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Frequently asked questions

We'd be happy to answer any questions you have about business shipments. The quickest way to find the answer to your question is to see whether it is included in the list below. If your question is not included, you can get in touch with our customer service department.


How long will my parcel take to reach its destination?

Delivery time depends on the destination. You parcel will be delivered the next workday within the Benelux. Delivery times differ for shipments to European countries outside of the Benelux. You can view the complete list of transit times here.


Can I track my shipment even if I don't have a shipment number?

Unfortunately, that is not possible. We recommend that you always write down the shipment number. This is a unique number that is linked to your shipment. If you have not received this, please contact the sender.

Do I have to pay import duties on the items I buy?

You pay import duties when you have ordered goods from a country outside the European Union. These costs are charged by the customs authorities.

Import duties are almost never included in the price you pay for goods you buy online. In order to be able to deliver the goods to you as quickly as possible, we pay the import duties due to customs. As soon as you have paid the full amount to us, we will deliver the goods to you.


What are the maximum size and weight for my business shipment?

This depends on whether you're sending parcels or pallets. View the detailed information about dimensions and weight here.


How can I best package my shipment?

We'd be happy to help you with our handy packaging tips. Top tip: Use packaging with matching dimensions, fill any empty space with packaging material, and use double-wall cardboard for your valuable shipments.

What is the weight by volume? And how do I calculate that?

Your shipment will be weighed in two ways: the actual weight and the volume weight. The higher of the two will be considered the weight of your shipment. The weight by volume is calculated based on the dimensions of your shipment (L x W x H in cm / 4,000).

What is the current fuel surcharge and how is this calculated for my shipment?

See the up-to-date fuel surcharge here. The fuel surcharge is based on the price for diesel fuel published by the Directorate-General for Energy of the European Commission every month.

Which payment methods can I use?

You need an account number to send shipments with DHL eCommerce. This will give you custom rates according to your shipping profile. You pay for the sent shipments after you have received our electronic invoice which are sent every week via DHL e-Billing.

Do I need to include a customs invoice with my shipment?

When sending shipments to countries outside the European Union (e.g. Switzerland or Norway), you must enclose a pro forma invoice or a commercial invoice which are then used to carry out a customs clearance in the country of destination.

Read more about customs forms

Track and trace says that I need to contact DHL. Why?

This generally occurs if the shipping information made available to us is incomplete. It may be that the address is incorrect or that we need additional information in order to deliver the shipment properly. We can quickly solve this problem for you. Simply contact our customer service department. Please note: if you’re not the sender of the shipment, please ask the sender to contact us.

Contact our customer service department

How do I create an account on

With a DHL Portal business account number, you can access our all-in-one online shipping service. Once you have been registered, we will send an activation link for My DHL Portal to your e-mail address. You can log in with your e-mail address, set your own password, and send shipments immediately. Not a client yet?

Find out more about the options

Which browser should I use to access My DHL Portal?

It’s best to use the most recent version of your Internet browser. My DHL Portal works best in Google Chrome, Safari, and Firefox

Go to My DHL Portal

I have forgotten my password for My DHL Portal. What can I do?

Enter your e-mail address as your username and select “I forgot my password”. A temporary password will be sent automatically to your e-mail address. You can reset your password once you've logged in.

I can't download my labels from My DHL Portal. What can I do?

My DHL Portal uses animations, but these are blocked by pop-up blockers. To download labels, you must set your browser to allow pop-ups. You can adjust this setting in your browser's privacy settings. In Google Chrome, you can go to “Settings,” “Content settings,” and then “Pop-ups.”

If this doesn't solve the problem, feel free to contact our customer service department.

Contact our customer service department

My label printer is not printing the labels. What can I do?

On your computer's control panel, go to “Devices and Printers” and check your label printer's preferred settings. The correct size is 10 cm x 21 cm (w x h).

How can I import shipments and addresses into My DHL Portal?

With the Excel files below, you can easily import a large number of addresses or shipments into My DHL Portal. Download the files, enter your data, and follow the instructions in the manual.

Import shipments
Import addresses

If you still have questions, ask one of our experts.

Where can I find the TrackNet login page?

This link will take you to the TrackNet login page. Here you can log in to the different TrackNet applications.

How do I submit a claim for a shipment that has not arrived or been damaged?

If your shipment has not arrived at your customer or has arrived damaged, please report this to our customer service as soon as possible: within seven days for damage, within 30 days for loss. All claims for damages must be made in writing within 30 days from the date DHL received the shipment. We aim to respond within ten workdays.