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FREQUENTLY ASKED QUESTIONS

Before Transport

  • How do I get a DHL customer number?
    To apply for a DHL customer number, you need to have a registered business with a corporate identity number. 

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • DHL Freight is for business users.

    Private individuals and customers can find out more about DHL's delivery expertise by visiting their local country sites.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • If you are sending a commercial shipment with a commercial value but the cost of sending the shipment is being paid by someone else other than the shipper or receiver, this is called 3rd party billing.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • CMR Convention (Convention on the Contract for the International Carriage of Goods by Road) is a United Nations convention that relates to various legal issues concerning transportation of cargo by road.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • This is when cargo is moved between a point of origin and a destination without it entering the country where the shipper is registered.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Are the goods insured during transport?

    Our international products have limited liability in line with CMR. Compensation in the event of damage is calculated by weight on the basis of the carrier's liability. Our international road transport, our liability is 8.33 SDR / kg (approximately € 10 / kg).If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend. 

    Read more about our insurance as a value added service here.

    What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    Individual cases according to agreed terms.

    Where Do I Get the Numbers Needed for Shipment Tracking (i.e. Shipment Number/Order Code)?
    The DHL Shipment Number (either the DHL Order Code or Consignment ID) you received from us when booking your shipment.
    If you are an existing DHL Freight customer and use our online booking tools, you will receive your DHL Shipment ID when making your online booking.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid.

    See our lead times if DHL Freight Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL), we can offer value added service time definite unloading. Please check availability and price from Customer Service

    Note that you will receive a separate booking confirmation.

    How long does the delivery take?
    The delivery time for DHL Freight Euroconnect and DHL Freight Eurapid depends on the route. See lead times to calculate the lead time between two postal codes for a terminal based shipment. Some value added services, such as notification and dangerous goods shipments, and/or deliveries to private individuals or consumers may impact the lead time.

    DHL Freight offers customized  parcel shipping solutions in Finland. Please check customer specific leadtimes from the shipper/DHL Customer Service.

    Read more about Freight products here

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Does DHL Freight offer customized shipments from businesses to consumers (B2C)?

    Yes, DHL Freight offers customized parcel shipping solutions in Finland, including B2C. 

    DHL Freight sales will be happy to provide more information.

    Through our product DHL Freight Euroconnect we offer deliveries to consumers on request and additional surcharge may apply. 

    Are the goods insured during transport?
    Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 10 EUR) / gross kilo. Compensation in the event of damage is calculated by weight on the basis of the carrier's liability. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend.

    Read more about our insurance as a value added service here.     

    Why Do I Need to Insure My Shipment?
    For peace of mind.
    Freight forwarders and carriers have limited liability under international conventions for loss or damage to customer goods. In the case of an incident, your compensation is normally calculated against a "standard" negligent liability clause. DHL Cargo Insurance covers the ‘gap’ between our "standard" liability and the full value of your goods.

    Is it Possible to Buy Cargo Insurance?
    Yes, follow the link to read more about DHL Cargo Insurance

    I’ve Never Had a Problem Before so Why Would I Pay for Insurance Now?
    We handle every shipment with great care but accidents outside of our control can happen.
    Natural disasters such as floods may also impact your shipment.
    DHL Cargo Insurance is a cost effective way of protecting your goods and giving you peace of mind.
    After all, most people have never suffered a fire at home but continue to insure their homes against the risk.

    When Something Goes Wrong, Isn’t DHL Freight Responsible Anyway?
    As is common in our industry, we are a limited liability company.

    How do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid. See our lead times if DHL Freight Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL) we can offer value added service time definite unloading. Please, check availability and the price from our Customer Service.

    Note that you will receive a separate booking confirmation.

    Are there restrictions on size and weight?
    You can send most kinds of goods including small parcels, pallets, long goods, full truck loads and more. We have products that suit different types of goods and needs.

    DHL Freight offers customized parcel shipping solutions in Finland, including B2C. DHL Freight sales will be happy to provide more information.

    DHL Freight offers groupage, part load and full truck load services within Europe.

    Read more about our products.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • What am I allowed to ship with DHL?
    You can read more about DHL Freight's shipping restrictions here.

     

  • May I send dangerous goods with DHL Freight?
    DHL Freight transports dangerous goods by road in accordance with national and international ADR (The European Agreement concerning the International Carriage of Dangerous Goods by Road) regulations. However, some types are excluded, please read more about DHL Freight Shipping Terms.

