DHL Parcel Problems & Refunds
Choose the DHL problem that matches what happened, save the right evidence, and work out whether you need DHL eCommerce UK, DHL Express, the retailer or the sender.
ParcelClaim can turn your order details, DHL tracking evidence, previous replies and requested outcome into a structured refund or complaint letter.
Start My DHL Letter One-time £2.99 · No subscription · Instant PDFChoose your DHL parcel problem
DHL tracking not updating
Use this when DHL tracking is stuck, has no recent scan, says shipment information received, or stops moving.
DeliveredDHL delivered but not received
Use this when tracking says delivered but you do not have the parcel, or the delivery proof does not match what happened.
DamageDHL damaged parcel
Use this when the item or packaging arrived damaged, crushed, wet, opened or with contents missing.
DelayDHL late delivery
Use this when a DHL parcel misses the expected or paid-for delivery date and you need the right complaint route.
ReturnDHL return parcel lost
Use this when you returned an item using DHL and the retailer says the return has not arrived or tracking has stopped.
TheftDHL doorstep theft
Use this when a DHL parcel was left outside, in a safe place or another exposed location and then went missing.
DHL eCommerce UK or DHL Express?
DHL eCommerce UK
DHL eCommerce UK handles UK and international parcel services. Its UK help centre provides parcel tracking, delivery-management and recipient Customer Service routes.
DHL Express
DHL Express is a separate express service. Express shipments use their own tracking and Customer Service route, including shipment investigations and claims where applicable.
Who should you contact?
If you are the recipient of a DHL eCommerce UK parcel that has not arrived, DHL's current FAQ says to contact its Customer Service team first and, if the issue is not resolved, contact the sender. For a retailer order, you should also keep the retailer involved because the retailer arranged the delivery and controls the order outcome.
- DHL tracking number and screenshots;
- order confirmation and expected delivery date;
- delivery photo, signature or location details where available;
- photos of damage and all packaging;
- proof of value or purchase;
- return receipt or drop-off evidence for lost returns;
- retailer, sender and DHL support messages;
- any DHL case or claim reference.
Claims and damage evidence
DHL's current UK claims guidance distinguishes between services. DHL eCommerce UK's claims policy says a claim query should first be raised with Customer Services, which can then direct the claimant to the claims portal. Its policy also asks for evidence such as value information, invoices and, for damage, photographs of the item and packaging.
DHL Express says that for a lost or damaged insured shipment, the first step is to contact Customer Service so an investigation can begin. Because claim rights and deadlines depend on the DHL service and who bought the shipment, use the correct official route rather than assuming one DHL policy applies to every parcel.
Official DHL pages
DHL parcel problem FAQs
What should I do if my DHL parcel has not arrived?
Check the tracking and identify whether it is DHL eCommerce UK or DHL Express. DHL eCommerce UK's current FAQ says recipients can contact Customer Service, and if the issue is not resolved, contact the sender. For a retailer order, keep the retailer involved too.
Is DHL Express the same as DHL eCommerce UK?
No. They are different DHL services with different tracking and support routes. Use the tracking number or shipment details to identify the correct service.
What evidence should I save for a DHL parcel dispute?
Save tracking screenshots, your order confirmation, any delivery proof, photos of damage and packaging, proof of value, return/drop-off evidence where relevant, and all retailer or DHL support messages.
Who should deal with a missing DHL retailer order?
You can contact DHL to investigate the parcel, but if the retailer arranged the delivery you should also pursue the retailer for the order outcome, such as a refund, replacement or redelivery.