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Privacy Information

DHL ECOMMERCE IBERIA, S.L.U. (hereinafter referred to as 'DHL') thank you for visiting our website and showing interest in our company, our products and services. It is important for us to protect your personal data during the course of the business process.

Please note that national legal requirements for personal data protection and processing may vary from country to country. Therefore, if you visit DHL websites for the country concerned, you will find more information specific to that country regarding data protection.

We then explain the information you collect from DHL when you visit our website, how it is processed and what the specific purposes of that processing are.

General Information

  • Personal data is about any information you have to see an identified or identifiable natural person ('data subject'); an identifiable natural person is someone who can be identified directly or indirectly, especially in reference to an identifier, such as name, identification number, location data, online identifier, or one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of such individual. This includes information such as your true name, address, phone number and date of birth. Information that cannot be associated with your actual identity, such as your favorite websites or the number of users of a website, will not be considered personal data.

  • This Privacy Information refers to data processing performed by:

    Name and contact details of the controller:

    DHL ECOMMERCE IBERIA, S.L.U. (or its subsidiary, if applicable) is the controller in the context of the General Data Protection Regulation (GDPR):

    Mikeletegi No. 65
    20009 San Sebastian (Dash)

    If you have any queries regarding the processing of your personal data, please contact the Data Protection Officer. The data protection team is also available to provide you with the necessary information, suggestions or complaints.

    Data Protection Officer Contact Details:

    20009 San Sebastian (Dash)

  • We process your data, for example, for

    • Perform the agreed contract with or with a shipper,
    • Making visits to our websites/apps as pleasant as possible,
    • Send the newsletter if you subscribe to this medium,
    • Send or show, where possible, specific advertising,
    • Perform a credit control where necessary,
    • Process your requests through our customer service department,
    • Comply with our obligations arising from the requirements set out by law,
    • Comply with our security requirements (e.g. for the detection of criminal activities),
    • Compile Statistics
    • And to ensure quality, optimize processes and gain certainty in planning.

    You will find more details, including the type of data, the purpose of your processing and the legal basis below. under the products in question.

  • Other than the right to obtain such data, you also have the following rights:

    • You can request information about the personal data stored
    • You may request that we correct, delete or block your personal data, provided that such actions are permitted by law and do not contravene existing contractual terms.
    • You may request that your personal data be sent to you in a structured, commonly used, machine-readable format.
    • You may file a complaint with the supervisory authority: Spanish Data Protection Agency at c/Jorge Juan 6 28001 Madrid or 

    The right to object

    The right to object applies to all processing of personal data as set out in art. 6 (1) f) GDPR.

    To make use of your right, simply contact us using the contact details listed above Who is the controller?.

  • Data will be stored as necessary. The need is derived from the required retention periods. Where these required periods do not exist, the data will be stored in compliance with the contract and for billing purposes, as well as proof of the proper execution of the contract, until the periods of liability expire, after which the data will be deleted.

  • DHL’s Data Privacy Policy regulates the Group-wide standards for data processing, with special emphasis on so-called transfers to third countries, i.e. transfers of personal data to countries outside the EU, where there is no adequate level of data protection. If you would like to know more about DHL’s Data Privacy Policy, please go to the link below: 

    DHL Privacy Policy Summary (DHL Privacy Policy (Summary))

Visits to our website

  • DHL is committed to respecting the privacy of our website users. When you visit our web pages, for connection, settings and security purposes, our web servers always temporarily store the connection data of the computer that connects to our website, a list of websites that you visit within our site, the date and duration of your visit, the IP address of your device, the browser type identification data, and the operating system through which you arrived at our site. No additional personal information, such as your name, address, telephone number or email, is collected unless you provide such data voluntarily, i.e. completing an online contact form as part of a registration process, survey, contest, contract fulfillment or a request for information.

    The legal basis for processing the categories of data above constitutes Article 6 (1) f of the General Data Protection Regulation (GDPR). For these purposes, and in particular, to ensure the security and establishment of a smooth connection, we have a legitimate interest in processing this data.

    In addition, we are using cookies, tracking tools and targeting measures. More details are available below, at the point Online presence and website optimization.

