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Text Content

 * Support
 * Jobs
 * About DHL
 * My DHL Portal(link is external)
 * en
    * nl
    * en
    * fr

 * Consumer
   
      
    * Track your parcel
    * Missed delivery
      
       * Second delivery attempt
   
    * DHL ServicePoints
    * Return shipments
      
       * Packaging advice

 * Business
   
      
    * Track your shipment
    * Services
      
       * Senders
       * Receivers
       * Our tools
   
    * Our expertise
      
       * E-commerce
       * Retail
       * Healthcare
       * Hightech
       * Automotive
       * Construction and manufacturing
   
    * Knowledge platform

 * Support
 * Jobs
 * About DHL
 * My DHL Portal(link is external)
 * en
    * nl
    * en
    * fr

 * Support
 * Jobs
 * About DHL
 * My DHL Portal(link is external)
 * en
    * nl
    * en
    * fr

en
 * nl
 * en
 * fr

My DHL Portal
 * Business
 * Support


HOW CAN WE HELP YOU?

Business support



Frequently asked questions


TOPICS WHAT IS YOUR QUESTION ABOUT?


SENDING



ONLINE SHIPPING





MY DHL PORTAL

You send all your shipments with one handy shipping service: My DHL Portal. If
you use your own system, custom solutions are available. There are a few other
advantages: we collect your parcels and pallets in one go. And with the same
ease you can ship to businesses and consumers in Europe.

User Manual(link is external)



DIMENSIONS AND WEIGHT





ALL THE SPECIFICATIONS

Parcels to consumers in Belgium and the Netherlands
Mailbox parcel
- Dimensions: max. 38 x 26.5 x 3.2 cm (L W H)
- Weight: max. 2 kg

Parcel
- Dimensions: min. 15 x 11 x 1 cm - max. 38 x 26.5 x 3.2 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)

Parcels to consumers in the rest of Europe
- Dimensions: min. 15 x 11 x 1 cm - max. 120 x 60 x 60 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)
- Girth: max. 360 cm (L + 2W + 2H)

Parcels sent via the DHL ServicePoints are subject to other dimensions and
weights (depends on local partner in destination country).

Shipments to business addresses:

Parcels
- Dimensions: min. 15 x 11 x 3.5 cm (L W H) - max. 120 x 60 x 50 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)
   Parcels over 31.5 kg should be transported on a pallet.
- Weight by volume: max. 250 kg/m³

For parcel shipments to destinations outside the Benelux additional
specifications apply:
- Maximum weight per shipment 2,500 kg
- Maximum volume per shipment 12 m³

Pallets
- Dimensions: max. 120 x 100 x 200 cm (L W H)
- Weight: max. 1,000 kg per pallet (Benelux) and 750 kg per pallet (rest of
Europe)
- Maximum of 5 pallets per shipment/per day/per delivery address

Longer delivery times for non-standard shipments
If your shipment deviates from these specifications, it may take a day longer to
deliver. This concerns parcels that cannot be sorted automatically because they
are too large or heavy or because of their nature, shape, packaging. Additional
surcharges apply for the manual handling of these shipments.



LABEL-PRINTING SERVICE





PRINT YOURSELF OR PRINTED FOR YOU

Print your own shipping labels quickly and easily with our My DHL Portal online
shipping service. If you'd like to plan a return shipment or a shipment for
collection in My DHL Portal but can't print the shipping label, there is no need
to panic. We have the 'Pickup with label' option for collections from your
address or business returns from the Benelux. The courier will bring a completed
shipping label at a small extra fee. The label can then be attached to the
parcel immediately.

We offer a return portal for business senders with a custom shipment solution.
Discuss the options with your account manager.



REMOTE AREAS





REMOTE AREAS

DHL eCommerce also delivers your shipments in remote and less accessible
locations. A surcharge applies for delivery in these Remote Areas(link is
external).



CUSTOMS FORMS





SUPPORT FOR CUSTOMS FORMALITIES

If you ship to a country with customs clearance, your shipment will be checked
by customs in that country. Therefore, it is mandatory to include the customs
forms with your shipment. You require commercial invoices for commercial
shipments. A pro forma invoice is often sufficient for non-commercial shipments.
However, this varies from country to country.

To which customs territories can you ship with DHL eCommerce?



 * Norway: shipping DDP to Norway is not possible.
 * UK: no customs formalities needed for Northern-Ireland. The standard delivery
   method for parcels to consumers in the UK is Incoterm DAP.

