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.

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.

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 x 40 x 39cm, 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)
  • Service options, such as insurance, pre 9:00 or pre 12:00 delivery are available
  • The most economical courier collection option

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

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.

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

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

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.

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

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. 

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.

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 current market or declared value of the goods or 19 Special Drawing Rights (approximately US$ 26.00) per kilogram for shipments transported by air or 8.33 Special Drawing Rights (approximately US$ 14.00) per kilogram for shipments transported by road. Please see DHL's Terms and Conditions of Carriage for full details.

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

Shipment insurance can be arranged on bookings made online with DHLitNow and 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, Office Outlet and Ryman stores. Look out for the DHL Express, Office Outlet and Ryman logos when searching for your nearest DHL Service Point or view the DHL Express service centre list on dhl.co.uk.

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.

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.

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, the origin and destination locations within each country and public holidays.

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.
 

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.

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.

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.

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.

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

Shipment insurance is currently available from DHL Service Points located at DHL Express service centres, Office Outlet and Ryman stores. Look out for the DHL Express, Office Outlet and Ryman logos when searching for your nearest DHL Service Point

You can also view the DHL Express service centre list on dhl.co.uk.

DHL Service Point was designed for sending single parcels and our prices reflect this. This is why we recommend that if you have several packages to send, you try to fit them all into a bigger DHL box. Please see our size and price guide for more information on box sixes.

If you can't fit your items into a single box, you might wish to consider booking a collection online with DHLitNow. This is our most cost effective option for multiple parcels. Get a quote now!

DHL Service Point has been designed with simplicity in mind and that's why our prices are based on the use of our free envelopes and boxes. This means there is no need to weigh and measure in store.

If your parcel doesn't fit into one of our boxes, you may wish to consider one of our other services:

Book online with DHLitNow - with this courier collection service, the maximum parcel weight is 70kg and the maximum parcel size is 120 x 80 x 80cm.

Book with DHL by phone - you can get a quote for parcels up to 70kg in weight and 120 x 80 x 80cm in size, but if you have heavier or larger items to send, Customer Service will be pleased to give you a quote.

With DHL Service Point, pricing for European destinations is split into EU and Non-EU zones. The EU countries are:

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

The service offered at DHL Service Points is based on 7 free DHL envelope and box sizes. Find out more in our size and price guide

Our largest box size is 48 x 40 x 39cm, with a maximum recommended weight of 25kg.

If your parcel doesn't fit into one of our free envelopes or boxes, you may wish to consider one of our other services:

Book online with DHLitNow - with this courier collection service, the maximum parcel weight is 70kg and the maximum parcel size is 120 x 80 x 80cm.

Book with DHL by phone - you can get a quote for parcels up to 70kg in weight and 120 x 80 x 80cm in size, but if you have heavier or larger items to send, Customer Service will be pleased to give you a quote.

If you still prefer to drop off, we can accept parcels in your own packaging at DHL Service Points located in DHL Express service centres. These are listed on dhl.co.uk and the prices for 'DHL by phone' apply.

This is because the parcel weight and/or dimensions you entered are higher than our largest box size which is 48 x 40 x 39cm, with a maximum recommended weight of 25kg.

Please see our size and price guide for more information.

Transit times are the same for all our services, but if the DHL courier has already made their daily collection from the store, your parcel will not depart until the next working day.

While many of our locations are open 7 days a week for dropping parcels off, our couriers only collect Monday to Friday (excluding bank holidays). Our transit times apply from the day the courier collects from the DHL Service Point and the latest drop off times are available from the store. 

The latest drop off times for parcels to be dispatched the same day are available at the DHL Service Points located at DHL Express service centres. The service centre list, which includes the latest drop off times, is available on dhl.co.uk.

Yes.

Shipment insurance is available for all services except for documents sent on the DHL EXPRESS WORLDWIDE service outside the EU where Extended Liability is offered instead.

Saturday collection and delivery services are only available on bookings made with DHL by phone. Please call Customer Service on 0844 248 0828 to check service availability. 

We do offer a same day collection service on DHLitNow, but this depends on the time you make your booking and the time the courier is in your area. Once you have entered your collection address on the booking form, you can check the available collection dates and times.

We recommend that you book as early as possible for a same day collection. If this isn't possible, you can book for the next working day or up to 5 days in advance.

Please note that collections are made during business hours, Monday to Friday only.

The maximum weight per parcel is 70kg and the maximum dimensions per parcel are 120 x 80 x 80cm.

If your parcel is large but lightweight, you may be charged for the space it takes up rather than its actual weight. This is called volumetric weight and is automatically calculated from the dimensions you enter on the DHLitNow booking form.

More information about volumetric weight can be found in our measuring and weighing guide.

If your parcel exceeds these limits and you would like price and service information for larger items, please contact Customer Service on 0844 248 0828.

Please do not estimate the weight or dimensions as this may incur extra charges or your parcel being returned. Be as accurate as possible.

Use kitchen/bathroom scales to weigh your parcel and a tape measure or ruler to measure dimensions. For more information, please see our weighing and measuring advice.

Please specify the weight in kilograms (kg) and dimensions in centimetres (cm). If you need help converting from imperial to metric, please use our conversion calculator.

