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FAQ FOR INTERNATIONAL ROAD FREIGHT


Before Transport

  • How do I get a DHL customer number?
    To apply for a DHL customer number, you need to have a registered business with a corporate identity number. Please fill in this form and we will get back to you. If you need to book a transport urgently, please call 0771-345 345 .

  • Are the goods insured during transport?
    Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 85 SEK) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend. 

    Read more about our insurance as a value added service here.

    What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    • Product specific product - or optional service conditions

    • DHL Freight's General Terms and Conditions

    • NSAB 2015

    Individual cases according to agreed terms.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid. See our lead times if Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL), we can offer DHL Freight Euroconnect and the value added service time definite unloading. Note that you will receive a seperate booking confimation with the price.

    How long does the delivery take?
    The delivery time for DHL Freight Euroconnect and DHL Freight Eurapid depends on the route. See lead times to calculate the lead time between two postal codes for a terminal based shipment. Some value added services, such as notification and dangerous goods shipments, and/or deliveries to private individuals or consumers may impact the lead time.

    Delivery time for DHL Parcel Export is normally 2-5 days and DHL Parcel Connect 2-7 days and depends on the routes.

    Read more about the products here

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Does DHL Freight offer customized shipments from businesses to consumers (B2C)?
    Yes, DHL can offer DHL Parcel Connect which is a parcel service within most countries in Europe where the goods will be delivered to a parcel shop or to a door step. You can read more about DHL Parcel Connect here. Through our product DHL Euroconnect we offer deliveries to consumers on request and additional surcharge may apply. 

    Are the goods insured during transport?
    Our international products have limited liability in line with CMR and compensates up to 8.33 SDR (approx. 85 SEK) / gross kilo. If the value of the goods is higher, it is possible to book the value added service Insurance, which we recommend.

    Read more about our insurance as a value added service here.     

    How do I book a time sensitive shipment? 
    If you have a time sensitive shipment below 2500 kg, we can offer our prioritized product for groupage: DHL Freight Eurapid. See our lead times if Eurapid is possible for your route. DHL Freight Eurapid has the value added services Pre 10 and Pre 12 as delivery options.   

    For a part load or a full truck load (PTL / FTL), we can offer DHL Freight Euroconnect and the value added service time definite unloading. Note that you will receive a seperate booking confimation with the price.

    Are there restrictions on size and weight?
    You can send most kinds of goods including small parcels, pallets, long goods, full truck loads and more. We have products that suit different types of goods and needs. For parcel shipments we can offer DHL Paket Export for B2B-shipments in Nordics, Baltics, Benelux and Germany, and DHL Parcel Connect for B2C-shipments within most of Europe. DHL Euroconnect offers groupage, part loads and full truck loads within Europe, and DHL Eurapid offers a premium service for groupage shipments. Read more about our products.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • What am I allowed to ship with DHL?
    Read DHL Freight's General Terms and Conditions; page 10 and 11, to find out what you cannot ship with DHL Freight. Please also read product specific terms and conditions for concerned product.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • May I send dangerous goods with DHL Freight?
    You can send dangerous goods with DHL and products DHL Freight Euroconnect and DHL Freight Eurapid. However, some types are excluded, please read DHL Freight Terms and Conditions. The sender is responsible for all documentation and information about the dangerous goods shipment with respect to national rules and regulations for each country. A copy of the Dangerous Goods Declaration must be sent by e-mail or attached where possible in some TA- and booking systems. Please note that the transport time may deviate from our standard lead times. 

    For our products DHL Paket Export and DHL Parcel Connect, limited quantity is accepted to Denmark and Norway. 

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I pack my shipment?
    As a business, you use your own packaging to pack your goods. The goods shall be packaged in such a way so as to with-stand normal transport-handling (including automated sorting) and stowed for the type of transport intended, and not cause damage to other goods. Please see our Packing Instructions.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I create shipping documents?
    You create your shipping documents in your booking- or TA-system. Booking tools DHL offers are booking tool and Customer Portal MyDHL Freight and/or our public booking tool.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I choose the best option with DHL Freight?
    The price of transport is based on several parameters, for instance; weight, size, distance and agreement with DHL. If you already have a customer ID with DHL, you can log in and calculate your price in our customer portal MyDHL Freight. If you don't have a customer ID, you can calculate the standard price and apply for a customer number.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I apply for Pallet Transfer System ID?
    Our international product line is not covered by our pallet transfer system.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool MyDHL Freight where you can book shipments, create shipping documents and get an overview of all your shipments.