Does you invoice meet all the requirements?

The invoice must always comply with the legal requirements, otherwise there is
no right to deduct VAT or shipments may be delayed or not imported. You can
easily generate a correct invoice when preparing your shipment in My DHL
Portal(link is external). Check the manual(link is external) for more
information.

Invoice requirements for dutiable shipments(link is external)

Attention: Specific requirements apply for shipments to the UK. Check our Brexit
information page for more details.

How to submit your customs paperwork?

 * Print and combine all the documents for your shipment (typed and completed in
   English). This includes invoices, a copy of the shipping label, a tax reclaim
   form, certificates, export documents, etc. Handwritten documents are not
   accepted.
 * Keep the copies and attach the original documents to the parcel in a doculope
   (self-adhesive document-enclosed envelope).
 * Supply a digital copy of the documents to DHL via our online shipping tool My
   DHL Portal(link is external) or with our special customs API. If you are
   unable to share the paperwork via digital means or e-mail
   (europlus.customs@dhl.com), an extra set of documents must be attached to the
   shipment.

 

 



FUEL SURCHARGE





INDEX PER MONTH

This is the up-to-date surcharge for fuel handled by DHL eCommerce.

Month and surcharge
Oct 2024: 13.75%
Sept 2024: 15.25%
Aug 2024: 15.25%

These surcharges are linked to the consumer price of diesel fuel
(EU-27 standard) in local currency. Levies and taxes, as measured by the
Directorate-General for Energy of the European Commission and published in the
Oil Bulletin, have been included. The fuel surcharge applies to the transport
rate and the transport related optional services and surcharges.

Go to the Oil Bulletin(link is external)



Due to the publication dates of fuel prices, we implement the surcharge at a
delay of two months. Therefore, the latest fuel price publication in January
determines the surcharge handled in March.

DHL eCommerce reserves the right to change the fuel surcharge index and table
without notice.



TOLL SURCHARGE





KILOMETER LEVY IN GERMANY AND HUNGARY

Germany and Hungary charge a kilometer levy for freight traffic. To partly
compensate for these costs, we apply a toll surcharge for shipments to, from and
through these countries.

 * Shipments to, from and through Germany: 3.40%
 * Shipments to, from and through Hungary: 3.05%

The percentage is calculated on the transport rate and the transport
related options and surcharges.



PROHIBITED GOODS





PRODUCTS THAT CANNOT BE SHIPPED WITH DHL

Certain rules apply to the content of your shipment. For security reasons DHL
cannot transport the following items:

 * Products of exceptionally high value such as art, antiques, precious metals
   and stones
 * Perishable good
 * Food products, unless they have been packed well and can be shipped
   unconditioned
 * Money, coins, debit cards and credit cards, SIM cards, securities, and
   valuable documents such as passports
 * Livestock
 * Human organs and human remains, including ashes
 * Animals (including insects), parts of animals (including fur and ivory) and
   hunting (animal) trophies
 * Plants, except flower bulbs and seeds
 * Christmas trees
 * Fertilizer
 * Illegal goods such as counterfeit products, imitation and pirated products
 * Narcotics/drugs
 * Unaccompanied luggage
 * Dangerous goods (chemicals, paint, fireworks, batteries, perfume etc.). Under
   certain conditions, some dangerous goods can be shipped in limited
   quantities. Read the article on shipping dangerous goods or speak to your DHL
   account manager.
 * Parcels with an inherent defect which, because of their nature, can damage
   people, merchandise, or equipment.
 * Products whose transport is legally prohibited in the country of origin,
   transit, or destination
 * Products that require special facilities, safety precautions, or permits
 * Products that can be considered offensive, such as pornography or goods that
   are politically sensitive. Also the packaging may not be perceived as
   provocative.
 * Prohibited items such as complete original and imitation firearms and firearm
   parts, ammunition, explosives/explosive devices, military equipment, etc.
 * Goods, software and technology that may have military applications or
   contribute to the production or proliferation of weapons of mass destruction
   (for example, nuclear weapons, chemical warfare gases or biological weapons).
   These are "dual use" goods as described in EU regulations 428/2009 and
   2019/2199.



DANGEROUS GOODS





SHIPPING DANGEROUS GOODS

Dangerous goods may only be shipped in limited quantities (ADR Limited
Quantities - LQ). It is mandatory to register this with your DHL account
manager. We do not charge extra for shipping LQ goods.

