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Here you will find the most common questions about dhlpaket.se. Please read through, if you can not find the answer to your question, it is of course good to contact us.

Prepare and Register

  • Register and pay for your package in three easy steps via DHL's Online tool "My DHL Parcel".

    Step 1: Select country and parcel size

    • Select the country you want to send to. Available parcel sizes and prices are displayed based on your choice.

    Step 2: Address information

    • Enter the recipient's address, then the sender's address. Be careful with spelling and other information in the address.
    • As a sender, you can add a personal message via e-mail to the recipient, as well as enter a reference that ends up on your invoice.

    Step 3: Overview and choice of payment method

    • A summary of your order is displayed here. You can change, delete or add new parcels. However, this must be done before proceeding to payment. 
    • If you have a discount code, enter it here. 
    • Read and accept DHL's terms. Indicate if you want our newsletter.
    • Choose which payment method you want to use: Visa or Mastercard. Please note that all shipments must be paid for before the package is handed in to your DHL Service Point.
    • Click on "Next" to be forwarded to our partner Ingenico for payment. Once the payment has been made, you will receive an order confirmation by email containing an invoice / receipt and a QR code that you must present to your agent to have your labels printed.

      Note! If you do not receive a confirmation email – look in your spam, sometimes it ends up there.

    Step 4:  Confirmation, receipt/invoice and QR code

    • Confirmation will be sent to your email. Now you just need to bring your QR code and go to your agent to submit your package and get labels printed.
  • In your confirmation email you will find the QR code and invoice/recite. These remain for 30 days after the order is completed.

  • Your address label is valid for 30 days. Please note, however, that you only have access to the address label via your shopping cart for 30 days. You do not have the opportunity to cancel your purchase once you have used the address label and already sent your package.

  • QR code stands for “Quick response”-code and is a unique code for your parcel. You show the QR code to your DHL Servicepoint-agent, either via your smartphone, or as a printout. Under the QR code is also a shipment number – which also is possible to read to your DHL Servicepoint-agent. The agent then scans the QR code and prints the address label that is attached to your package.

  • No, all shipments must be paid for online via dhlpaket.se.

  • The sender is responsible for the content and that the content does not consist of any dangerous objects or articles prohibited by law or by other rules and regulations.

    Here you can read a summary of what may not be sent with DHL Parcel ForYou.

    Information on customs, laws and regulations can also be found on the following website www.tullverket.se or from the customs authority or embassy of each country. Prohibited content is described in DHL's Terms and Conditions.

  • In order for your package to be transported as safely and safely as possible, it is good to think about how you pack. Here are the tips to help you along the way. Instructions and tips on how to pack your package can be found This.

  • All assignments are carried out in accordance with the following conditions for the product you have purchased/ registered: 

    DHL's Terms and Conditions for DHL Parcel ForYou Sweden and DHL Parcel ForYou International

     

Pay & Print

  • A secure and reliable payment system is available for the purchase of your packages. Your personal data will be treated confidentially and securely.

    The following payment methods are available through our partner Ingenico:

    • Credit card (VISA and Mastercard)
  • Your Card will be debited immediately after purchasing. Accepted cards are:

    • VISA
    • Mastercard
  • To make VISA or Mastercard payments particularly secure, DHL's online tools support "Verified by VISA" and "Mastercard Securecode". This means that the buyer is prompted to enter their personal password or other similar confirmation for verification. Your bank will then check your password and approve the transaction. This gives both parties (customer and DHL) the certainty that the identity of the other party is correct.

  • The last three digits serve as an additional security feature on your credit card. By entering these numbers, also known as CVV, CVC or CID numbers, you identify yourself as the owner of the card in question. DHL does not store these figures.

    View/ Mastercard:

    CVV, CVC or CID numbers on these credit cards are three digits long and found on the back of the card.

  • Make sure you have provided the correct card details. If the problem persists, contact your bank. Sometimes card owners need to open their credit card for online purchases.

  • If online payment/payment by card doesn't appear as a payment option or if it's not optional, this may be for several reasons:

    • A technical error has occurred
    • A risk analysis has indicated that payment by credit card is not allowed for this order.

    Please choose another available payment option. Unfortunately, DHL's Customer Service does not have the ability to change the availability of payment methods.

  • The risk analysis determines which different payment methods are available for each order based on the following criteria:

    • Order value
    • Addresses
  • As soon as DHL Customer Service has received your order cancellation, the money already paid out to us will be refunded to the same account from which the money was withdrawn. However, the transaction from us to you can take 2-5 business days. Please note that a cancellation is not possible once the address label has already been used.

  • You will receive the address label printed out by your agent when you present your QR code or shipment number. Note that you cannot print your own address label. Your QR code does not need to be printed either, it is enough to show it on your mobile.

Drop-Off & Pick-Up

  • You are welcome to submit your package to the nearest DHL agent. You can find all our agents here. Keep in mind that you need to register your booking in DHL's Online Tool "Send packages now".

  • You can pick up your package when you have received a notification on SMS or email that the package is ready for cancellation from your agent.

    You can pick up your package during the agent's opening hours, see This.

  • Prepare your parcel with your own packaging. Bring the parcel and your QR code (that you received when you registered and paid via dhlpaket.se) to your DHL Servicepoint-agent.

  • No. Unfortunately, it is currently not possible to book a pick-up.

