My delivery could not be delivered. What shall I do?

First you should check what reason DHL gives for the non-delivery. To do this, simply check the tracking system of your order.

Please also check at the same time if the error devil has not crept into your delivery address.

Your delivery could have the following status:

1. the shipment could not be delivered and is now brought to the branch/agency for pickup
It is possible that the recipient was not present when the DHL courier attempted delivery. The package can be picked up at a branch. The address is stored on the notification card. It is also displayed online in the shipment tracking system. Please take your identity card with you when you pick up your parcel. Pickup is usually possible without a notification card.

2. the recipient can pick the shipment at the post office from the time stated in the notification message.
As a rule, the parcel can no longer be picked up from the postal branch on the same day but only the following day. Please take your identity card with you when you pick up your parcel. Pickup is usually possible without a notification card.

3. the recipient cannot be determined (name not on bell/mailbox)
The parcel carrier could not find you or the recipient at the delivery address. Please note: Mailbox and bell sign must be labeled with the name of the recipient, otherwise the messenger is not allowed to hand over the package. The parcel will probably be returned to us.
-> In this case please contact our customer service directly. Please enter the shipping address for comparison

4. the recipient cannot be determined
There seems to be an error in the delivery address. Or the recipient cannot be found by the DHL deliverer (e.g. missing bell label). The package will probably be returned to us
-> In this case please contact our customer service directly. Please enter the shipping address for comparison.

5. the shipment does not meet the shipping conditions
The package will be returned by DHL to the sender, because it may not comply with the specifications. The most common reason for this is an incomplete registration for the DHL Packstation/Post Office or a typo in the Packstation/Post Office details. To fully register for this service, you must already have received and activated your personal registration mail. You will also need your customer card. The package will probably be returned to us.
-> In this case please contact our customer service directly. Please enter the shipping address for comparison.

6. the recipient has not picked up the parcel at the PACKSTATION within the nine-day storage period
The package was ready for collection in a packing station. The recipient did not pick up the parcel within the storage period. The parcel will be returned to us.
-> In this case please contact our customer service directly or use the self-service portal

7. the recipient has not collected the shipment from the branch within the seven-day storage period
The parcel was stored in a post office and should have been picked up by the recipient. Because this was not done in time, the parcel was returned to us.
-> In this case please contact our customer service directly or use the self-service portal

One last note: If the error devil has indeed crept in, we can in most cases correct it and resend the package.

In this case use our self-service portal or contact customer service with the corrected address.

Only with the payment methods Paypal, purchase on account (Billpay), direct debit (Billpay) and payment by instalments (Billpay) we cannot make any changes to the delivery address given due to the specifications of the payment provider.

In this case it is necessary that the order is placed again by you. After we have received and processed the returned mail, the invoice amount will be refunded or the claim will be cancelled.

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