DHL eCommerce maintains operational throughout Spain and Portugal as much as possible with the highest possible normality in our industry at the moment.  at all times, the health and safety of people.

However, in the face of the rise in Covid-19 cases in Spain and with the aim of slowing the advancement of the virus, autonomous communities have hardened restrictions on perimeter closures, curfews and closures of establishments in different sectors. As a result of these measures, we are obliged to ask you that as long as this exceptional situation continues, and depending on the restrictions applied in your territory, please ensure that the recipient of your shipments remains open, and therefore, we do not deliver shipments to merchants that will not be able to receive them.

International Service

International service will continue to be performed as border closure does not affect merchandise traffic. However, due to border controls, we cannot guarantee our usual lead times. From DHL eCommerce we will do our best to deliver the best quality of service possible.

On the other hand, due to the mixed typology of our European collection points (post offices, stationery, petrol stations, etc), some establishment may be forced to close due to government restrictions being implemented in the different countries of the network.

Pharmaceutical Transportation Service

DHL Pharma, Ground Delivery Service  temperature controlled 5-25ºc in  hospitals, pharmacies,  pharmaceutical distributors in Spain are working at full performance in order to ensure drug supply across the population.

In DHL eCommerce we have taken the hygiene measures and  WHO-recommended prevention to ensure the health of our employees and customers, so our drivers  will be equipped with mask and gloves. In addition, customers may sign on the package label and use their own pen instead of the PDA.

Delivery Procedure

Given the risk of spread, we have modified some of our delivery procedures to protect our supporters and merchandise recipients. According to this, we have put two options in place to receive shipments:

  1.- First choice:

• Delivery will be performed by the delivery driver that the distance with the recipient is at least two metres at all times.   
• The receiver must sign the shipment label using their own pen
• For the purpose of a POD, the driver will capture the signed label image with your terminal camera (PDA)

  2.- Second option:

• If the customer wants to avoid any proximity situation with the driver (and therefore does not want to sign the label) it will be the carrier itself  P.O. (By Order) the same, upon request of the DNI name and number to the recipient of the goods.

Customer Support

Our customer service is still operational in common channels, but because of the exceptional situation, action times could be lengthened. For any queries please contact us at our web form.

Closed Recipient Company

Before sending make sure your recipients are operational. If not, you may incur extra expenses for returning your goods.

Customer Area

In the event that any of the recipients of your shipments, whose activity is within the essential category, is closed to the public but staffed by working in a classroom manner, you can provide us with the name and phone of a contact person so that we can arrange for delivery.

Shipping Management

We keep our shipping management platforms open for both customers and recipients. It is recommended to channel any changes to deliveries through these channels. 

• For customers: Customer Area
• For recipients: Recipient Services

eCommerce shipments

We remind you that in accordance with the new regulations, Internet trade is covered as essential service and therefore, DHL eCommerce will continue to provide your B2C delivery services or individual customers.

Health Recommendations

• Distance: keep at least 1m away with others, avoid physical contact, and help sustain face-to-face teleconferencing meetings or remote meetings. 
• Hygiene: Wash hands frequently with soap and water for at least 20 seconds, cover mouth when coughing or sneezing with a disposable tissue or elbow flexed and avoid touching face, especially eyes, nose and mouth, with dirty hands. 
• Avoid approaching people who are sick, sneezing or coughing.
• Clean and disinfect surfaces and objects that have been touched or manoseated.

For anything new, stay tuned for our social networks

With the uncertainty of this complicated and unprecedented situation, we will be able to adapt our decisions on a daily basis according to their evolution, always with the goal  to minimise the economic impact we all may have and maintain our service, and to ensure the health of our employees and people we contact. Stay tuned for our website and our linkedin profile, where we will share anything new that can affect your shipments.

For more information

• World Health Organization
• Ministry of Health of Spain