Scope of this Privacy Notice
Deutsche Post AG and its subsidiaries operating under the brand DHL (hereinafter called 'DHL') is pleased that you have visited our website and are interested in our company, products and services. It is important to us to protect your personal data during handling throughout the entire business process.
In the following, we explain what information DHL collects when you visit our website and how this information is used.
This Privacy Notice applies to all users of our services, websites, applications, features or other services anywhere in the world, unless covered by a separate Privacy Notice. This Privacy Notice applies to the following categories of individuals:
- Shippers: shippers, including their employees, or individuals who send a shipment
- Shipment receivers: any individual who receives a shipment
- Persons showing interest in us and our services
- Business partners: business partners, including their employees
- Employment candidates: individuals that apply for a job with us
All the above subjects are referred to as “you” or “your”.
What is Personal Data?
Personal data means any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. This includes information such as your real name, address, telephone number and date of birth. Information which cannot be linked to your real identity - such as favorite websites or number of users of a site - is not considered personal data.
For “DHL eCommerce France":
143 Avenue de Verdun, 92130 Issy-les-Moulineaux
For “DHL Express International":
53, avenue Jean Jaurès, 93350 Le Bourget
For “DHL Freight":
19 Boulevard du courcerin, TSA 74319, Lognes - ZI Pariest, 77312 Marne la vallée Cedex 02
For “DHL Global Forwarding":
45 rue des trois sœurs, Batiment Le Renan, 93420 Villepinte
For “DHL Supply Chain (DHL Solutions; DHL Stock Express ; DHL Service Central ; DHL Services Logistiques)":
268, av. du Président Wilson, 93210 La Plaine St Denis
If you have queries with regard to the processing of your personal data, please contact the Data Protection Officer.
What Are the Purposes of and the Legal Basis for the Processing of Personal Data?
DHL is committed to preserving the privacy of users of our websites. When you visit our web pages, The following data are collected: IP address, hostname of the accessing computer, website from which you accessed this website, a list of the sites you visited within the scope of our overall Internet presence, the date and duration of your visit, notification of whether the visit was successful, volume of data transferred, information about the identification data of the browser type and operating system used by you. Temporary storage of this data is necessary during your visit to the website in order to allow the website to be delivered to you. Further storage in log files is performed to ensure the functionality of the website and the security of our IT systems. The legal basis for the processing of the aforementioned data categories is therefore Art. 6 (1) (f) of the European General Data Protection Regulation (GDPR). Due to the said purposes, in particular to guarantee security and a smooth connection setup, we have a legitimate interest to process this data.
Additional personal information such as your name, address, telephone number or e-mail address is not collected unless you provide this data voluntarily, e.g. while completing an online contact form, as part of a registration, survey, competition or an information request.
The data are deleted as soon as they are no longer needed to achieve the purpose for which they were collected. For the provision of the website, this is the case when the session terminates. The log files (access logs) are kept for administrators to access directly and exclusively for a period of 24 hours. After that, they are only available indirectly through a restore from backup tapes and are permanently deleted after 30 days.
As far as you have enabled geo localization functions in your browser, respectively in your operating system we will use this data to offer you location-based services (e.g. location of the nearest branch, packing station etc.). The legal basis for geo-localization is your consent according Art. 6 (1) (a) GDPR by enabling the respective function. We will not use this data for any other purpose. If you disable this function your data will be deleted in due time.
Performance of a Contract
For pre-contractual and contractual reasons, we also need personal data to provide our services and comply with the obligations arising from contractual agreements concluded with you.
On dhl.com we offer the following services:
- Get a Quote
- DHL for Business
- Track & Trace
- Ship Now
- Customer Service
In order to get back to you via email or phone to make you an offer, you can use one of our Get a Quote services. Depending on the country you are residing and in order to get you to the right expert team or tool within DHL, we either ask whether you would like to ship parcels or documents, cargo / freight or international business mail and whether you are a business or private customer.
Based on this information your request will be directed to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Paket] and you will immediately receive a product card with price and further details from the business unit(s) which offer best suits your request. It could also be that we ask you for the following details: country of origin and destination including city and postcode (we need an approximate origin and destination in order to give you a quote for your shipment as accurate as possible) and weight and dimension of the shipment. Depending on your request we might also ask the quantity, whether documents or dangerous goods are involved or whether it is palletized or stackable. This information is also forwarded to one of our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Paket] and you will immediately receive a product card shown with price and further details regarding your shipment and optional add-ons.
