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FAQs for European Road Freight Shippers


Whether you are already a customer or you are looking to start shipping with us, here are some quick answers to your top questions.

General


Does DHL Freight serve private customers?

DHL Freight is for business customers only.

I'm a business, how do I become a DHL business customer?

To apply for a DHL customer number, you need to have a registered business with a corporate identity number.  If you have this, contact our Shipping Experts to get started (Monday-Friday 08.00-16.30).

Are there restrictions on size and weight?

For international shipment, 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.

Please check our Road Freight page to find out information about the size and weight for each service. If you have any questions, please feel free to contact your local DHL Freight experts.

What am I allowed to ship with DHL Freight?

Please read DHL Freight's General Terms and Conditions; page 10 and 11, to find out what you cannot ship with DHL Freight. Please also read product specific terms and conditions for concerned product.

You can find all the terms and conditions on our Help Center documents page.

Does DHL Freight transport dangerous goods?

You can send dangerous goods with DHL and products DHL Freight Euroconnect and DHL Freight Eurapid. However, some types are excluded, please read DHL Freight Terms and Conditions.

The sender is responsible for all documentation and information about the dangerous goods shipment with respect to national rules and regulations for each country. A copy of the Dangerous Goods Declaration must be sent by Email or attached where possible in some TA­ and booking systems.

Please note that the transport time may deviate from our standard lead times.

Visit our dangerous goods and prohibited items page for more on this subject.

Does DHL Freight offer customized shipments from businesses to consumers (B2C)?

Please get in touch with local DHL Freight Customer Service. Through our product DHL Freight Euroconnect we offer deliveries to consumers on request and additional surcharge may apply. 

Please contact our shipping experts for more information.

How do I get a DHL customer number?

To apply for a DHL customer number, you need to have a registered business with a corporate identity number. Email our shipping experts or call us on +45 4331 0900.

Our Customer Service opening hours are Monday-Friday 8.00 – 16.30.

What is the Current Fuel Surcharge?

Visit our surcharge page for details on the current fuel surcharge.

What does 3rd Party Billing mean?

If you are sending a commercial shipment with a commercial value but the cost of sending the shipment is being paid by someone else other than the shipper or receiver, this is called 3rd party billing.

What is CMR?

CMR Convention (Convention on the Contract for the International Carriage of Goods by Road) is a United Nations convention that relates to various legal issues concerning transportation of cargo by road.

Based on the CMR, the International Road Transport Union (IRU) developed a standard CMR waybill.

For international shipments, what is Cross Trade?

This is when cargo is moved between a point of origin and a destination without it entering the country where the shipper is registered.

Insurance


Are the goods insured during transport?

Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 75 DKK) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend.

Learn more about DHL Cargo Insurance.

Why do I need to insure my shipment?

Freight forwarders and carriers have limited liability under international conventions for loss or damage to customer goods. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. DHL Cargo Insurance covers the ‘gap’ between our "standard" liability and the full value of your goods.

Why would I pay for insurance now?

We handle every shipment with great care but accidents outside of our control can happen. Natural disasters such as floods may also impact your shipment. DHL Cargo Insurance is a cost effective way of protecting your goods and giving you peace of mind. After all, most people have never suffered a fire at home but continue to insure their homes against the risk.

When something goes wrong, isn’t DHL Freight responsible anyway?

As is common in our industry, we are a limited liability company. Our liability is dictated by International Transport conventions such as ’CMR’, or local law, which will usually equate to only a fraction of the value of your goods, because it is assessed on weight. We must also have been found to be negligent in our handling of your shipment.

I already have insurance, so why should I consider DHL Cargo Insurance?

With our insurance you get:

  • Our own Cargo Insurance specialists sited globally to ensure the highest service quality
  • Broader coverage than most other insurance policies
  • No Deductibles or Excesses for you to pay
  • Competitive rates, especially if you buy an Annual Policy
  • No ‘claims administration’ – we handle all the paperwork on your behalf
  • Claims settled within 30 days on average

I ship high risk commodities – can DHL Freight cover these?

Our scale means we bundle thousands of insurance demands together so we can cover higher risk profile business. Also our in-country and sector expertise means we can help you lower your risks.

If my goods are lost or damaged, what do I need to do?