Download our Dangerous Goods brochure(link is external) to learn more about
shipping dangerous goods and find out which goods can and cannot be transported
by DHL eCommerce. For any additional information, please get in touch with your
DHL contact.

Since 1 April 2024, stricter rules have been introduced to international
shipments of dangerous goods in limited quantities (ADR LQ). In addition to the
mandatory LQ mark on the parcel, you must also provide the following
information: when creating the shipment, you have to specify that it contains LQ
and provide the weight. How you do that, depends on the shipping tool you use:

 * notification via My DHL Portal(link is external)
 * notification via API(link is external)
 * notification via EDI(link is external)

Please follow these rules to avoid fines or delays. 



INSURANCE





STANDARD OR EXTRA INSURANCE

The provisions of the international CMR Convention apply to road transportation
in Europe. DHL's liability for damage or loss is limited by law to 8.33 SDR
(Special Drawing Rights) per gross kilogram, which is approximately €10 per
kilogram.

For extra peace of mind you can add an additional transport insurance to your
valuable shipments with a low weight.

Extra piece of mind

DHL eCommerce always treats your shipments with the utmost care, but in the
unfortunate event that something goes wrong, you will be fully compensated. The
additional transport insurance will cover the value of the damaged / lost goods
and the transport costs. This will enable your to repair or replace the
product. For a small premium you will be fully protected against any damage or
loss. 

DHL eCommerce selects the insurer and takes out the additional insurance. You
can book the insurance per shipment via our online shipping tool My DHL Portal
or you can also take out ongoing additional insurance from us for all your
shipments for an entire year. That way you benefit from an extra competitive
premium. Interested? Our customer service or your regular contact person will be
happy to help you.

Read more(link is external)



DAMAGE OR LOSS





HOW TO REPORT DAMAGE / LOSS AND SUBMIT A CLAIM

If your shipment is damaged or missing, please notify our customer service
department as soon as possible: at the time of delivery for visible damage,
within 5 working days of delivery in case of non-apparent damage or (partial)
loss.

Our customer service will immediately start an investigation, so you can submit
a claim - if necessary. As soon as we have received the necessary information,
the claim will be investigated. We aim to respond within 10 workdays.

In case of loss, see to it that you can give us a good description of the goods
and their packaging. In case of a damaged shipment, we also ask you to take
photos of the damaged goods and their packaging, including the shipping label
and the filling material.

Learn more about our claims procedure(link is external)




DELIVERY



EUR-PALLETS EXCHANGE SERVICE





YOUR EUR-PALLETS RETURNED TO YOU

If you ship EUR-pallets to business addresses in the Benelux, we can return them
to you. This takes approximately four weeks. This service is provided at an
additional fee.



TRACK & TRACE





FOLLOW YOUR SHIPMENT

Track & trace is an easy-to-use online dashboard with which you and your
recipients can track your shipments. If we've scheduled a delivery time, it'll
be indicated on track and trace. You can access track and trace via our website
or integrate the track & trace service in your online store.

Integrate track & trace in your online store



ANONYMOUS SENDER





SHIPMENT CONFIDENTIALITY

We can also apply shipment confidentiality on request. The sender will not be
listed on the shipment label, so that the recipient will not know who it's from.
Select the option "Undisclosed sender" when registering your shipment in My DHL
Portal(link is external). This service is at no extra cost.



MISSED A DELIVERY?





MISSED A DELIVERY?

Then our courier will leave a card notifying you that they'll try to deliver
again the next workday. If there's no one at home on the second delivery
attempt, the driver will leave a card stating that you can collect the parcel at
a DHL RegionHub near you. You have five days in which to collect the parcel,
after which it will be returned to the sender.

If you'd like to plan a third delivery attempt or have the parcel delivered to a
different address, you can arrange this with the sender who will then provide us
with the necessary instructions.

Delivery to consumers by our partner bpost
If our partner bpost was unable to deliver a parcel to a consumer, they'll leave
a card in the mailbox with the location where the consumer can collect their
parcel. If the consumer would like to schedule a second delivery at home, they
can do so online. Go to the missed delivery page.



DELIVERY TO A CONSTRUCTION SITE





CONSTRUCTION SITE DELIVERY

If you want to deliver a parcel or pallet to a construction site in the Benelux,
you will need to give us some additional instructions when registering your
shipment in My DHL Portal. This service is at no extra cost. Your shipments will
arrive at the correct location without needing a postal code or house number.
Just ensure that you enter all the necessary details. Ask your DHL account
manager or our customer service department about the options.
 