    To the extent that you have enabled geo-location functions in your browser or operating system, we will use this data to provide you with services based on your location (e.g., location of the nearest office or parcel station, etc). We will not use this data for any other purpose. If you disable this feature, your data will be deleted immediately.

  • For contractual reasons, we also need personal data to provide our services and fulfill the obligations arising from the contracts set out with you. This data is used, for example, to execute a contract (shipping), manage customer data, process payments and, if applicable, assess the solvency. Some shipping data will also be made available to the authorities in the country of transit or destination for customs and tax purposes or for purposes of security controls, as required by the laws of each country. The information provided typically includes: the name of the carrier and its address, name of the recipient and its address, description of the goods, number of units, weight and value of the shipment.

    The legal basis is typically art. 6 (1) b) GDPR since processing is required to execute a contract that you are a member of.
    You will find more information about data protection in specific products and services in the section Products & Services.

  • If you are an existing DHL customer, your postal data (e.g. name, address) will be processed to contact you and provide you with the latest information about our offers, news, products and services. Unless you give us your express consent, we will process your email address only to provide you with information regarding DHL’s own and similar products.

    The legal basis for the processing above is art. 6 (1) f) GDPR. The processing of customer data for our own direct marketing is considered a task made by a legitimate interest.

    You shall at all times have the right to object to such processing. To exercise your right, simply contact us using the contact details above in the section Who is the controller?

    If you enroll in one of our newsletters, you authorize us to use your email address for this purpose. You can unsubscribe from the newsletter at any time by clicking on the relevant link at the end of the newsletter.

    In the event that you object or unsubscribe from our newsletter services, the respective data will be blocked, deleted and no longer processed for this purpose.

  • DHL does not share, sell, transfer or otherwise disseminate your personal data to third parties, and will not do so in the future unless required by law or required for the purposes of the contract or you have given us explicit consent to do so. For example, it may be necessary to pass your address and other data to our contractors when you order a product. Below, in the section products and services find out more about data protection on specific products and services.

    Third party service providers who process data on our behalf are contractually obliged to honor the strictest confidentiality as stipulated in art. 28 GDPR. DHL takes responsibility for safeguarding your information in such circumstances. Service providers follow DHL instructions, and that is guaranteed by technical and organizational measures as well as verifications and controls.

  • We use tracking software to determine how many users visit our website and how often. We do not use this software to collect individual personal data or specific IP addresses. Data is used only anonymously and summarized for statistical purposes and to develop our website.

  • The LAS "cookies" are small files that allow us to save information regarding your device and to you, the user, specifically when you visit one of our websites. Cookies help us determine how often our Internet pages are visited as well as the number of users who do it. And they also help us set up our offerings so they are more convenient and efficient for you.

    Based on art. 6 (1) f) GDPR, we are using "session cookies" to optimize our website and ensure a comfortable and hassle-free user experience. These cookies are stored exclusively during the time of your visit to our Internet pages. They are automatically deleted when you close your browser.

    We also use "persistent cookies" to retain information about visitors repeatedly accessing one of our Internet pages. Cookies are used to provide you with an optimal user guide and at the same time "recognize you" so that you can present (where possible) a diversified internet pages with new content during repeated use. Our website contains a cookie banner, which tells you that if you continue to browse the website, that will essentially constitute a valid consent that will allow us to save cookies on your device. The legal basis for processing personal data using cookies for analysis purposes is art. 6 (1) to GDPR. Of course, you have the right to object to this and discard this feature. See about: How to manage cookies.

    We generally do not create an individual profile of your online activities. The content of a persistent cookie is limited to an identification number. The name, email address, IP address, etc. are not saved to most of our sites. However, there are some exceptions found in the cookie table below.

    There are two exceptions:

    1) MediAmind tracking cookies. These persistent tracking cookies collect your IP address and use it to provide geographical location data and help DHL monitor and manage advertising campaigns. Cookies are fully encrypted and do not recur any other personally identifiable data, so that the IP address cannot be associated with personal data and is not shared with third parties. The IP address is stored securely and is only used confidentially internally from DHL to provide aggregate reports. The cookies expire after 30 days.

