DHL ECOMMERCE UK PRIVACY NOTICE

DHL is committed to preserving the privacy of the users of our websites.  When you visit our web pages, our web servers always temporarily save the connection data of the computer connecting to our site, a list of the web pages that you visit within our site, the date and duration of your visit, the IP address of your device, the identification data of the type of browser and operation system used as well as the website through which you linked to our site.

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. when completing an online contact form, as part of a registration, survey, competition, fulfilment of contract or an information request.  This data is only collected and processed based on the original purpose of collection.

The legal basis for the processing of the aforementioned data categories is legitimate interests (Art. 6 (1) of data protection legislation).

Furthermore, we are using cookies, tracking-tools and targeting measures. You will find more details below under online presence and website optimization.

As far as you have enabled geo localisation 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.).  We will not use this data for any other purpose.  If you disable this function your data will be immediately deleted.

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 means personal data has to be information that relates to an individual.  That individual must be identified or identifiable either directly from one or more identifiers or from factors specific to the individual.

This includes information such as your name, address, telephone number and date of birth.  Information which cannot be linked to your real identity - such as favourite websites or number of users of a site - is not considered personal data.

We process your data in order to:

• perform the contract concluded with you or a sender;
• make visits to our websites/apps as pleasant as possible;
• send newsletters if you subscribe to them;
• send or display to you, where permitted, targeted advertising;
• carry out a credit check, where necessary;
• handle customer services requests;
• fulfil obligations as part of our statutory requirements;
• fulfil our security requirements (e.g., for crime detection purposes, including denied party screening);
• compile statistics;
• to fulfil our security requirements (e.g., for crime detection purposes including denied party screening - read more here);
• and we collect the telephone number you have called from and the recording of telephone conversations for quality and training purposes.  Should we call you, we will do so from 02476 937 770.

You can find further details below under the relevant headings, including the type of data we process, the purpose of processing and the lawful basis for doing so.

For contractual reasons, we also need personal data to provide our services and comply with the obligations arising from contractual agreements concluded with you.  This data is used e. g. for performing a (shipment) contract, managing customer data, handling payments and, as the case may be, assessing credit worthiness.  Certain shipment data will also be provided to the authorities of the country of transit or destination for customs and tax clearance or for security screening, as required by the laws of such country.  The information provided would usually include: shipper name and address, receiver name and address, description of the goods, number of pieces, weight and value of shipment.

The legal basis is necessary for the performance of a contract (Art. 6 (1) (b) of data protection legislation.

Further information on data protection in specific services and products is available in the section Products and Services.

If you are an existing customer of DHL 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, we will process your e-mail address exclusively in order to provide you with information regarding DHL's own and similar products.

The legal basis for the aforementioned processing is legitimate interest (Art. 6 (1) (f) of data protection legislation).

You have right to object at any time to this processing.  To exercise your right, simply get in touch with us by using the contact details mentioned under Who is responsible?

If you register for one of our newsletters, we are entitled to use your e-mail address for this purpose.  You may unsubscribe from the newsletter at any time by clicking the relevant link at the bottom of the newsletter.

In case you file an objection or unsubscribe from our newsletter services the respective data will be deleted and no longer be processed for such purposes.

The company responsible for processing your personal data is DHL eCommerce UK Limited, registered office: Capital House, 1 Capitol Close, Morley, Leeds, LS27 0WH.

DHL is registered with the ICO under reference number Z9616848.

We have a dedicated Data Protection Officer (“DPO”), Lee Howard, who oversees all matters related to data privacy and this Notice.  His contact details are as follows:

Email

dataprotectionofficer_ecsuk@dhl.com

Address for correspondence

Hillman Way
Ryton-on-Dunsmore
Coventry
CV9 3ED

Processing your data for the performance of a contract

Under the UK GDPR and Data Protection Act 2018 (“DPA 2018”) (as amended by the Digital (Use and Access) Act 2025 (“data protection legislation”) you have the following rights:

• request a correction to the personal information that we hold about you.  This is commonly known as the right to rectification and enables you to have any incomplete or inaccurate information we hold about your corrected;
• access to your personal information, commonly known as a ‘data subject access request’, ‘DSAR’ or ‘SAR’.  This enables you to receive a copy of the personal information that we hold about you;
• request the erasure of your personal information.  This is also known as the right to be forgotten and enables you to ask us to delete or remove personal information where there is no good reason for us to continue to process it;
• request the restriction of processing of your personal information.  This enables you to ask us to suspend the processing of personal information, e.g. if you want us to establish its accuracy or the reason for processing it;
• object to the processing of your personal data in certain circumstances;
• not to be subject to a decision that is based solely on automated processing, including profiling.  Where automated decision-making is used, you have the right to request human intervention and to challenge the decision; and
• request the transfer of personal information to another party.

Some rights may be subject to exemptions or limitations depending on the context and legal basis for processing.