By clicking on the “continue to booking” button you will be forwarded to the respective business unit´s booking tool system [MyDHL+, myDHLi, MyDHL Parcel]. Hence, on dhl.com we basically do not collect or otherwise process your personal data for our Get a Quote service. However, if data is nevertheless considered personal, such as the city and postcode, the legal basis for this is the contract in progress (Art. 6 (1) b) GDPR) and a legitimate interest in being able to submit our offer as accurately as possible (Art. 6 (1) f) GDPR).
Provided that no statutory or contractual retention periods needs to be observed, your request will be stored for a maximum of 30 days with the relevant business unit which finally made the quote as proof of proper processing and for the purpose of further optimizing services. On dhl.com the respective data is stored for a maximum of 30 days if you have used the safe shipment service and unless not earlier deletes by yourself.
If you are using or DHL for Business service we ask you for the shipping destination, the volume and the frequency of the shipment. Based on this information and your shipping needs, your request will be send to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Paket] and allocated to those which services best fit your requirements. In order to get in touch with you as soon as possible we also ask you for your company´s name, your name, business address, email address and phone number. This data will also be forwarded to the respective business units and is necessary to take steps at your request prior to entering into a contract and / or for the performance of a contract. The legal basis is therefore Art. 6 (1) b) GDPR.
Provided that no statutory or contractual retention periods need to be observed, your request will be stored for a maximum of 30 days with the relevant business unit which finally made the quote as proof of proper processing and for the purpose of further optimizing services.
You can use the Track and Trace service to track shipments addressed to you or sent by you, and also view the expected time of delivery. To this end the tracking information is sent to the respective business unit [DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Supply Chain]to find the status of the shipment. You will also receive all important detailed information about your shipment from the respective business unit. In addition, the sender or recipient can also receive further information about the shipment in question by e-mail or SMS. For this purpose, the e-mail address or mobile phone number of the recipient of the notification can be stored and the notification activated. In this context, the person entering the data must ensure that the notification recipient agrees to the processing of e-mail address, mobile phone number and notification.
The following data are processed as part of shipment tracking: shipment number, name and address of the sender, name and address of the recipient, e-mail address of the sender/recipient if applicable, name and address of the alternative recipient if applicable, customer data of the sender, product or service name, shipment history, signature of the recipient, confirmation that a minimum age has been checked (over 16/over 18).
The data are processed for the purpose of fulfilling the contract on the basis of Art. 6(1) (b) GDPR.
To enhance user convenience, when using shipment tracking DHL automatically generates a list of the last shipment number searched for via the shipment search: This function saves you having to re-enter the shipment number when checking the shipping status of your shipment. In this context, you can name individual shipments according to your preference (“Shipment title"). For this purpose, the application saves a list of the last shipment searches in a cookie.
Our Ship Now service leads you to our various customer portals of our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Paket] (e.g. MyDHL+, DHL eCommerce Web Portal, my DHLi or DHL Interactive). You can also continue as guest and you will be forwarded to our business unit which best meets you shipping needs. In any case we will not process your personal data at this stage. Same applies if you would like to schedule a redelivery. After a few questions about your shipment you will be directed to our various customer portals where you can arrange the redelivery in detail.
You can contact us at any time with questions via our Customer Service. Depending on the respective business unit, you will either be forwarded directly to the website of the respective business unit or we ask you to fill out a contact form beforehand, which requests the following data categories and then forwards them to the respective responsible business unit: your customer reference no., your name, the name of your company, postal address, email address and telephone no. country / region and the sector you are working for. The legal basis is Art. 6 (1) (b) GDPR, as this processing is carried out in order to prepare or to fulfil a contract. Furthermore, you provide the data voluntarily for the purpose of contacting us, so your consent is another legal basis, Art. 6 (1) (a) GDPR.
In addition you have the option to consent to promotional emails about our services. To this end we also forward your contact data to our business units [DHL Express, DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Paket] . The legal basis for this is your consent according to Art. 6 (1) (a) GDPR.