    The sender is responsible for all documentation and information about the dangerous goods shipment with respect to national rules and regulations for each country. A copy of the Dangerous Goods Declaration must be sent by Email or attached where possible in some TA- and booking systems.

    Please note that the transport time may deviate from our standard lead times.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I pack my shipment?
    As a business, you use your own packaging to pack your goods.

    The goods shall be packaged in such a way so as to with-stand normal transport-handling (including automated sorting) and stowed for the type of transport intended, and not cause damage to other goods. Please see our Packing Instructions.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I create shipping documents?
    You create your shipping documents in your booking- or TA-system.

    Booking tools DHL offers are our Customer Portal DHL Multishipping and/or our  public booking tool.

    Read more about online shipping.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I choose the best option with DHL Freight?
    The price of transport is based on several parameters, for instance; weight, size, distance and agreement with DHL.

    If you already have a customer ID with DHL, you can log in and calculate your price in our customer portal DHL Multishipping.

    If you are not yet a DHL Freight customer, you can use our Freight Quote Tool to get a quote for single shipment.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Click here for information on the current fuel surcharge.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Which online tools does DHL Freight offer?

    As a DHL Freight customer you can register an account for our online tool DHL Multishipping,  where you can calculate price, book shipments, create shipping documents and get an overview of your shipments.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

Book Transport

  • Does DHL Freight offer pre-ordered pick up?
    DHL Freight offers pre-ordered pick-up by arrangement. You are welcome to apply for a pre-ordered pick-up at your address by contacting your DHL Freight sales contact.

    Can I drop-off my shipment at a DHL Terminal?
    Check with our Customer Service, if you can drop-off your shipment at one of  DHL Freight's terminals

    The consignment needs to be packaged and marked with shipping documents.

    When will you pick up my shipment?
    DHL Freight collects goods weekdays between 7.00 -17.00 excluding holidays.

    How do I book a shipment with DHL Freight?
    You can book pick-up and create shipping documents with DHL Public booking, DHL Multishipping or other TA-systems approved by DHL.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Can I drop-off my shipment at a DHL terminal?

    Check with our Customer Service, if you can drop-off your shipment at one of  DHL Freight's terminals.

    The consignment needs to be packaged and marked with shipping documents.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I cancel / rebook my shipment?
    Please contact our customer service by phone and we will help you.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    Individual cases according to agreed terms.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool DHL Multishipping, where you can calculate price., book shipments, create shipping documents and get an overview of all your shipments.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

During Transport

  • My shipment should have been delivered today according to DHL's Timetable but no delivery has arrived. Why?
    The vast majority of shipments are delivered according to our timetable. Our Transit Time Tool provides an estimated delivery time but is not to be seen as a time guarantee and deviations may occur. Delivery should take place within the next few days.

    If you have booked DHL Freight Eurapid you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

    For how long will DHL trace my shipment?
    If a shipment cannot be located and needs to be traced, this is done for up to 30 days (60 days for international shipments). Subsequently, the matter is handed over to our claims department.

    My reference number was not recognized by 'Track Your Item'
    Terminal based shipments will be traceable with our tracking tools in the evening of the same day it has been picked-up at the sender. If more than one day has passed since the pick-up date and there is no trace available, please check with the sender if the goods were sent. If so, please contact us; provide goods description and other detailed information.

    Non-terminal based shipments do not have the same traceability.

    Why can I track my shipment at www.dhl.de, but not at www.dhl.com/global/en/home.html?

    This is because the shipment is sent by Deutsche Post (DPDHL).

     If your shipping number has 12 digits, contact Shipper.

    When the shipment enters Finland, local carrier takes over the transport. Contact Shipper for more information.

    When will my shipment be delivered?
    In our Transit Time Tool you can search for an estimated delivery date using the sender's or recipients postal code as well as the departure date. Any optional services may affect the delivery time

    If you have booked DHL Freight Eurapid you can expect delivery to be made on the confirmed delivery date. In case of any deviation, DHL will contact you and keep you updated.

    How can I follow my shipment?
    You can track your shipment via our tracking tools, such as DHL Active Tracing or via your TA-system.

    My Shipment Is Missing, What Should I Do?
    Firstly, check the tracking status of your shipment with our Road Freight tracking.
    This gives you full visibility regarding your shipment's transit status.
    For more detailed information, please get in touch with your local DHL Freight customer service.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • I am waiting for a delivery. Will I be contacted by DHL?
    For DHL Freight Euroconnect there is a value added service notification and if that is booked, DHL will contact the recipient for delivery by appointment. If no one accepts the goods at the delivery attempt, the goods will go back to our terminal and we will contact you to arrange delivery by appointment. Deliveries to consumers are always delivered by appointment but may vary country to country in respect of delivery attempt, notification etc.