Simply contact your local DHL Freight representative, who will guide you through the claims process and help you gather all of the necessary information.

How do I prepare a claim?

Please review the details on our How to Prepare a Claim instruction page.

Is it possible to buy cargo insurance?

Before Transport


How do I choose the best option with DHL Freight?

The price of transport is based on several parameters, for instance; weight, size, distance and agreement with DHL. 

If you don't have a customer ID, you can calculate the standard price and apply for a customer number. If aren't a customer yet, you can use our Freight Quote Tool to get a quote for single shipment.

Contact our Shipping Experts to get started.

How do I pack my shipment?

As a business, you use your own packaging to pack your goods.

The goods shall be packaged in such a way so as to with­stand normal transport­handling (including automated sorting) and stowed for the type of transport intended, and not cause damage to other goods.

How do I book a shipment with DHL Freight?

If you are a current customer, you can book pick-up and create shipping documents yourself with DHL Multishipping or our myDHLFreight tool. Learn more about online shipping at our Online Tools introduction page.

Otherwise, contact our Shipping Experts.

How do I create shipping documents?

You create your shipping documents in your booking­ or TA-system. DHL Freight offers online booking via Multishipping and/or our myDHLFreight tool.

Learn more about online shipping at our Online Tools introduction page.

How long will transportation by road take?

The transit times can be calculated online with our transit time tool. Simply enter the collection and delivery postcodes in to get transit time for your shipment. 

Please note some value added services, such as notification and dangerous goods shipments, and/or deliveries to private individuals or consumers may impact the lead time.

What information do I need to book a shipment with DHL Freight?

All assignments are carried out according to:

  • Product specific product or optional service conditions 
  • DHL Freight's General Terms and Conditions
  • NSAB 2015

Individual cases according to agreed terms. For more details terms documents visit Useful Downloads page.

How do I book a time sensitive shipment?

For international shipments, 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 DHL Freight 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 offer time definite unloading as value added service. Please note that you will receive a separate booking confirmation with the price.

Where do I get the numbers needed for shipment tracking (i.e. Shipment Number/Order Code)?

The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment. If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

What online tools does DHL Freight provide for shipment management?

In DHL Active Tracing have extended shipment information with event history and the possibility to create reports. 

For full details please visit our Online Tools introduction page.

When will my shipment be delivered?

If you have not sent your shipment yet, you can use Transit Time Calculator to find out transit times from postcode to postcode. Please note an optional service may affect the delivery time.

If your shipment is already on its way and you want to know exactly where it is, you can track your shipment online with our road freight tracking tool.

Pick-up, Drop-offs, Changes and Cancelations


Does DHL Freight offer pre-ordered pick up?

DHL Freight offers pre-ordered pick-up by arrangement. You are welcome to apply for a pre-ordered pick-up at your address by contacting your DHL Freight sales contact.

When will you pick up my shipment?

DHL Freight collects goods weekdays between 8.00 – 16.00 excluding holidays.

Can I drop-off my shipment at a DHL terminal?

For international shipments, you are welcome to drop­off your shipment at one of DHL Freight's terminals.

Please be aware the consignment needs to be packaged and marked with shipping documents.

How do I cancel or rebook my shipment?

Please contact us and we will help you.

How do I change delivery address on an on-going shipment?

If you wish to change an on­going 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 on­going shipment, the party who pays for the freight needs to contact DHL Freight.

Can I pick-up the shipment myself?

Please contact our customer service with your request and we will investigate and get back to you.

Can I pick-up my shipment instead of having the shipment delivered?

If your shipment is already booked for delivery, please contact us with your request and we will investigate and get back to you.

During Transport


How can I track or follow my shipment?

To track your shipment, simply enter the DHL Shipment Number (either the DHL Order Code or Consignment ID you received from us when booking your shipment) in our online road freight tracking tool.

Customer can also use DHL Active Tracing or via your TA-system.

My reference number was not recognized by 'Track Your Item'

For international shipments, terminal-based shipments will be traceable with our tracking tools in the evening of the same day it has been picked-up at the sender. If more than one day has passed since the pick-up date and there is no trace available, please check with the sender if the goods were sent. If so, please contact us; provide goods description and other detailed information. 

