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Fraudulent Use of the DHL Brand

Attempts have been made to defraud Internet shoppers by the unauthorised use of the DHL name and brand via email communications and graphics which appear, on the surface, to have originated from DHL.

In most cases the communications concern the sale of consumer goods over the Internet where payment may be requested before the goods are delivered.

Please be advised that DHL does not request payment in this manner. DHL only collects money due for official DHL related shipping expenses.

This security notice does not affect the obligation of a consignee to pay shipping, customs, VAT or similar charges, where these are properly payable at the time of delivery.

DHL accepts no responsibility for any costs, charges or payments made which were improperly incurred as a result of fraudulent activity.



If you are in any doubt as to the integrity of a website that uses the DHL brand, please always access DHL websites via our global website.

Visit DHL Global Website


DHL Fraud Awareness Guidelines

Thank you for joining our effort to combat online fraud. DHL goes to great lengths to protect our customers from fraud. If you suspect having received fraudulent emails, SMS or found a website or social media account that tries to pass off as DHL, we encourage you to let us know at your earliest convenience, so that we can quickly take actions to stop the fraud.

Please report all suspicious activity to our dedicated Anti-Abuse Mailbox at following the below instructions.

We thoroughly investigate every report of suspected fraud, but generally, will not respond to personal inquiries. If you have questions regarding the status of a shipment or an invoice, please direct those to our customer support.

  • Below are some indicators that can help you assess whether the received email is fraudulent.

    • Official DHL communication is always sent from,,,, or another country domain after @dhl.

      Note! Be aware of spoofed phishing emails sent from fake email addresses using DHL legitimate domains. In such cases, when the sender appears legitimate, but the email still seems suspicious, always inspect the content of the email for anomalies such as an urgent tone, grammatical errors, unfamiliar URLs or attachments. Please refrain from clicking on any unknown links or opening attachments that seem suspicious.
    • We never use @gmail, @yahoo or other free email services to send emails.
    • We never link to a website other than our own starting with for example,,, or a country/campaign website

    From a desktop computer: 

    • Drag & Drop the suspicious email into a new message and send it to as attachment. If the “drag & drop” feature is not available in your email client, please follow this guide that includes some of the most used email clients on how to forward email attachments. To effectively shut down the fraudulent service, we need complete mail headers which are not included in a forwarded message.

    From a mobile device: 

    • Forward the message to us. If feasible, please always send the suspected email from a desktop as attachment including complete mail headers.
    • Report the message as spam within your mail app, so that your mail provider can take appropriate actions.
    • SMS Scams often include a shortened URL e.g. starting with to obfuscate the final destination of the link.
    • The sender number is not visible, instead you find a generic name such as “Delivery”.
    • The phone number starts with a a country prefix outside of an expected territory (e.g. +235).

    Send a screenshot of the suspicious SMS to, include the suspicious phone number in the message.

    • The account is lacking a sign of verification (e.g. there is no blue badge).
    • The account attempts to continue the communication over an encrypted channel such as Whatsapp or Telegram.
    • The account is only a couple of weeks old.
    • The account offers “free Visa”, “free flights” or to “double your investment”.
    • The account does not make use of an adequate profile picture (DP/DHL Logo) and background picture.
    1. Please report the social media account/post destination (URL) or phone number to
    2. If available, report the account/post directly to the social media channel as fraud.
  • If you receive unexpected messages alerting you over changes to your account, such as address changes or password reset notifications that were not triggered by yourself, it is possible that hackers are trying to take over your account.

    1. Login to your account and change the password
    2. If you lost access, please report this incidence via customer support

Local Alerts

  • We move fast! Even before your packages are loaded onto planes, DHL sends your customs invoice details (data) to customs authorities for security screening and to also start customs clearance.
    The customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives.
    This is based on the information provided on the shipping label (or waybill), customs invoice (Commercial/Proforma), and customs paperwork – in particular the shipment contents, goods origin, declared value and weight.

    • DHL pays duties on the receiver’s behalf to clear shipments on arrival.
    • DHL will then contact you by email or SMS to request the payment from you.

    The DHL SMS originates from DHL and will contain you 10 digit tracking number.
    The message will state:
    Payment of import duty/tax & advance fee is required for DHL Express (tracking number) from (SHIPPER NAME).
    Pay securely: this is an individual payment link for each shipment.
    The DHL email comes from DHL Express with same information 10 digit tracking number and Shipper Name.
    You can also check the AWB on MyDHL+
    Please report any suspicious EMAIL/SMS to
    If you require any further information on Vat & Duty Payment Requests from DHL please call 01844 8317 or go to Shippers and receivers guide to duties and taxes (  

    If you have questions regarding the status of a shipment please direct those to our Customer Support at Help, support, FAQs, shipping advice and contact DHL Express in MyDHL+

    If you have questions regarding the invoice of the shipment please direct those to our Invoice Enquiry Team

  • We are currently receiving reports of individuals being targeted via Online Selling Websites. This New Phishing trend involves emails/SMS purporting to be from DHL. With this new phishing scam, a seller lists an item for sale via an online selling website and is contacted by an ‘interested buyer’ which opens up a dialogue through SMS or Instant Messaging app. The “Buyer” states that they want to use DHL to arrange payment and collection of item.


    DHL does not arrange or facilitate payments between Buyer & Seller. When arranging payment, the seller receives an SMS/email purporting to be from DHL. The fraudulent links or URLs in the message are part of a Phishing Campaign with the purpose of trying to access customer bank information. These fraudulent messages may also contain Malware. 



    If you are targeted by this scam or receive anything suspicious, what should you do?

    • Contact the Online Selling Site to report the “Buyer”. (Online Selling Sites generally have guidance notes available to advise Sellers about arranging payment and using the service safely.) 
    • Forward suspicious emails/SMS to 
    • In general, you should never open any unexpected documents/attachments even if you know the sender or the content of the email.
    • If you do receive e-mails/documents verify them before clicking on any links.
    • If you have opened a suspicious document or clicked on a suspicious link contact your Bank.
    • If you suspect fraudulent activity on your Bank Account contact Gardaí.
  • If you have received a suspicious email suggesting that DHL is attempting a delivery and requesting that you open the email attachment in order to affect delivery, this email is fraudulent, the package does not exist and the attachment may be a computer virus/malware. Please do not open the attachment, click any links or enter into any correspondence with the sender of the email. This fraudulent email did not originate from DHL.

    Please note that genuine On Demand Delivery emails come from a address. 

    Please report suspicious emails/sms to and

  • If you have received a suspicious SMS text message requesting payment from any sender other than “DHL” please be assured this fraudulent message did not originate from DHL.

    If you suspect fraudulent activity on your Bank Account contact the Garda Siochana cyber fraud division and your bank/credit card provider. 

    Unfortunately e-fraud is an increasing problem around the world and we have noted many cases of trusted brand names being fraudulently used by these criminals in an attempt to gain recipients trust, therefore maximizing the impact of such illegal activities.

    Alternatively, please contact our DHL Customer Services team on 0818 725 725
    Customer Service

    If you are still in doubt about the authenticity of an email/SMS, track the number provided.
    If no tracking results are returned, it is not a valid tracking number and the email was not sent by DHL. 

    Please report suspicious emails/sms to and 



Thank you for joining our effort to combat online fraud. 

DHL goes to great lengths to protect our customers from fraud. If you suspect having received fraudulent emails, SMS or found a website or social media account that tries to pass off as DHL, we encourage you to let us know at your earliest convenience, so that we can quickly take actions to stop the fraud.