    For DHL Freight Eurapid there are no notifications and contact does not normally occur before delivery.

    I have received an SMS with a proposal for a delivery day and time?
    Follow the instructions in the SMS.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Do I need to bring any documents when I collect my shipment?
    In order to retrieve a shipment that is addressed to a business, the person who receives the shipment needs to be able to present current shipping number and identification.

    Can I pick-up my shipment instead of having the shipment delivered?
    Please contact our customer service with your request and we will investigate and get back to you.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I change delivery address on an on-going shipment?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Can I as a recipient book additional services?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

After Transport

  • My shipment was incomplete upon delivery. What do I do?
    Check the number of parcels received against the specified number on your shipping documents. If the numbers are correct, please contact the sender.

    If the numbers do not match, the remaining part of the shipment is expected to be delivered to you by the next delivery day.

    If the shipment includes the additional service notification we will contact you before the next delivery.

    What do I do if my shipment is visibly damaged upon delivery?
    Ask the driver to note the damage on the consignment note / PDA before signing the delivery, otherwise you will accept the goods in the existing condition. Subsequently, a complaint must be reported to DHL by the freight payer in the country where it is payable. Read more here

    Complaints to DHL in Finland are made via Customer Service

    If you do not want to receive the shipment because of the damage, you have the right to refuse the delivery before you sign for the shipment.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • How do I make a claim for damaged goods?
    Photograph the damaged goods and prepare a claim. Read more here

    What do I do if I have signed for a shipment without visible damage but later realize the goods are broken?
    Claim of a hidden damage must be made within 7 days of delivery. If you are the freight payer, photograph the damaged goods and report a claim. Please inform the party you ordered the goods from. Read more here

    If My Goods Are Lost or Damaged, What Do I Need to Do?
    Simply contact your local DHL Freight representative, who will guide you through the claims process and help you gather all of the necessary information.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool  DHL Multishipping, where you can book shipments, create shipping documents and get an overview of all your shipments.

    In our customer portal  DHL Multishipping you can calculate price and create bookings/shipments and more.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

Invoice

  • My invoice is not correct. What should I do?
    Send us an Email and we will help you.

    Can I get extended payment time?
    Our payment terms are customized. If you have further questions regarding the credit period, please contact your sales contact at DHL Freight.

    Can I register for direct debit at DHL Freight?
    DHL Freight Finland does not provide direct debit services.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Why did I get an additional charge on my invoice?
    Please get in touch with our Customer Service.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • I have not recieved my invoice. What should I do?
    Send us an Email and we will help you.

    I would like a copy of my invoice. What should I do?
    Send us an Email and we will help you.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • I have applied for a PDF invoice but it does not seem to work. What should I do?
    To ensure that we have the correct email address registered with us, we kindly ask you send us an Email

    Can I get my invoice via email instead of by post?
    DHL offers free PDF invoice via email. Send an Email to our Customer Service

    By using PDF invoice you also contribute to a better environment.

    Why is there an added invoice fee?
    An invoice fee will be added to your invoice if sent by post. DHL Freight offers free PDF invoicing via email.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

Customs

  • What is a commercial invoice?
    A commercial invoice is the invoice used when goods are sold, specifying details of the goods sold. 

    What is a proforma invoice?
    Proforma invoice is the invoice used for customs for goods you do not invoice, for instance; warranty goods, samples, promotional items, gifts, return goods and advertising goods.

    What information should a commercial or proforma invoice contain?
    For export and import outside of EU, the goods are subject to customs duty. The customs authority requires correct information in supporting documents such as the commercial or proforma invoice. The following information below must be included on the invoice:  

    • seller
    • buyer
    • invoicing date
    • invoice number
    • delivery terms 
    • type of goods or commodity
    • number of packages 
    • gross weight
    • value including currency

    Shipments to/from countries outside of EU, tariff code and country of origin is required. Shipping from/to outside of EU countries also requires the net weight. Shipments to UK Shipper and Receiver EORI and FIREX numbers should be stated on the invoice.

    Note that proforma invoice can only be used when the goods are not sold and should contain the text: "No charge. Value for customs purposes only. "

    Should I issue a proforma invoice for my shipment?
    You can use a proforma invoice for goods that are not sold, for instance gifts, warranty goods, samples, returns, advertising items, etc.

