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We urge customers to stay alert this holiday season. Online criminals are using the rise in package deliveries at this time of the year to target people with clever 'parcel delivery scams.'
These types of scams, called ‘smishing’ for text messages and ‘phishing’ for emails, involve fake messages. They appear to come from real sources, like DHL, or other delivery companies. The goal is to get personal details or financial information from the recipients. Scammers could then use the sensitive information gained in these smishing and phishing scams for identity theft.
If you think you’ve received a fake SMS pretending to be from DHL, do not reply. Instead, report it by following the instructions below. As soon as someone reports it, DHL will take action to help stop potential fraud from happening.
The security of our customers and online platforms is our top priority. We are continuously enhancing our systems and processes to combat these threats. Phishing and smishing activities are becoming more common and sophisticated. This is especially true during the busy holiday season when shipping volumes rise.
Below is an example of a legitimate DHL NZ Customs text message notifying a customer that their shipment is being held.
The only payments DHL will ever request via email or SMS are for customs duties and taxes. This process includes a safety step. An OTP is sent to the consignee’s registered contact before we process the payment.
This security notice does not change the consignee's duty to pay shipping, customs, GST, or similar charges. These charges must be paid when the delivery is made.
Fraudulent text messages may ask you to download a tracking app that steals sensitive data. Keep yourself safe by downloading the official My DHL app. Get it only from the App Store (iOS) or Google Play Store (Android). Always install the latest updates.
Stay vigilant and protect your personal information. If in doubt, contact our customer service team on 0800 800 020 for assistance.