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Call us 0771-345 345 on weekdays 08.00-17.00


Book Transport

  • Does DHL Freight offer pre-ordered pick up?
    DHL Freight offers pre-ordered pick-up by arrangement. You are welcome to apply for a pre-ordered pick-up at your address by contacting your DHL sales contact.

    Can I drop-off my shipment at a DHL Terminal?
    You are welcome to drop-off your shipment at one of DHL Freight's terminals. The consignment needs to be packaged and marked with shipping documents.

    When will you pick up my shipment?
    DHL Freight collects goods weekdays between 7-17 excluding holidays.

    How do I book a shipment with DHL Freight?
    You can book pick-up and create shipping documents here, with MyDHL Freight or other software linked to DHL.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Can I drop-off my shipment at a DHL terminal?
    You are welcome to drop-off your shipment at one of DHL Freight's terminals. The consignment needs to be packaged and marked with shipping documents.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I cancel / rebook my shipment?
    Please contact our customer service by phone and we will help you.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • What information do I need to book a shipment with DHL Freight?
    All assignments are carried out according to:

    • Product specific product - or optional service conditions

    • DHL Freight's General Terms and Conditions

    • NSAB 2015

    Individual cases according to agreed terms.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool MyDHL Freight where you can book shipments, create shipping documents and get an overview of all your shipments.

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Call us 0771-345 345 on weekdays 08.00-17.00


During Transport

  • My shipment should have been delivered today according to DHL's Timetable but no delivery has arrived. Why?
    The vast majority of shipments are delivered according to our timetable. Our timetable provides an estimated delivery time but is not to be seen as a time guarantee and deviations may occur. Delivery should take place within the next few days.

    If you have booked DHL Eurapid you can expect delivery to take place on the confirmed delivery day. Should there be any deviation, DHL will contact you.

    For how long will DHL trace my shipment?
    If a parcel cannot be located and needs to be traced, this is done for up to 30 days (60 days for international shipments). Subsequently, the matter is handed over to our claims department.

    My reference number was not recognised by 'Track Your Item'
    Terminal based shipments will be traceable with our tracking tools in the evening of the same day it has been picked-up at the sender. If more than one day has passed since the pick-up date and there is no trace available, please check with the sender if the goods were sent. If so, please contact us; provide goods description and other detailed information.

    Non-terminal based shipments do not have the same traceability.

    Why can I track my shipment at www.dhl.de, but not at www.logistics.dhl?
    If your shipping number has 12 digits, the shipment will be delivered by Postnord. This is because the shipment is sent by Deutsche Post (DPDHL). When the shipment enters Sweden, Postnord takes over the transport. It usually takes a couple of working days from arrival to Sweden before the shipment has arrived to your postal office. Contact Postnord's customer service for further information.

    When will my shipment be delivered?
    In our timetable you can search for an estimated delivery date using the sender's or recipients postal code as well as the departure date. Any optional services may affect the delivery time

    If you have booked DHL Eurapid you can expect delivery to be made on the confirmed delivery date. In case of any deviation, DHL will contact you and keep you updated.

    How can I follow my shipment?
    You can track your shipment via our tracking tools, such as DHL Active Tracing, or via your TA-system.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • I am waiting for a delivery. Will I be contacted by DHL?
    For DHL Euroconnect there is a value added service notification and if that is booked, DHL will contact the recipient for delivery by appointment. If no one accepts the goods at the delivery attempt, the goods will go back to our terminal and we will contact you to arrange delivery by appointment. Delivery to consumers are always delivered by appointment but may vary country to country in respect of delivery attempt, notification etc.

    For DHL Eurapid and DHL Parcel Export there are no notifications and contact does not normally occur before delivery.

    For DHL Parcel Connect, the recipient is notified when the goods are ready to be picked up at Parcel Shop.

    I have received an SMS with a proposal for a delivery day and time?
    Follow the instructions in the SMS.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Do I need to bring any documents when I collect my shipment?
    In order to retrieve a shipment that is addressed to a business, the person who receives the shipment need to be able to present current shipping number and identification.