    For more information about MediAmind tracking cookies, please refer to the DHL cookie table below.
    Or, if you want to prevent MediAmind from tracking your browsers across web pages, you can do so by pinching MediAmind’s opt-out link below:
    MediAmind Opt-Out

    If you have previously discarded this option and now wish to revoke these settings, click the MediAmind opt-out link below:
    MediAmind Opt-In

    2) Google Analytics cookies. A small number of countries use small-scale Google Analytics cookies for specific local purposes. These cookies use your IP address as a recognition, but do not identify you as an individual. In other words, information is collected anonymously. Cookies collect information about how visitors use our local sites and use information to compile reports and help us improve those pages.

    For more information about Google Analytics, please refer to the DHL cookie table below.

    Or, to avoid being tracked by Google Analytics on all web pages, please visit:
    Browser plug-in to prevent Google Analytics

    DHL cookie table and its categories

    The details of all cookies used on these websites are listed in the table below.

    All cookies in this table have been categorized based on four numbered groups. The category numbers are listed in column 1. Remember that cookies can belong to more than one category.

    The categories are as follows:

    [1] Strictly necessary: These cookies are essential for you to navigate to a website and use its functionality. Without these cookies you could not receive the services you have requested. As previously mentioned, this is based on art. 6 (1) f) GDPR.

    [2] Performance: These cookies collect information about how visitors use a website, e.g., what pages those visitors come to most often. These cookies do not gather information that identifies the visitor. All information you obtain is aggregated and anonymous. Used only to improve website operation.

    [3] Functionality: these cookies allow the website to remember options that the visitor does and offer expanded and more personal features. For example, these cookies can be used to remember and store the last tracking number the visitor entered when using the tracking application. The information that these cookies collect may be analyzed, but you cannot track your browsing activity on other websites.

    [4] Targeting or advertising: These cookies are used to send advertising that is more relevant to you and your interests. They are also used to limit the number of times you see an ad and help measure the effectiveness of an advertising campaign. They are typically used by advertising networks with the permission of the operator on a website.




    Learn more

    Allow cookies for site


    If in 1, the user has allowed the use of cookies on the page. If this cookie is not present, it means that no cookies are allowed.



    Closed item (has been viewed). Expires after 365 days.



    Overlay closed (has been viewed). Expires after 30 days.


    Recaptcha Cookie Campaign


    This cookie was created for example, please send us a message via the contact form and you have successfully resolved the Recaptcha.  

    Campaign name cookie [2]


    This cookie is created when you arrive at a DHL website via a promotional banner or from a link in a campaign / promotional email.
    The cookie saves a campaign ID, which specifically identifies the campaign as a source.
    If you contact DHL using one of our online contacts or registration forms within 24 hours of the visit of one of our websites, the Campaign ID will be incorporated into the email sent to DHL Sales or Customer Service.

    This information is used only to assess the level of success of our campaigns and to monitor whether customers have contacted us as a result of one.

    This cookie does not store any customer personal data, only the campaign ID.

    Cookie expires after 24 hours.


    Google Analytics [2]


    Some countries also use Google Analytics for local specific uses.
    These cookies are used to collect information about how visitors use our local sites. We use information to compile reports, which help us improve the website. The cookie collects information anonymously, including the number of visitors to the website, from where visitors arrive to that site and which pages have visited.

    Learn more about privacy at Google

    Google Analytics [2]


    This cookie is used to distinguish users. Cookie expires after two years.

    Learn more about this cookie in Google

    Google Analytics [2]


    This cookie is used to distinguish users. Cookie expires after 24 hours.

    Learn more about this cookie in Google

    Google Analytics [2]


    This cookie is used to regulate the rate of requests. Expires after just one minute.

    Learn more about this cookie in Google

    MediAmind Cookies [2]

    U2, ActivityInfo,
    Eyeblaster, A3,
    B4, and C4.

    MediAmind cookies are created when you go through specific DHL campaign web pages from a DHL promotional banner, link content in a campaign/promotional email, or when you have used a campaign link that is offered as part of an offline media ad.
    MediAmind cookies track when and where you are exposed to online DHL advertising, how it responded to that advertising, and when you visited the DHL site after you have been exposed to such advertising.
    This information is used to help DHL quantify the performance of advertising campaigns. The information is provided as aggregate reports so no individual user information will be visible. It does not monitor any other navigational conduct and is used confidentially only on DHL.

