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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 Parcel 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 Parcel Polska Sp. z o.o.
    Dział Reklamacji
    ul. Targowa 35
    90-043 Łódź

Make a complaint

Questions about complaints

  • Yes, you can make a complaint about a service that was not provided within the stipulated timeframe. DHL shall be liable for damage caused by delayed delivery of a consignment with a guaranteed delivery date as per the offer in the Price List. The payer for the service is entitled to a compensation amounting to 100% of the basic fee, according to the Price List valid on the day of shipment or contract concluded with DHL.

  • If the above situation occurs and the shipment is not delivered through DHL's fault, please report this fact to DHL Parcel 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.

  • The expected deadline for processing the complaint is 10 working days from the date of registration of the complaint. In the case of insured shipments, this period may be extended.

  • + 48 42 6 345 345

    The hotline is open:
    Monday - Friday: 7.00 - 20.00
    Saturday: 8.00 - 16.00