Receiving

DHL delivers from Monday to Friday (business days) during office hours. The daily delivery times may differ depending on the size of the parcel and the delivery address. 

Parcels to consumers in Belgium are usually delivered by our partner bpost. They also deliver from Monday to Friday. If your sender has chosen the 'Saturday delivery' option, bpost will deliver your parcel on Saturday.

If you received a DHL shipment number from the sender or online store where you placed your order you can follow the parcel online with track and trace. As soon as we've scanned your parcel, the shipping status will be visible online.

If your package was transferred to our partner bpost, you can click through to the bpost track and trace for more details via the link on our tracking page. If the sender provided your email address in the shipping data, DHL and/or bpost will notify you via email where and when your package will be delivered.

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.

Contact the sender, which could be the customer service department of the online store where you placed your order. They may ask DHL to investigate your case.

Did you miss the DHL delivery? No worries, DHL will automatically try to deliver your parcel again the next workday. If you also missed the second delivery attempt, you can collect your parcel at a DHL RegionHub. Follow the instructions on the yellow DHL card in your mailbox.

Was your parcel offered by our partner bpost? Then your package will be delivered according to your delivery preferences. If you haven't set those yet, bpost usually tries to deliver your package to your neighbors or at a safe place. If that doesn’t work, you will receive a notice of absence via email or in your mailbox. You or someone else can then pick up the parcel within 14 calendar days at the bpost point mentioned in the notice of absence.

Did the DHL driver or bpost courier report that you were not at home, but you actually were? That is not the intention, of course! We understand that this is very frustrating, especially since you stay home to receive a package. If this happens frequently at your address, we would appreciate it if you report it to our customer service. We will take action to prevent this from happening in the future.

No, unfortunately that is not possible. The second delivery by DHL eCommerce can only take place at the same address. Contact the sender if you want your parcel to be delivered to a different address.

Did our partner bpost try to deliver your parcel when you were not at home? On the bpost website or app, you can set your delivery preferences and indicate where your package should go if you are not at home. If you haven’t set your preferences yet, bpost will try to deliver your parcel to a neighbor or at a safe place around your home. If that doesn’t work, you will receive a message with information on where you can pick up your parcel. A second delivery to your home or to a different address is not possible with bpost.

In Belgium, we use the servicepoints and parcel lockers of our partner bpost. With more than 3,000 bpost points in Belgium, there is always one nearby. Find your DHL ServicePoint.

Your parcel will be available for 14 calendar days at a pickup point and for 5 calendar days at a parcel locker. Once your parcel has been delivered to the pickup point, you will receive an email from bpost, and after a few days, you will receive a first reminder. If the parcel is not picked up in time, it will be returned to the sender.
 

Yes, that is not a problem. Anyone can pick up your package at a bpost pickup point as long as they have the barcode of your parcel. You can find this in the confirmation email, in the My bpost app, or on the notice of absence you received in your mailbox. 

Did DHL eCommerce leave a notice of absence in your mailbox and do you need to collect your parcel at a DHL RegionHub? Then always bring the DHL card and a valid form of identification when collecting the shipment.

If you're not at home for the first delivery attempt, our DHL courier will automatically come back the next workday. If you are also not at home the second time, your shipment will be sent to the nearest DHL RegionHub where you can collect your parcel within five working days. Check the address and opening hours of the DHL sorting center on our Track & Trace, using the QR code or delivery code on the yellow DHL card that the courier left in your mailbox. When collecting a parcel, you will always need to present the DHL card and a valid identification document (identity card, passport, or driver's license).

In Belgium, your parcels can also be delivered via a bpost parcel locker. As soon as your parcel is in the machine, you will receive an email from bpost with instructions on how to open the locker. You can then pick up your parcel within 5 calendar days. You can find more information on the bpost website.

According to track and trace your parcel has been delivered, but you haven't received it? Here's what you can do:

• Check your mailbox or safe place
  Make sure that you haven't received a failed delivery notice in your letterbox or by email. It will tell you where your parcel has gone to.
  Is it a small parcel? Look in your letterbox. Even if this is not indicated on track and trace, there is a chance that bpost has deliverd your parcel in your letterbox or at a safe place by your home.
• Ask your neighbors
  Check with your nearby neighbors to see if they received your parcel. It may have been delivered to your neighbors, even if this is not visible online.
• Still haven't received anything?
  If your parcel is not in your letterbox, safe place, or with your neighbors, please contact the sender. For example, the webshop where you placed the order. They will initiate an investigation with DHL regarding your parcel. The sender also has additional information that is important for the investigation. 

Did you receive a parcel that is not meant for you? We want to correct that! Please let us know via chat. We will request the necessary information and get to work for you.

Despite high-quality standards, sometimes a parcel can get damaged during the shipping process. When we notice this, we will not deliver the package to you.

Did the courier not notice the damage? Or is the packaging intact but the contents of the shipment are damaged? Please contact the sender as soon as possible, for example, the webshop where the order came from. The sender can claim the damage with DHL. They may also be able to provide you with an appropriate solution, such as a replacement shipment or a refund.

We're sorry to hear that the delivery of your parcel did not go as expected. As a recipient, you cannot file a complaint directly with DHL. Only the sender can do that because they have agreements with DHL regarding the insurance of their shipment in case of damage or loss. Therefore, please contact the sender as soon as possible. They can then immediately initiate an investigation with DHL and discuss with you how they can best assist you, for example, by resending your order or refunding your purchase.

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 placed your order. They can have the parcel sent to you again.