DHL Courier and Parcel Services

Do I have to be present when the DHL courier collects my parcel?

• You or a representative must be present when the courier collects your parcel.

• Parcels cannot be left in ‘safe places’.

• If leaving a parcel at reception, ensure someone is available to hand it over.

Does DHL do a same day collection service?

• Available when booking online via DHLitNow or by phone.

• Dependent on booking time and courier availability.

• Book early for best chances of same-day collection.

• Next-day or advanced bookings (up to 5 days) are possible.

• Collections occur Monday to Friday during business hours, excluding bank holidays.

What do I do if DHL’s courier can't take my parcel?

• May occur if the parcel contains a prohibited item or paperwork is missing.

• Contact Customer Service for advice; a refund will be issued if a new collection cannot be arranged.

How do I change or cancel a booking request?

• Contact Customer Service promptly to amend or cancel.

• If new labels are required, the original booking is canceled and refunded, and a new booking must be made.

What countries does DHL not deliver to, or when is door-to-door delivery not guaranteed?

• DHL Express delivers to over 200 countries and destinations worldwide.

• Some islands and territories may have restricted or slower service.

• Door-to-door delivery may not always be possible; recipients may need to collect from a DHL Service Point.

• Contact Customer Service for detailed delivery options.

Does DHL deliver to PO Boxes?

• UK PO Boxes: Not accepted; a full street address is required.

• International PO Boxes: May be acceptable; check with Customer Service.

What happens if no one is available to receive my parcel?

• Courier leaves a calling card.

• Receiver can collect from a local Service Point or arrange redelivery to the same or alternative address.

What is a courier?

• A courier collects and delivers letters, documents, or parcels within a specified timeframe, domestically or internationally.

• No DHL account is required for door-to-door service.

• DHL uses its fleet of planes and vehicles to deliver in over 220 countries and territories.

How does a courier service work?

• Parcels can be collected via DHL Service Point, online booking (DHLitNow), or by phone.

• Fees depend on size, weight, and destination.

• International deliveries require customs invoices (commercial or proforma) with itemized contents, weight, value, and country of origin.

• Customs duties and taxes are generally payable by the receiver unless the sender has a DHL Express account.

• DHL delivers door-to-door without outsourcing to third parties.

• Parcels can be tracked online, by phone, or via WhatsApp.

• Services are ideal for urgent or time-sensitive items.

How do I send a parcel?

Three options are available:

How do I send a large parcel?

• Online booking available for parcels under 70kg and 120 x 80 x 80cm.

• Larger parcels (up to 300kg, max 300cm) require Customer Service quote.

• Largest free box at Service Points: 48 x 40 x 39cm, max recommended weight 25kg.

How do I send a small parcel?

• Use Service Point, DHLitNow, or by Phone.

• Free envelopes/boxes provided at Service Points.

• Online or phone bookings allow courier collection from your location.

How do I send a letter internationally?

• Same options as parcels.

• Service Points provide free cardboard envelopes.

• Online or phone bookings allow collection.

• Letters are non-dutiable unless intended for resale.

• Customs processing may vary for document vs non-document items.

What is DHL Express?

• Founded in 1969 by Adrian Dalsey, Larry Hillblom, and Robert Lynn.

• Started with air transport of cargo documents, parcel services added in 1979.

• Acquired by Deutsche Post in 2002.

• Operates in over 220 countries and territories.

• Known for speed, reliability, and global reach.

• In 2003, DHL consolidated worldwide logistics under one brand for a one-stop service.

I'm a UK-based business, how can I become a DHL Service Point Partner?

1. Check eligibility – retail storefront with sign, counter, secure parcel storage, weekday/weekend hours.

2. Submit application – complete enquiry form; DHL team reviews details.

3. Get approved and set up – DHL provides materials, training, and support.

4. Start accepting parcels – earn commission on each transaction.

• Joining increases foot traffic and revenue.