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DHL PARCEL UK FREQUENTLY ASKED QUESTIONS

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FREQUENTLY ASKED QUESTIONS

Below you'll find answers to the questions we get asked most about our parcel
deliveries. Learn more about rescheduling your delivery, collecting your parcel
from a DHL Parcel UK ServicePoint and returning parcels to retailers. 

If you have a question which you can't find an answer to, please get in touch
with our Customer Service team who will be able to assist.

    

 * Parcel Delivery
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PARCEL DELIVERY

   
 * Who should I contact if I have a query?
   
   Firstly, check the FAQ's on this page - many of the most common queries can
   be answered here.
   
   If you would like to talk to one of our advisors regarding your delivery,
   please call 02476 937770. Our team are available to help you Monday to Friday
   7am - 8pm, Saturday 8am - 6pm. Please have the shipment number and delivery
   postcode to hand to assist with the enquiry.
   
   There are also alternative ways of making contact via Facebook and Twitter.

   
 * What is my shipment number?
   
   The shipment number is the number allocated to your parcel and is typically
   14 numerical digits.
   
   If your shipment number contains both letters and numbers, please go online
   to track.dhlparcel.co.uk and enter your shipment number and postcode.
   
   If you have not been provided with this information, the sender of the parcel
   will be able to give these details.

   
 * Can I track my parcel?
   
   If you're waiting for a parcel, you can track the parcel here.
   
   Please refer to our parcel tracker document for an explanation of the status
   of your delivery.

   
 * When will my parcel arrive?
   
   On the morning of the delivery, a 1 hour delivery window will be provided.
   Where the sender of your parcel has provided your mobile number or email
   address, we will send you a notification.
   
   If we have not been provided with this information, you can view the delivery
   window by going to our track a parcel page and entering your shipment number
   and delivery postcode.

   
 * What will happen if I am not at home?
   
   In the event that your parcel has been sent on a service that requires a
   signature at the specified delivery address and there is no-one at home, the
   driver will leave a calling card. Where the sender of your parcel has
   provided your mobile number or email address, we will send you a notification
   confirming this.
   
   The card and notification will direct you to dhlparcel.co.uk where using
   the track a parcel function will give you the options available
   
   This will include one or more of the following options:
   
    * Leave in a safe place
    * Leave with a neighbour
    * Collect from a DHL Parcel UK ServicePoint
    * Collect from the DHL Parcel Depot
    * Change delivery day

   
 * Can you notify me when my driver is about to deliver?
   
   On the day of delivery you are able to select to receive a 'You're next'
   notification when the driver is one stop away, typically 5-15 minutes before
   the delivery.
   
   This is available either from the link on the 1 hour delivery window
   notification, or you can opt for this notification by visiting the track a
   parcel area.

   
 * I've received a calling card but I was at home?
   
   Our driver will make all attempts possible to let you know that they have
   arrived to deliver your parcel, but sometimes may still miss you.
   
   Please do check the calling card as the driver will leave this to indicate if
   your parcel has been left with a neighbour, left safe, or to advise that
   delivery will be re-attempted the following working day. 

   
 * I've received a calling card on a Saturday - when will my parcel be
   delivered?
   
   If you have received one of our calling cards on a Saturday, please note that
   your delivery will automatically be reattempted on Monday. There is no
   requirement for you to contact us unless you wish to reschedule to an
   alternative day.

   
 * Can my driver come back today?
   
   The driver will be unable to come back to you today as they may already be
   outside of your area.

   
 * What is your complaints process?
   
   To view our complaints process, please click here. 

   
 * Where does DHL Parcel UK apply a city congestion charge?
   
   For a full list of postcodes affected, please visit our City Congestion
   Charge page.

   
 * I'm expecting a parcel that I have purchased online from a seller in the EU.
   Will I need to pay duty and tax charges?
   
   Customs duty applies if the item is valued over £135 
   
    * Whether duty is payable will depend on the rules of origin - if the item
      was made and manufactured wholly in the EU and proof of origin can be
      provided by the shipper to satisfy customs, no import duty will be
      payable. If not, then customs import duty may be charged at the point of
      delivery 
   
   Value added tax (VAT), a sales tax, has always been applied to items from the
   EU. Before Brexit you would have paid the local VAT as part of the purchase 
   
    * If the item is valued under £135, VAT will automatically be added by the
      seller as part of the purchase and no further payment will be required.
    * If the item is valued over £135, UK VAT, which is 20%, will be charged at
      the point of delivery and is not included as part of the purchase
   
   
   
 * I'm expecting a parcel that is a gift from a relative who lives in the EU.
   Will I need to pay duty and tax charges?
   
