sticker (“Be careful with glass” or “fragile”). DHL points out that although such information encourages careful handling, it does not guarantee particularly gentle transport. Good padding is therefore still essential. Unwieldy packages or packages that are not rectangular (e.g. rolls or very large items) are treated as bulky goods at DHL and cost extra. Such packages should be securely packaged and marked so that they can be handled correctly in the depot.
- packaging for special requirements
DHL also offers special packaging solutions for special requirements, such as for shipping electronics, liquids or other sensitive goods. Customers can also purchase shipping bags, shipping boxes and boxes directly from DHL that comply with the guidelines and are optimally designed for transport.
- Place the address label clearly
Place the address label in a prominent place and make sure that it is completely legible and not damaged. Remove old mailing labels or other labels to avoid confusion.
Customs & import regulations
DHL offers comprehensive assistance with customs and import regulations as well as document processing to make international shipping smooth and efficient for customers. As a globally operating logistics service provider, DHL has in-depth knowledge of customs regulations and import regulations in a wide variety of countries. DHL takes care of the complete customs processing by preparing all necessary customs documents and submitting them to the relevant authorities. For goods that are subject to special import restrictions or require special licenses, DHL ensures that all regulations and regulations are met before the goods reach the destination country.
Insurance and liability
DHL offers comprehensive assistance with customs and import regulations as well as document processing to make international shipping smooth and efficient for customers. As a globally operating logistics service provider, DHL has in-depth knowledge of customs regulations and import regulations in a wide variety of countries. DHL takes care of the complete customs processing by preparing all necessary customs documents and submitting them to the relevant authorities. For goods that are subject to special import restrictions or require special licenses, DHL ensures that all regulations and regulations are met before the goods reach the destination country.
Shipping & delivery service
Delivery times
For national shipments within Germany, the delivery time for standard parcels is usually 1 to 2 working days. For particularly urgent shipments, DHL offers the “Express Easy” service, which delivers parcels the next working day. DHL is constantly working to guarantee these fast delivery times through a dense network of distribution centers and logistics hubs. Within Europe, the delivery time at DHL for standard delivery is on average between 2 and 4 working days, depending on the destination country. For fast deliveries to neighboring European countries, the “Express International” service is available, which enables delivery in 1 to 2 working days. DHL offers various options for worldwide shipping, depending on the urgency. Standard delivery for international shipments takes between 5 and 14 working days, depending on the continent and country. However, when particularly fast delivery is required, the “DHL Express Worldwide” service ensures delivery within 1 to 3 working days to most major cities worldwide.
For national shipments within Germany, the delivery time for standard parcels is usually 1 to 2 working days. For particularly urgent shipments, DHL offers the “Express Easy” service, which delivers parcels the next working day. DHL is constantly working to guarantee these fast delivery times through a dense network of distribution centers and logistics hubs. Within Europe, the delivery time at DHL for standard delivery is on average between 2 and 4 working days, depending on the destination country. For fast deliveries to neighboring European countries, the “Express International” service is available, which enables delivery in 1 to 2 working days. DHL offers various options for worldwide shipping, depending on the urgency. Standard delivery for international shipments takes between 5 and 14 working days, depending on the continent and country. However, when particularly fast delivery is required, the “DHL Express Worldwide” service ensures delivery within 1 to 3 working days to most major cities worldwide.
DELIVERY OPTIONS
DHL offers a variety of delivery options that are individually tailored to the needs of customers. By default, delivery is made directly to the specified home address, whether private or business. Alternatively, parcels can be delivered to one of the more than 11,500 packing stations in Germany, where they can be picked up around the clock. Delivery to a DHL branch or parcel shop is also possible, which is particularly practical if you want to pick up your shipment during the respective opening hours. For more flexibility, DHL offers the option of setting a secure storage location in advance, such as the garage or garden, or dropping off the package to a defined neighbour. In addition, recipients can freely choose the delivery day or — in certain regions — set a time window for delivery, for example in the evening.
