Redirect a package if you know you can't pick it up!

FAQs about redirecting a package in DHL Parcel ServicePoints

• Where can I redirect my parcel to?
  • to any other address within the same DHL Parcel area;
  • to DHL Parcel ServicePoint - we have a network of partner points all over Poland; You can only redirect your shipment within the delivery terminal, see the "Redirect package" section for more information;
  • for DHL Parcel ServicePoint vending machines - a parcel machine. They are available in https://dhl24.com.pl/mapa. You can only redirect your parcel within the delivery terminal, for more information see the "Redirect parcel" section;
  • back to the sender if you do not want to receive the shipment.
• What is a network of 14,000 DHL Parcel ServicePoints?

  DHL POP is POPULAR and super-convenient places where you can quickly and easily pick up or drop off your package or automobile. In short, we call them DHL POP. The network includes POP BOX machines and DHL POP points such as: Zabka, Inmedio, Lewinan, Lidl, Shell, Kaufland, ABC and others.

• When can I redirect a package?

  The parcel can be redirected as early as the parcel's electronic data is provided by the sender to DHL (parcel not yet shipped) and on the shipment day until 23:59.

  The redirection instruction will be carried out within 1-2 working days from the day of shipment (excluding Saturdays, Sundays and bank holidays).

• When will the courier try to deliver the parcel to me if I do not change anything in the delivery?

  In case of Premium services, the courier will try to deliver the parcel the next business day after it has been sent. In case of Standard services, the courier will try to deliver the parcel within the next 2 business days after it has been sent.

  • If you don’t get the courier, you will be awake and the shipment will be delivered to DHL POP in your nearest area where you will expect to receive 4 consecutive calendar days.
  • If your shipment is not eligible for delivery to a DHL ServicePoint, e.g. it will be too heavy, you will be able to pick up the shipment at the DHL ServicePoint the next business day after the first failed delivery attempt. You will find the address of the service point in the note.
  • If you do not collect the parcel personally, on the next business day our courier will try to deliver your shipment once more. If the courier finds you are once again not available, they will leave you a note.
  • For 4 calendar days after the second failed delivery attempt, you will be able to pick up your shipment at the DHL POP Service Desk. You will find the address of the service also in the note.
• How many times will the DHL Parcel courier try to deliver the parcel to the indicated address?

  If the shipment qualifies for delivery to the DHL POP Package Service Point, after the first unsuccessful delivery attempt, the shipment will be redirected to the DHL POP Packages in your nearest area, where it will wait for 4 consecutive calendar days.
  
  

• What happens if a shipment is not delivered / collected?

  If a shipment is not delivered / collected:

  • After two unsuccessful delivery attempts and 4 calendar days awaiting pickup at DHL Parcel Customer Service, the shipment will be returned to the shipper.
  • After 4 calendar days awaiting personal pickup in Your personal DHL POP package will be returned to the shipper.
  • If you redirect a parcel on the website przekieruj.dhlparcel.pl, but the shipment still isn't delivered/collected within 10 calendar days after its shipment, on the 11th day we will return it to the sender.
• What can I do if my delivery address is incorrect?

  If your delivery address is incorrect, please contact Customer Service using the form.

• What can I do on the "Redirect a parcel" site?

  There are following options in the "Redirect a parcel" service:

  • Change the parcel delivery date to another one than initially planned.
  • Change the delivery address if you know our courier will not find you at the address given by the sender.
  • Select pick-up options at the DHL ServicePoint without waiting for delivery by courier.
  • Cancel receipt of the parcel if you decide you do not want the ordered product.

  You can change the delivery address or redirect the shipment for pickup at the DHL ServicePoint only within the delivery terminal appropriate to the address indicated by the sender. In order to change the delivery details so that the parcel can be handled by another terminal, you can do it by contacting the sender. Our website will inform you if you need to contact the sender.

  • What is the DHL delivery terminal?

  The DHL delivery terminal is a unit delivering parcels in a defined area. There is a DHL Parcel Customer ServicePoint near the terminal where you can pick up your shipment. You can change your delivery address or the address of the DHL ServicePoint within the specified area of the original terminal.

• What is the PIN Code?

  The PIN code is a string of six digits associated with each parcel, which enables the user to log on to the “Redirect a Parcel” site.

• How many PIN codes will I get if I am to collect multiple parcels from different senders?

  You will get one PIN code for each parcel (each consignment note). If you wait for multiple parcels from different senders, you will get individual PIN codes for every shipment via a notification message.

• I lost my PIN code to the "Redirect a parcel" site. What should I do?

  There is the option “I don't have a PIN code” available on the “Redirect the parcel” service home site. It makes it possible to resend the e-mail/SMS message with the PIN code. You have to enter the consignment note reference number and your phone number / e-mail address matching the data given by the sender.