Further information on data protection in specific services and products is available at the relevant divisional Customer Portal and / or the respective local privacy notice.
Processing for Advertising Purposes
When you visit our web page we offer you a broad variety of information about DHL, about our products, services and events. In particular you can get information about our:
- Events & Webinars
If you would like to participate in one of our Events and/or Webinars, you will be redirected to the appropriate registration page. There we basically collect the following personal data: your name, your email address and who is your main contact at DHL. Depending on the respective sector we may also ask for your company name, your seniority and whether you have previously done business with DHL. The legal basis is Art. 6 (1) (b) GDPR, as this processing is carried out in order to fulfil the contract (attending the event).
You have the option there to consent to promotional emails about our services. To this end we also forward your contact data to our business units [DHL Global Forwarding, DHL Freight, DHL eCommerce, DHL Supply Chain]. The legal basis for this is your consent according to Art. 6 (1) (a) GDPR. You may unsubscribe at any time by clicking the relevant link at the bottom of the Spotlight mail. You can also revoke the consent at any time with effect for the future using the contact address provided.
If you subscribe to DHL Spotlight to know first about new articles we only collect your email address and it is not used for any other purpose. The legal basis for this is your consent according to Art. 6 (1) (a) GDPR. You may unsubscribe at any time by clicking the relevant link at the bottom of the Spotlight mail. You can also revoke the consent at any time with effect for the future using the contact address provided. If you unsubscribe from Spotlight or revoke your consent, the corresponding data will be removed or blocked from the mailing list and will no longer be processed for these purposes.
Notwithstanding the foregoing, if you are an existing DHL customer, your postal data (e.g. name, address) will be processed to contact you in order to provide you with the latest information about our offers, news, products and services. Apart from an existing consent, which is based on Art. 6 (1) a) GDPR, we will process your e-mail address exclusively in order to provide you with information regarding DHL own and similar products. Legal basis for the aforementioned processing to keep you updated regarding our own and similar products is Art. 6 (1) f) GDPR. The processing of customer data for own direct marketing purposes is regarded as carried out for a legitimate interest. You have the right to object at any time to the said processing. To exercise your right, simply get in touch with us by using the contact details mentioned under "Who is Responsible".
Data Retention & Third Parties
Career opportunities within DHL Group are as diverse as our teams all over the world. With approximately 600,000 employees in over 220 countries, we connect people, improving their lives. If you would like to apply for one of our open jobs you will find more information here and, also on data protection, here.
We will keep your data for as long as necessary to fulfill our purposes, to execute our contracts and to comply with any legal obligation. The retention period may differ per country based on applicable country laws.
We continuously strive to minimize the retention period of data where the purpose, the law or contracts allows us to do so. The data that we collect based on your consent will be kept until you withdraw your consent.
DHL does not share, sell, transfer or otherwise disseminate your personal data to third parties and will not do so in future, unless required by law, unless required for the purpose of the contract or unless you have given explicit consent to do so. For instance, it may be necessary to pass on your address and order data to our contractors when you order products. Further information on data protection in specific services and products is available at the relevant Customer Portal.
However, in the context of the data processing as described in this Privacy Notice and the respective legal basis given, DHL will transfer your data to the following categories of recipients:
- DHL Group companies: transfer is required within the DHL Group, its legal entities and shared service centers to provide and improve our products and services (e. g. our Get a Quote or Frequent Shipment Services). Transfers can also occur to manage our relationship with you, to identify you, to answer your requests and to comply with your privacy rights.
- Third party business partners: The transfer to third party business partners is limited to what is required by applicable law and / or in order to fulfill our contractual obligations.
- Third party processors: which process data are contractually obliged to maintain strict confidentiality as per Art. 28 GDPR. DHL retains responsibility for safeguarding your personal data in such circumstances. The business partners follow the instructions of DHL, and this is guaranteed by technical and organizational measures, as well as by means of checks and controls.
- Public authorities: transfer is required by applicable law (e.g. to fulfil a legal obligation during shipment processing).
Your data is only transferred outside the European Economic Area (EEA) to other DHL Group companies, third party business partners or public authorities when permitted by applicable data protection law. In such cases, we will make sure that appropriate safeguards are in place to ensure the transfer of your data (e.g. our binding corporate rules, standard contractual clauses).
