FAQs

Do you have questions about sending parcels abroad? Don't know if you need to pay Customs duties and taxes? We have the answers here for you.

Top topics
Do I need an account to send a parcel with DHL?  

No, all the services available on this site are intended for customers who don't have a DHL account.

If you send international parcels on a regular basis and would like to discuss the benefits of opening a DHL account, please get in touch.

What are the key differences between the 3 services?  

All our services have one thing in common and that's express delivery by the end of the next possible working day!  

Here is an overview of the different service features:

DHL Service Point

  • You drop your parcel off at a location and time convenient to you. Many DHL Service Points have extended opening times, including weekends.
  • Free DHL packaging is provided and the price is determined by the DHL envelope or box size you choose. 
  • Ideal for parcels that fit into a single box; our largest box size being 48.1 x 40.4 x 38.9cm, with a maximum recommended weight of 25kg.
  • Parcels dropped off after the courier has made their daily collection will not depart until the next working day.

DHLitNow 

  • An online booking service where the courier collects your parcel during business hours, Monday to Friday. 
  • The maximum weight per parcel is 70kg and the maximum dimensions per parcel are 120 x 80 x 80cm.
  • You need a printer to print parcel labels (and Customs paperwork, where applicable).
  • The most economical courier collection option, when no additional services are needed.

DHL by Phone

  • Bookings are made with our Customer team and the courier collects during business hours, Monday to Friday.
  • Service options, such as insurance, pre 9:00 or pre 12:00 delivery, Saturday collection or delivery are available for an extra charge.
  • Customer Service can quote for parcels over our standard 70kg maximum weight.
  • For less urgent parcels, economy services are also available.
What payment options does DHL offer?  

There are several options available to customers without a DHL account: 

  • At DHL Service Points, you pay for your delivery in store by cash, debit or credit card.
  • For parcels booked online with DHLitNow, we accept all major debit and credit cards, as well as PayPal. 
  • When booking with Customer Service over the phone, payment can be made by debit or credit card.
How do I send DHL a comment about this site?  

If you have any comments about this website, please feel free to send us a review. We welcome all feedback and suggestions for improvement.

Duties and taxes
Why is the receiver being asked to pay Customs duties and taxes?  

Duties and taxes are levied by Customs in the destination country and the receiver is responsible for paying them. DHL will pay the charges on the receiver's behalf and collect payment from the receiver prior to or on delivery. Generally DHL is unable to deliver parcels until these have been paid.

I’m sending a gift - can I pay duties and taxes instead of the receiver?  

Unfortunately the option for the sender to pay duties and taxes is currently only available to DHL account holders. 

Why doesn’t DHL include duties and taxes in its delivery prices?  

The Customs authorities in the destination country determine whether any duties and taxes are applicable when the parcel arrives. This is based on the information provided on the parcel label (or Waybill) and Customs paperwork, in particular the contents, declared value and weight.

Duties and taxes only apply to parcels travelling outside the EU and not all goods are subject to these charges. In addition, documents are not subject to duties and taxes. 

I am expecting a parcel via DHL - how do I pay the duties and taxes owed?  

If you are expecting or have received a delivery in the UK, you can pay your Duty and VAT charges quickly and securely online.

Pay Duty and VAT online

All goods imported into the UK from outside the EU must be declared to HM Revenue & Customs and, in most cases, are subject to Customs Duty & VAT.

Learn more about duties and taxes

Are there any countries where duties and taxes don't apply?  

Yes, duties and taxes do not apply for parcels travelling within the EU. The EU countries are: 

AustriaGermanyNetherlands
BelgiumGreecePoland
BulgariaHungaryPortugal
CroatiaIreland, Republic ofRomania
CyprusItalySlovakia
Czech RepublicMaltaSlovenia
DenmarkLatviaSpain
EstoniaLithuaniaSweden 
FinlandLuxembourgUnited Kingdom
France  

Also, don't forget that while parcels to all other countries are declared to Customs, they do not always attract duties and taxes.