SATURDAY DELIVERY





YOUR PARCELS DELIVERED ON SATURDAY

We deliver on workdays from 8.00 AM to 6:00 PM as standard, but you can also
have your parcels delivered to consumers in the Benelux on Saturdays. This is
subject to a surcharge. All you need to do is select the option “Saturday
delivery” when preparing your shipment. You can also choose Saturday delivery
for business parcels to the Netherlands.

We collect parcels for delivery on Saturday in the Benelux on Friday or the
previous workday if Friday is a public holiday. If your shipment cannot be
delivered on Saturday, we will try again the next workday. Saturday delivery is
not available for the Wadden Sea Islands in the Netherlands or for pallets.

For consumers in the rest of Europe, we deliver from Monday to Saturday as
standard.



HOLD AT DEPOT





DELIVERY TO A DHL REGIONHUB

If your supplier has the shipment sent to you as a general delivery, you can
pick it up at a DHL RegionHub the next workday. Make sure to bring a valid ID.



TRANSIT TIMES





DELIVERY TIMES FOR YOUR SHIPMENT

Parcels and pallets sent to the Netherlands, Belgium, and Luxembourg will be
delivered the next workday. Parcels can also be delivered on Saturdays at extra
cost. Transit times differ for shipments outside of the Benelux. See the list of
delivery times below.

Transit times in Europe(link is external)



HOLIDAY SEASON SCHEDULE





DELIVERY DURING THE HOLIDAY SEASON

We have an adjusted service schedule during and around public holidays. 

Below you can download our service schedule for the public holidays in 2024:

Holiday Schedule Benelux 2024(link is external)



EXPRESSER





EXPRESSER DELIVERY BY 12:00 NOON

As standard, DHL eCommerce delivers your packages and pallets within the Benelux
on the next working day. And if that’s is not fast enough, you can use our
Expresser service. Your business shipment will then be delivered in the Benelux
(with the exception of the Wadden Islands) before 12:00 noon on the next working
day (Mon to Fri). If the shipment is delivered after 12:00 noon, you can use the
reactive money-back guarantee to retrieve the additional costs of the Expresser
shipment.

Terms and Conditions of the reactive money-back guarantee:

 * The shipment was delivered to the recipient after 12:00 noon according to the
   DHL track and trace data.
 * The money-back amount is limited to the difference between the regular DHL
   Europlus shipping rate and the Expresser shipping rate.
 * The money-back guarantee must be requested by the shipper at the shipment
   level.
 * The money-back guarantee must be requested from DHL within 14 days of the
   invoice date. A request is to be submitted by sending an e-mail
   to efssbrudd@dhl.com containing the shipment and invoice number, and a
   statement that the email refers to the reactive money-back guarantee.
 * The money-back guarantee does not apply if the recipient has made an
   intervention.
 * The money-back guarantee does not apply if the late delivery or non-delivery
   is due to circumstances beyond DHL's control, as defined in the DHL eCommerce
   General Terms and Conditions of Carriage.
    




RECEIVING



TRACK & TRACE





FOLLOW YOUR SHIPMENT

Track & trace is an easy-to-use online dashboard with which you and your
recipients can track your shipments. If we've scheduled a delivery time, it'll
be indicated on track & trace. You can access track & trace via our website or
using the tracking service on the website of the online store where you placed
your order.

Integrate track & trace in your online store



DHL REGIONHUBS





DHLREGIONHUBS IN BELGIUM

DHL eCommerce has 6 RegionHubs in Belgium where your shipments are collected and
delivered. You can also drop off and collect your parcels yourself. See our
locations and opening hours. 

Find a DHL RegionHub



SIGNATURE UPON RECEIPT





SIGNATURE UPON RECEIPT

Whether we're delivering a parcel or pallet at a business, store, or
institution, we always ask for a signature upon receipt. We also ask for a valid
ID at our DHL ServicePoints. For deliveries to consumers in the Benelux, we only
ask for a signature if the sender has selected this option for shipment.
Signatures as proof of delivery are immediately displayed in track and trace.



RETURN SHIPMENTS





DHL ECOMMERCE MAKES RETURNING PARCELS EASY

We even collect pallets and parcels for return from business recipients. The
sender can quickly plan in a return shipment with My DHL Portal or by contacting
our customer service department during office hours. The sender sends you the
return label or our driver simply brings it along when they come to pick up the
shipment.

