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Frequently asked questions about tracking

  • Shipments weighing up to 31.5 kg are delivered on the next business day as standard.

    Shipments over 31.5 kg. shall be served within 2 working days.

    Detailed information is available in the Rules.

  • This message appears when the information we hold is insufficient to deliver the shipment (e.g., the shipping address is incorrect or additional information is required to deliver the shipment). In this case, please contact the Hotline to complete this information.

  • Shipments are transported through the DHL operating network. The specificity of the logistics industry means that shipments are not transported directly from the place of delivery to the place of delivery, but pass through the Sorting Centres. It is a place of transit, eventually the shipment will arrive at the specified delivery address anyway.

  • The consignment note number is necessary to check the status of the consignment. If you do not have a letter number, we suggest contacting the sender.

  • DHL tracking number eCommerce for domestic shipments is 11 digits, only composed of numbers and starts with 1 (e.g.: 12345678901) or 2 (e.g.: 25467388748). Please make sure you have entered the correct shipping number and try again.

  • Yes, you can make a complaint for a service that has not been performed within the prescribed period.

    DHL is liable for damage caused by delay in delivery of the consignment. In the case of DHL PARCEL 9 and DHL PARCEL 12, the payer of the service is entitled to compensation of 100% of the basic fee. For other transport services, compensation of up to 50% of the basic transport fee resulting from the price list valid on the date of shipment or contract concluded with DHL is entitled, provided that the delay lasted more than one day.

  • If the above situation occurs and your shipment is not delivered due to DHL, please report it to DHL eCommerce Customer Service using our form.

  • In the above situation, take advantage of our Form. In response to your request, our courier will come to you to write down the damage report.

  • Report the damage to your shipment within 7 calendar days from the date of delivery through our Form.

  • + 48 42 6 345 345

    The hotline is open:
    Monday - Friday: 7.00 - 20.00
    Saturday: 7.00 - 15.00