Insurance
Do I need to insure my document or parcel?  

DHL's Shipment Insurance provides you with protection against the risk of physical loss or damage to your parcels from external causes during transportation by DHL. 

DHL handle all parcels with great care throughout the delivery process. Although it is rare, unfortunately accidents can sometimes happen and insurance will provide you with additional peace of mind and financial protection (limited to your actual financial loss).

DHL’s liability for direct loss or damage is limited to the lesser of the value of the goods or US$25/kg for shipments transported by air or US$12/kg for shipments transported by road, in accordance with its Terms and Conditions of Carriage.

If you think this liability cover is insufficient, insurance can be arranged for both documents and parcels. Some restrictions and limitations may apply, depending on the destination and contents of the parcel. To check whether your parcel is acceptable for insurance, please contact Customer Service on 0844 248 0828.

Learn more about DHL shipment insurance

How do I insure my document or parcel?  

Shipment insurance can be arranged on bookings made with Customer Service on 0844 248 0828. Our team will check the content and destination of your parcel to ensure it is acceptable for insurance.

Shipment insurance is also available from the DHL Service Points located at DHL Express service centres. Look out for the DHL Express logo when searching for your nearest DHL Service Point or view the DHL Express service centre list on dhl.co.uk.

Insurance is not currently available for bookings made online with DHLitNow.

What is the charge for insurance?  

The charge for insurance is £12.00 for items worth up to £800 in value, or 1.5% of the total value if greater than £800. For example, if the value of your items is £2,000, the insurance charge will be £30.00.

What you can't send
Are there any items I can't send with DHL?  

Yes. There are some obvious things that you cannot send with DHL such as animals, illegal substances, guns and explosives for instance. But there are also less obvious items that we can’t transport such as jewellery with a value in excess of £5,000, perfume and cash.  Please check our full prohibited items list

DHL shall not be liable in the event that you send any prohibited items. If your parcel contains a prohibited item, it may be delayed and you may be contacted by DHL. 

For further information and advice, please contact DHL Customer Service on 0844 248 0828.

Transit times
Are DHL's transit times guaranteed?  

The transit times provided on this site are estimates. They are based on deliveries to major destinations, do not include time in Customs and are provided as a guide only. Transit times can vary depending on the size and content of the parcel, as well as the origin and destination locations within each country.

There may also be circumstances beyond DHL's control which affect our transit times, such as adverse weather conditions. For more information, please refer to DHL's Terms and Conditions of Carriage.
 
What time will my parcel be delivered by?  

The services available on this site all offer express delivery by the end of the next possible working day. 

If you're looking for a faster delivery, we do offer pre 9:00 and pre 12:00 services to many destinations. These services are currently only available on bookings made by phone. If you you would like a quote, please call Customer Service on 0844 248 0828.

Delivery
Does DHL deliver to PO Boxes?  

DHL is unable to deliver to PO Boxes in the UK. A full street address is required.

PO Boxes but may be acceptable for some international addresses, but please check with Customer Service on 0844 248 0828 before you send.

What happens if there is no-one available to receive my parcel at the delivery address?  

Usually a calling card will be left at the address informing the receiver that DHL tried to deliver. The receiver can either collect the parcel from their local DHL office or arrange another delivery.

Claims
How do I make a claim?  

In the unlikely event that you need to make a claim for a lost or damaged parcel, please refer to our Claims Guide.

This guide includes the time periods and methods in which claims must be submitted in order to be considered.

Terms and conditions
Where can I find DHL's Terms and Conditions?  

DHL's Terms and Conditions of Carriage are available on dhl.co.uk.

DHL Service Point drop offDHLitNow online bookingDHL by phone

Get a quote!

You can drop your parcel off at your nearest DHL Service Point, book a collection online or over the phone. Which one is right for you?

Get a quote »

Do you still have questions?

We will be happy to answer any questions or concerns you may have. Please call us on:

0844 248 0828

Our opening hours are 07:30 - 22:00 Monday to Friday and 08:00 - 16:00 on Saturday.