Express Customer Service FAQs

DHL has always been committed to customer service, anticipating needs and providing the highest level of service and reliability at all times.

Quick answers to common DHL Express questions regarding international air shipments.

The DHL Tracking page can provide up-to-date information on your shipment location.

A DHL account is highly recommended if you ship frequently. This offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by cash or credit card.

In the unlikely event that a Time Definite Delivery misses its scheduled delivery through our fault, you should contact your local customer service department who will arrange a credit for you.

If your shipment failed to arrive, it is important that you contact customer service with an accurate description of the goods and their packaging as soon as possible. Our “found shipment centers” hold on to items that were not properly addressed or that became detached from their packaging. It is possible that they will be able to reunite you with your shipment. If this fails, please contact customer service

to file a report.
Please note that damage to goods in transit is frequently the result of inadequate packaging.

Due to the size of the door openings on our vans and planes, we ask that a shipment does not exceed 120 cm in dimension. We will be pleased to advise and arrange carriage of any larger items for you. In addition, for the safety of our couriers, we require notification of shipments over 50kg in weight.

You will have to discuss this with the vendor. It depends on the type of commodity you are purchasing, the value of the goods, how the vendor labels them for customs purposes and what country you are importing them into. If customs imposes a charge DHL will pay this in the first instance, however you are advised to pay this, whether or not you accept delivery of the goods.

Absolutely! DHL has unrivalled experience of international shipping. Please contact DHL Sales

to discuss your needs.

Quick answers to common DHL Express questions regarding domestic shipments.

According to the DHL Express offer:

shipments up to 31,5 kg, delivered on next working day “door to door”
shipments over 31,5 kg, delivered on next working day. In some areas the delivery time is up to two working days – these areas are identified by zip codes available in Contact Center. Shipments over 31,5 kg are delivered in the “board to board” system

You can pay: in cash, by credit card (only in DHL offices) or by credit transfer (only for clients with the agreement).

There is a guarantee for Time Definite shipments. If isn’t delivered on time, DHL will return you cost of the shipment.

Yopu need to present bellow documents to us to start the claims process:

claim/intervention form and waybill
scan or copy to the address: pl.reklamacje.wa@dhl.com or fax: (022) 565 06 49.

All information you will find under using: Resource Center Claims.

maximum size of piece in a shipment up 31,5kg weight: 31,5kg, length: 200cm, total size (length + width + height): 300cm. All larger parcels of a shipment are counted as above 31,5kg
maximum dimensions for a single element: total dimensions – up 6 m. (length + width + height), length – up to 400cm
log module (200cm to 400cm long) – the actual log module weight must not exceed 70kg
shipments over this dimension are delivered individually, in coordination with Contact Centre

DHL Express doesn’t lease or sell pallets.

DHL sign agreements only with companies.

Yes you can.

DHL Express does not accept shimpents containing food.

All telephone numbers for DHL branches have been substituted with numbers to Contact Center.

Should you have any questions, please contact our Contact Centre at (042) 6 345 345.