SERVICE UPDATES FROM DHL PARCEL UK

We strive to deliver every parcel safely and on time - however occasionally road closures due to planned events or unexpected incidents, weather conditions or system outages may affect or otherwise disrupt delivery services.

Whenever we're aware of a potential interruption to our deliveries, we'll post an update here with as much detail as possible, so you can be well-informed on the arrival of your parcel.

October 2020

  • If you're waiting for a delivery of a new Apple product and have received a DHL Parcel UK tracking number, reference number or shipment number you can track your delivery here.

    Our Tracking page uses scans from our depots and drivers to provide you with all the latest information. As you can appreciate, our Customer Service Teams are likely to receive high call volumes, so our Tracking page is the quickest way to get a progress update on your delivery.

    To view our delivery tracking FAQs, please view the document here.

September 2020

  • We are continuing to see extremely high parcel volumes throughout our network. Our operational teams are working tirelessly to ensure we still provide you with an excellent service during this time.

    We have extended our delivery window until 8pm and our drivers are out delivering every weekend. With these extra measures in place, the vast majority of collections and deliveries have been successfully completed on time.

    We ask for your patience when contacting our support teams. Our teams are working hard to answer queries as quickly as possible and we apologise for any waiting time.

April 2020

  • We are currently seeing extremely high parcel volumes throughout our network. Our operational colleagues are working tirelessly to ensure that our service levels remain high and that services are not disrupted whilst ensuring that we comply with social distancing policies throughout our operation and warehouses. 

    The well-being of our customers, our people and our communities are of paramount importance. 'Accepted at Delivery Point' is our standard offering to minimise physical contact between our drivers and members of the public. To ensure that we are providing the best service possible in these unprecedented times we have extended our delivery window until 8pm and are delivering every weekend.

    While we work to keep everyone safe, we are continually reviewing our operational processes. We will continue collecting and delivering parcels for our customers but there may be disruptions to some services under the current conditions. 

    We ask for your patience at this time when contacting our support teams as we are receiving high levels of queries. Our teams are working to answer queries as quickly as possible and we apologise for any waiting time.

March 2020

  • Transport for London has suspended all road user charges with effect from 23rd March this also applies to the congestion charge.

    In this unprecedented time, this suspension is to enable critical workers to get around more efficiently and to allow essential deliveries.  

    In line with the Transport for London directive with effect from 23rd March 2020, we will be suspending London congestion charges.

  • DHL Parcel remains open for business. There is currently no impact on our parcel services, and we continue fully operational for both collection and delivery services.

    Deliveries to homes are essential during this period, and we take this responsibility extremely seriously.

    During these particularly challenging times, the well-being of our customers, our people and our communities is of paramount importance. ‘Accepted at Delivery Point’ is now our standard offering to minimise physical contact between our drivers and members of the public.

    On arrival at the delivery address, our driver will knock or ring the bell and will then step away to a safe distance. The driver will ask for their name, record ‘Accepted at Delivery Point’ into their scanner and take a photo of the premises confirming delivery.

    Our ServicePoint nationwide network of local convenience stores remains fully operational for consumers who wish to collect their parcel from their local ServicePoint. We recognise that essential and key workers require a way to receive parcels when they are not at home, and our network provides this flexibility.

    We will continue to review our delivery and collection processes through these challenging times and will keep everyone updated via our websites.

  • Accepted at Delivery Point

    During these particularly challenging times, the well-being of our customers, our people and our communities are of paramount importance.

    We wanted to let you know and reassure you that we are making changes to some of our processes to ensure safety remains our top priority whilst still enabling people to send and receive parcels. Deliveries to homes are not only convenient but could also provide much needed comfort and we take this responsibility extremely seriously.

    So, we are making some changes to the way our couriers deliver parcels to offer 'contact-free delivery' right to everyone's doorsteps.

    Our delivery choices will remain in place to ensure that consumers can arrange deliveries to suit them, whether selecting a safe place for our driver to leave the parcel or arranging to collect from a local DHL ServicePoint.

    From Monday 23 March, we have made our ‘Accepted at Delivery Point’ as the standard offering to minimise physical contact between our drivers and members of the public.