    Learn more about privacy at MediAmind

    You Tube Cookies [2]


    We integrate videos using the extended privacy mode on Youtube. Some of these videos come from our official Youtube channel.
    This mode can start cookies on your computer when you click a Youtube video player, but Youtube will not store personally identifiable information from the individual in cookies by streaming embedded videos using the extended privacy mode.

    To learn more, visit the page of Youtube video integration information

    Adobe Analytics [2]


    This cookie has been set by the JavAscript code and read to determine if cookies have been enabled. This is a session cookie and will expire when the browser is closed.

    Learn more about privacy at Adobe

    Adobe Analytics [2]


    This cookie collects information anonymously about the link that the user has clicked. Your goal is to discover which links are used and not, to improve web offerings. This is a session cookie and expires when the browser is closed.

    Learn more about privacy at Adobe

    Adobe Analytics [2]


    This cookie is used to detect a repeat visitor as a same user and collect information about how our website is used. We use this information to continue to develop the website and provide users with more appropriate content to what they are looking for. This cookie collects the information listed anonymously (individual visitor ID, time/date stamp). This is a permanent cookie and expires after five years.

    Learn more about privacy at Adobe

    Adobe Analytics [2]


    This cookie is used to identify a unique visitor, if the standard s_vi cookie is not available due to limitations of third party cookies. It is not used for deployments using first party cookies.
    This is a permanent cookie and expires after five years.

    Learn more about privacy at Adobe



    Persistent Cloudflare cookie.

    Learn more at Cloudflare



    Authentication of cookies and login. Contains user information (user ID, roles, and email). This is a session cookie so the information is deleted after the session is closed.



    Session cookie. Used for secure communication between browser and server.



    If you use the DHL Finder (Location Search), we also establish the following cookies:

    Cookie Name Purpose Learn More
    i18next   This cookie is used to recognize the visitor’s language environment, to make the visit to the most pleasant website. This information is used to determine the appropriate language for the visitor, and then the language adjustment is used accordingly. The cookie collects such information anonymously. It will only be used confidentially within DHL to improve web pages and user experience. This cookie is a session cookie and expires when your browser expires.  
    br_<primaryKey>   This cookie is used to recognize a visitor who has been previously on the page. And this information is used to determine if the visitor has scored already. The cookie collects the above mentioned information anonymously (specific visitor ID, time/date stamp). Cookie expires after only 24 hours.  


    Third party cookies in integrated content

    Please note that on some pages of our websites you may find installed cookies that are not related to DHL. When you visit an integrated content page of, for example, Youtube or Vimeo, these service providers may have installed their own cookies in our web browser. DHL does not control the use of such cookies and cannot access these cookies because of the way they work, as only those who have installed cookies can access cookies. For more information about these cookies, you must consume third-party websites.

    Web Beacons

    In order for DHL online content to always be relevant, easy to use and current, we use web analytics services like Webtrends (for more information, see the Webtrends ticket in the DHL cookie table above) to understand how people use our websites. These services are served by data collection technologies such as web beacons. These beacons are small electronic images that provide cookies, count visits, and understand the use of the website as well as its effectiveness. In return, this allows us to know what the content of interest is for our visitors and helps us provide tailored information on our websites. These web beacons are anonymous and do not contain or collect information that identifies you. Information is anonymous and is used for statistical purposes only. Such web analytics data and cookies cannot be used to identify you as a natural person, as they never contain personal information such as your name or email address.

    How to manage cookies

    Our products and services may also be used without cookies. In your browser, you can disable the storage of cookies, limit them to certain websites, or change your browser settings so that it indicates when a cookie is installed. Cookies can also be deleted from the PC hard drive at all times (file: "cookies"). In this case, it is expected that both the presentation of the page and the guide to the user will be limited.
    it is also possible to use our products and services without cookies. In your browser, you may disable the storage of cookies by limiting them to certain websites or determining that your browser tells you when a cookie is sent. You can also delete cookies from your PC hard drive at all times (file: "cookies").........................................................................................................................................................................................................................................................

