How to make a return
In order to return a package you need a shipping label. It is likely that the online store where you made your purchase can provide it. If you don’t have it, the DHL eCommerce shipping platform is available to you, so you can create it yourself
With over 3,700 DHL eCommerce collection points in the Peninsula and 70,000 across Europe, your returns are 10 minutes from home.
Frequently Asked Questions
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Once you have delivered your return, you can track it by entering the shipment number into the DHL Track & Trace system. This will provide you with real-time updates on the status of your return.
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You can find your shipment number in the return confirmation email sent to you or on your proof of delivery. In addition, the shipment number is printed below the lower barcode on the return label.
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Returns are typically delivered to the customer’s warehouse within 5-7 business days. After this, processing begins at the customer’s warehouse, which may take an additional 1-2 weeks.
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Tracking updates may take time, especially if the return is in transit. If there has been no update after a few days, please contact the customer service at the online store where you placed your order as the sender can claim the lost package from DHL.
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If your return is lost during transport, please contact the customer service of the online store where you placed your order, as the sender can claim the lost package from DHL. Please note that only the shipper can submit a claim as they are the DHL contract partner.
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If the tracking indicates that your return has just been delivered but you have not yet received the refund, please allow 1-2 weeks as the merchant needs time to process the return and initiate the refund. If your return was delivered longer and you have not yet received the refund, please contact customer service at the online store where you placed your order.
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If you still have the original box, you can use it to return your package. Just make sure the old label is not legible, especially barcodes. Otherwise, you can also use a new, sturdy case. Tape it to ensure your return arrives securely to the sender.
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- Handheld Label: Simply affix the label to the top of the package so it is clearly legible. Make sure the label is not placed on multiple sides of the package and that barcodes can be scanned easily.
- QR code: If you return with a QR code, just show the code at the Service Point and they will print the label for you.
- In general: If you can’t stick the new label over the old one, make sure the old label is illegible, especially barcodes.
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You can find a Service Point to leave your return via this link: psf.dhl.com