    On arrival at the delivery address our driver will knock or ring the bell and will then step away to a safe distance. The driver will ask for their name, record ‘Accepted at Delivery Point’ into their scanner and take a photo of the premises confirming delivery.

    If a consumer is unable to come to the door, a calling card will be left advising of alternative delivery options. A friend or family member can collect the parcel from either the local DHL depot or ServicePoint, they will just require the calling card, and ID for themselves and the person they are collecting on behalf of.

    We will continue to review our delivery and collection processes through these challenging times and will keep everyone updated via our websites.

  • Accepted at Delivery Point now available

    We recognise that in light of the uncertainty regarding coronavirus that it is paramount to ensure that we have processes in place to enable consumers to continue to receive deliveries while they may be at home for a period of time.

    Our delivery choices will remain in place to ensure that consumers can arrange deliveries to suit them, whether selecting a safe place for our driver to leave the parcel or arranging to collect from a local DHL Parcel UK ServicePoint. 

    For consumers who want to accept deliveries at home but are self-isolating and minimising physical contact, a new delivery type description ‘Accepted at Delivery Point’ is now available.

    On arrival at the delivery address our driver will knock or ring the bell and will then step away to a safe distance. If the consumer advises that they wish not to sign on the scanner, the driver will ask for their name, record ‘Accepted at Delivery Point’ and then take a photo of the premises.

    If a consumer is unable to come to the door, a calling card will be left advising of alternative delivery options. A friend or family member can collect the parcel from either the local DHL Parcel UK depot or ServicePoint, they will just require the calling card, and ID for themselves and the person they are collecting on behalf of.

  • We would like to provide you with an update on the outbreak of coronavirus and the impact on our operations.

    As a globally operating company, epidemic and pandemic risk scenarios are an integral part of the Group's continuous risk planning. Accordingly, DPDHL business operations are continually adapted to mitigate potential impacts. Deutsche Post DHL Group follows a holistic management process that enables our business units to ensure the best possible operations for our customers, even in an emergency.

    In order to closely monitor and manage the current coronavirus (COVID-19) outbreak, a Deutsche Post DHL Group coronavirus task force has been established, led by our Group CEO Dr. Frank Appel. The Group’s task force also coordinates with international organizations (such as the WHO, CDC, ECDC and Robert Koch Institute) and provides the updated and necessary information to all employees and relevant operations on precautionary measures and legal obligations.

    The safety of our employees and customers is paramount and the situation is changing rapidly, therefore constant monitoring is required. Under the supervision of the Group’s task force, we have contingency measures in place to mitigate any potential impact emerging from the spread of COVID-19. The Group’s task force frequently meets and updates top management on the evolving situation and discusses and approves preventive and mitigation measures as the situation unfolds.

    Each of our divisions manages its operations to guarantee, to the extent possible, an undisrupted service to our customers. Hence, all our divisions are mobilizing their respective Business Continuity Plans, including pandemic operating plans, and implementing preventive actions as appropriate. These include daily updates to reduce exposure to and transmission of the coronavirus, self-quarantine precautionary measures in line with official authorities’ guidance, flexible working schedules, and a travel ban to high-risk regions.

    We understand the rising concern regarding the risk of contagion. As a global service company with over 500,000 employees we thoroughly ensure our organizations in all countries operate following the protocols of official authorities, both international organizations and local country health authority advisories, whichever sets the strictest rules. We are also fully compliant with personal data protection regulation.

    Therefore, in line with World Health Organization recommendations, our employees are not legally obliged, unless mandated or strongly recommended by official health authorities of the countries, regions or cities to:

    1. Submit themselves to medical checks at customer premises (i.e., temperature controls)
    2. Answer questionnaires with business or personal travel history
    3. Wear gloves or face masks to perform their duties at any time

    On DPDHL Group Task Force

    As a globally operating company, epidemic and pandemic risk scenarios are an integral part of the Group's continuous risk planning. Accordingly, DPDHL business operations are continually adapted to mitigate potential impacts.

    Deutsche Post DHL Group follows a holistic management process that enables our business units to ensure the best possible operations for our customers even in an emergency. In order to closely monitor and manage the current Coronavirus outbreak, a Deutsche Post DHL Group Coronavirus task force has been established, led by our group CEO Dr. Frank Appel. The Group’s task force also coordinates with international organizations (such as the WHO, CDC, ECDC and Robert Koch Institute) and provides the necessary information to all employees and relevant operations.