  • When you pick up a package from one of our DHL agents, the current shipping number and the recipient's ID must be presented. You can also authenticate yourself with Bank ID (link can be found in DHL's sms and email notifications).

    Please note that the recipient name of the package should match the name of the recipient's ID. If someone other than the recipient is to pick up the package, both the recipient's and the delegate's ID must be presented.

  • When you pick up a package from one of our DHL agents, the current shipping number and the recipient's ID must be presented. You can also authenticate yourself with Bank ID (link can be found in DHL's sms and email notifications).

    Please note that the recipient name of the package should match the name of the recipient's ID. If someone other than the recipient is to pick up the package, both the recipient's and the delegate's ID must be presented.

  • To pick up a package from a DHL agent, you must have a valid ID (you can also authenticate yourself with Mobile Bank ID – link can be found in DHL's sms and email notifications). The following IDs are approved:

    • Swedish driving licence
    • ID card issued by the Swedish Tax Agency
    • SIS marked ID card
    • National ID card, issued by Swedish police
    • Foreign national ID card issued in EU and Norway, Iceland, Switzerland, Liechtenstein
    • Passport

    * EU/Schengen area countries: Belgium, Bulgaria, Cyprus, Denmark, Estonia, Finland, France, Greece, Ireland, Iceland, Italy, Croatia, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Romania, Switzerland, Slovakia, Slovenia, Spain, United Kingdom, Sweden, Czech Republic, Germany, Hungary, Austria 

  • The package you are waiting for will be delivered to your nearest DHL agent. When the package is available for pickup, you will receive an SMS or email confirming that the package is now ready for pickup.

  • The vast majority of shipments are delivered according to our schedule). 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.

  • Please contact DHL's Customer Service if you are missing a package and you have tracked it to no avail. If a package has been diverted and needs to be searched, it is done by DHL's Customer Service for up to 30 days (60 days for shipment to/from abroad). The matter will then be handed over to our complaints department.

  • The parcel remains with the DHL Servicepoint-agent for 14 days from the time you receive your notification. After three reminders, it is sent back to DHL for further instructions from the sender. For parcels sent abroad, other conditions may apply.

Rates, Delivery Times, & Track a Package

  • You pay for the package size you send. Prices and package sizes for packages within Sweden, the EU and the rest of the world you will find here.

  • With us you can send both domestic and international packages up to 20 kg, with a maximum dimension of

    1. Length 100 cm, or
    2. length + circumference 300 cm. Here is a list where you can see what sizes and weights are available to choose from.
  • In the case of domestic packages, the package will normally reach the recipient's DHL representative the next weekday after submission (depending on the time of submission). Some locations may take an additional one or two working days depending on where the goods are sent from and where the recipient's DHL representative is located.

    In the case of International Packages, the delivery time depends on the places where the transport is to take place. See our Timetable for detailed information.

  • You can follow your package using DHL tracking tool. Enter the package's 10-digit shipping number to find out the status of your package.

  • DHL's tracking number consists of 10 digits. Usually your shipment will be traceable on our website during the evening of the day you have submitted the package to the DHL agent. Have more than a day passed since the submission of the package, please contact our Customer service.

Liability & Terms

  • All assignments are carried out in accordance with the following conditions for the product you have purchased/ registered:

    DHL's General Terms and Conditions for DHL Parcel ForYou Sweden and DHL Parcel ForYou International

  • The sender is responsible for the content and that the content does not consist of any dangerous objects or articles prohibited by law or by other rules and regulations. Here you can read a summary of what may not be sent with DHL Parcel ForYou.

    Information on customs, laws and regulations can also be found on the following website http://www.tullverket.se/ or from the customs authority or embassy of each country. Prohibited content is described in DHL's Terms and Conditions.

    Note that the total value of the item's contents must not exceed 5,000 SEK/package.

  • A customs declaration shall be completed on delivery to countries outside the European Union and EU-excluded areas. DHL's Online Tools will automatically request all necessary information required for these destinations and will also print the necessary customs documents together with the package's mailing label, directly from your computer or with your DHL agent. Please note that you as a sender should also sign the customs documents.

    Please note that different countries have different rules for importing goods. The sender is responsible for the content and that the content does not consist of any dangerous objects or articles prohibited by law or by other rules and regulations. More information about customs, laws and regulations can also be found on the following website www.tullverket.se or from the customs authority or embassy of each country. Prohibited content is described in DHL's Terms and Conditions.

  • The price of the freight includes a basic insurance for compensation in case of loss or damage. The compensation in the event of loss or damage for DHL Parcel ForYou, amounts to a maximum of 5 000 SEK/package.

    Please note that the total value of the item's contents must not exceed 5,000 SEK/package.

  • Ask the agent to note the damage before signing for the delivery, otherwise you will accept the package as is.

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

  • Photograph the damages and attach them to DHL's complaint form that you fill out when reporting damage. Fill out the complaint form here.

  • Claim of a hidden damage must be made within 7 days of delivery. Photograph the damages and attach them to dhl's complaint form that you fill out when reporting damage. Fill out the complaint form here.

  • You as the sender are responsible for ensuring that your package is properly packaged in a safe way. All so that it does not get damaged, or damage other packages during shipping. More information on how to pack your package, can be found here.

    DHL is responsible for the package from the time it has been submitted until it has been delivered.