   Value added tax (VAT) applies if the gift is valued over £39
   
    * If the item is valued over £39 UK VAT, which is 20%, will be charged at
      the point of delivery

   
 * I have received an email asking me to pay duty and taxes for a parcel which I
   am expecting from the EU. Is this from you?
   
   If your parcel is being delivered by DHL Parcel UK and duty and taxes are
   payable you will receive an email from Trans Global Freight Management Ltd.
   This is the authorised customs clearance agent for DHL Parcel UK. 
   
    * The email will come from Ecommerce.Payments@trans-global.com 
    * The subject will be Customs clearance for your parcels 
    * The email states who the sender of your parcel is and that your parcel has
      been shipped by DHL Parcel UK Ltd 
    * The email will detail the import duty, import VAT and the admin fee. The
      admin fee is charged to cover the costs incurred in processing the parcel
      through customs
    * There will be a secure payment link provided for you to make payment
    * The parcel can only be held for 14 days
    * Payment in full is required before the parcel can be released for delivery

   
 * Who can I contact if I have not received my shipment?
   
   Firstly, please contact our Customer Service team. If our team have not been
   able to resolve this for you, please contact the sender of your parcel.
   
   
   This information may help:
   https://www.citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/if-something-you-ordered-hasnt-been-delivered/

   
 * I'm expecting a passport. When will it arrive?
   
   You will receive a notification to the mobile phone number we have been
   supplied with by Her Majesty's Passport Office when we have received your
   passport.
   
   Our driver will attempt delivery between 07:00 - 20:00 Monday to Friday. A 1
   hour estimated time of delivery will be available to you from our track a
   parcel page.
   
   If there is no-one available to accept delivery, in most cases our driver
   will post through your letterbox. Someone will need to be available to accept
   delivery if:
   
    * The building is multiple occupancy without direct access to your
      individual property
    * The property has a post box outside rather than a letterbox
    * The property has a gate/fence which prevents access;
    * The property has no letterbox
   
   How can I keep updated about when you will deliver?
   
   Download our app and opt to receive in app notifications. As part of your
   profile you can add delivery instructions for our driver and let us know the
   what3words for your address.
   
   I've received a calling card. What happens next? 
   
   We will attempt to redeliver your passport the next working day. We can only
   deliver to the address provided by Her Majesty's Passport Office. 
   
   You can arrange to collect your passport from your local DHL Parcel UK depot
   by selecting the 'Collect from depot' options from our track a parcel page.
   
   The collection will be from the next working day. Once you have selected your
   option, the page will display the address, opening times, directions and list
   identification that can be used to take with you.
   
   I've moved since I ordered my passport. Who do I need to contact?
   
   If you have moved, please contact us on 02476 937 770 so we can stop the
   delivery to your previous address.
   
   You will need to contact Her Majesty's Passport Office directly to change the
   delivery address. You will need to send evidence of your new address to Her
   Majesty’s Passport Office. We are unable to change the delivery address.

  


RE-ARRANGE A DELIVERY

   
 * How can I change my delivery address?
   
   To change to a different address please contact the sender of your parcel who
   will be able to make arrangements - so helping to keep your parcel secure.

   
 * I've received my estimated 1 hour delivery window, can I change this?
   
   The allocated delivery window cannot be changed, but you can visit track a
   parcel which will enable you to select alternative delivery options.

  


DHL PARCEL UK SERVICEPOINT COLLECTION

   
 * How can I collect my parcel?
   
   Select either the 'Collect from DHL Parcel UK ServicePoint' (if available for
   that location) or 'Collect from depot' options from our track a parcel page.
   
   The collection will be from the next working day. Once you have selected your
   option, the page will display the address, opening times, directions and list
   identification that can be used to take with you.

   
 * Why has my parcel been delivered to a DHL Parcel UK ServicePoint?
   
   We really wanted to hand deliver your parcel, but as you weren't in and we
   were unable to deliver to a neighbour or leave somewhere safe, we have
   delivered to your DHL Parcel UK ServicePoint. This has been instructed by the
   sender of your parcel to ensure you receive your parcel as quickly as
   possible.

   
 * How do I collect my parcel from my DHL Parcel UK ServicePoint using my
   calling card?
   
   The driver will have stated the address of your DHL Parcel UK ServicePoint on
   your calling card. If you wish to collect your parcel today, please check
   that your parcel has been received by the parcel shop by tracking the
   delivery on our track a parcel page. Alternatively you can collect from the
   following day.
   
   When collecting your parcel, please make sure you bring the calling card as
   the card reference number is your pick up code. Proof of address and
   photographic ID will also be required.

   
 * I have received a notification from DHL Parcel advising my parcel is ready to
   collect from my DHL Parcel UK ServicePoint. How do I collect my parcel?
   