    The safety of our employees and customers is paramount and the situation is changing rapidly, therefore constant monitoring is required. Under the supervision of the Group’s task force, we have contingency measures in place to mitigate any potential impact.

    The Group’s task force:

    • frequently meets and updates top management on the evolution of the situation
    • ensures our organizations in all countries we operate follow official authorities protocols, both international organizations and local Country Health Authority advisories (whichever sets the strictest rule)
    • discusses and approves preventive measures as the situation unfolds

    On Business Continuity Planning (BCP): Operations

    • The Group task force has classified countries of our geographical operational footprint according to Coronavirus impact. This allows the implementation of accurate and tailor-made Business Continuity Planning to local conditions; and immediate response and monitoring in highly impacted geographies.
    • Each of our divisions manages its operations to guarantee, to the extent possible, an undisrupted service to our customers. All our divisions are mobilizing Business Continuity Plans, including pandemic operating plans, and implementing preventative actions as appropriate.
    • We work with our customers to secure capacity and operations, continuously monitoring the situation, both globally and locally, to ensure we respond to guidance from worldwide Health Authority advisories and comply with any requirements set out by Government bodies worldwide.
    • The Group task force and operational teams in all divisions follow closely the development of the Coronavirus around the world and evaluate necessary adjustments required in our operations to adapt to changing conditions. We continuously work to develop solutions for our customers as the situation unfolds.
    • Please find the link with regional updates and Air, Ocean and Road Freight updated: DHL Global Forwarding

    On Business Continuity Planning (BCP): Employees

    • We keep our employees updated daily - via internal media, as well as via local management in the affected regions. We publish updated information as it becomes available to reduce exposure to and transmission of a range of illnesses – maintaining basic hand and respiratory hygiene, safe food practices and avoiding close contact, when possible, with anyone showing symptoms of respiratory illness such as coughing and sneezing. Self-quarantine precautionary measures have been implemented in line with official authorities’ guidance (quarantine arrangements can vary, from quarantine in the home to quarantine in a designated institution. The rules are laid down by the local health authorities).
    • All employee communications are in full alignment with the Group’s Chief Medical Officer.
    • Preventive medication is not yet available.
    • DPDHL Pandemics statement (Chief Medical Office): As a global company, our Group routinely takes account of epidemic and pandemic risk scenarios in its ongoing risk planning. Accordingly, DPDHL Group's business operations are continually adjusted to minimize any potential impact as far as possible. The company's relevant working group is monitoring the situation very closely, coordinating with international organizations (such as the WHO) and providing all employees and relevant Business Units with the necessary information. The safety of our employees is our top priority and we have the necessary emergency plans in place to mitigate potential effects.
    • Considering the uncertainties surrounding the Coronavirus, Deutsche Post DHL Group has introduced a general travel ban and non-DHL visitors ban for the high risk regions (please, check intranet corporate page for updated country list)
    • In addition, for all travel, we strongly recommend employees to check the status of travel restrictions prior to departure, flight operations and screening of trips origin and destination on the International SOS website. The website, a partner of DPDHL Group, provides an overview of the latest developments. Our employees are briefed and should follow standard recommendations

    FAQ

    Employees

    • How many confirmed coronavirus cases does DPDHL have?
      • We do not disclose information about the number of employees on sick leave for any condition (including Coronavirus); neither suspicious cases.
    • Does your personnel wear masks and gloves?
      • Wearing a face mask is not thought to be helpful, even by experts in countries badly affected by the coronavirus. The reason is that a face mask can only offer protection for a few hours and must then be replaced. In our everyday operations, that would mean having to replace the mask several times a day and having a sufficient supply on hand. Also, experts say there is no evidence to show that wearing a face mask significantly reduces the risk of infection for a healthy person who wears one. In fact, wearing a mask can give the wearer a false sense of security and lead them to neglect important measures such as regularly washing their hands.

        The same applies for gloves – there is no evidence to show that the risk of infection for a healthy person is significantly reduced by wearing gloves. Here, too, the deciding factor is hand hygiene, i.e. regularly washing your hands. In addition, we also advise not to shake hands with people (for example when greeting someone or saying goodbye).

