DHL will keep operational throughout Spain and Portugal as normal as possible, taking into account the strategic importance of our sector at the moment.  at all times, the health and safety of people.

Lead Times

Lead times  may be altered in the current situation even though from DHL Parcel we are taking all possible measures to reduce this impact. We continue to monitor the quality of our service daily and take all of the actions we consider to achieve the best performance in the current situation.

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 Parcel 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.


Hygiene and safety measures

In DHL Parcel 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.

ServicePoints

We gradually reopen our network of convenience points, both to pick up and drop off shipments. You can see through this finder If your most convenient ServicePoint returns to operational, please note that there may be changes to the normal schedule for Covid-19.

The deceleration will be done gradually, taking into account the phase back to the new normal where the ServicePoint is located.


Shipping Restrictions

  • España

    There are no restrictions on any zip code

    Portugal

    There are no restrictions on any zip code

  • Belgium

    • B2B: No restrictions reported
    • B2C: Due to the current crisis, from Monday, April 27, the service in Belgium is restricted to shipments under the following dimensions: 120 x 60 x 60cm


    France

    • B2B: CPs with restricted access: Loix: 17111 Saint-antillesn-de-Ré: 17410 Le Bois-Plage-en-Ré: 17580 Ars-en-Ré: 17590 Saint-Clément-des-Baleines: 17590 La Flotte: 17630 La Couarde-sur-Mer: 17670 Sainte-Marie-de-Ré: 17740 Les Transportes-en-Ré: 17880 Rivedoux-Plage: 17940 
    • B2C: Maximum dimensions return to standard 1200 x 60 x 60 and belt size is 300 cm. The maximum weight to transport is 30 kilograms.   


    Italy

    • B2B: No restrictions
    • B2C: Change in maximum dimensions: maximum side maximum 120 and sum of three dimensions cannot exceed 150 cm. Maximum weight cannot exceed 25 kilograms 


    Austria

    • B2B: No restrictions reported
    • B2C: No restrictions reported


    Bulgaria

    • B2B: No restrictions reported
    • B2C: No restrictions reported


    Holland

    • B2B: No restrictions reported
    • B2C: No restrictions reported


    Other

    • B2B: Countries such as Greece, Slovakia, Luxembourg, Austria, Serbia or Switzerland with potential business closures. Delays of goods in Poland for border controls. Romania does not allow the export of health supplies in order of its Ministry of Health 

Customer Interest Information

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 902.12.30.30 or 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. 

eCommerce shipments

We remind you that in accordance with the new regulations, Internet trade is covered as essential service and therefore, DHL Parcel 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.

Downloads

Download the full communication here: Communicated to Customers

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