Non-terminal-based shipments do not have the same traceability. 

Why can I track my international shipment at www.dhl.de, but not at www.dhl.com?

If your shipping number has 12 digits, the shipment will be delivered by PostNord.

This is because the shipment is sent by Deutsche Post (DHL Group). 

When the shipment enters Denmark, PostNord takes over the transport. It usually takes a couple of working days from arrival to Denmark before the shipment has arrived to your postal office.

Contact PostNord's customer service for further information.

For how long will DHL trace my shipment?

If a shipment cannot be located and needs to be traced, this is done for up to 60 days. Subsequently, the matter is handed over to our claims department.

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 Transit Time Tool 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.

For international shipments booked with our DHL Freight Eurapid product, you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

My shipment is late, what should I do?

First, check the tracking status of your shipment with our road freight tracking tool.

This gives you full visibility regarding your shipment's transit status.

For more detailed information, please get in touch with your local DHL Freight customer service.

My shipment is missing, what should I do?

First, check the tracking status of your shipment with our road freight tracking tool.

This gives you full visibility regarding your shipment's transit status.

For more detailed information, please get in touch with your local DHL Freight customer service.

I am waiting for a delivery. Will I be contacted by DHL?

For international shipments sent with DHL Freight EuroConnect, there is a value added service notification and if that is booked, DHL will contact the recipient for delivery by appointment.  If no one accepts the goods at the delivery attempt, the goods will go back to our terminal and we will contact you to arrange delivery by appointment. Deliveries to consumers are always delivered by appointment but may vary country to country in respect of delivery attempt, notification etc.

For international shipments sent with DHL Freight Eurapid, there are no notifications and contact does not normally occur before delivery.

 

What do I need to pick-up the shipment?

You need the shipment number or order code and ID.

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 needs to be able to present current shipping number and identification.

When will my shipment arrive?

You can follow your shipment step-by-step with our road freight tracking tool that provides up-to-date information on your shipment's location.

Where do I get the numbers needed for shipment tracking (i.e. Shipment Number/Order Code)?

The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment.

If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

After Transport


I received only a part of the shipment, what should I do?

First, check the tracking status of your shipment with our road freight tracking tool. This gives you full visibility regarding your shipment's transit status.

Check the number of parcels received against the specified number on your shipping documents. If the numbers are correct, please contact the sender.

If the numbers do not match, the remaining part of the shipment is expected to be delivered to you by the next delivery day.

If the shipment includes the additional service notification, we will contact you before the next delivery.

For more detailed information, please get in touch with your local DHL Freight customer service.

My shipment arrived damaged, what should I do?

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 must be reported to your local DHL Freight customer service.

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.

The goods were broken when the shipment was delivered. What should I do?

If goods are lost or damaged during transport and damage is externally visible, please make a note on the waybill or transfer documents when the shipment is received.

Please also get in touch with your local DHL Freight customer service.

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.  Please inform the party you ordered the goods from.

How do I prepare a claim?

If you wish to make a claim, please photograph the damaged goods and attach them to the DHL Freight claim form. Visit our how do I prepare a claim page. There you will find information on how and when to prepare a claim.

Invoices and eBilling


I have not received my invoice. What should I do?

Get in touch with DHL Freight Customer Service and we will help you.

I would like a copy of my invoice. What should I do?

Get in touch with DHL Freight Customer Service and we will help you.

The invoice I received is not correct, what should I do?

Please get in touch with your local DHL Freight Customer Service for a quick fix.

Can I get extended credit time?

Our credit period is 30 days. If you have further questions regarding the credit period, please contact your sales contact at DHL Freight.

Why did I get an additional charge on my invoice?

Contact our DHL Freight Customer Service for more information (Monday-Friday 08.00-16:30).

Why is there an added invoice fee?

An invoice fee will be added to your invoice if sent by post. DHL Freight offers free PDF invoicing via email.

Can I get my invoice via email instead of by post?

By using PDF invoice you also contribute to a better environment. Contact DHL Freight Customer Service and we will help you.

How do I receive my invoices electronically?

Please visit our online tools area for more details about eBilling.

You can also get in touch with your local DHL Freight Customer Service to learn more.

I have signed up to receive PDF invoices, but it's not working. What should I do?

