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
Questions concerning complaints about domestic shipments
-
Complaints should be submitted in writing on our DHL24 website or to the following address
DHL Parcel Polska Sp. z o.o.
Dział Reklamacji
ul. Targowa 35
90-043 Łódź
-
There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.
-
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.
-
The complaint decision is sent by email to the email address indicated in the report.
-
As soon as damage is discovered, the carrier must be notified immediately, preferably by reporting on DHL24.
-
You should immediately report this to DHL24 by registering a request.
-
Applications must be accompanied by:
- a letter of claim with the consignment note number, together with the amount and the 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.
Questions on claims for international shipments
-
Complaints should be submitted in writing on our DHL24 website.
-
There is one year to make a claim for an additionally uninsured shipment and three years for an insured shipment.
-
Complaints are dealt with in 30 working days after all necessary documents and explanations have been submitted. This is a term offered, not guaranteed.
-
The complaint decision is sent by email to the email address indicated in the report.
-
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.
-
Contact your local carrier immediately and make a request on DHL24.
-
An international shipment is deemed lost after 60 days.
-
Applications must be accompanied by:
- a letter of claim with the consignment note number, together with the amount and the 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.
- removal of external packaging and internal security features of the consignment
- in the case of a parcel delivered abroad, a declaration in English that the consignee does not have the parcel, which includes the consignment note number and the JJD number.
-
+ 48 42 6 345 345
The hotline is open:
Monday - Friday: 7.00 - 20.00
Saturday: 8.00 - 16.00