Consumers can easily bring their returns to one of our 2,800 DHL ServicePoints
in Belgium.




SENDING




DELIVERY




RECEIVING



ONLINE SHIPPING



DIMENSIONS AND WEIGHT



LABEL-PRINTING SERVICE



REMOTE AREAS



CUSTOMS FORMS



FUEL SURCHARGE



TOLL SURCHARGE



PROHIBITED GOODS



DANGEROUS GOODS



INSURANCE



DAMAGE OR LOSS



ONLINE SHIPPING





MY DHL PORTAL

You send all your shipments with one handy shipping service: My DHL Portal. If
you use your own system, custom solutions are available. There are a few other
advantages: we collect your parcels and pallets in one go. And with the same
ease you can ship to businesses and consumers in Europe.

User Manual(link is external)



DIMENSIONS AND WEIGHT





ALL THE SPECIFICATIONS

Parcels to consumers in Belgium and the Netherlands
Mailbox parcel
- Dimensions: max. 38 x 26.5 x 3.2 cm (L W H)
- Weight: max. 2 kg

Parcel
- Dimensions: min. 15 x 11 x 1 cm - max. 38 x 26.5 x 3.2 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)

Parcels to consumers in the rest of Europe
- Dimensions: min. 15 x 11 x 1 cm - max. 120 x 60 x 60 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)
- Girth: max. 360 cm (L + 2W + 2H)

Parcels sent via the DHL ServicePoints are subject to other dimensions and
weights (depends on local partner in destination country).

Shipments to business addresses:

Parcels
- Dimensions: min. 15 x 11 x 3.5 cm (L W H) - max. 120 x 60 x 50 cm (L W H)
- Weight: max. 31.5 kg (surcharge for parcels over 23kg)
   Parcels over 31.5 kg should be transported on a pallet.
- Weight by volume: max. 250 kg/m³

For parcel shipments to destinations outside the Benelux additional
specifications apply:
- Maximum weight per shipment 2,500 kg
- Maximum volume per shipment 12 m³

Pallets
- Dimensions: max. 120 x 100 x 200 cm (L W H)
- Weight: max. 1,000 kg per pallet (Benelux) and 750 kg per pallet (rest of
Europe)
- Maximum of 5 pallets per shipment/per day/per delivery address

Longer delivery times for non-standard shipments
If your shipment deviates from these specifications, it may take a day longer to
deliver. This concerns parcels that cannot be sorted automatically because they
are too large or heavy or because of their nature, shape, packaging. Additional
surcharges apply for the manual handling of these shipments.



LABEL-PRINTING SERVICE





PRINT YOURSELF OR PRINTED FOR YOU

Print your own shipping labels quickly and easily with our My DHL Portal online
shipping service. If you'd like to plan a return shipment or a shipment for
collection in My DHL Portal but can't print the shipping label, there is no need
to panic. We have the 'Pickup with label' option for collections from your
address or business returns from the Benelux. The courier will bring a completed
shipping label at a small extra fee. The label can then be attached to the
parcel immediately.

We offer a return portal for business senders with a custom shipment solution.
Discuss the options with your account manager.



REMOTE AREAS





REMOTE AREAS

DHL eCommerce also delivers your shipments in remote and less accessible
locations. A surcharge applies for delivery in these Remote Areas(link is
external).



CUSTOMS FORMS





SUPPORT FOR CUSTOMS FORMALITIES

If you ship to a country with customs clearance, your shipment will be checked
by customs in that country. Therefore, it is mandatory to include the customs
forms with your shipment. You require commercial invoices for commercial
shipments. A pro forma invoice is often sufficient for non-commercial shipments.
However, this varies from country to country.

To which customs territories can you ship with DHL eCommerce?



 * Norway: shipping DDP to Norway is not possible.
 * UK: no customs formalities needed for Northern-Ireland. The standard delivery
   method for parcels to consumers in the UK is Incoterm DAP.

Does you invoice meet all the requirements?

The invoice must always comply with the legal requirements, otherwise there is
no right to deduct VAT or shipments may be delayed or not imported. You can
easily generate a correct invoice when preparing your shipment in My DHL
Portal(link is external). Check the manual(link is external) for more
information.

Invoice requirements for dutiable shipments(link is external)

Attention: Specific requirements apply for shipments to the UK. Check our Brexit
information page for more details.

How to submit your customs paperwork?