        In addition, As of March 12th 2020, the World Health Organization recommends to: “Only wear a mask if you are ill with COVID-19 symptoms (especially coughing) or looking after someone who may have COVID-19. Disposable face mask can only be used once. If you are not ill or looking after someone who is ill then you are wasting a mask. There is a world-wide shortage of masks, so WHO urges people to use masks wisely.

        WHO advises rational use of medical masks to avoid unnecessary wastage of precious resources and misuse of masks (see Advice on the use of masks).

        The most effective ways to protect yourself and others against COVID-19 are to frequently clean your hands, cover your cough with the bend of elbow or tissue and maintain a distance of at least 1 meter (3 feet) from people who are coughing or sneezing. See basic protective measures against the new coronavirus for more information.
    • Can our customers impose our employees to wear masks, gloves, fill travel questionnaires or run medical checks?
      • We understand the rising concern regarding the risk of contagion. As a global service company with over 500,000 employees we thoroughly ensure our organizations in all countries operate following the protocols of official authorities, both international organizations and local country health authority advisories, whichever sets the strictest rules. We are also fully compliant with personal data protection regulation.
         
        Therefore, in line with World Health Organization recommendations, our employees are not legally obliged, unless mandated or strongly recommended by official health authorities of the countries, regions or cities to:

        1.    Submit themselves to medical checks at customer premises (i.e., temperature controls)
        2.    Answer questionnaires with business or personal travel history
        3.    Wear gloves or face masks to perform their duties at any time


    Operations

    • Can the disease be transmitted through shipments, parcels or letters?
      • There is no evidence that an infection with any type of coronavirus is possible through contact with objects or packages, including those arriving from areas where cases have been reported (source: WHO, Robert Koch institute)
    • Can I become infected by touching a pen or a hand-held scanner if an infected person has touched them as well?
      • In such cases, the risk is equally low. The World Health Organization has said that, based on current knowledge, Covid-19 is spread from person to person through small droplets from the nose or mouth, which are spread when a person with COVID-19 coughs or exhales. People with the highest infection rate are those with direct contact with an infected person.
    • How has Coronavirus impacted DPDHL shipment volumes?
      • We do not disclose information about customers’ shipments volumes or routes
    • Have DHL volumes involving Chinese imports and exports dropped off since the outbreak began?
      • We ask for your understanding that we do not disclose information about individual shipment volumes.
    • What do you do if customer shipments are rerouted or subject to a delay due to the coronavirus outbreak?
      • If a customer’s shipment is, for instance, rerouted or the delivery is subject to a delay due to the coronavirus outbreak, we will work closely with our customer to determine the best course of action for any affected shipments
    • What is the procedure for aircraft crews once they land in China?
      • Flight crews must observe the statutory rest periods. To minimize their risk of infection, we have taken appropriate measures to protect flight crews.

    We thank you for your understanding, support and trust in our service.

February 2020

  • Storm Dennis has affected all parts of the UK over the weekend. Wales was particularly severely impacted, having been subject to a Red rain warning and experienced extreme weather conditions over the last 48 hours.

    The DHL Parcel UK site in Gwaelod-y-Garth, Cardiff & the surrounding area has experienced flooding. Police have currently closed the access road to the industrial estate for safety reasons.

    We are assessing the situation and arranging a continuity plan to limit the impact to service as far is reasonably practicable. However, we do expect some disruption to deliveries in the CF postcode area.

December 2019

  • Due to continuing national strike action in France, which began last night, we are expecting transportation delays for the next week across France. This will affect our imports from Europe and exports which route through France to the rest of Europe.

    Any parcels sent using our European road services are expected to be delayed until further notice.

    Our operational teams are working hard to limit service disruption and we will continue to keep you updated of any further delays.

  • The UK has been busy shopping on line over the Black Friday weekend and we were presented with huge volumes of parcels overnight, well over forecasted levels from many of our customers. Inevitably there will be some delays in our network today as we work hard to clear this spike in volume. We would ask all of our customers and parcel recipients to be patient as all lines of communication will be very busy.

November 2019

  • Due to severe flooding, Sheffield, Rotherham and the surrounding areas are suffering from transport and access issues across much of the area which is affecting many local roads.  

