FAQ FOR PRIVATE CUSTOMER


Before Transport


Book Transport

  • I am expecting a parcel and would like to book delivery?
    See heading "UNDER TRANSPORT" / "CONTACT BEFORE DELIVERY".

    When do you pick up my parcel(s)?
    DHL Freight pick up goods weekdays between 7-17 excluding holidays.

    If you are sending a DHL Parcel ForYou parcel you can drop-off at any of our Service Points during opening hours.

    How do I book a shipment with DHL Freight?
    When you, as a private consumer would like to send a parcel to another consumer (C2C) you use www.dhlpaket.se.

    Click "send a package now". Fill in the form. Once the registration is complete, you will receive a confirmation with your shipment number. Bring the shipment number when you drop-off your parcel to any of our Service Points.  

    Keep the receipt you receive when you drop-off the parcel.

    If you have received return labels for DHL Service Point Return, bring them with your parcel to any Service Point for drop-off. Keep the receipt you receive when you drop-off the parcel.  

    If you have received a return label for DHL Home Delivery Return, the shipment will be picked-up at your home address. To book a pick-up, follow the instructions that came with your return label.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Can I drop-off my parcel(s) at DHL Freight?
    Consumer to Consumer (C2C): register your shipment on www.dhlpaket.se and receive your shipment number. You are then welcome to drop-off your parcel(s) to any of our Service Points.

    Consumer to Business (C2B):  if you have received return labels for DHL Service Point Return, bring them when you drop-off the parcel(s) to one of our Service Points.

    If you receive return labels for DHL Home Delivery Return (C2B), you are welcome to drop-off the parcel(s) at any of our terminals.

    Call us 0771-345 345 on weekdays 08.00-18.00

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

    Call us 0771-345 345 on weekdays 08.00-18.00

  • What information do I need in order 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 and conditions.

    Call us 0771-345 345 on weekdays 08.00-18.00


During Transport

  • My reference number was not recognized by ´Track Your Item´?
    DHL's tracking number consists of 10 digits. Usually, you can track your parcel in the evening of the same day it has been picked-up. If more than one day has passed since the stated pick-up date and the consignment still cannot be traced, we kindly ask you to ensure with the sender that the goods have been collected.

    For how long will DHL trace my shipment?
    If a parcel(s) 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 parcel(s) should have been delivered today according to DHL's timetable but no delivery has taken place. 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 promise and deviations may occur. Delivery should take place within the next few days.

    How do I track my shipment?
    If you are waiting for a parcel to a Service Point or a home delivery, you can easily download the "Mina Paket" app. In the app you can track your shipment all the way. You download the app to your phone where you will find other apps, search for "Mina Paket". You can track your home delivery on our website via DHL Active Tracing. Your parcel can be tracked at www.dhlpaket.se.

    When will my shipment be delivered?
    As soon as your shipment is ready for pick-up / delivery DHL Freight will contact you.

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

    Call us 0771-345 345 on weekdays 08.00-18.00

  • I am expecting a delivery. Will I be contacted by DHL?
    If the parcel you are waiting for is ordered for delivery to one of our Service Points, you will receive a confirmation by SMS or email when the shipment is ready to collect. If the shipment is to be delivered to your home address, we will contact you. If we have contacted you via SMS - follow the instructions.

    Have you received an SMS with a proposal for delivery day / time?
    Follow the instructions in the SMS.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Can I change the Service Point for my parcel?
    If you are expecting a shipment from a business (company), please contact the sender. If you are expecting a shipment from a consumer (private person) or if you have sent a shipment to another consumer, please contact DHL Freight's customer service to investigate the possibility of a change.

    Can a Service Point hold my Parcel ForYou parcel longer then agreed time period?
    At present, there is no possibility of extending the time period of collection at the Service Point. In case a shipment is not collected within the time frame, it is automatically returned and we kindly ask you to contact the sender.

    Do I need to bring any documents when I collect my parcel(s)?
    When you collect a shipment from one of our Service Points or terminals, the correct shipment number and the recipient's identification needs to be shown. If someone else collects the parceI(s) on your behalf they need to provide both identifications. 

    Can I collect my parcel(s) from DHL Freight instead of having a home delivery?
    In order for you to get a quick handling please contact our Customer Service on 0771-345 345 with your request and we will investigate and come back to you.

    Call us 0771-345 345 on weekdays 08.00-18.00

  • Can I change the Service Point for my parcel?
    If you are expecting a shipment from a business (company), please contact the sender. If you are expecting a shipment from a consumer (private person) or if you have sent a shipment to another consumer, please contact DHL Freight's customer service to investigate the possibility of a change.

    Can a Service Point hold my Parcel ForYou parcel longer than the stated time period?
    At present, there is no possibility of extending the time period of collection at the Service Point. In case a shipment is not collected within the time frame, it is automatically returned and we kindly ask you to contact the sender.

    How do I update an address for an on-going shipment?
    If you are expecting a shipment from a business (company), please contact the sender. If you are expecting a shipment from a consumer (private person) or if you have sent a shipment to another consumer, please contact DHL Freight's customer service to investigate the possibility of a change.

    Can I as a recipient book additional services?
    No, if the consignment needs to be amended please contact the sender.

    Call us 0771-345 345 on weekdays 08.00-18.00


After Transport

  • I have received an incomplete 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.

    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.

    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 08.00-18.00

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

    Call us 0771-345 345 on weekdays 08.00-18.00