DHL eCommerce Tracking and Shipment Status FAQ
Do you have a question regarding tracking or delivery of a shipment send using DHL eCommerce? Here you will find our answers to frequently asked questions.
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Track and Trace
What is a tracking number and where can I find it?
A tracking number or ID is a combination of numbers and possibly letters that uniquely identifies your shipment for national or international tracking.
Usually, the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product in an online shop, the confirmation email or shipment tracking notification often contains the tracking number or ID.
If not, please contact your shipper or online shop.
Explore examples of the tracking numbers used on DHL shipments
When will my tracking information appear?
Tracking events usually appear 24-48 hours after receiving the Track and Trace ID. In general, once the shipment has reached our facility, a tracking event will appear.
Why is my shipment status unchanged?
For most shipments, we provide only milestone tracking, which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.
Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your sender, merchant or online shop. The sender as our contract partner can start an investigation for lost items.
Please also note that some shipments only have limited tracking events in the country of origin and no tracking events in the destination country.
Why is my tracking number/ID not working?
Please make sure you entered the correct tracking number in the correct format (explanations and examples of national and international tracking numbers are further up this site). If your tracking ID is not working, please contact your shipper or online shop.
Delivery
Which provider will deliver my parcel?
DHL Parcels from Europe are delivered by our trusted partner Pošta Slovenjie. In case of a damaged shipment or missing content, please contact customer service of Pošta Slovenije for getting information for your next steps.
When will my shipment be delivered?
Once your shipment has been handed over to us by the sender, delivery time is based on the service selected. The sender, merchant or online shop usually indicates the delivery time on its website.
Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighbouring countries and up to 20 days for countries with long distances.
Delivery delays can result from factors, such as weather incidents, customs or backlogs.
In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items. Please understand that only the shipper can start an investigation as he is the contract partner of DHL.
Can I change my delivery address?
Unfortunately, it is not possible to change the address once the shipment has been dispatched.
Can I change the delivery day or delivery time?
Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.
Complaints
My shipment is damaged or the content is missing. What can I do?
DHL Parcels from Europe are delivered by our trusted Pošta Slovenjie. In case of a damaged shipment or missing content, please contact customer service of Pošta Slovenije for getting information for your next steps.
My shipment has not been delivered within the expected delivery time. What can I do?
In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper can claim the lost parcel with DHL.
Please understand that only the shipper can file a claim as he is the contract partner of DHL.
Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.
Customs
Why is customs holding my shipment?
Most probably your shipment must be customs cleared. Customs clearance processing times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case, they will contact you.
What are duties and taxes?
Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on the country, duties and taxes are settled with the post office or the customs office. You can find more information about customs on the website of your local customs authority.