This helps us to continue providing best-in-class air express services to and from the more than countries and territories that we serve. The adjustment also allows the company to further invest in its infrastructure network and strengthen the resilience against crises and provide the needed capacity growth due to rising customer demands. Exactly how will the standard rates be affected? Are all DHL services affected by the rate change?

When will the rate change take effect? The new standard rates will be effective as of Saturday, January 1, Where can I find the standard shipping rates or obtain a rate quote? As of January 1, , you can use our online Rate Quote and Transit Time Tool or Create a Shipment to calculate the shipping rate and service charges. Will Optional Services and Surcharges change? Where can I find details? Yes, there are changes to some Optional Services and Surcharges, effective as of January 1, Will DHL shipping systems be updated to reflect the rate change?

COVID has had significant impacts on the global aviation industry, and global supply chains. Since the onset of this global pandemic, DHL teams have been adapting and adjusting the operations of our global network to align with new developments, regulatory requirements and constant changes in capacity and demand.

As market conditions continue to evolve with the ongoing COVID situation in combination with the cost associated with capacity constraints in the global air network during the peak period, the Emergency Situation Surcharge ESS will be adjusted effective November 7th, until February 13th, We will update customers before February 13, about the development of market conditions and the subsequent evolution of the Emergency Situation Surcharge. This adjustment reflects changes in market dynamics and air capacity availability during the peak period, and operational restrictions imposed related to COVID measures from local governments.

Please note that the ESS is a temporary charge, which allows us to cover part of the operating cost increases and the necessary air network adjustments. We will continue to evaluate and adjust the ESS as market conditions evolve for the duration of this emergency situation.

We will continue to inform our customers about any major changes in our service offering e. This site details the service status for impacted countries from an original and destination perspective and also includes the latest updates and developments related to our Emergency Situation Surcharge. DHL has been alerted of the unauthorized use of its business name in SMS messages asking receivers to download an application with the extension '.

We encourage you to let us know at your earliest convenience by sending a screenshot of the suspicious SMS to phishing-dpdhl dhl. Deal With the Issue Smoothly! Why is my shipment on hold in DHL? What should I do next? Who to contact—the sender, DHL, or both? We provide answers and helpful information about how to solve the problem without a headache.

Besides tips, DoNotPay offers an automatic claim feature you can access from any place and at any time! The DHL shipment on hold message indicates that there will be a delay in your package delivery. Different events can cause these delays, including the following:. In all these scenarios, DHL will typically get a hold of the sender or receiver to obtain additional confirmations or paperwork to solve the pending issues. To get more details about your package being on hold, you should contact DHL customer service.

You have three available options:. One of the most convenient ways to get feedback on your shipment is by filling out an online form. Here is what you should do:. You might need to wait for a response for a while. In the meantime, you can keep tracking your shipment to check if the status changes.

In that case, you should call to find out why your shipment is on hold and whether you can do anything to speed up the process. Can I send all parcels climate-neutral with DHL? We only offset the CO2 emissions for parcels sent using our Standard service. That applies within the Netherlands and abroad.

If you opt for the Express service, emissions will not be offset. What should I do if my parcel is delayed or lost? Contact the sender, which could be an online store's customer service department. They may ask DHL to investigate your case.

My parcel has been sent to a DHL Locker. How do I collect it? We'll e-mail or text you a unique code once your parcel has been delivered. Enter this into the display on the machine to retrieve your parcel. Seven days at most.

We'll notify you when we've received your parcel and will send a reminder three days later. You'll then have a week to collect it before it's sent back to the sender. A DHL Locker is a yellow wall with lockers. It's a simple and easy way for you to send and pick up parcels yourself. Most DHL Lockers are accessible 24 hours a day. If you've sent your parcel to a locker, we'll e-mail or text you a unique pick-up code once your parcel is safely in the locker.

You can then pick it up when it suits you within the following seven days. If you don't come pick up it, it'll be returned to the sender. We'll notify you immediately if your parcel won't fit in a locker and will take it to the nearest DHL store.

How long is my delivery code valid for? You can change the time or location of delivery until the DHL driver is at your door. The sooner you choose, the more delivery options you have. You always need to bring a valid proof of identity ID card, passport or driving licence when picking up your parcel.

Some online stores only allow for the intended recipient to collect the parcel. You will be notified if no one other than you can pick it up.

In most cases someone other than the intended recipient can collect it as well, but only if they bring a valid ID. I have a complaint about how my parcel was delivered. What can I do? We're sorry to hear that! You can file a complaint with the sender, which could be the customer service department of the online store where you placed your order. They will ensure that your complaint is dealt with by us.

You can also submit your complaint to DHL Parcel's customer service department. My parcel has been returned to the sender. Unfortunately, we will no longer be able to intercept your parcel. We recommend that you contact the sender, which could be the customer service department of the online store where you ordered the parcel.

They can ensure that your parcel is resent. Can I have my parcel delivered to a different address? Unfortunately, that is not possible. Please contact the sender, which could be the customer service department of the online store where you placed your order.

They will be able to deliver your parcel to another address. I have not received a shipment number. If you do not have a shipment number, we recommend that you contact the sender of your parcel, which could be the customer service department of the online store where you placed your order.

The sender will know the shipment number. When will my parcel be delivered? If you receive a shipment number from the sender, which could be the online store where you ordered a product, you can always follow the parcel online with track and trace. You can check the parcel's status as soon as the parcel is registered with us.

This can sometimes take a while. We deliver your parcel Monday through Saturday, in different time windows. Delivery time Europe. What happens if the parcel can't be delivered?

If you're not at home at the time of delivery and we can't deliver the parcel to your neighbors, we'll bring it to a DHL ServicePoint close to you.