What is a tracking number and where can I find it?
A tracking number or ID is a combination of numbers and possibly letters that uniquely identifies your shipment for national or international tracking.
Usually, the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product in an online shop, the confirmation email or shipment tracking notification often contains the tracking number or ID.
If not, please contact your shipper or online shop.
When will my tracking information appear?
Tracking events usually appear 24-48 hours after receiving the Track and Trace ID. In general, once the shipment has reached our facility, a tracking event will appear.
Why is my tracking number/ID not working?
Please make sure you entered the correct tracking number in the correct format (explanations and examples of national and international tracking numbers are further up this site). If your tracking ID is not working, please contact your shipper or online shop.
If I do not have my tracking number, is it still possible to track my shipment?
If you do not have a tracking number, we advise you to contact your shipper. However, if you have other shipping reference numbers, they may work using shipment tracking systems of the specific business unit in charge of the shipment (for example: DHL Express or DHL Freight).
Which provider will deliver my parcel?
International shipments will be collected from the sender and brought into France. The delivery is then handled by our partner Colis Privé. Your parcel might also be delivered with the postal provider La Poste in France. If your shipment cannot be found via our partner’s tracking, please use the La Poste tracking or have a look at all tracking options.
When will my shipment be delivered?
Once your shipment has been handed over to us by the sender, delivery time is based on the service selected. The sender, merchant or online shop usually indicates the delivery time on its website.
Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighbouring countries and up to 20 days for countries with long distances.
Delivery delays can result from factors, such as weather incidents, customs or backlogs.
In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items. Please understand that only the shipper can start an investigation as he is the contract partner of DHL.
Can I change my delivery address?
Unfortunately, it is not possible to change the address once the shipment has been dispatched.
Can I change the delivery day or delivery time?
Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.
My shipment is damaged or the content is missing. What can I do?
All parcels within the DHL eCommerce network are delivered in France by our partners. In case of a damaged shipment or missing content, please follow the instructions on our partner's website.
My shipment has not been delivered within the expected delivery time. What can I do?
In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper can claim the lost parcel with DHL.
Please understand that only the shipper can file a claim as he is the contract partner of DHL.
Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.