HOW TO RETURN ORDERS
WITH DHL ECOMMERCE
In order to be able to return an order is need a label for shipping. It is likely that the online store where you made your purchase sends you a return label. If that is not the case, you can create your return label via the DHL eCommerce shipping tool simply and quickly.
With over 3,700 DHL ServicePoints on the Iberian Peninsula and over 140,000 in Europe , returns are 10 minutes away.
Frequently Asked Questions
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Once you have delivered your return, you will be able to track it by entering the shipment number into DHL’s tracking (track & trace) system. This procedure allows you to obtain updated real-time information about the status of your return.
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The shipment number can be found in the return confirmation email or in the proof of delivery. Additionally, the shipment number is printed below the last barcode at the bottom of the return label.
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Returns are typically delivered to the customer’s warehouse within 5-8 business days. After this delivery, processing begins at the customer’s warehouse, which may last an additional 1 to 2 weeks.
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Updates to tracking may take time, especially when the return is in transit. If there is no update after a few days, you should contact the customer service of the online shop where you purchased, as only the sender can lodge a complaint with DHL for any loss of the order.
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In case of loss of return during transport, you should contact the customer service of the online shop where you placed the order, as only the sender – as part of DHL’s contract – has the legitimacy to file a loss claim.
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If tracking indicates the return has been delivered but the refund has not yet been made, it is recommended to wait 1-2 weeks as the merchant needs time to process the return and initiate the refund. If more time has elapsed, you should contact the customer service of the online shop where you placed the order.
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If you still have the original packaging, you can use it to return it. You should make sure that the old label is unreadable, especially the barcodes. Alternatively, you can use a new, rugged housing. The package must be properly closed with adhesive tape to ensure the return arrives safely to the shipper.
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- Printed label: The label should be placed on top of the package in a fully visible manner. It is important to ensure that it is not applied over different faces of the volume and that barcodes remain legible for easy optical reading.
- QR code: If the return is done via QR code, simply display it in ServicePoint DHL, where the label will be printed.
In any situation, if there is no possibility of sticking the new label over the old one, the previous label should be made illegible, especially the barcodes. -
You can locate a DHL ServicePoint for delivery of your return via the link: psf.dhl.com