You will not have to pay a fee to access your personal information (or to exercise any of the other rights).  However, we may charge a reasonable fee if your request for access is manifestly unfounded or excessive.  We may also refuse to respond to a request where we are legally permitted to do so.

If you wish to exercise any of your privacy rights, you should contact the Data Protection Team (dataprotectionofficer_ecsuk@dhl.com) who may need to verify your identity to ensure that personal data is not disclosed to anyone who shouldn’t have access it.  The Data Protection Team may also contact you for additional information to help speed up their response.

To enhance and improve our customer experiences, we may share your contact details with third parties to enable you to provide feedback on the service you have received from DHL.  Some personal data may be shared with non-marketing third parties to help process orders and provide customer-based services, e.g. 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 below in section Products and Services.

External service providers that process data on our behalf are contractually obliged to maintain strict confidentiality as per Art. 28 of data protection legislation.  The service providers follow the instructions of DHL through technical and organisational measures, checks and controls.

 In addition, your data may also be passed to third parties to fulfil our security requirements (e.g., for crime detection purposes).

DHL takes all of the necessary technical and organisational security measures to protect your personal data from being lost or misused. 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 will retain your personal data for no longer than is necessary for the purposes of which the personal data is processed, in line with our Data Retention Policy.

We also keep records (which may include personal information) to meet legal, regulatory, tax, or accounting requirements.  For instance, we are required to retain accurate records of our interactions with you to respond to any potential complaints or disputes.

Basic contact identifiers and proof of delivery records will be retained for no longer than 6 months.  Delivery preferences will be retained for no longer than necessary or on withdrawal of consent.

If we believe there is a possibility of litigation, we may also retain certain records. The specific retention period for your personal information will depend on your relationship with us and why we hold your data.

We use tracking software to determine how many users visit our website and how often. We do not use this software to collect individual personal data or individual IP addresses. The data is used solely in an anonymous and summarised form for statistical purposes and for developing the website.

We use the online advertising program "Google AdWords" and the conversion tracking function of Google AdWords.  Google conversion tracking is an analytics service provided by Google Inc. (1600 Amphitheatre Parkway, Mountain View, CA 94043, USA; "Google").

When you click on an ad delivered by Google, a conversion tracking cookie is placed on your computer.  These cookies expire after 30 days, do not contain any personal data and therefore cannot be used to identify you personally.  If you visit certain pages on our website and the cookie has not yet expired, we and Google can tell that you clicked on the ad and were directed to that page.  Each Google AdWords customer has a different cookie, so it is not possible to track cookies via websites of other AdWords customers.  The information collected by means of the conversion cookie is used to compile conversion statistics for AdWords customers who have opted for conversion tracking.  Customers can see the total number of users who clicked on their ad and were directed to a page containing a conversion tracking tag.  However, they do not receive information that enables them to identify users personally.  If you do not want to participate in conversion tracking, you can opt out of this use and prevent cookies from being installed by selecting the appropriate settings on your browser software (deactivation option).  You will then not be included in the conversion tracking statistics.  Further information and Google's Privacy Policy are available at: https://policies.google.com/privacy

"Cookies" are small files that enable us to store information related to your device and you, the user, specifically, while you visit one of our websites.  Cookies help us to determine how frequently our internet pages are accessed as well as the number of users.  They also help us configure our offers so that they are as convenient and efficient as possible for you.

On the basis of Art. 6 (1) f) GDPR, we are using "session cookies" in order to optimise our website and to guarantee an undisturbed user experience.  These cookies are stored exclusively for the duration of your visit to our internet pages.  They are automatically deleted when you close your browser.

In addition, we use "persistent cookies" for retaining information about visitors who repeatedly access one of our internet pages.  The purpose of using cookies is to be able to offer you optimal user guidance as well as to "recognise" you and thus be able to present (as much as possible) diversified internet pages and new contents during repeated use.  Our website contains a cookie banner, which provides you the opportunity to either agree or disagree to the collection of cookies.  The legal basis for the processing of personal data using cookies for analysis purposes is consent (Art. 6 (1) (a)) of data protection legislation.  You have the right to object and to opt out (see: How to Manage cookies).  Cookie practices may be updated and link to Evri’s cookie policy during the transition period.

Generally, we do not create an individual profile of your online activities.  The content of a persistent cookie is limited to an identification number.  Name, email address, IP address, etc., are not saved on the majority of our sites.  However, there are some exceptions which you can find in our cookie table below.

Google Analytics Cookies.  A small number of countries may use Google Analytics cookies on a small scale for specific local purposes.  These cookies use your IP address as recognition; however, they do not identify you as an individual. In other words, information is collected in an anonymous form.  The cookies collect information about how visitors use our local sites and use the information to compile reports and to help us improve local sites.

You can learn more about Google Analytics in the DHL Table of Cookies below.

Alternatively, to opt out of being tracked by Google Analytics across all websites, visit:
Google Analytics Opt-out Browser Add-on

We have provided details of all cookies used on this website in the table below.

