What should I do if my parcel is delayed or lost?

In that case, please contact the sender. For example, the customer service of the webshop or the platform where you ordered, or with the person who sent something to you. They will help you further and can start an investigation at DHL if something is wrong.

How long will the DHL ServicePoint keep my parcel?

Seven days at most. We'll notify you when we've received your parcel and will send a reminder three days later. You'll then have a week to collect it before it's sent back to the sender.

How do I use my not-at-home code, and what do I do if it doesn't work?

On the delivery page, simply select a new delivery option using your not-at-home code. This code is valid until the delivery person arrives at your door. The sooner you choose, the more delivery options you'll have.

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Can someone other than me collect the parcel from the DHL ServicePoint?

For picking up a parcel, a valid form of identification (ID card, passport, or driver's license) is always required. Some online shops only want to release the package to you from the DHL point. 

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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 eCommerce'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 ordered the parcel. They can ensure that your parcel is resent.

Can I have my parcel delivered to a different address?

Unfortunately, that is not possible. Please contact the sender, which could be the customer service department of the online store where you placed your order. They will be able to deliver your parcel to another address.

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?

We deliver your parcel in the Netherlands from Monday to Saturday, during various time windows.

If you have received a tracking number from the shipper, such as the online shop where you made a purchase, you can always track the package online with track and trace. You can view the status as soon as the parcel is registered with us.

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What happens if the parcel can't be delivered?

If you're not at home at the time of delivery and we can't deliver the parcel to your neighbors, we'll bring it to a DHL ServicePoint close to you. We'll also leave a card with a code in your mailbox. Enter this code in track and trace to see where your parcel is going to be delivered. 

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Do I have to make a new delivery appointment for each parcel?

No, that's not necessary. You can set you delivery preference with the official My DHL app. For example, you will be able to select your preferred DHL ServicePoint, or have your parcels left in the Agreed Place by default. You will still have the option of making a separate delivery appointment for each parcel. You can change the delivery day or time per parcel 3 times, after that it is no longer possible.

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Where do I see the current status of my shipment?

You use your shipment number to check the status of your parcel. This can be done via track and trace and in the My DHL app. You will find all the information about your shipment there. Don't have a shipment number? Then request it from the shipper.

What does the status 'Shipment not yet sorted' mean?

We probably haven't received or processed your shipment yet. Keep an eye on track and trace or the My DHL app. If your parcel is sorted, you will receive an message immediately.

Track and trace says my parcel was delivered, but I did not receive anything

Does track and trace state that your parcel has been delivered, but didn't you receive anything? Don't worry, there are a couple of things you can do.

Check with the neighbors
It may be the case that our courier has delivered your parcel to your neighbors or in an (external) mailbox, but forgot to pass this information on. Just to be sure, please check if this has happened in your case and if your closest neighbors have received your order.

Your parcel is often still on its way
Did your neighbors not receive anything either? Then we advise you to wait one working day. In many cases when your order seems to be delivered in track and trace, but you did not receive it, it will still be delivered to you the next working day. This means the online status of your parcel may not be correct, but your shipment is actually still on its way to you.

Still haven't received anything?
Did you not receive anything after a working day? We are sorry to hear that! The first step is to contact the sender, for example the webshop where you placed your order. If this doesn't lead to a solution, please contact us directly.

How can I be sure that an email on behalf of DHL can be trusted?

Are you doubting the authenticity of an email? There are several ways you can check whether an email sent on behalf of DHL is spam or not. Check out this article to see what you can do.

I have received a parcel that is not intended for me

Has your parcel been mixed up with someone else's? Please report via our chat that your shipment has been mixed up. Then the necessary information will be requested and we will immediately get to work for you.

I don't have a pickup code for the DHL locker, what can I do?

If you can't retrieve your package from the DHL parcel machine because you don't have the pickup code, follow the steps below.

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