    Can I pick-up my shipment instead of having the shipment delivered?
    Please contact our customer service with your request and we will investigate and get back to you.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I change delivery address on an on-going shipment?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Can I as a recipient book additional services?
    If you wish to change an on-going shipment, the party who pays for the freight needs to contact DHL Freight.

    Call us 0771-345 345 on weekdays 08.00-17.00


After Transport

  • My shipment was incomplete upon delivery. What do I do?
    Check the number of parcels received against the specified number on your shipping documents.

    If the numbers are correct, please contact the sender.

    If the numbers do not match, the remaining part of the shipment is expected to be delivered to you by the next delivery day.

    If the shipment includes the additional service notification we will contact you before the next delivery.

    What do I do if my shipment is visibly damaged upon delivery?
    Ask the driver to note the damage on the consignment note / PDA before signing the delivery, otherwise you will accept the goods in the existing condition. Subsequently, a complaint must be reported to DHL by the freight payer in the country where it is payable. Complaints to DHL in Sweden are made via our complaint form.

    If you do not want to receive the shipment because of the damage, you have the right to refuse the delivery before you sign for the shipment.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • How do I make a claim for damaged goods?
    Photograph the damaged goods and attach it to DHL Freight's claim form.

    What do I do if I have signed for a shipment without visible damage but later realize the goods are broken?
    Claim of a hidden damage must be made within 7 days of delivery. If you are the freight payer, photograph the damaged goods and report a claim in DHL Freight's claim form, otherwise please inform the party you ordered the goods from.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Which online tools does DHL Freight offer?
    As a DHL Freight customer you can register an account for our online tool MyDHL Freight where you can book shipments, create shipping documents and get an overview of all your shipments.

    In our customer portal MyDHL Freight you can calculate price and create bookings/shipments and more.

    In DHL Active Tracing you have extended shipment information with event history and the possibility to create reports.

    Read more about online shipping tools and system suppliers recommended by DHL Freight, if you wish to use other TA systems (transport administration systems).

    Call us 0771-345 345 on weekdays 08.00-17.00


Invoice


Customs

  • What is a commercial invoice?
    A commercial invoice is the invoice used when goods are sold, specifying details of the goods sold. 

    What is an example of a commercial invoice?
    Here you can see an example of a commercial invoice.

    What is a proforma invoice?
    Proforma invoice is the invoice used for customs for goods you do not invoice, for instance; warranty goods, samples, promotional items, gifts, return goods and advertising goods.

    What information should a commercial or proforma invoice contain?
    For export and import outside of EU, the goods are subject to customs duty. The customs authority requires correct information in supporting documents such as the commercial or proforma invoice. The following information below must be included on the invoice:  

    • seller
    • buyer
    • invoicing date
    • invoice number
    • seller 
    • buyer 
    • delivery terms 
    • type of goods or commodity
    • number of packages 
    • gross weight
    • value including currency

    The HS or tariff code and country of origin to/from Switzerland and United Kingdom is a requirement. Shipping to United Kingdom also requires the netto weight.

    Where applicable, the VOEC-number and UK VAT-number (if Supply VAT) should be stated on the invoice.

    Note that proforma invoice can only be used when the goods are not sold and should contain the text: "No charge. Value for customs purposes only. "

    Should I issue a proforma for my shipment?
    You can use a proforma invoice for goods that are not sold, for instance gifts, warranty goods, samples, returns, advertising items, etc.

    In other cases, a commercial invoice is needed.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • What is important to consider when I ship outside of EU?
    Ensure that the documentation is correct and that the invoice complies with customs (Tullverket) guidelines. The documentation must always be submitted together with the booking via email (refer to the shipping number) or by attaching it in your booking or TA system where possible (eg for example in our online shipping tools such as MyDHL Freight and public booking ). Failure to provide correct documents may result in longer lead times and additional charges and eventually the shipment might be returned.

    What is needed when I ship outside of EU?
    The customer is responsible to issue the correct documents for each shipment. Documents needed may vary depending on the type of goods, the export and/or the importing country. The exporter needs EORI, which is a unique registration number that is used in all customs related activities within the EU. More about EORI can be found on Tullverket.se. The documents that are generally required are the commercial invoice but other supporting documents are needed where it is relevant, for instance declaration of origin, Export Accompanying Document (EAD), licenses, certifications, etc. The documents need to be submitted electronically via the booking- or TA system (where applicable) or by email to dhlfreight.int.se@dhl.com (with reference to the shipment number).  