    Most browsers allow some degree of control over most cookies through browser settings.
    For more information about cookies, including how to see the cookies installed and how to manage and delete them, please visit:
    All about cookies

    For specific EU cookie advice as well as the different opt-out options you have, you can also visit the following website:
    Your online options

    To exclude the LiveBall tracking, you will need to manage and delete cookies using your browser settings.  
    For more information visit:
    All about cookies

    You may also opt out of some or all advertising cookies installed on your PC by visiting the website Network Advertising Initiative (NAI)

    Not everyone who visits our site will use a web browser. For example, some users will access DHL websites or their applications using a mobile device. In this case, you may not be able to disable cookies or modify browser settings.

    To exclude Google Analytics tracking features on all websites, please visit:

    Google Analytics Opt-out Browser Add-on

    To exclude MediAmind’s tracking capabilities across all websites, you can click the MediAmind opt-out link below:
    MediAmind Opt-Out

    If you have already excluded this feature and wish to revoke this decision, please click on the MediAmind opt-in link below:
    MediAmind Opt-In

    To exclude Adobe Analytics tracking features on all websites, click on the Adobe Analytics opt-in link below:
    Adobe Analytics Opt-Out

    If you have already excluded this feature and wish to revoke this decision, please click on the Adobe Analytics opt-in link below:
    Adobe Analytics Opt-In

    Remember, if you delete your cookies or use a different browser or computer, you will need to renew your opt-out status.

  • On our website you will find contact forms that can be used to contact us electronically. If the user uses this option, the data entered on the form will be transmitted and stored.

    We use personal data that you provide to us solely for the purposes of technical administration of the web pages and to fulfill your wishes and requirements, i.e. essentially to process contracts signed with you or your inquiries.

    Here examples of the types of data that are processed in the context of the contact forms.

    Processing the personal data on the form allows us to basically manage contract processing. In addition, the data may be processed in the course of the processing of a customer’s request.

    Essentially, the data will be processed to establish the performance of the contract as set forth in art. 6 (1) b) GDPR and safeguard the legitimate interests as set forth in art. 6 (1) f) GDPR

  • DHL takes all technical and organisational security measures necessary to protect your personal data by preventing them from being lost or used for unauthorized purposes. For example, your data is stored in a secure operating environment that is not accessible to the public. In certain cases, your personal data will be encrypted with Secure Socket Layer technology (SSL) during transmission. This means that an approved encryption procedure is being used in communication between your computer and the DHL servers if your browser supports SSL technology.

    If you wish to contact DHL via email, you must know that we cannot guarantee the confidentiality of the information submitted. Content of email messages may be read by third parties. Therefore, we recommend that you send us confidential information only by mail.

  • We permanently review our data protection statement.

    DHL reserves the right to modify its data protection statement at any time without notice. Please check that statement frequently to keep up to date with any changes. By using DHL websites, you agree to this Privacy Policy.

    This statement was last updated on 24/05/2018.

Products and Services

  • Additional data protection information regarding shipment tracking:

    Data Types Example Data access from outside
    Ref Number   Sender and Receiver
    Sender Name   Sender and Receiver
    Shipper Address   Sender and Receiver (once postcode is entered)
    Recipient Name   Sender and Recipient (once entered postcode or identified recipient who has logged in)
    Receiver Address   Shipper
    Alternate Recipient Name, if applicable Neighbor Sender and Recipient (once entered postcode or identified recipient who has logged in)
    Alternate Recipient Address, if applicable Neighbor Shipper
    Sender Customer Data (EKP number, billing number)   Shipper
    Product Name / Service Name (currently in tracking shipments for NOLB commercial customers only) DHL package, international DHL package, cod, bulky goods Sender and Receiver (only for services relevant to the recipient, such as bulky and contra-reimbursement goods)
    Shipping Progress   Sender and Receiver
    Recipient Signature (as Proof of Delivery)   Shipper
    Minimum Age Verification Confirmation +16 / / +18 Visual Age Control Shipper


    1. Purpose of data storage - essential information

    We process your data, for example, for

    • Run the parcel shipment contract established with a PO or carrier,
    • Show the status of a shipment or provide information through our customer service department,
    • Comply with obligations required by legal requirements,  
    • Comply with our own safety requirements (e.g. to detect potential crimes),
    • Compile statistics about performing our services,
    • And for the purpose of ensuring quality, optimizing processes and providing certainty in planning.

    2. Storage Period

    Data will be stored for as long as necessary. The need is given by statutory retention periods.

Last updated: 24/05/2023