DHL eCommerce Tracking and Shipment Status FAQ

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.

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).

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 neighbouring 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.

In Italy, DHL has partnerships with DHL Express Italy and Poste Italiane. International shipments from Europe will be collected from the shipper and brought into Italy by DHL.
The delivery is then usually handled by our trusted partners.

The delivery of international shipments with origin outside from Europe will be usually handled by Poste Italiane/ SDA.

If a change in delivery address is possible for your shipment, you will automatically receive an e-mail or text message from DHL Express Italy or Poste Italiane 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.

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.

Once you have dropped off your return, you can track it by entering the shipment number into the DHL track & trace. This will give you real-time updates on the status of your return.

Your shipment number can be found in the return confirmation email sent to you or on the proof of handover. Additionally, the shipment number is printed below the lowest barcode on the Return label.

Returns are usually delivered within 5-7 business days to the customer’s warehouse. After this, the processing at the customer’s warehouse starts and can take another 1-2 weeks.

The tracking updates may take some time, especially if the return is in transit. If there has been no update after a few days, please contact the customer service of the online shop you ordered at as the shipper can claim the lost parcel with DHL.

If your return is lost in transit, please reach the customer service of the online shop you ordered at as 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.

If the tracking shows that your return was just delivered but you haven’t received a refund, please wait 1-2 weeks because it takes some time for the merchant to process the return and initiate the refund. In case your return was delivered some time back and you still did not receive a refund, please reach out to the customer service of the online shop you ordered at.

If you still have the original box, you can use it to return your package. Just make sure the old label is unreadable, especially the barcodes. Otherwise, a new, sturdy box will also work fine. Close it with a piece of tape or adhesive tape, then you can be sure that your return will arrive safely at the sender.

• Label at hand: Just stick the label on top of your parcel so that it is clearly legible. Please make sure that the label is not stuck over several sides of the package and that the barcodes are easy to scan.    
• QR code: If you are returning with a QR code, just show the QR code at the Service Point and the label will be printed for you.  
• Generally, if you do not have the option to paste over the old label, make the old label unreadable, especially the barcodes.

You can find a Service Point for Returns drop off via this link: psf.dhl.com