Express delivery enables particularly fast delivery, which means that parcels are delivered the next working day, often even at a guaranteed time, such as before 12:00. For shipments with a cash on delivery service, the recipient can pay the amount due directly upon delivery. If the delivery address changes or a redirection is required, DHL offers the option of diverting the package to another address, packing station or branch during transport. These comprehensive delivery options ensure maximum flexibility and convenience when receiving parcels. In addition, parcels can also be delivered on Saturdays. However, additional fees may apply, depending on the shipping method and destination. With DHL Express, the Saturday delivery service is often included in the flat rate shipping fee, while other shipping methods, such as standard package delivery, can usually incur additional costs if Saturday delivery is desired. It is also important to note that Saturday delivery is only available in certain regions and for packages that meet the required shipping conditions.
DHL offers a variety of delivery options that are individually tailored to the needs of customers. By default, delivery is made directly to the specified home address, whether private or business. Alternatively, parcels can be delivered to one of the more than 11,500 packing stations in Germany, where they can be picked up around the clock. Delivery to a DHL branch or parcel shop is also possible, which is particularly practical if you want to pick up your shipment during the respective opening hours. For more flexibility, DHL offers the option of setting a secure storage location in advance, such as the garage or garden, or dropping off the package to a defined neighbour. In addition, recipients can freely choose the delivery day or — in certain regions — set a time window for delivery, for example in the evening.
Express delivery enables particularly fast delivery, which means that parcels are delivered the next working day, often even at a guaranteed time, such as before 12:00. For shipments with a cash on delivery service, the recipient can pay the amount due directly upon delivery. If the delivery address changes or a redirection is required, DHL offers the option of diverting the package to another address, packing station or branch during transport. These comprehensive delivery options ensure maximum flexibility and convenience when receiving parcels. In addition, parcels can also be delivered on Saturdays. However, additional fees may apply, depending on the shipping method and destination. With DHL Express, the Saturday delivery service is often included in the flat rate shipping fee, while other shipping methods, such as standard package delivery, can usually incur additional costs if Saturday delivery is desired. It is also important to note that Saturday delivery is only available in certain regions and for packages that meet the required shipping conditions.
Package sizes and weight limits
DHL offers convenient return and return options that make returning parcels easy and simple. Customers can process returns in a variety of ways, depending on the options offered by the sender or merchant.
A frequently used option is to return goods via DHL branches and parcel shops. Here, customers can conveniently drop off their returns during regular opening hours. With the DHL return option, customers often receive a return label in advance, which they can stick to the package and then drop off the package directly. The packing stations are also available for returns if the return service supports this feature, so that customers can send their returns around the clock.
The return costs vary from retailer to retailer. Many online shops offer their customers free returns, while others charge a return fee. For customers who regularly send returns, DHL also offers special return solutions for companies that enable returns to be processed efficiently and cost-effectively.
DHL offers convenient return and return options that make returning parcels easy and simple. Customers can process returns in a variety of ways, depending on the options offered by the sender or merchant.
A frequently used option is to return goods via DHL branches and parcel shops. Here, customers can conveniently drop off their returns during regular opening hours. With the DHL return option, customers often receive a return label in advance, which they can stick to the package and then drop off the package directly. The packing stations are also available for returns if the return service supports this feature, so that customers can send their returns around the clock.
The return costs vary from retailer to retailer. Many online shops offer their customers free returns, while others charge a return fee. For customers who regularly send returns, DHL also offers special return solutions for companies that enable returns to be processed efficiently and cost-effectively.
ADDITIONAL COSTS
In certain cases, DHL may incur additional costs that go beyond the regular shipping fees. These costs are often due to special requirements or services that go beyond standard delivery. For example, express delivery, insurance, cash on delivery fees, or deliveries outside regular business hours may result in additional charges. International shipments are also subject to different pricing structures depending on the destination country and shipping method, which can be affected by duties, taxes and additional service charges. In addition, special requests, such as choosing a specific delivery time or delivery to a packing station, can also lead to higher costs. It is therefore important to check the respective shipping conditions and additional options in advance to ensure transparent and fair pricing.
Shipping costs for prohibited or restricted items
No additional compensation insurance
If, despite the existing framework, customers have shipped prohibited or improper items, DHL is not liable for loss or damage.
If, despite the existing framework, customers have shipped prohibited or improper items, DHL is not liable for loss or damage.