• Which parcels are covered by the service "Redirect a parcel"?

  You can change the delivery details of the following parcels:

  • Domestic parcels up to 31.5 kg in weight or with the sum of sides (length + width + height) up to 300 cm.
  • International DHL Parcel Connect parcels transported via road and delivered in Poland.
• What parcels are not covered by the service?

  You cannot redirect a parcel in the following cases:

  • if you have decided on your order that you want it pick up at the DHL Parcel ServicePoint,
  • when the parcel weights more than 31.5 kg or the sum of its sides (length + width + height) is greater than 300 cm;
  • when the sender has not given your contact details – telephone number or e-mail address;
  • if the shipment is a timely delivery - DHL PARCEL 09 or DHL PARCEL 12.
• What happens if after shipping it turns out the parcel is heavier than the sender declared?

  DHL Parcel reserves the right not to make an order if, after verification, it appears that your shipment weighs more than:

  • 31.5 kg and/or the sum of its sides (length + width + height) exceeds 3 meters.
  • 25 kg and/or its dimensions are greater than 80x60x60 cm, and you have selected the option of collecting the parcel at the DHL Parcel ServicePoint.

  In such cases we will contact you and arrange delivery details.

• When will I get a notification about the possibility of changing delivery details on the "Redirect a parcel" site?

  You will get a notification about a possibility of changing delivery details on the “Redirect a Parcel” site:

  • after the sender has provided DHL with electronic shipment details (parcel not yet shipped);
  • after the sender has handed over the parcel to the DHL Parcel courier to transport.
• When can I make changes on the "Redirect a parcel" site?

  It’s good to know that: The “Redirect a Parcel” site is available 24 hours a day, 7 days a week. The delivery date depends on the time you make a change in the service.

  • You can make the change on the day on which the sender provided DHL with electronic shipment data (parcel not yet shipped).
  • You can already make a change on the shipment day. The deadline for making any changes is 23:59 on the day on which the parcel was sent. 
  • In order for us to be able to process your order, i.e. deliver the shipment on the next business day, you must make the change no later than midnight the day before, DHL reserves the right to process your order within two business days if the scope of the order changes the delivery address (recipient address or DHL Parcel ServicePoint address) significantly. 
  • You may place several requests until midnight. However, each subsequent request will cancel the previous one. We will deliver the parcel according to your last decision made through the "Redirect a Parcel" service.
• When will my request be executed?

  We can execute your request on the next business day after it has been submitted at the earliest, or at a different time you have given, but not later than on the 10th day after the shipment.

  DHL reserves the right to execute the disposition within two working days if its scope changes the delivery address (final recipient address or DHL ServicePoint address) to a significant extent.

• What shipments can I pick up at the DHL Parcel ServicePoint?

  At the DHL Parcel ServicePoint you can pick up a shipment that meets the following criteria:

  • its weight does not exceed 25 kg;
  • its dimensions do not exceed 80x60x60cm;
  • it’s a single-piece parcel;
  • is insured up to a maximum value of 6500 PLN;
  • the recipient’s mobile phone number was given (it is necessary to get a notification and the PIN code required to collect the shipment);
  • the sender covers the transport costs;
  • the parcel was sent with no additional services such as: Return Of Certified Documents (ROD) including a personal signature; Proof Of Delivery (POD);
  • the parcel was sent without the requirement that the courier collects the money from the recipient/refund the amount due for the ordered goods (COD) or the amount collected is less than 1000 PLN.

  In the parcel machine DHL Parcel you can collect every parcel that meets the following requirements:

  • its weight does not exceed 25 kg;
  • its dimensions do not exceed 60x40x40cm;
  • it’s a single-piece parcel;
  • is insured up to a maximum value of 6500 PLN;
  • the recipient’s mobile phone number was given (it is necessary to get a notification and the PIN code required to collect the shipment);
  • the sender covers the transport costs;
  • the parcel was sent with no additional services such as: Return Of Certified Documents (ROD) including a personal signature; Proof Of Delivery (POD);
  • the parcel was sent without the requirement that the courier collects the money from the recipient/refund the amount due for the ordered goods (COD).
• How long can I pick up my package at the DHL Parcel ServicePoint?

  Shipment Wait Time Pickup at DHL POP Packages is 4 calendar days from the next day after shipment to a point.

• Where can I find a list of available DHL Parcel ServicePoints?

  You can find a list of our DHL Parcel ServicePoints at: https://parcelshop.dhl.pl/mapa

• Which Internet browsers support the "Redirect a parcel" website?

  Internet browsers that enable you to fully use the "Redirect a Parcel" site are as follows:

  • Mozilla Firefox, Google Chrome, Opera, Microsoft Edge – current version and 5 previous versions (also applies to mobile browsers).