    The flooding has caused some disruption to our local site operations that we expect to impact service levels today. While we have planned a full weekend recovery effort to minimize service disruption we are mindful that The Met Office is forecasting further heavy rain in the Sheffield area and it is possible the situation will worsen throughout the day. Clearly, the safety of our colleagues, partners and the public must remain our first priority. 

    Our operational teams are currently working hard to limit service disruption, but parcel deliveries from our Sheffield site are likely to incur delays. 

  • Due to a serious fire on the M6 between junction 1 and 3, the motorway has been closed since the early hours of this morning. This has caused some disruption to our line haul operation, and the following sites have experienced some parcel connection delays: Milton Keynes, Medway, Dartford, Norwich, Ipswich, Enfield and Wellingborough. Our operational teams are currently working hard to limit service disruption, but parcel deliveries may be affected coming out of the above sites. 

    We apologise for any inconvenience caused. 

October 2019

  • Due to some technical issues this morning, some of our drivers are currently unable to make updates to delivery status when out on the road. This is impacting the on-road email notifications and text messages which are sent to recipients during the day of delivery and tracking online and by phone. Customer reporting for PODs will also be affected. Please be advised that deliveries are continuing as normal and our IT teams are working hard to resolve the issue as quickly as possible. 

    We apologise for any inconvenience caused. 

September 2019

  • If you're waiting for a delivery of an iPhone and have received a DHL Parcel UK tracking number, reference number or shipment number you can track your delivery here

    Our Tracking page uses scans from our depots and drivers to provide you with all the latest information. As you can appreciate, our Customer Service Teams are likely to receive high call volumes, so our Tracking page is the quickest way to get a progress update on your iPhone delivery. 

    To view our iPhone delivery tracking FAQs, please view the document here (PDF will open in a new tab). 

  • Due to a lorry fire on the M6 at junction 15, the motorway has been closed northbound, which is causing delays in both direction and severe congestion in Stoke on Trent and surrounding areas. This has caused some disruption to our line haul operation overnight to our Runcorn, Manchester, Stafford and Middleton depots. Our operational teams are currently working hard to limit service disruption, but parcel deliveries may be affected coming out of the above sites. 

August 2019

  • Due to a technical issue yesterday, some of our drivers were unable to make updates to the delivery status of shipments while out on the road. Data uploads overnight have ensured that the shipment information has now been restored. However in some cases, parcel status may not be showing accurately when tracking online or by phone and some customers may not have received email or text notifications. We apologise for any inconvenience caused. 

  • Due to an isolated issue, some of our drivers are currently unable to make updates to delivery status when out on the road. Please be advised that our drivers are continuing to deliver as normal, although your parcel status may not be showing accurately when tracking online or by phone.

    Our technical teams are working hard to resolve this issue. Apologies for any inconvenience caused. 

May 2019

  • Due to a road traffic accident on the M62 between J22 and J24, the motorway has been closed in both directions, which is causing severe congestion in Middleton and the surrounding areas. 

    Impacted postcodes: HD, HX 

    Our operational teams are currently working hard to limit service disruption, but parcel deliveries may be affected in Middleton area. We will continue to provide the best service in these circumstances. 

April 2019

  • Due to a technical issue yesterday, some of our drivers were unable to make updates to the delivery status of shipments while out on the road. Data uploads overnight have ensured that the shipment information has now been restored. However in some cases, parcel status may not be showing accurately when tracking online or by phone and some customers may not have received email or text notifications. 

  • Easter weekend

    Please note, there will be no deliveries on Good Friday (19th  April) or Easter Monday (22nd   April).  We’ll conduct a normal service on Saturday 20th April and will resume back to full service on Tuesday 23rd April. Thank you for your patience over the Easter weekend. 

  • Consignor: Business account shipping system issue
                                        
    If you are a user of our shipping platform, Consignor, you may have seen that we have an error in the postcode update file. Unfortunately, the nature of the error is that if the postcode file has been applied you will not be able to manually generate a label.

    To correct this situation you will need to either call the DHL Parcel UK IT Service Desk on 02476 937773 or via email on servicedesk@dhlparcel.co.uk.

  • Due to an isolated technical issue yesterday, some of our drivers were unable to make updates to the delivery status of shipments while out on the road. Data uploads overnight have ensured that the majority of shipment information has now been restored. However in some cases, parcel status may not be showing accurately when tracking online or by phone.