   The email or text notification contains your pick up code. When collecting
   your parcel, please make sure you bring the notification as you’ll need your
   pick up code. Proof of address and photographic ID will also be required.

   
 * How long will my parcel be kept at my DHL Parcel UK ServicePoint?
   
   Your parcel will be held for 10 days at your DHL Parcel UK ServicePoint.

   
 * How can I check the opening times of my DHL Parcel UK ServicePoint?
   
   Enter your shipment number or calling card number, and your delivery postcode
   on our track a parcel page. You will then be able to view the details of your
   DHL Parcel UK ServicePoint including opening times and directions.
   
   The DHL Parcel UK ServicePoints are generally open from 7am until 8pm 7 days
   a week.

  


RETURNING A PARCEL

   
 * I have a parcel to return. How can I locate my nearest DHL ServicePoint?
   
   You can search for your nearest ServicePoint on our parcel shop finder page
   using a postcode, a town or your current location.

   
 * How can I check the opening times of my local DHL ServicePoint?
   
   DHL ServicePoints are generally open from 8am until late 7 days a week. You
   can check this by searching and finding your preferred DHL ServicePoint on
   our parcel shop finder page and this will show you the open and close times
   as well as accessibility.
   
   Please note that the information is subject change particularly on public
   holidays.

   
 * How should I package my parcel?
   
   Parcels should be packed well enough to be transported safely across long
   distances, potentially being passed through a range of vehicles and
   warehouses depending on where your parcel is being returned to.
   
   Use a sturdy cardboard box to prevent any damage to the goods inside. If the
   items inside are fragile, make sure they are wrapped separately. Fill any
   spaces in the box with polystyrene chips. Seal any openings of the box with
   layers of tape to ensure the box does not open.

   
 * Is there a maximum weight and size?
   
   Yes, the parcel should be no heavier than 20 kg and no bigger than 120 x 90 x
   60 cm. The DHL ServicePoint are unable to accept parcels which exceed this
   weight and dimensions.

   
 * Are there items that I can't send?
   
   No shipment will be accepted for carriage which contains:
   
    1.  Animals, animal parts, livestock and insects
    2.  Antiques*
    3.  Artwork
    4.  Bullion
    5.  Cashiers or travellers cheques
    6.  Cigarettes (tobacco and tobacco products)
    7.  Credit or debit cards
    8.  Drugs
    9.  Firearms (including replicas & imitations)
    10. Flora
    11. Imitation weaponry
    12. Important documents (passports, tenders, share & option certificates)
    13. Jewellery or valuable items of wear (including occasional items of wear,
        designer items such as clothing, watches, shoes & handbags)
    14. Medicines
    15. Money orders
    16. Negotiable instruments in bearer form
    17. Paint
    18. Precious stones or metals
    19. Radioactive material
    20. Stamps
    21. Unprotected furniture
    22. Weapons, explosives and munitions
   
   
   Our transit system is not suitable for carrying shipments containing:
   
    1. Ceramics
    2. China
    3. Fossils
    4. Glass
    5. Pottery
    6. Stonewear
    7. Televisions or other electronic graphical display systems (with screen
       size exceeding 37 inches)
    8. Works of art (or similar materials)
    9. Items which are made from, or consist of rock (whether igneous,
       metamorphic, sedimentary or otherwise)
   
   We accept no liability for damage caused to the same.
   
   
   Unless agreed in writing we will not cover shipments containing:
   
    1. Alcoholic beverages
    2. Food
    3. Liquids
    4. Paints
    5. Perishable
    6. Plants
   
   
   Antiques*
   An item perceived as having value because of its aesthetic or historical
   significance. An antique is an item that is collected or desirable because of
   its age, beauty, rarity, condition, utility, personal emotional connection,
   and/or other unique features. It is an object that can represent a previous
   era or time period in human history

   
 * Will my parcel be picked up over a weekend?
   
   The DHL ServicePoint will keep your parcel secure for the local DHL Parcel UK
   driver to collect on the next available working day.

   
 * Will I get a receipt?
   
   When you take your parcel to your local DHL ServicePoint it will be scanned
   along with the email barcode that you will have received or the returns label
   which you have put on the parcel securely. A receipt will be emailed to the
   email address already provided along with the tracking number.

   
 * How long will it take to get my parcel back to the retailer?
   
   Once we have collected your parcel from the DHL ServicePoint it will
   typically take 2 working days for the retailer to receive your parcel.

   
 * When will I receive my refund?
   
   Please refer to your retailer refund policy for more information or contact
   them direct.

   
 * Who should I contact if I have a query?
   
   If you have a query after you have handed over your parcel please contact
   your retailer.

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