 * Print and combine all the documents for your shipment (typed and completed in
   English). This includes invoices, a copy of the shipping label, a tax reclaim
   form, certificates, export documents, etc. Handwritten documents are not
   accepted.
 * Keep the copies and attach the original documents to the parcel in a doculope
   (self-adhesive document-enclosed envelope).
 * Supply a digital copy of the documents to DHL via our online shipping tool My
   DHL Portal(link is external) or with our special customs API. If you are
   unable to share the paperwork via digital means or e-mail
   (europlus.customs@dhl.com), an extra set of documents must be attached to the
   shipment.

 

 



FUEL SURCHARGE





INDEX PER MONTH

This is the up-to-date surcharge for fuel handled by DHL eCommerce.

Month and surcharge
Oct 2024: 13.75%
Sept 2024: 15.25%
Aug 2024: 15.25%

These surcharges are linked to the consumer price of diesel fuel
(EU-27 standard) in local currency. Levies and taxes, as measured by the
Directorate-General for Energy of the European Commission and published in the
Oil Bulletin, have been included. The fuel surcharge applies to the transport
rate and the transport related optional services and surcharges.

Go to the Oil Bulletin(link is external)



Due to the publication dates of fuel prices, we implement the surcharge at a
delay of two months. Therefore, the latest fuel price publication in January
determines the surcharge handled in March.

DHL eCommerce reserves the right to change the fuel surcharge index and table
without notice.



TOLL SURCHARGE





KILOMETER LEVY IN GERMANY AND HUNGARY

Germany and Hungary charge a kilometer levy for freight traffic. To partly
compensate for these costs, we apply a toll surcharge for shipments to, from and
through these countries.

 * Shipments to, from and through Germany: 3.40%
 * Shipments to, from and through Hungary: 3.05%

The percentage is calculated on the transport rate and the transport
related options and surcharges.



PROHIBITED GOODS





PRODUCTS THAT CANNOT BE SHIPPED WITH DHL

Certain rules apply to the content of your shipment. For security reasons DHL
cannot transport the following items:

 * Products of exceptionally high value such as art, antiques, precious metals
   and stones
 * Perishable good
 * Food products, unless they have been packed well and can be shipped
   unconditioned
 * Money, coins, debit cards and credit cards, SIM cards, securities, and
   valuable documents such as passports
 * Livestock
 * Human organs and human remains, including ashes
 * Animals (including insects), parts of animals (including fur and ivory) and
   hunting (animal) trophies
 * Plants, except flower bulbs and seeds
 * Christmas trees
 * Fertilizer
 * Illegal goods such as counterfeit products, imitation and pirated products
 * Narcotics/drugs
 * Unaccompanied luggage
 * Dangerous goods (chemicals, paint, fireworks, batteries, perfume etc.). Under
   certain conditions, some dangerous goods can be shipped in limited
   quantities. Read the article on shipping dangerous goods or speak to your DHL
   account manager.
 * Parcels with an inherent defect which, because of their nature, can damage
   people, merchandise, or equipment.
 * Products whose transport is legally prohibited in the country of origin,
   transit, or destination
 * Products that require special facilities, safety precautions, or permits
 * Products that can be considered offensive, such as pornography or goods that
   are politically sensitive. Also the packaging may not be perceived as
   provocative.
 * Prohibited items such as complete original and imitation firearms and firearm
   parts, ammunition, explosives/explosive devices, military equipment, etc.
 * Goods, software and technology that may have military applications or
   contribute to the production or proliferation of weapons of mass destruction
   (for example, nuclear weapons, chemical warfare gases or biological weapons).
   These are "dual use" goods as described in EU regulations 428/2009 and
   2019/2199.



DANGEROUS GOODS





SHIPPING DANGEROUS GOODS

Dangerous goods may only be shipped in limited quantities (ADR Limited
Quantities - LQ). It is mandatory to register this with your DHL account
manager. We do not charge extra for shipping LQ goods.

Download our Dangerous Goods brochure(link is external) to learn more about
shipping dangerous goods and find out which goods can and cannot be transported
by DHL eCommerce. For any additional information, please get in touch with your
DHL contact.

Since 1 April 2024, stricter rules have been introduced to international
shipments of dangerous goods in limited quantities (ADR LQ). In addition to the
mandatory LQ mark on the parcel, you must also provide the following
information: when creating the shipment, you have to specify that it contains LQ
and provide the weight. How you do that, depends on the shipping tool you use:

 * notification via My DHL Portal(link is external)
 * notification via API(link is external)
 * notification via EDI(link is external)

Please follow these rules to avoid fines or delays. 



