Complaints

We are sorry that our service has failed your expectations. We will do our best to make this a one-off incident only.

If you would like to make a complaint, read the practical information regarding the documents necessary for its consideration.

Untimely delivery:

complaint letter with consignment note number
original or copy of consignment note
amount of the claim
bank account number.

Soon as possible you can make a complaint on our website.

You can also send a complaint to:

DHL eCommerce (Poland) Sp. z o.o.
Dział Reklamacji
ul. Targowa 35
90-043 Łódź
A set of required documents in case of complaint of loss, damage or loss of contents of the shipment:

a complaint letter with the consignment note number together with the amount and bank account number,
consignment note (copy left by courier),
the shipping damage report (the copy in the possession of the aggrieved party),
a document confirming the value of the damage depending on its type (purchase/sale agreement; invoice/fiscal receipt/cash receipt),
original calculation of the cost of manufacturing the product, drawn up by the manufacturer or repair bill / calculation of repair costs / invoice for repair,
in the case of insured shipments, a document of purchase or manufacture of the goods is required.

Soon as possible you can make a complaint on our website.

You can also send a complaint to:

DHL eCommerce (Poland) Sp. z o.o.
Dział Reklamacji
ul. Targowa 35
90-043 Łódź
In the case of an online fraud or scam, the victim should:

Immediately report the above to the Police Station in your area.
Require the receiving law enforcement agency to issue a probable cause document.

                      The addressee of the above document must be:
                DHL eCommerce (Poland) Sp. z o.o.
                      ul. Osmańska 2
                      02-823 Warsaw

It must be clear from the content of the document that an offence is likely to have been committed, indicating the consignment note number, the amount taken and the suspect.
Dostarczyć w trybie pilnym dokument poprzez zgłoszenie korzystając ze strony DHL24 https://www.dhl.com/pl-en/ecommerce/business-customers/customer-services/contact-public-administration-authorities.html
In the event of timely delivery of the document, the funds will be secured in the DHL account until a written order has been received from the Prosecutor’s Office or the Court.

Make a complaint

Questions concerning complaints about domestic shipments

Please include the following with your claim submission:

A complaint letter stating the waybill (tracking) number, the amount claimed, and your bank account details
Proof of the carriage contract (e.g. the shipping label or other evidence of dispatch)
A damage report (the claimant’s copy)
A document evidencing the value of the loss, appropriate to its nature (such as a purchase-sale agreement, invoice, fiscal receipt, or cash voucher). If you are claiming repair or reproduction costs, please attach the original cost estimate prepared by the manufacturer, the repair bill, a repair cost calculation, or a repair invoice
Photographs of the damage, the external packaging, and the internal protective packing

Questions on claims for international shipments

Please include the following with your claim submission:

A complaint letter stating the waybill (tracking) number, the amount claimed, and your bank account details
Proof of the carriage contract (e.g. the shipping label or other evidence of dispatch)
A damage report (the claimant’s copy)
A document evidencing the value of the loss, appropriate to its nature (such as a purchase-sale agreement, invoice, fiscal receipt, or cash voucher). If you are claiming repair or reproduction costs, please attach the original cost estimate prepared by the manufacturer, the repair bill, a repair cost calculation, or a repair invoice
Photographs of the damage, the external packaging, and the internal protective packing
For parcels delivered abroad: a statement in English confirming that the recipient has not received the shipment, including the waybill (tracking) number and the JJD number.