Delivery option: Agreed Place

With Agreed Place, consumer recipients can give the DHL courier permission to leave a parcel in a designated spot around their home. Your customers can set up this delivery preference in the My DHL app or via track and trace. They can adjust the delivery preference as soon as we have sorted their shipment. Customers can choose to use this service per parcel or set a default location in the My DHL app. They select a secure, covered spot around their home.

It’s actually quite simple: many recipients want it! Our couriers were increasingly asked to leave parcels in a specific spot. That’s why we developed this service in 2020. Since its introduction, it has significantly improved customer satisfaction. In fact, recipients rate this service higher than any other delivery option and choose it most often. Additionally, the first delivery attempt is almost always successful, reducing unnecessary miles for a second attempt.

Once we have received your shipment, your customers can adjust the delivery preference in the My DHL app. If they prefer to use DHL’s track and trace page, they first enter the tracking number and postal code. Under “Make a different arrangement?” they select “a place around the home.” Your customer specifies where the courier may leave the parcel and whether the courier should ring the doorbell first. The chosen spot must be covered and not visible from the street. Recipients cannot select a different address.

The agreed place is described in a short text and can include a photo.

We keep your customer informed about the delivery status via email, push notifications, and tracking updates. They can see if and when the parcel has been delivered to the agreed place.

If a parcel requires proof of delivery (signature, PIN code) or an age check, the Agreed Place option will not be available. Additionally, if the parcel is already on its way to a DHL ServicePoint, the recipient can no longer change the delivery preference.

Many recipients choose to have their parcels delivered to an Agreed Place by default. In these cases, the delivery preference is automatically applied as soon as your parcel is sorted. Your customer can specify whether parcels should always be delivered to the agreed place or only if they are not home after the courier rings the doorbell first.

For standard delivery to an agreed place, the courier’s photo serves as proof of delivery—no signature is required.

Business recipients can also set up a standard “Key Address” with DHL. This allows the courier to leave business parcels at a designated location without requiring a signature.

Agreed Place has been available since 2020 and has proven to be a highly reliable delivery option. We ensure this through several built-in security measures. Additionally, together with you and recipients, we help keep this delivery option secure:

• As a sender, you can choose to disable Agreed Place. We recommend doing this for high-risk or fraud-sensitive purchases, such as items bought on credit, with deferred payment, or high-value goods. In these cases, opt for "Delivery with Code" (BMC) or "Not at Agreed Place" (NAP). For advice and options, contact your DHL representative.
• We advise customers never to share their tracking number and postal code with others, reducing the risk of fraud.
• Customers select their own secure location, but DHL couriers also assess it. If they determine the spot is not safe enough, they will not leave the parcel there and will attempt delivery again—either at a DHL ServicePoint or at the recipient’s home.
• Customers decide which parcels they want to use Agreed Place for. We recommend they avoid leaving high-value orders unattended outside.
• More and more recipients use smart doorbells, security cameras, or lockable parcel boxes, making the agreed place even more secure.
• If requested by the recipient, the courier will first ring the doorbell and attempt hand delivery. If that’s not possible, they will check and place the parcel at the agreed location. Couriers are instructed to only deliver if the spot is covered and not visible from the street.
• If DHL identifies specific postal code areas where Agreed Place is not suitable, we do not offer this option there.

When your customer reaches out to you, we recommend performing the following checks:

• Ask your customer to check the delivery status via track and trace. The courier may not have arrived yet, or the parcel could be delayed.
• Track and trace shows the delivery status for Agreed Place. If the courier decided not to leave the parcel, this will be noted in the details section.
• If track and trace indicates that delivery was unsuccessful, the courier will leave a missed delivery notice. Your customer can use this to check the next delivery attempt in the My DHL app or track and trace. Be sure to ask about this when speaking with your customer.
• If the My DHL app or track and trace shows that the parcel was delivered to the agreed place, but your customer says it is missing, contact DHL customer service. We record every delivery (including a photo) and can investigate the delivery status further using our additional data.

• DHL is responsible for the parcel until it is delivered to the Agreed Place. We register every delivery, and all records are available to our customer service team.
• Just like with in-person delivery at the door, recipients are responsible for the parcel once DHL has delivered it. This includes any damage, loss, or theft after delivery.
• Each time a recipient selects Agreed Place, they are reminded of the guidelines, tips, and terms & conditions. If they change a delivery preference, they must agree to these terms first.
• Our contracts with senders include an additional condition requiring photographic proof of delivery as confirmation.