INSURANCE





STANDARD OR EXTRA INSURANCE

The provisions of the international CMR Convention apply to road transportation
in Europe. DHL's liability for damage or loss is limited by law to 8.33 SDR
(Special Drawing Rights) per gross kilogram, which is approximately €10 per
kilogram.

For extra peace of mind you can add an additional transport insurance to your
valuable shipments with a low weight.

Extra piece of mind

DHL eCommerce always treats your shipments with the utmost care, but in the
unfortunate event that something goes wrong, you will be fully compensated. The
additional transport insurance will cover the value of the damaged / lost goods
and the transport costs. This will enable your to repair or replace the
product. For a small premium you will be fully protected against any damage or
loss. 

DHL eCommerce selects the insurer and takes out the additional insurance. You
can book the insurance per shipment via our online shipping tool My DHL Portal
or you can also take out ongoing additional insurance from us for all your
shipments for an entire year. That way you benefit from an extra competitive
premium. Interested? Our customer service or your regular contact person will be
happy to help you.

Read more(link is external)



DAMAGE OR LOSS





HOW TO REPORT DAMAGE / LOSS AND SUBMIT A CLAIM

If your shipment is damaged or missing, please notify our customer service
department as soon as possible: at the time of delivery for visible damage,
within 5 working days of delivery in case of non-apparent damage or (partial)
loss.

Our customer service will immediately start an investigation, so you can submit
a claim - if necessary. As soon as we have received the necessary information,
the claim will be investigated. We aim to respond within 10 workdays.

In case of loss, see to it that you can give us a good description of the goods
and their packaging. In case of a damaged shipment, we also ask you to take
photos of the damaged goods and their packaging, including the shipping label
and the filling material.

Learn more about our claims procedure(link is external)



EUR-PALLETS EXCHANGE SERVICE



TRACK & TRACE



ANONYMOUS SENDER



MISSED A DELIVERY?



DELIVERY TO A CONSTRUCTION SITE



SATURDAY DELIVERY



HOLD AT DEPOT



TRANSIT TIMES



HOLIDAY SEASON SCHEDULE



EXPRESSER



EUR-PALLETS EXCHANGE SERVICE





YOUR EUR-PALLETS RETURNED TO YOU

If you ship EUR-pallets to business addresses in the Benelux, we can return them
to you. This takes approximately four weeks. This service is provided at an
additional fee.



TRACK & TRACE





FOLLOW YOUR SHIPMENT

Track & trace is an easy-to-use online dashboard with which you and your
recipients can track your shipments. If we've scheduled a delivery time, it'll
be indicated on track and trace. You can access track and trace via our website
or integrate the track & trace service in your online store.

Integrate track & trace in your online store



ANONYMOUS SENDER





SHIPMENT CONFIDENTIALITY

We can also apply shipment confidentiality on request. The sender will not be
listed on the shipment label, so that the recipient will not know who it's from.
Select the option "Undisclosed sender" when registering your shipment in My DHL
Portal(link is external). This service is at no extra cost.



MISSED A DELIVERY?





MISSED A DELIVERY?

Then our courier will leave a card notifying you that they'll try to deliver
again the next workday. If there's no one at home on the second delivery
attempt, the driver will leave a card stating that you can collect the parcel at
a DHL RegionHub near you. You have five days in which to collect the parcel,
after which it will be returned to the sender.

If you'd like to plan a third delivery attempt or have the parcel delivered to a
different address, you can arrange this with the sender who will then provide us
with the necessary instructions.

Delivery to consumers by our partner bpost
If our partner bpost was unable to deliver a parcel to a consumer, they'll leave
a card in the mailbox with the location where the consumer can collect their
parcel. If the consumer would like to schedule a second delivery at home, they
can do so online. Go to the missed delivery page.



DELIVERY TO A CONSTRUCTION SITE





CONSTRUCTION SITE DELIVERY

If you want to deliver a parcel or pallet to a construction site in the Benelux,
you will need to give us some additional instructions when registering your
shipment in My DHL Portal. This service is at no extra cost. Your shipments will
arrive at the correct location without needing a postal code or house number.
Just ensure that you enter all the necessary details. Ask your DHL account
manager or our customer service department about the options.
 



