Whether you've missed a delivery, are looking for a DHL ServicePoint, or have a question about your shipment, we're there to help as soon as we can. That's why we've put together a list of FAQs that may just provide an answer to your question. See if you can find the answer to your question here, otherwise simply contact our customer service department who will be happy to help.
How will I know when my parcel will be delivered?
If you received a DHL shipment number from the sender or online store where you placed your order you can follow the parcel online with track and trace. As soon as we've scanned your parcel, the shipping status will be visible online.
What are the delivery days and times?
We deliver from Monday through Friday between 8:00 AM and 6:00 PM. The daily delivery times may differ depending on the size of the parcel and the delivery address.
What should I do if my parcel is delayed or lost?
Contact the sender, which could be the customer service department of the online store where you placed your order. They may ask DHL to investigate your case.
What happens if the parcel can't be delivered?
Did you miss the DHL delivery? No worries, DHL will automatically try to deliver your parcel again the next workday. If you also missed the second delivery attempt, you have five workdays to collect your parcel at a DHL location. Follow the instructions on the yellow DHL card in your mailbox.
Can I have my parcel delivered to a different address?
No, unfortunately that is not possible. The second delivery attempt can only take place at the same address. Contact the sender if you want your parcel to be delivered to a different address.
How long will the DHL ServicePoint keep my parcel?
Fourteen days at most. As soon as your parcel has been delivered to a collection point, you'll receive a notification and we'll send you a first reminder after two days. You'll then have two weeks to collect it before it's sent back to the sender.
Can someone else collect my parcel at a DHL ServicePoint?
Yes, they can. You can give the card that bpost left in your mailbox to someone else to collect your parcel from the DHL ServicePoint. If the sender has selected the “Signature upon receipt” option, only the original recipient is permitted to collect the parcel and will have to show a valid identification document such as an ID card, passport, or driver's license.
Why must I collect my parcel at a DHL location?
If you're not at home for the first delivery attempt, our DHL courier will automatically come back the next workday. If you are not at home the second time, your shipment will be sent to the nearest DHL location where you can pick up your parcel within five working days. Check the address and opening hours of the location on our Track & Trace, using the QR code or delivery code on the DHL card that the courier leaves in your mailbox. When picking up a parcel, a valid identification document (identity card, passport, or driver's license) is always required.
I have a complaint about how my parcel was delivered. What can I do?
We're sorry to hear that! You can file a complaint with the sender, which could be the customer service department of the online store where you placed your order. They will ensure that your complaint is dealt with by us. You can also submit your complaint to DHL Parcel's customer service department.
My parcel has been returned to the sender. What can I do?
Unfortunately, we will no longer be able to intercept your parcel. We recommend that you contact the sender, which could be the customer service department of the online store where you placed your order. They can have the parcel sent to you again.
I have not received a shipment number. What should I do?
If you do not have a shipment number, we recommend that you contact the sender of your parcel, which could be the customer service department of the online store where you placed your order. The sender will know the shipment number.
When will my parcel be delivered?
If you receive a shipment number from the sender, which could be the online store where you ordered a product, you can always follow the parcel online with track and trace. You can check the parcel's status as soon as the parcel is registered with us. This can sometimes take a while.
We deliver your parcel from Monday through Friday between 8:00 AM and 6:00 PM. If the sender selected “Saturday delivery”, your parcel will be delivered on Saturday.
I haven't received a DHL return label. What should I do?
If your order did not include a return label, contact the online store where you placed your order and follow their return instructions.
What should I pay special attention to when returning a parcel?
The parcel must be packaged well and clearly labelled, or your parcel might not be accepted by the delivery point. Read our handy packaging tips. You'll receive proof of shipping when you drop off your parcel. Make sure that you keep this proof of shipping.
Where's my nearest delivery point?
You can drop off your parcel at a DHL ServicePoint near you. With 1,250 points in Belgium, there's sure to be one near you. Find your DHL ServicePoint.
How long does it take for my return shipment to be delivered to the sender?
Return shipments within the Benelux are delivered to the sender within two workdays. International shipments take longer depending on their destination but are usually delivered within five workdays.
How do I select the correct packaging?
If possible, simply reuse the original packaging that your order came in, as this is generally matched to the content of the parcel. If you use a different box, select sturdy cardboard with matching dimensions. If your box is too full it will tear easily, but if it's too big it will get dented. Fill empty spaces in the box with filler materials.
What padding should I use in my parcel?
It is best to use light materials such as scrunched paper, egg cartons, or toilet paper, to limit the weight. You can also keep the air cushions or bubble wrap that many online stores use as filler material.
Where can I drop off my parcel for return?
You can drop off your parcel at a DHL ServicePoint near you. In Belgium we use the post offices and post points of our partner bpost. With 1,250 points in Belgium, there's sure to be one near you. Find a DHL ServicePoint.
How do I know when my return shipment has been delivered to the sender?
You can use track and trace to pinpoint your parcel. at any time of the day. With the barcode number of your return label (JVGL code at the bottom of the label) you always know the location of your parcel and when it has been delivered to the sender.
Make sure you have the shipment number and the recipient's postal code, so we can tell you exactly where your parcel is. We'll e-mail you as soon as your parcel has been delivered.
Why is my return not visible in track & trace?
If you returned an online order but don't see a new status in track & trace after the parcel has been sorted, you can assume that the parcel has been transferred to the online store where you ordered the parcel. If you have any questions, please contact the online store that you ordered from.
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