Customs fine
Should the shipment of prohibited items violate the existing framework, customs authorities may levy fines or customs fees, which must be borne by the sender. The shipment could be rejected or even confiscated by customs.
Should the shipment of prohibited items violate the existing framework, customs authorities may levy fines or customs fees, which must be borne by the sender. The shipment could be rejected or even confiscated by customs.
Return or disposal costs
If it is found that a shipment violates the shipping conditions, DHL can arrange for the goods to be returned to the sender or for the goods to be disposed of. These measures are always associated with additional costs for the customer. In addition to the actual return or disposal costs, there may also be processing fees, which are also directed at the sender, depending on the effort.
If it is found that a shipment violates the shipping conditions, DHL can arrange for the goods to be returned to the sender or for the goods to be disposed of. These measures are always associated with additional costs for the customer. In addition to the actual return or disposal costs, there may also be processing fees, which are also directed at the sender, depending on the effort.
Legal consequences
Sending prohibited items, such as dangerous goods, without proper labeling, can lead to legal consequences. Customers who ship such goods risk not only fines, but even criminal prosecution, particularly for international transport. In addition, the customer may be held liable for damage caused to vehicles, personnel or other packages as a result of the shipment.
Sending prohibited items, such as dangerous goods, without proper labeling, can lead to legal consequences. Customers who ship such goods risk not only fines, but even criminal prosecution, particularly for international transport. In addition, the customer may be held liable for damage caused to vehicles, personnel or other packages as a result of the shipment.
contact
DHL offers various contact options to help customers quickly and efficiently with questions or problems. A hotline, online services and local contacts are available for general inquiries or customer service:
Telephone customer service
DHL's telephone customer service is available to both private and business customers for questions, concerns and support. For general inquiries about parcel delivery, private customers can contact the hotline at the following number: 0228 4333112 It is available from Monday to Sunday between 7:00 and 20:00.
For international shipments and express services, DHL offers its own DHL Express customer hotline, which can be reached at the following number: 01806 345300-1(Cost: 20 cents per call from German landlines, maximum 60 cents from mobile networks) .This hotline is also available on weekdays and specializes in processing and tracking urgent and international shipments.
Online contact:
DHL's online contact offers customers a simple and convenient way to resolve issues around the clock. Using the contact form on the DHL website, inquiries can be sent directly to customer service, which is usually processed promptly. For quick help, the DHL chatbot is also available, which answers common questions — for example about shipment tracking, prices or shipping options. This service can be used both on the website and in the DHL app.
Customers can also contact DHL via social media such as Facebook or Twitter. There, inquiries are also processed quickly, often within a few hours. With these online options, DHL ensures that customers receive easy support at all times without having to rely on opening hours.
Telephone customer service
DHL's telephone customer service is available to both private and business customers for questions, concerns and support. For general inquiries about parcel delivery, private customers can contact the hotline at the following number: 0228 4333112 It is available from Monday to Sunday between 7:00 and 20:00.
For international shipments and express services, DHL offers its own DHL Express customer hotline, which can be reached at the following number: 01806 345300-1(Cost: 20 cents per call from German landlines, maximum 60 cents from mobile networks) .This hotline is also available on weekdays and specializes in processing and tracking urgent and international shipments.
Online contact:
DHL's online contact offers customers a simple and convenient way to resolve issues around the clock. Using the contact form on the DHL website, inquiries can be sent directly to customer service, which is usually processed promptly. For quick help, the DHL chatbot is also available, which answers common questions — for example about shipment tracking, prices or shipping options. This service can be used both on the website and in the DHL app.
Customers can also contact DHL via social media such as Facebook or Twitter. There, inquiries are also processed quickly, often within a few hours. With these online options, DHL ensures that customers receive easy support at all times without having to rely on opening hours.
Branches and service points
In over 13,000 DHL branches and parcel shops, customers can answer questions or receive support directly on site. If customers don't have any of the branches within easy reach, the branch finder function on the DHL website helps. This feature makes it easy for customers to find the closest point of contact.
In over 13,000 DHL branches and parcel shops, customers can answer questions or receive support directly on site. If customers don't have any of the branches within easy reach, the branch finder function on the DHL website helps. This feature makes it easy for customers to find the closest point of contact.
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