Note: We automatically reweigh and measure parcels at our service centres before they are dispatched.

Please refer to our prohibited items list.

Note: For parcels travelling outside the UK, there may additional prohibited items specified by the destination country. To check these, click the 'Prohibited Items' button on the DHLitNow booking form. You will also find here details of items that might be restricted.

To amend any part of your booking or to cancel the collection, contact the DHLitNow team as soon as possible.

We realise how important it is to securely store any information that you provide. Our site maintains the highest levels of security and uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore rest assured that we take the privacy and security of your payment and personal details very seriously.

We use WorldPay for debit and credit card payments; a global leader in the provision of secure online payment processing.

To give you even more confidence, our checkout process supports Verified by Visa and Mastercard® SecureCode™. These services enhance your existing card account against unauthorised use when you pay with us.

Yes, PayPal allows you to pay online without sharing your financial information.

If you don't already have a PayPal account, sign up now.

If you are unable to print parcel labels, please do not use DHLitNow to make your booking. 

There's no need to print anything if you can drop your parcel off at a DHL Service Point - this will be done by the staff in store. 

Alternatively, you can book a collection with Customer Service on 0844 248 0828.

DHL is committed to delivering your parcels with speed and care. However parcels should be packed to withstand the normal rigors of road and aircraft handling and transportation. Please see our packaging advice for hints and tips.

Note: DHL accepts no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

The courier must be able to check that the parcel contains no dangerous or prohibited items and that the description of contents on the parcel label is accurate.

You, or a representative, must be present when the courier arrives to collect the parcel. 

For security reasons, DHL is unable to collect parcels left in 'safe places'.

If you are arranging a collection from your office, you can leave your parcel at reception, but someone must be there to hand it over to DHL.

DHL always endeavours to collect your parcel on the agreed date and time, but occasionally we may have difficulties assigning a courier due to circumstances outside our control . This could be due to adverse traffic or weather conditions, for example. 

This doesn't happen often, but could be because your parcel contains a prohibited item or you haven't printed the parcel paperwork.

Please contact the DHLitNow team for advice. If we are unable to arrange another collection for you, we will issue a refund.

If for any reason there was a problem with the label you printed, the courier may have issued you with a new label (or waybill). 

If this is the case, you will need to track on the waybill number provided by the courier, and not the tracking number confirmed to you via email.

If you have problems tracking your parcel, please contact the DHLitNow team.

A proforma or commercial invoice is required for all parcels being sent outside the European Union or to the Channel Islands.

DHLitNow will prompt you to complete Customs Information when required and the invoice will be printed with your parcel labels.

Yes. 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. 

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.

Yes, the courier will bring a parcel label (or Waybill) for you to complete. Please make sure you have the full delivery address of the receiver, as well as a contact name and phone number.  

If your parcel is travelling outside the EU and contains items that must be declared to Customs, you will also need to prepare a Customs invoice. Don't worry, our Customer Service team will advise you how to do this.

Yes you can, but the availability of these services depends on the collection or delivery area. Please call Customer Service on 0844 248 0828 to check service availability at your collection or delivery address.

The charge for Saturday collection is £0.35 per kilo, subject to a minimum charge of £18. Saturday delivery costs £0.35 per kilo, subject to a minimum charge of £30. 

Please note that, with the exception of some areas of London, bookings for Saturday collection must be made on Friday.  

Our standard maximum weight is 70kg per parcel with a maximum parcel size of 120 x 80 x 80cm, but Customer Service can quote for heavier or larger items on request.

Yes, if you have a parcel weighing more than 70kg or with dimensions over 120 x 80 x 80cm, please call Customer Service on 0844 248 0828 for a quote.

Yes, we offer a pre 12 noon service to many destinations. Please call Customer Service on 0844 248 0828 to check service availability to your delivery address.

We also offer a pre 9:00 service to many destinations (pre 10:30 to the USA) for parcels weighing up to 30kg.

DHL is committed to delivering your parcels with speed and care. However parcels should be packed to withstand the normal rigors of road and aircraft handling and transportation. Please see our packaging advice for hints and tips.

Note: DHL accepts no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

The courier must be able to check that the parcel contains no dangerous or prohibited items and that the description of contents on the parcel label is accurate.

You, or a representative, must be present when the courier arrives to collect the parcel. 

For security reasons, DHL is unable to collect parcels left in 'safe places'.

If you are arranging a collection from your office, you can leave your parcel at reception, but someone must be there to hand it over to DHL.

DHL always endeavours to collect your parcel on the agreed date and time, but occasionally we may have difficulties assigning a courier due to circumstances outside our control . This could be due to adverse traffic or weather conditions, for example. 

This doesn't happen often, but could be because your parcel contains a prohibited item or does not match the details supplied when the booking was made.  

Please contact Customer Service on 0844 248 0828 for advice. If we are unable to arrange another collection for you, we will issue a refund.

DO YOU HAVE ANY QUESTIONS?

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

Our opening hours are 07:30 - 20:00 Monday to Friday and 08:00 - 14:00 on Saturday.

* Calls to DHL UK phone numbers beginning ‘084’ cost 7 pence per minute, plus your phone company's access charge.

 
 
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