Frequently asked questions
Where can I drop off my parcel for return?
You can drop off your parcel at a DHL ServicePoint near you. In Belgium we use the post offices and post points of our partner bpost. With 2,800 points in Belgium, there's sure to be one near you. Find a DHL ServicePoint.
I haven't received a DHL return label. What should I do?
If your order did not include a return label, contact the online store where you placed your order and follow their return instructions. Often, you can receive a return label through a few simple steps in the webshop's return portal.
What should I pay special attention to when returning a parcel?
The parcel must be packaged well and clearly labelled, or your parcel might not be accepted by the delivery point. Read our handy packaging tips. You'll receive proof of shipping when you drop off your parcel. Make sure that you keep this proof of shipping.
How do I select the correct packaging for my return?
If possible, simply reuse the original packaging that your order came in, as this is generally matched to the content of the parcel. If you use a different box, select sturdy cardboard with matching dimensions. If your box is too full it will tear easily, but if it's too big it will get dented. Fill empty spaces in the box with filler materials.
What padding should I use in my parcel?
It is best to use light materials such as scrunched paper, egg cartons, or toilet paper, to limit the weight. You can also keep the air cushions or bubble wrap that many online stores use as filler material.
How long does it take for my return shipment to be delivered to the sender?
Return shipments within the Benelux are delivered to the sender within two workdays. International shipments take longer depending on their destination but are usually delivered within five workdays.
How do I know when my return shipment has been delivered to the sender?
You can use track and trace to pinpoint your parcel. at any time of the day. With the barcode number of your return label (JVGL code at the bottom of the label) you always know the location of your parcel and when it has been delivered to the sender.
Why is my return not visible in track & trace?
If you returned an online order but don't see a new status in track & trace after the parcel has been sorted, you can assume that the parcel has been transferred to the online store where you ordered the parcel. If you have any questions, please contact the online store that you ordered from.
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