Frequently asked questions

e-billing

Our electronic billing service is an alternative to post and fax. It enables you to have an accurate, fast and efficient accounts payable service. There are substantial benefits associated with viewing and managing your financial documents online - not only with DHL but also with other companies in your financial supply chain.

Electronic billing is easy to use and requires no training. You can use the system to view new e-invoices, search through archived invoices and import invoice data directly into your accounting system.

Yes. You can view and obtain a free download of your waybills. To do so you will have to log in or register.

Yes. There is no cost entailed in receiving your invoices online.

Click on the link in your notification e-mail. This will take you directly to the DHL electronic billing website. Or open the attachment to the e-mail and view your PDF invoice.

View your invoice online.

Click on the download button to import the data into your finance program (if applicable).

Customer Service

 The DHL Tracking page can provide up-to-date information on your shipment location.

A DHL account is highly recommended if you ship frequently. It offers you negotiated price savings and the opportunity to pay by monthly invoice. Less frequent shippers can pay by cash. Contact us for further information

In the unlikely event that DHL is responsible for an Europlus Delivery not being delivered as scheduled, please contact your local Customer Service department who will arrange a credit for you.

If your shipment failed to arrive, it is important that you contact customer service with an accurate description of the goods and their packaging as soon as possible. Our "found shipment centers" retain items that were not properly addressed or that became detached from their packaging. It is possible that they will be able to reunite you with your shipment. If this is not possible, please contact Customer Service to file a report.

Please note that damage to goods in transit is frequently the result of inadequate packaging.

This depends on the type of transport selected. For further information please contact Customer Service.

You will have to discuss this with the vendor. It depends on the type of commodity you are purchasing, the value of the goods, how the vendor labels them for customs purposes and into which country you are importing them. If customs imposes a charge, DHL will pay this in the first instance, however, you are advised to pay this sum irrespective of whether you accept delivery of the goods.

Absolutely. DHL has unrivalled experience of international shipping. Please contact a DHL Sales contact to discuss your requirements.

Please be aware that when purchasing goods via internet sites, some or all of these goods may not originate in your home country. When goods are not sent domestically or within a single customs union, you are liable to pay any inbound duties and taxes that your local customs authority deems appropriate. Duties and taxes are most typically not included in the price of the goods you purchase online.

DHL pays the customs authority any duties and taxes that are due on the goods on your behalf when they enter the country. This simple process ensures that our courier can deliver your goods in the shortest possible transit time. Please note that we only release the goods to you upon the full repayment of any duties and taxes that were advanced on your behalf.

Business customer area

You must wait until you receive your last DHL invoice. In the event you have not generated any but wish to start using the customer area, please contact your sales agent.

You can track any shipment or delivery associated with your DHL account.

You can check shipments processed in the last 30 days but in special situations, this period could be extended.

Even if the list of shipments only shows 17 characters, you can enter up to 35 characters in the reference field.

No. You can only manage incidents relating to shipments pending delivery. As such, if you are searching for all the incidents in the last month, you should tick "pending" for each of them.

EPOD

Just click on the Get Proof of Delivery link for the shipments you wish to track. Or get up to 25 Proofs of Delivery at once (to do so you need to have a DHL account).

There may be some instances in which, for operational reasons, a digital signature could not be captured and thus does not appear on the Proof of Delivery. But the document should still include who signed for the shipment and the date and time it was delivered. If an electronic signature is available, the link on the tracking results will always say Get Signature Proof of Delivery.

When you request multiple Proofs of Delivery, you have the option of formatting the document as a table automatically - simply select the table option. This gives you an at-a-glance reference for several shipments on a single page. Why not try it out?

To ensure that the information provided is used for its intended purpose and that purpose only, and to confirm delivery of a particular shipment tendered via DHL by, for, or to you.