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Got a question about our DHL parcel delivery and courier service? Here are our FAQs to help you find the answer to your question. If you can’t find the answer you’re looking for, get in touch with our team for further assistance.

You or a representative must be present when the courier arrives to collect the parcel you are sending.


For security reasons, we’re unable to collect parcels that are left in 'safe places'.


If you have arranged for a parcel to be collected from your office and you leave the parcel at reception, you must ensure that someone is there to hand it over to the DHL courier.

We do offer a same-day collection service when you book online via DHLitNow or book by phone, but this depends on the time you make your booking and the time the courier is in your area.


We recommend that you book as early as possible to get the best chances of collection on the same day. If this isn't possible, you can book a collection for the next working day or up to five days ahead.


Please note that collections are made during business hours, Monday to Friday only (excluding bank holidays).

This doesn't happen often, but it may occur if your parcel contains a prohibited item or you haven't printed the parcel paperwork.


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

To amend any part of your booking or to cancel the collection, contact customer service as soon as possible. If your amendment requires new parcel labels to be created, we will cancel and refund your original booking and ask you to rebook.

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


PO Boxes may be acceptable for some international addresses, but please check with customer service before you send.

If there is no one available to accept the parcel, our DHL courier will leave a calling card at the address informing the receiver that they tried to deliver a parcel.


The receiver can either collect the parcel from their local DHL Service Point or arrange another delivery. If they arrange another delivery, this can be to an alternative address.


Do you have any other questions about our DHL parcel delivery and courier service? Please feel free to get in touch with our team and we’ll be happy to help.

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