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  • If you are waiting for a shipment and are at a pick-up point, we will send you an email with the name of the ServicePoint where you can pick up and your schedule. If you want to find the nearest ServicePoint for power modify your delivery, query this page.

    If your shipment has already been modified, you cannot change it again. And if you're in the process, you can only select the neighbor/concierge delivery.

  • You have 10 calendar days to collect. If your email will be sent to you when you make your purchase, you will receive an email when your shipment is in the ServicePoint, this email will include the address of the store and the times you can pick up.

  • Enter the tracking details to see if your shipment is at a collection point of DHL Parcel. You will find the address and schedule of the store if you were there. If you make your purchase easier for your email, you will receive an email with the details of the ServicePoint where the shipment is located. 

  • In these cases, we recommend that you contact your sender directly so that you will indicate the steps to follow. 

  • If you received a damaged shipment or were missing content and communicated it to the driver when you delivered your shipment, you must contact  the sender. If you did not indicate anything during delivery, please contact us at this form before 7 calendar days for domestic shipments, or 7 business days for international shipments. We will need the reference of the shipment and photos of the shipment to assess the damage. 

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