    We apologise for any inconvenience caused.

March 2019

  • If you're waiting for a delivery of an item from Apple and have received a tracking number, reference number or shipment number you can track your delivery here.

    Our Tracking page uses the scans from our depots and drivers to provide you with all the latest information. As you can appreciate, our Customer Service Teams are likely to receive high call volumes, so our Tracking page is the quickest way to get a progress update on your Apple delivery. 

    To view our Apple delivery and tracking FAQs, please view the document below. 

    Apple delivery and tracking FAQs

February 2019

  • Parts of the UK continue to be impacted by snow and ice, with South West England facing particularly challenging weather conditions today. 

    As a result, some of our trunking operations were affected last night, and with some areas impassable for our delivery vehicles, we are likely to see some delays across this region today. 

    The Met Office has issued an amber weather warning in the South West of England and have forecast the snow will continue into the morning and move eastwards. We will continue to monitor the situation and keep you updated. 

    Impacted postcodes are as follows: BA, BS, CF, EX, NP, PL, TA, TQ, TR 

    We aim to provide the best possible services in these circumstances, but the safety of the public and our people remains paramount to us and we will only attempt to collect or deliver where it is safe to do so.

January 2019

  • As a result of ice and snow, we are experiencing delays across parts of the UK, with Northern Ireland, Scotland, the North West of England and Cornwall severely impacted.

    A trailer heading to our Truro depot has also been delayed this morning, following the police closure of the A30.  As a result, parcels due for delivery in the Truro area will be delayed.

    The Met Office has issued further yellow weather warnings for Thursday and Friday. We are closely monitoring the situation and our operational teams are working hard to minimise disruption where possible.

    Impacted postcodes are as follows:  BB, BT, CH, EX, LA, LL, OL, PL, SK, ST, TR

    The safety of the public and our people remains paramount to us and we will only attempt to collect or deliver where it is safe to do so.

  • Due to a technical issue, parcels that are due for delivery today cannot currently be tracked on our website or by our Customer Service Teams. Our drivers are operating normal services and your parcel should be delivered as planned. We apologise for any inconvenience caused.

December 2018

  • Due to an isolated technical issue, some of our drivers are currently unable to make updates to delivery status when out on the road. Please be advised that our drivers are continuing to deliver as normal, although your parcel status may not be showing accurately when tracking online or by phone.

    Technical teams are working to resolve the issue. 

  • The outage with our mobile data supplier has now been resolved and our systems are back up and running as usual. Please be advised that your parcel status should now show accurately when tracking online or by phone.

  • Due to a mobile data issue with our supplier, our drivers are currently unable to make updates to delivery status when out on the road. This is impacting the live email notifications and text messages which are sent to customers during the day of delivery.

    Please be advised that deliveries are not affected and are continuing as normal although parcel status may not be showing accurately when tracking online or by phone. Technical teams from the mobile data supplier are currently investigating the issue. 

    If you have any queries, please do not hesitate to contact your Account Manager.

November 2018

  • One of our trailers which was en route to Truro failed to make connection with our delivery fleet this morning due to a vehicle breakdown. Our operations teams have been working hard to limit service disruption, but some parcel deliveries may be impacted in the Truro area. We apologise for any inconvenience caused.

October 2018

  • If you're waiting for a delivery of an iPhone and have received a DHL Parcel UK tracking number, reference number or shipment number you can track your delivery here.

    Our Tracking page uses scans from our depots and drivers to provide you with all the latest information. As you can appreciate, our Customer Service Teams are likely to receive high call volumes, so our Tracking page is the quickest way to get a progress update on your iPhone delivery.

    To view our iPhone delivery and tracking FAQs, please view the document here (PDF will open in a new tab).

  • Due to an accident on the M25 clockwise between J28 and J27, as well as a separate incident on the A13, there is severe congestion in the South East. 

    Our operational teams are currently working hard to limit service disruption, but parcel deliveries may be affected in the South East. 

September 2018

  • The DHL Parcel UK website will be unavailable  on Sunday 30th September between 9am and 10.30am whilst we carry out scheduled maintenance. We apologise for any inconvenience this may cause.