What is a tracking number and where can I find it?
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.
When will my tracking information appear?
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.
Why is my tracking number/ID not working?
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 I do not have my tracking number, is it still possible to track my shipment?
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).
When will my shipment be delivered?
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.
Which provider will deliver my parcel?
DHL has a partnership with DHL Express Italy. International shipments from Europe will be collected from the shipper and brought into Italy by DHL. The delivery is then usually handled by DHL Express Italy.
The delivery of international shipments with origin outside from Europe will be usually handled by Poste Italiane/ SDA.
Can I change my delivery address?
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 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.
Can I change the delivery day or delivery time?
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 Italy 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.
My shipment has not been delivered within the expected delivery time. What can I do?
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.
My shipment is damaged or the content is missing. What can I do?
Most DHL Parcels in Italy are delivered by our trusted partner DHL Express Italy. In case of a damaged shipment or missing content, please contact DHL eCommerce customer service for getting information for your next steps.
A small amount of DHL Parcels with origin outside Europe are delivered by Poste Italiane/ SDA. In those cases we kindly advice you to directly contact Poste Italiane/ SDA.