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.
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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 Polska 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 Polska 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 Polska 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.
Questions concerning complaints about domestic shipments
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Complaints should be submitted in writing on our DHL24 website or to the following address
DHL eCommerce Polska Sp. z o.o.
Dział Reklamacji
ul. Targowa 35
90-043 Łódź
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There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.
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Complaints are dealt with in 10 working days after all necessary documents and explanations have been submitted. This is a term offered, not guaranteed. DHL terms and conditions eCommerce will provide 30 days to render the decision.
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The complaint decision is sent by email to the email address indicated in the report.
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As soon as damage is discovered, the carrier must be notified immediately, preferably by reporting on DHL24.
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You should immediately report this to DHL24 by registering a request.
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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
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Complaints should be submitted in writing on our DHL24 website.
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There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.
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Complaints are dealt with in 30 working days after all necessary documents and explanations have been submitted. This is a term offered, not guaranteed.
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The complaint decision is sent by email to the email address indicated in the report.
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Upon discovery of damage, the local carrier in the country of delivery must be notified immediately and/or a damage report must be drawn up.
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Contact your local carrier immediately and make a request on DHL24.
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An international shipment is deemed lost after 60 days.
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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.
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+ 48 42 6 345 345
The hotline is open:
Monday - Friday: 7:00 am - 8:00 pm
Saturday: 8 am - 4 pm