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.

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.

DHL offers a money-back guarantee on most Time Definite services, although some restrictions apply. In the unlikely event that a Time Definite Delivery misses its scheduled delivery through our fault, you should contact Customer Service who will arrange a credit for you.

Read more about DHL’s Money-Back Guarantee

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 centres” 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 we are unable to locate your shipment or your shipment has been damaged, our Claims Guides explain the process and time period for making a claim.

Please note that damage to goods in transit is frequently the result of inadequate packaging.
Learn more about Packaging Advice

For Time Definite shipments, the dimensions of each piece should not exceed 120 x 80 x 80 cm. However, we are able to arrange the carriage of larger items for you. Please contact Customer Service for advice.

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 duties and taxes apply, the person receiving the goods is legally obliged to pay them unless the vendor has agreed to accept these charges in the contract of sale.
Read more about Duty and Taxes

Absolutely! DHL has unrivalled experience of international shipping. Please contact us to discuss your needs or complete our sales enquiry form.