Complaints

• Untimely delivery - required documents

  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

• Lost, damaged or lost contents of the shipment - required documents

  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

• Internet fraud and scams

  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.

Questions concerning complaints about domestic shipments

• Where and in what form can I make a complaint?

  Complaints should be submitted in writing on our DHL24 website or to the following address

  DHL eCommerce (Poland) Sp. z o.o.

  Dział Reklamacji

  ul. Targowa 35

  90-043 Łódź

• How much time do I have to make a complaint?

  There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.

• How long does it take to process a complaint?

  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.

• In what form will I get a response to my complaint?

  The complaint decision is sent by email to the email address indicated in the report.

• What should I do if I receive a damaged parcel?

  As soon as damage is discovered, the carrier must be notified immediately, preferably by reporting on DHL24.

• What steps should I take if my parcel has not arrived?

  You should immediately report this to DHL24 by registering a request.

• What documents should be enclosed with the complaint?

  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

• Where and in what form can I make a complaint?

  Complaints should be submitted in writing on our DHL24 website.

• How much time do I have to make a complaint?

  There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.

• How long does it take to process a claim?

  Complaints are dealt with in 30 working days after all necessary documents and explanations have been submitted. This is a term offered, not guaranteed.

• In what form will I get a response to my complaint?

  The complaint decision is sent by email to the email address indicated in the report.

• What should I do if I receive a damaged parcel?

  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.

• What steps should I take if my parcel has not arrived?

  Contact your local carrier immediately and make a request on DHL24.

• When will my parcel be considered lost?

  An international shipment is deemed lost after 60 days.

• What documents should be enclosed with the complaint?

  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.

• Please contact the DHL eCommerce Hotline

  + 48 42 6 345 345

  The hotline is open:
  Monday - Friday: 7:00 am - 8:00 pm
  Saturday: 7:00 am - 3:00 pm