DHLitNow FAQs

No, DHLitNow is intended for customers who do not have a DHL account. You simply pay by credit/debit card or PayPal for each booking you make.

If you are a frequent shipper and would like to discuss opening a DHL account, please complete our online enquiry form.

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Note about printing: If you do not have the facility to print a parcel label please do not use DHLitNow to make your booking. Instead call Customer Service on 0844 248 0844 to arrange a collection.

You can make a DHLitNow booking at any time, but the earliest date for collection is the next working day*. You can also select a collection date up to 5 working days ahead.

If you require a more urgent collection, please call Customer Service on 0844 248 0844 to check service availability and tariffs. Please note that DHL does not collect or deliver on weekends or public holidays except by special arrangement.

* Bookings must be completed before midnight for next day collection and service restrictions apply. For further details, contact the DHLitNow team.

DHL is unable to deliver to PO Boxes. A full street address is required.

No, transit times are provided as a guide only.

Transit times are in working days and based on deliveries to major cities. They are subject to change depending on the location of collection and delivery, as well as shipment contents, weight and value. There may also be circumstances beyond DHL's control. For more information please refer to DHL's Terms and Conditions of Carriage.

You can get up to date information on the status of your parcel and view delivery details using our online tracking service. Track your parcel using the Waybill number provided.

If the sender or collection address is not contained in our database, type it in manually ensuring that all mandatory fields are completed.

For UK deliveries, enter the address details in the relevant fields and then click the 'Find Address' link. A new window will open listing all the relevant addresses, including the postcode. Select the correct address and the booking page will refresh with the postcode in the box.

For international deliveries, a postcode is required for countries which have a postal code system. For countries with numeric postcode systems, please omit any letter prefixes or characters after a space or hyphen.

If you do not know the destination postcode, please check with the receiver or contact the DHLitNow team for assistance. Incorrect postcodes may cause transit delays.

The maximum weight per parcel is 31.5kg and the maximum dimensions per parcel are 120cm x 80cm x 80cm.

If your parcel is large but lightweight, you may be charged for its volumetric weight rather than its actual weight. DHLitNow calculates volumetric weight automatically from the dimensions you enter on the booking form.

If your parcel exceeds these limits, or you require information on services and tariffs available for larger items. please contact Customer Service.

If you are sending a large but lightweight parcel you may be charged on volumetric weight rather than actual weight:

• If the volumetric weight of your parcel is greater than the actual weight, you will be charged on volumetric weight.
• If the volumetric weight is greater than 31.5kg, a surcharge will apply. For further details, refer to the DHLitNow Tariff and Transit Guide.

DHLitNow calculates volumetric weight automatically from the parcel dimensions you enter on the booking form.

If you wish to calculate volumetric weight before completing the booking details, please use our Volumetric Weight Calculator or use the formula: Length x Width x Height (cm) / 5000 = Volumetric Weight (kg).

Calculate the weight of your parcel using ordinary kitchen or bathroom scales. Please specify the weight in kilograms (kg).

Measure your parcel using either a tape measure or a ruler. Please specify the dimensions in centimetres (cm).

If you need help converting from imperial to metric, please use our Conversion Calculator.

Do not estimate the weight or dimensions as this may incur extra charges or your parcel being returned. Be as accurate as possible. Use kitchen/bathroom scales to weigh your parcel and a tape or ruler to measure dimensions.

Note: We automatically reweigh and measure parcels on arrival at our service centres.

Weigh your parcel and measure its dimensions and then use the table provided in the DHLitNow Tariff and Transit Guide to calculate the price.

To amend any part of your booking or to cancel the collection, contact the DHLitNow team as soon as possible.

Yes. When you complete your collection details, tell us where you will leave your parcel (e.g. Reception) in the 'Pick up Point' box.

Note: Someone must be physically present when the courier arrives to collect the parcel.

Occasionally we may have difficulties assigning a courier for your collection on the scheduled date - this may be due to adverse traffic conditions for example. As such, DHL does not guarantee its pick up services.

The DHLitNow published tariff includes online savings. Savings vary by destination and weight versus DHL's standard published tariff including surcharges for non-account holders (i.e. non-account holder bookings made via Customer Service).

Here are a few examples*:

0.5kg to Italy via DHL Express Worldwide
DHLitNow price = £33
Customer Service price = £63.45
Online saving = 48%

5kg to USA via DHL Express Worldwide
DHLitNow price = £55
Customer Service price = £93.26
Online saving = 41%

10kg to Spain via DHL Express Worldwide
DHLitNow price = £83
Customer Service price = £165.04
Online saving = 50%

* Date of Price Comparison: 4 Jan 2010

If you have any comments or queries about the service, please contact the DHLitNow team.

If you do not have the facility to print a parcel label, please do not use DHLitNow to make your booking. Instead call Customer Service on 0844 248 0844 to arrange a collection.

Contact the DHLitNow team for assistance.

If for some reason the print quality of the label is not clear enough for our scanners, we will provide you with a new label. You will be given a different parcel number for tracking.

If the page crashed before you were able to make payment, your booking request will not have been sent to our systems. Unfortunately you will need to enter your booking again.