Please get in touch with your local DHL Freight Customer Service for a quick fix.

Is eBilling secure?

Yes, electronic invoicing is more secure than traditional methods of sending and receiving accounting documents. We use a combination of digital signature and strong encryption technology to secure all billing information.

Is this method compatible with VAT rules?

Yes, our system complies with applicable EU and Slovak tax laws.

Will this billing method be compatible with my billing system?

Yes. Our e-billing system can be integrated with all major accounting software.

Will there be costs for eBilling and related services?

No, this service is free.

Customs - For International Shipments


What is a commercial invoice?

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

What is a proforma invoice?

Proforma invoice is the invoice used for customs for goods you do not invoice, for instance; warranty goods, samples, promotional items, gifts, return goods and advertising goods.

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. The following information below must be included on the invoice: 

  • Seller
  • Buyer
  • Invoicing date
  • Invoice number
  • Delivery terms
  • Type of goods or commodity
  • Number of packages
  • Gross weight
  • Value including currency

The HS or tariff code and country of origin to/from Switzerland and United Kingdom is a requirement. Shipping to United Kingdom also requires the netto weight. Where applicable, the VOEC-number and UK VAT-number (if Supply VAT) 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."

Should I issue a proforma invoice for my shipment?

You can use a proforma invoice for goods that are not sold, for instance gifts, warranty goods, samples, returns, advertising items, etc.

In other cases, a commercial invoice is needed.

What is important to consider when I ship outside of EU?

Ensure that the documentation is correct and that the invoice complies with customs guidelines. 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.

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 at skat.dk.

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.DK@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 TA­system or to be sent by email to DHLFreight.DK@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 

DHL Freight Denmark A/S

Hermesvej 19

DK-6330 Padborg.

The invoice copy and other documentation can be submitted with the booking in some TA systems. If you are unable to do so, you submit it by email. Please enter the shipment number and preferably mark the email with “Fragtdokumenter”.

What is a Certificate of Origin and what do I do with it?

When the goods are exported to a country outside the EU, the buyer may not have to pay customs duty or get a tariff reduction. The prerequisite is that it can be proved that the product has its origin in the EU for instance. The proof is done by a declaration of origin. For more information, please see www.toldst.dk (the Danish Customs Authority).

If exporting to Switzerland, and goods are of EU or Swiss origin and customs authority number is missing, the original documents must be posted to:

DHL Freight Denmark A/S

Hermesvej 19

DK-6330 Padborg

Customs authorization numbers are handled by Toldstyrelsen.

If the value of the goods exceeds EUR 6000, a EUR1 can be used if you do not have a customs authorization number.

EUR1 is handled by the Chamber of Commerce (Dansk Erhverv).

Do I need to submit documents for my shipment?

Electronic copies of your documents, such as commercial invoice, need to be submitted with your booking or separately soon after by email to  DHLFreight.DK@dhl.com. The copies are needed to arrange export and import clearance.

In some booking or TA systems you can attach the documentation directly to your booking.

If exporting to Switzerland and you have a declaration of origin with no authorization number or using EU1, the documents need to be posted to:

DHL Freight Denmark A/S

Hermesvej 19

DK-6330 Padborg.

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 Freight Denmark A/S

Hermesvej 19

DK-6330 Padborg.

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.

Is consolidated customs clearance possible?

Consolidated customs is a value added service but requires a separate agreement. Please contact your sales contact.

You can also get in touch with your local DHL Freight Customer Service to learn more.

Social Responsibility


What does DHL do in terms of social responsibility?

Follow the link to find out more about DHL Corporate Responsibility.

Environmental protection program – GoGreen

As the world’s largest logistics service provider, we have a special obligation to minimize the negative impact of our business on the environment.

Follow the link to find out more about Environmental protection program GoGreen

Disaster management – GoHelp

At the core of the Group-wide GoHelp program is the strategic disaster management partnership with the United Nations (UN), which has made the Group an important player in the worldwide humanitarian community.

Follow the link to find out more about Disaster management – GoHelp.

Championing Education – GoTeach

As one of the largest employers worldwide DHL Group has established its Group-wide program GoTeach as a way to improve educational opportunity for young people and prepare them for the working world.

Follow the link to find out more about GoTeach.