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FREQUENTLY ASKED QUESTIONS

TRACK AND TRACE

  • You can track your shipment on our website or one of our online portals, using the tracking number or ID your merchant has provided. Usually your merchant or online shop also sends you a link to track your shipment.

    Please use the following options to check the status of your parcel.

    For shipments sent from Europe, please use DHL Express Greece

    For shipments sent from the United States, please use DHL eCommerce United States

    For shipments sent from Asia Pacific, please use DHL eCommerce Asia Pacific

    If you expect an international parcel sent with DHL Express, please use Express Tracking

    In case you received a dedicated link from your shipper please use this link to track your parcel. If you have not received a parcel ID, please contact the sender to ask for the status of your shipment.

  • 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, please click here

  • 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.

  • For most shipments, we provide only milestone tracking, which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.

    Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your sender, merchant or online shop. The sender as our contract partner can start an investigation for lost items.

    Please also note that some shipments only have limited tracking events in the country of origin and no tracking events in the destination country.

  • 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.

DELIVERY

  • DHL has a partnership with DHL Express Greece. International shipments from Europe will be collected from the shipper and brought into Greece by DHL. The delivery is then usually handled by DHL Express Greece.

    The delivery of international shipments with origin outside from Europe will be usually handled by Elta Hellenic Post.

  • 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.

  • If a change in delivery address is possible for your shipment, you will automatically receive an e-mail or text message from DHL Express Greece prior to delivery, with instructions on how to arrange the change. This electronic notification is available in case relevant contact details have been provided to DHL by the shipper.

  • If a change in delivery day or delivery time is possible for your shipment, you will automatically receive an e-mail or text message from DHL Express Greece prior to delivery, with instructions on how to arrange the change. This electronic notification is available in case relevant contact details have been provided to DHL by the shipper.

COMPLAINTS

  • Most DHL Parcels in Greece are delivered by our trusted partner DHL Express Greece. In case of a damaged shipment or missing content, please contact customer service of DHL Express Greece for getting information for your next steps.

    A small amount of DHL Parcels with origin outside Europe are delivered by Elta Hellenic Post. In those cases we kindly advice you to directly contact Elta Hellenic Post.

  • 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.

CUSTOMS

  • Shipments must be custom cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.

  • Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on the country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.