You can obtain your information by contacting data protection here:
The right to object applies for all processing of personal data which is based on Art. 6 (1) f) GDPR.
You have the right to withdraw your consent with effect for the future at any time.
To exercise your right, simply get in touch with us by using the contact details mentioned under "Who is Responsible" or via the button below:
How About Data Security
DHL takes the security of your data very seriously. We have implemented various strategies, controls, policies and measures to keep your data secure. We keep our security measures under close review. We use safeguards such as firewalls, network intrusion systems, and application monitoring. Where appropriate, we secure your data by using pseudonymization and encryption techniques when storing and transferring your data. For instance, your data is saved in a secure operating environment which is not accessible to the public. In certain cases, your personal data is encrypted by Secure Socket Layer technology (SSL) during transmission. This means that an approved encryption procedure is used for communication between your computer and the DHL servers if your browser supports SSL. We ensure that there are strict physical access controls in our buildings and certified data centers.
As a part of our security strategy, we have set up auditing programs to make sure that our systems and services comply with the DHL information security policy, and by extension the ISO 27001 standard.
In addition, we are taking a number of ongoing measures to reduce risk, such as (but not limited to) training our employees regularly and organizing incident simulation exercises by our Cyber Defense Center.
Should you wish to contact DHL by e-mail or contact forms, we would like to point out that the confidentiality of the information sent cannot be guaranteed. The contents of (e-mail) messages can be read by third parties. We therefore recommend you send us confidential information only by post.
Conditions of carriage
When ordering DHL's services you, as «Shipper», are agreeing, on your behalf and on behalf of anyone else with an interest in the Shipment, that the Terms and Conditions shall apply from thetime that DHL accepts the Shipment unless otherwise agreed in writing by an authorised officer of DHL. Your statutory rights and entitlements under any defined service feature (for whichadditional payment has been made) are not affected.
«Shipment» means all documents or parcels that travel under one waybill and which may be carried by any means DHL chooses, including air, road or any other carrier. A «waybill» shall include any label produced by DHL automated systems, air waybill, or consignment note and shall incorporate these Terms and Conditions. Every Shipment is transported on a limited liability basis as provided herein. If Shipper requires greater protection, then insurance may be arranged at an additional cost. (Please see below for further information). «DHL» means any member of the DHL Worldwide Express Network.
DHL may perform any of the following activities on Shipper's behalf in order to provide its services to Shipper: (1) complete any documents, amend product or service codes, and pay any duties or taxes required under applicable laws and regulations, (2) act as Shipper's forwarding agent for customs and export control purposes and as Receiver solely for the purpose of designating a customs broker to perform customs clearance and entry and (3) redirect the Shipment to Receiver's import broker or other address upon request by any person who DHL believes in its reasonable opinion to be authorised.
Shipper agrees that its Shipment is acceptable for transportation and is deemed unacceptable if:
- it is classified as hazardous material, dangerous goods, prohibited or restricted articles by IATA (International Air Transport Association), ICAO (International Civil Aviation Organisation), any applicable government department or other relevant organisation;
- no customs declaration is made when required by applicable customs regulations; or
- DHL decides it cannot transport an item safely or legally (such items include but are not limited to: animals, bullion, currency, bearer form negotiable instruments, precious metals and stones, firearms, parts thereof and ammunition, human remains, pornography and illegal narcotics/drugs).
Shipments cannot be delivered to PO boxes or postal codes. Shipments are delivered to the Receiver's address given by Shipper (which in the case of mail services shall be deemed to be the first receiving postal service) but not necessarily to the named Receiver personally. Shipments to addresses with a central receiving area will be delivered to that area. If Receiver refuses delivery or to pay for delivery, or the Shipment is deemed to be unacceptable, or it has been undervalued for customs purposes, or Receiver cannot be reasonably identified or located, DHL shall use reasonable efforts to return the Shipment to Shipper at Shipper's cost, failing which the Shipment may be released, disposed of or sold by DHL without incurring any liability whatsoever to Shipper or anyone else, with the proceeds applied against service charges and related administrative costs and the balance of the proceeds of a sale to be returned to Shipper.
DHL has the right to open and inspect a Shipment without prior notice to Shipper.
