FREQUENTLY ASKED QUESTIONS
TRACK AND TRACE
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.
For examples of the tracking numbers used on DHL shipments, .
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.
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 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).
DHL has a partnership with Relais Colis and Colis Privé. International shipments will be collected from the sender and brought into France. The delivery is then handled by Relais Colis or 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.
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 neighboring 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.
Unfortunately, it is not possible to change the address once the shipment has been dispatched.
Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.
All parcels within the DHL Parcel 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.
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.