Customer Service
The very intensive growth of our business has meant that we are currently experiencing an increased number of shipments through the DHL network, which is temporarily resulting in longer delivery times for some of them. In order to ensure that parcels reach their addressees as quickly as possible, we have implemented new operational solutions and are systematically increasing the courier crew and warehouse team. One temporary solution is to divert some shipments. On an exceptional basis, we deliver to parcel points and vending machines located close to our customers so that they arrive as quickly as possible and customers can collect them at a convenient time without having to wait for a courier. At the same time, we are strengthening our customer service team and optimising our tracking tools. Every notification from customers is a very important signal for us. We apologise for any inconvenience and assure you that our priority is to maintain the highest timeliness and quality of delivery of your parcels.
FAQ - Returns
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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- 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.
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You can find a Service Point for Returns drop off via this link: psf.dhl.com