If the page crashed during the payment / confirmation process, please contact the DHLitNow team for assistance.

A booking is successful when you have received email confirmation of payment from RBS WorldPay or PayPal and a booking confirmation email from DHL.

Note: It may take up to two hours for a confirmation email to be sent back to you.

If you do not receive a confirmation email from DHL, please contact the DHLitNow team.

Note: It may take up to two hours for a confirmation email to be sent back to you.

If you experience any problems, please contact the DHLitNow team for assistance.

You can get up to date information on the status of your parcel and view delivery details using our online tracking service. Track your parcel using the Waybill number provided.

If you have problems tracking your parcel, or need advice on status, please contact the DHLitNow team.

If there was a problem with the quality of the label print out, the courier may have issued you with a new label. If this is the case, you will need to search on the new label number provided by the courier, and not the number confirmed to you via email.

If you have problems tracking your parcel, please contact the DHLitNow team.

If for any reason there was a problem with the label you printed, the courier may have issued you with a new label. If this is the case, you will need to track on the new label number provided by the courier.

If you have problems tracking your parcel, please contact the DHLitNow team.

Yes. You, or your representative, must be physically present when the courier arrives to collect the parcel to sign for proof of collection. For security reasons DHL is unable to collect parcels left in 'safe places'.

Please contact the DHLitNow team for advice. If we are unable to arrange another collection for you, we will issue a refund.

Occasionally we may have difficulties assigning a courier for your collection on the specified day - this may be due to adverse traffic conditions or a high volume of collections. In these instances, please contact the DHLitNow team who will rebook the collection for you.

A calling card will be left at the address informing the receiver that DHL tried to deliver. The receiver can either collect the parcel from their local DHL office or arrange another delivery.

DHL is committed to delivering your shipments with speed and care. However shipments should be packed to withstand the normal rigours of road and aircraft handling and transportation. Please see our packaging advice for hints and tips.

Note: DHL will accept no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

If your parcel has been damaged, the sender must contact the DHLitNow team. Photographic evidence must be provided.

Due to shipping restrictions to certain areas of Ukraine, bookings can only be made by calling Customer Service on 0844 248 0844. This enables us to check the contents and destination of your parcel and ensure that your delivery can be made.

The Customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives. This is based on the information provided on the parcel label (Waybill) and Customs paperwork, in particular the contents, declared value and weight.

The receiver is responsible for paying any duties and taxes that may apply. DHL is unable to deliver parcels until these have been paid.

A proforma or commercial invoice is required for all parcels being sent outside the European Union or to the Channel Islands.

For your convenience DHLitNow will generate a Proforma invoice from your booking details. This can be printed from the booking confirmation page or email. Simply print 2 copies and complete the dotted line entries.

Note: If you are sending a commercial shipment with a commercial value, you will need to prepare a Commercial Invoice rather than a Proforma.

DHLitNow will automatically generate a Proforma invoice, completed as much as possible from the booking details. The following information must be completed by the sender:

• Customs Code Number: Also known as Harmonised System number, commodity or tariff code, this helps Customs determine the appropriate duties and taxes. If unknown, this will be completed by DHL.
• Description of Goods: If your parcel contains multiple items, such as personal effects, clothing or toiletries, list all items on a separate sheet and attach it to the invoice. To avoid transit or Customs delays, please ensure the inventory is typewritten, detailed and accurate.
• VAT number: Enter the Sender's VAT number, if applicable.
• Name and address of manufacturer: Optional. Generally not applicable for non-commercial items.
• Type of Export: If the goods are being returned to you, select Temporary. Otherwise, select Permanent.
• Reason for Export: e.g. gift, sample, repair, return
• Origin: Country of manufacture if applicable. Otherwise, enter UK.
• Position in Company: If your parcel is being sent on behalf of a company, enter your job title.

If you have any queries, please contact the DHLitNow team.

• Austria
• Belgium
• Bulgaria
• Cyprus
• Czech Republic
• Denmark
• Estonia
• Finland
• France
• Germany
• Greece
• Hungary
• Ireland
• Italy
• Malta
• Latvia
• Lithuania
• Luxembourg
• Netherlands
• Poland
• Portugal
• Romania
• Slovakia
• Slovenia
• Spain
• Sweden
• United Kingdom

Customs paperwork is not required for parcels to EU destinations.

Note: The Channel Islands are treated as non-EU destinations for shipping purposes which means that Customs paperwork is required.

As the parcel is travelling by air, the courier must be able to validate that the parcel contains no dangerous or prohibited items. The courier will also check that the contents description on the parcel label (Waybill) and Customs paperwork is accurate.

Please refer to the DHL Prohibited Items List.

Note: For shipments travelling outside the UK, there may additional prohibited items specified by the destination country. To view these, select the destination county on the DHLitNow booking form and then click the 'View Prohibited Items & Country Service Notes' link.

DHL uses HTTPS, an Internet standard communication protocol, which uses Secure Socket Layer (SSL), an industry-standard encryption technology, to protect your information as it is transmitted over the Internet.