    What do I need to do as a customer?
    We need supporting and correct documents to be upload in the booking- or TA-system or sent by e-mail to dhlfreight.int.se@dhl.com. If export to Switzerland, and you have declaration of origin with no authorization number or using EUR1, original documents need to be posted to DHL Freight Sweden, att Export ad, Box 832, 25108 Helsingborg.

    The invoice copy and other documentation can be submitted with the booking in some TA systems (for instance MyDHL Freight). If you are unable to do so, you submit it by email. Please enter the shipment number and preferably  mark the email with "fraktdokument".

    For DHL Parcel Connect shipments outside EU there should also be two copies attached to the package.

    What is VOEC and what do I do with it?
    For shipments to Norway, VOEC makes it possible for Swedish e-retailers to send goods without duty and additional charges that is normally paid by a Norwegian consumer. Swedish e-retailers charge for Norwegian VAT when the payment is finalized by the consumer and pays VAT to the Norwegian tax authority. VOEC is possible for most product groups (eg not food) and values up to 3000 NOK per item. If VOEC is not used, the consumer instead pays VAT, and possibly additional customs duties and charges when shipment is handed over.

    If VOEC is used with DHL Parcel Connect, the VOEC number must be entered on the shipment in your booking- or TA system. The invoice must clearly state the VOEC number and the package must be clearly marked as well (preferably on the plastic pocket unless the VOEC number is printed on the transport label).

    VOEC number is applied for and obtained at http://www.skatteetaten.no/. There is instructions and more information.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • What is an Certificate of Origin and what do I do with it?
    When the goods are exported to a country outside the EU, the buyer may not have to pay customs duty or get a tariff reduction. The prerequisite is that it can be proved that the product has its origin in the EU for instance. The proof is done by a declaration of origin. For more information, please contact Tullverket (customs).

    If exporting to Switzerland, and goods are of EU or Swiss origin and customs authority number is missing, the original documents must be posted to DHL Helsingborg (DHL Freight Sweden, to Export adm, Box 832, 25108 Helsingborg). Customs authorization numbers are handled by Tullverket.

    If the value of the goods exceeds EUR 6000, a EUR1 can be used if you do not have a customs authorization number. EUR1 is handled by the Chamber of Commerce.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Do I need to submit documents for my shipment?
    Electronical copies of your documents, such as commercial invoice, need to be submitted with your booking or separately soon after by email to dhlfreight.int.se@dhl.com. The copies are needed to arrange export and import clearance.

    If it is submitted separately, it needs to be done as soon as possible after your booking via email and latest on the day of pick-up. Please refer to the booking or shipment number and preferably mark the email with "fraktdokument".

    In some booking or TA systems you can attach the documentation directly to your booking.

    Note that DHL Parcel Connect shipments also needs two copies of the invoice attached to the package.

    If export to Switzerland and you have a declaration of origin with no authorization number or using EU1, the documents need to posted to DHL Helsingborg (DHL Freight Sweden, to: Export adm, Box 832, 25108 Helsingborg). 

    Do I need to attach the invoice to the goods?
    Only shipment with product DHL Parcel Connect require two copies to be attached to the package in addition to a electronical copy per email or via attachment in booking tool.

    Do I need to post the documents to DHL?
    In some cases, original documents are needed, for instance if export to Switzerland, and declaration of origin (if authorization number is missing) or EUR1 is used. If so, the original documents need to be posted to DHL Helsingborg (DHL Freight Sweden, to: Export adm, Box 832, 25108 Helsingborg). 

    Call us 0771-345 345 on weekdays 08.00-17.00

  • What happens if the invoice is incorrect or missing?
    If DHL Freight does not receive the correct documents, the shipment will not be further transported. As soon as correct documents have been sent, the shipment can be further processed. Please submit your documents as soon as possible in order to avoid delays and surcharges. If correct documents are not submitted, the shipment may be eventually sent in return to shipper.

    Call us 0771-345 345 on weekdays 08.00-17.00

  • Can DHL act as my agent for my customs needs?
    Yes, DHL can perform most services within customs from export and import clearance to consolidated customs clearance. See our value added services.

    Is consolidated customs clearance possible?
    Consolidated customs is a value added service but requires a separate agreement. Please contact your sales contact.

    Call us 0771-345 345 on weekdays 08.00-17.00