    In other cases, a commercial invoice is needed.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • What is important to consider when I ship outside of EU?
    Ensure that the documentation is correct and that the invoice complies with customs guidelines. The documentation must always be submitted together with the booking via email (refer to the shipping number) or by attaching it in your booking or TA system where possible (eg for example in our online shipping tools such as DHL Multishipping and public booking).

    Failure to provide correct documents may result in longer lead times and additional charges and eventually the shipment might be returned.

    What is needed when I ship outside of EU?
    The customer is responsible to issue the correct documents for each shipment. Documents needed may vary depending on the type of goods, the export and/or the importing country. The exporter needs EORI, which is a unique registration number that is used in all customs related activities within the EU. More about EORI can be found at Customs web page.

    The documents that are generally required are the commercial invoice but other supporting documents are needed where it is relevant, for instance declaration of origin, Export Accompanying Document (EAD), licenses, certifications, etc. The documents need to be submitted electronically via the booking- or TA system (where applicable) or by email to dhlfreight.fi@dhl.com (with reference to the shipment number).  

    What do I need to do as a customer?
    We need supporting and correct documents to be upload in the booking- or TA-system or sent by e-mail to dhlfreight.fi@dhl.com.

    If export to Switzerland, and you have declaration of origin with no authorization number or using EUR1, original documents need to be posted to:

    DHL Freight (Finland) Oy, 

    attn. Export Switzerland

    Katriinantie 14-16

    01530 Vantaa

    Finland

    The invoice copy and other documentation can be submitted with the booking in some TA systems (for instance DHL Multishipping). If you are unable to do so, you submit it by eMail. Please enter the shipment number and invoice number.

    Please, prepare your non-EU parcel shipments with proper Customs Documentation.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • What is a Certificate of Origin and what do I do with it?
    When the goods are exported to a country outside the EU, the buyer may not have to pay customs duty or get a tariff reduction. The prerequisite is that it can be proved that the product has its origin in the EU for instance. The proof is done by a declaration of origin. For more information, please visit Finnish Customs web pages.

    If exporting to Switzerland, and goods are of EU or Swiss origin and customs authority number is missing, the original documents must be posted to:

    DHL Freight (Finland) Oy, 

    attn. Export Switzerland

    Katriinantie 14-15

    01530 Vantaa

    Finland

    Customs authorization numbers are handled by Customs.

    If the value of the goods exceeds EUR 6000, a EUR1 can be used if you do not have a customs authorization number.

    EUR1 is handled by the Chamber of Commerce.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Do I need to submit documents for my shipment?
    Electronic copies of your documents, such as commercial invoice, need to be submitted with your booking or separately soon after by email to dhlfreight.fi@dhl.com. The copies are needed to arrange export and import clearance.

    If it is submitted separately, it needs to be done as soon as possible after your booking via email and latest on the day of pick-up. Please refer to the booking and shipment number.

    In some booking or TA systems you can attach the documentation directly to your booking.

    Please prepare your non-EU parcel shipments with proper Customs Documentation.

    If exporting to Switzerland and you have a declaration of origin with no authorization number or using EU1, the documents need to be posted to

    DHL Freight (Finland) Oy, 

    attn. Export Switzerland

    Katriinantie 14-16

    01530 Vantaa

    Finland

    Do I need to attach the invoice to the goods?
    Attach packaging list to the goods and in addition send invoice per email or via attachment in booking tool.

    Do I need to post the documents to DHL?
    In some cases, original documents are needed, for instance if export to Switzerland, and declaration of origin (if authorization number is missing) or EUR1 is used. If so, the original documents need to be posted to:

    DHL Freight (Finland) Oy, 

    attn. Export Switzerland

    Katriinantie 14-16

    01530 Vantaa

    Finland

     

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • What happens if the invoice is incorrect or missing?
    If DHL Freight does not receive the correct documents, the shipment will not be further transported. As soon as correct documents have been sent, the shipment can be further processed. Please submit your documents as soon as possible in order to avoid delays and surcharges. If correct documents are not submitted, the shipment may be eventually sent in return to shipper.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00

  • Can DHL act as my agent for my customs needs?
    Yes, DHL can perform most services within customs from export and import clearance. See our value added services here

    Is consolidated customs clearance possible?
    At the moment consolidated customs is not available. Please contact your sales contact.

    Send us an Email or call us on +358 20 345 345

    Our Customer Service Opening hours are Monday-Friday 08.00-17.00

    Summer time opening hours 27.6.-29.8.2022 Monday-Friday 8.00-16.00