You can track your shipment via our online portal.

A tracking number or ID is a combination of numbers and letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.

In general the shipper or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation e-mail or shipment notification often contains the tracking number or ID.

If not, please contact your shipper or online shop.

You should see tracking events within 24-48 hours of receiving the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment is handed over to us, i.e. once the shipment has left the fulfillment center of your online shop.

Your shipment may be delayed. Delivery time delays can result, for example, from weather incidents, customs or backlogs. In the event your shipment has not arrived within 10 days of the expected delivery time, please contact your shipper or online shop. The shipper or online shop can start an investigation into the whereabouts of lost items.

In the event your tracking ID is not working, please contact your shipper or online shop. Shipments sent with a regular postal parcel service cannot be tracked.

The delivery time of your shipment depends on the service level you have chosen. The online shop usually shows the delivery time on their website. Please keep in mind that usual delivery times can vary depending on product type and the place of origin/destination - from 2-3 days for neighboring countries to up to 20 days for countries further afield.

Delivery time delays can be due, for example, to weather incidents, customs or backlogs. In the event your shipment has not arrived within 10 days of the expected delivery time, please contact your shipper or online shop to start an investigation with DHL into the whereabouts of the lost items.

If you have not received your shipment, please contact your shipper or online shop. If they are unable to provide an updated status for your shipment, please contact our local Customer Service. You can find our contact details here

It is not possible to change the address once the shipment has been dispatched.

It is not possible to change the delivery day or delivery time once the shipment has been dispatched.

Shipments must be cleared by customs. Customs clearance process times differ from country to country and cannot be influenced by DHL. Duties and taxes may be due for some countries. Customs may hold your shipment in the event they require more information. In this case they will contact you.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ according to country. Depending on the country, duties and taxes are settled with the post office or the customs office. You can find more information on customs on the website of your local customs authority.

In the event your shipment has not been delivered, please contact your shipper or online shop.

The shipper can submit a claim for the lost parcel with DHL.

Please understand that only the shipper can file a claim as s/he is the contract partner of DHL.

Please create and send a damage report to your shipper or online shop. Your shipper or online shop will then file a claim for the damaged or lost parcel with DHL.

Please understand that only the shipper can file a claim as s/he is the contract partner of DHL.