SATURDAY DELIVERY





YOUR PARCELS DELIVERED ON SATURDAY

We deliver on workdays from 8.00 AM to 6:00 PM as standard, but you can also
have your parcels delivered to consumers in the Benelux on Saturdays. This is
subject to a surcharge. All you need to do is select the option “Saturday
delivery” when preparing your shipment. You can also choose Saturday delivery
for business parcels to the Netherlands.

We collect parcels for delivery on Saturday in the Benelux on Friday or the
previous workday if Friday is a public holiday. If your shipment cannot be
delivered on Saturday, we will try again the next workday. Saturday delivery is
not available for the Wadden Sea Islands in the Netherlands or for pallets.

For consumers in the rest of Europe, we deliver from Monday to Saturday as
standard.



HOLD AT DEPOT





DELIVERY TO A DHL REGIONHUB

If your supplier has the shipment sent to you as a general delivery, you can
pick it up at a DHL RegionHub the next workday. Make sure to bring a valid ID.



TRANSIT TIMES





DELIVERY TIMES FOR YOUR SHIPMENT

Parcels and pallets sent to the Netherlands, Belgium, and Luxembourg will be
delivered the next workday. Parcels can also be delivered on Saturdays at extra
cost. Transit times differ for shipments outside of the Benelux. See the list of
delivery times below.

Transit times in Europe(link is external)



HOLIDAY SEASON SCHEDULE





DELIVERY DURING THE HOLIDAY SEASON

We have an adjusted service schedule during and around public holidays. 

Below you can download our service schedule for the public holidays in 2024:

Holiday Schedule Benelux 2024(link is external)



EXPRESSER





EXPRESSER DELIVERY BY 12:00 NOON

As standard, DHL eCommerce delivers your packages and pallets within the Benelux
on the next working day. And if that’s is not fast enough, you can use our
Expresser service. Your business shipment will then be delivered in the Benelux
(with the exception of the Wadden Islands) before 12:00 noon on the next working
day (Mon to Fri). If the shipment is delivered after 12:00 noon, you can use the
reactive money-back guarantee to retrieve the additional costs of the Expresser
shipment.

Terms and Conditions of the reactive money-back guarantee:

 * The shipment was delivered to the recipient after 12:00 noon according to the
   DHL track and trace data.
 * The money-back amount is limited to the difference between the regular DHL
   Europlus shipping rate and the Expresser shipping rate.
 * The money-back guarantee must be requested by the shipper at the shipment
   level.
 * The money-back guarantee must be requested from DHL within 14 days of the
   invoice date. A request is to be submitted by sending an e-mail
   to efssbrudd@dhl.com containing the shipment and invoice number, and a
   statement that the email refers to the reactive money-back guarantee.
 * The money-back guarantee does not apply if the recipient has made an
   intervention.
 * The money-back guarantee does not apply if the late delivery or non-delivery
   is due to circumstances beyond DHL's control, as defined in the DHL eCommerce
   General Terms and Conditions of Carriage.
    



TRACK & TRACE



DHL REGIONHUBS



SIGNATURE UPON RECEIPT



RETURN SHIPMENTS



TRACK & TRACE





FOLLOW YOUR SHIPMENT

Track & trace is an easy-to-use online dashboard with which you and your
recipients can track your shipments. If we've scheduled a delivery time, it'll
be indicated on track & trace. You can access track & trace via our website or
using the tracking service on the website of the online store where you placed
your order.

Integrate track & trace in your online store



DHL REGIONHUBS





DHLREGIONHUBS IN BELGIUM

DHL eCommerce has 6 RegionHubs in Belgium where your shipments are collected and
delivered. You can also drop off and collect your parcels yourself. See our
locations and opening hours. 

Find a DHL RegionHub



SIGNATURE UPON RECEIPT





SIGNATURE UPON RECEIPT

Whether we're delivering a parcel or pallet at a business, store, or
institution, we always ask for a signature upon receipt. We also ask for a valid
ID at our DHL ServicePoints. For deliveries to consumers in the Benelux, we only
ask for a signature if the sender has selected this option for shipment.
Signatures as proof of delivery are immediately displayed in track and trace.



RETURN SHIPMENTS





DHL ECOMMERCE MAKES RETURNING PARCELS EASY

We even collect pallets and parcels for return from business recipients. The
sender can quickly plan in a return shipment with My DHL Portal or by contacting
our customer service department during office hours. The sender sends you the
return label or our driver simply brings it along when they come to pick up the
shipment.

Consumers can easily bring their returns to one of our 2,800 DHL ServicePoints
in Belgium.




DIRECT CONTACT
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