All cookies in this table have been categorised according to 4 numbered groups - the relevant category numbers are listed in column 1.  Please note that cookies can belong to more than one category.

The categories are as follows:

[1] Strictly Necessary: These cookies are essential in order to enable you to move around the website and use its features.  Without these cookies, services you have asked for cannot be provided.  

[2] Performance:  These cookies collect information about how visitors use a website, for instance which pages visitors go to most often.  These cookies don't collect information that identifies a visitor.  All information these cookies collect is aggregated and therefore anonymous. It is only used to improve how a website works.

[3] Functionality: These cookies allow the website to remember choices you make and provide enhanced, more personal features.  For example, these cookies can be used to remember and store the last tracking number that you entered when using a tracking application. Information these cookies collect may be anonymised and they cannot track your browsing activity on other websites.

[4] Targeting or Advertising: These cookies are used to deliver adverts more relevant to you and your interests.  They are also used to limit the number of times you see an advertisement as well as helping measure the effectiveness of an advertising campaign.  They are usually placed by advertising networks with the website operator's permission.

Please note that on some pages of our websites you may notice that cookies have been set that are not related to DHL.  When you visit a page with content embedded from, for example, YouTube or Vimeo, these service providers may set their own cookies on your web browser.  DHL does not control the use of these cookies and cannot access them due to the way that cookies work, as cookies can only be accessed by the party who originally set them.  You should check the third-party websites for more information about these cookies.

In order to keep DHL's online content relevant easy to use and up to date, we use web analytics services such as Webtrends (See Webtrends entry in DHL Table of Cookies above for more information).  These services use data collection technologies such as web beacons.  Web beacons are small electronic images that deliver cookies, count visits, and understand usage and website effectiveness.  In turn, this lets us know what content is of interest to our visitors and helps us provide tailored information on our websites.  These web beacons are anonymous and do not contain or collect any information that identifies you. The information is anonymous and only used for statistical purposes.  These web analytics data and cookies cannot be used to identify you as a natural person as they never contain personal information such as your name or email address.

In your browser, you can deactivate the saving of cookies, limit them to particular websites, or set the browser to notify you when a cookie is sent. You can also delete cookies from your PC hard drive at any time (file: "cookies").  Please note that in this case you will have to expect a limited page presentation and limited user guidance.

Most web browsers allow some control of most cookies through the browser settings.

To find out more about cookies, including how to see what cookies have been set and how to manage and delete them, visit All About Cookies.

For further EU-specific advice on cookies and the various opt out options available to you, you can also visit the following website Your Online Choices.

To opt out of being tracked by LiveBall, you will need to manage and delete the cookies using your browser settings.

You can also choose to opt out of some or all of the advertising cookies set on your PC by visiting the Network Advertising Initiative (NAI) website

Not everyone who visits our site will do so using a web browser.  For example, some users will access DHL websites or applications using a mobile device.  If so, it may not be possible to disable cookies or adjust web browser settings.

To opt out of being tracked by dotMailer, you will need to manage and delete the cookies using your browser settings.  To find out more, please visit All About Cookies

To opt out of being tracked by Google Analytics across all websites, visit:
Google Analytics Opt-out Browser Add-on

You are currently opted-in for web monitoring by Eloqua on DHL websites.  Click here to opt-out of Eloqua web monitoring.

To opt out of being tracked by Adobe Analytics across all websites, you can do so by clicking Adobe Analytics Opt-Out.  If you've previously opted out, and would like to reverse your setting, click Adobe Analytics Opt-In.

Please remember that if you delete your cookies or use a different browser or computer you will need to set your opt-out status again.

There are contact forms on our website and DHL eCommerce UK LinkedIn company page that can be used to contact us via electronic means.  If the user takes advantage of this option, the data entered in the form will be transmitted to us and stored.

We use the personal data you provide solely for the technical administration of the websites and to fulfil your wishes and requirements - i.e. primarily to process contracts concluded with you or your enquiries.

The processing of the personal data from the form primarily enables us to handle the contact processing.  In addition, data may be processed in the course of processing a customer request.

The data will be processed primarily for the performance of the contract in accordance with Article 6 (1) (b)) and to safeguard DHL’s legitimate interests in accordance with Article 6 (1) (f)) of data protection legislation.

Additional data protection information relating to shipment tracking:

1.    Purposes of data processing - essential information

We process your data in order, for instance, to:

• Perform the parcel shipping contract concluded with you or a shipper;

• Display the status of a shipment or provide information via our customer service department;

• Fulfil obligations as part of statutory requirements;

• Fulfil our security requirements (e.g. for crime detection purposes);

• Compile statistics on the provision of our services; and

• For purposes of quality assurance, process optimisation and planning certainty.

2. Storage period

The data will be stored for as long as they are required.  The necessity ensues from statutory retention periods.