DHL's Shipment charges are calculated according to the higher of actual or volumetric weight and any Shipment may be re-weighed and re-measured by DHL to confirm this calculation. Shipper shall pay or reimburse DHL for all Shipment charges, storage charges, duties and taxes owed for services provided by DHL or incurred by DHL on Shipper's or Receiver's or any third party's behalf and all claims, damages, fines and expenses incurred if the Shipment is deemed unacceptable for transport as described in Section 2.
DHL contracts with shipper on the basis that DHL’s liability is strictly limited to direct loss only and to the per kilo/ib limits in this section 6. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to DHL’s attention before or after acceptance of the shipment since special risks can be insured by shipper. If a shipment combines carriage by air, road or other mode of transport, it shall be presumed that any loss or damage occurred during the air period of such carriage unless proven otherwise. DHL’s liability in respect of any one shipment transported, without prejudice to sections 7-11, is limited to its actual cash value and shall not exceed the greater of $us 100 or:
$US 20.00/kilogram or $us 9.07/lb for shipments transported by air or other non-road mode of transportation; or
$US 10.00/kilogram or $us 4.54/lb for shipments transported by road (not applicable to the us).
Claims are limited to one claim per shipment settlement of which will be full and final settlement for all loss or damage in connection therewith. If shipper regards these limits as insufficient it must make a special declaration of value and request insurance as described in section 8 (shipment insurance) or make its own insurance arrangements, failing which shipper assumes all risks of loss or damage.
All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the Shipment, failing which DHL shall have no liability whatsoever.
DHL can arrange insurance for Shipper covering the actual cash value in respect of loss of or physical damage to the Shipment, provided the Shipper completes the insurance section on the front of the waybill or requests it via DHL's automated systems and pays the applicable premium. Shipment insurance does not cover indirect loss or damage, or loss or damage caused by delays.
DHL will make every reasonable effort to deliver the Shipment according to DHL's regular delivery schedules, but these are not guaranteed and do not form part of the contract. DHL is not liable for any damages or loss caused by delays.
DHL is not liable for any loss or damage arising out of circumstances beyond DHL's control. These include but are not limited to:-"Act of God" - e.g. earthquake, cyclone, storm, flood, fog; "Force Majeure" - e.g. war, plane crash or embargo; any defect or characteristic related to the nature of the Shipment, even if known to DHL; riot or civil commotion; any act or omission by a person not employed or contracted by DHL e.g. Shipper, Receiver, third party, customs or other government official; industrial action; and electrical or magnetic damage to, or erasure of, electronic or photographic images, data or recordings.
If the Shipment is transported by air and involves an ultimate destination or stop in a country other than the country of departure, the Warsaw Convention, if applicable, governs and in most cases limits DHL's liability for loss or damage.
Shipper shall indemnify and hold DHL harmless for any loss or damage arising out of Shipper's failure to comply with any applicable laws or regulations and for Shipper's breach of the following warranties and representations:
- all information provided by Shipper or its representatives is complete and accurate;
- the Shipment was prepared in secure premises by Shipper's employees;
- Shipper employed reliable staff to prepare the Shipment;
- Shipper protected the Shipment against unauthorised interference during preparation, storage and transportation to DHL;
- the Shipment is properly marked and addressed and packed to ensure safe transportation with ordinary care in handling;
- all applicable customs, import, export and other laws and regulations have been complied with; and
- the waybill has been signed by Shipper's authorised representative and the Terms and Conditions constitute binding and enforceable obligations of Shipper.
Shipper agrees to all routing and diversion, including the possibility that the Shipment may be carried via intermediate stopping places.
Any dispute arising under or in any way connected with these Terms and Conditions shall be subject, for the benefit of DHL, to the non-exclusive jurisdiction of the courts of, and governed by the law of, the country of origin of the Shipment and Shipper irrevocably submits to such jurisdiction, unless contrary to applicable law.
The invalidity or unenforceability of any provision shall not affect any other part of these Terms and Conditions.
* Not available for mail services.
Valid as from November 1st, 2008
Changes to Privacy Notice
DHL reserves the right to change its Privacy Notice at any time with or without prior notice. Please check back frequently to be informed of any changes. By using DHL's websites you agree to this Privacy Notice.
This statement was last updated on: