Faqs Help is at hand!

Want to schedule a pickup for your shipment from your home? You can do this even without a DHL account. In just 5 easy steps, you can arrange a shipment online that will reach its destination swiftly. If your shipment requires customs clearance, our online tool will guide you through the process seamlessly.

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We're always close by, no matter where you are. Check the addresses and opening hours of our DHL Express ServicePoints. Drop off or pick up shipments with ease—we'll handle the rest.

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Returning a shipment with DHL Express is very simple. You have two options for your return: drop it off at a DHL Express ServicePoint or schedule a pick-up with our courier. Just choose the option that works best for you!

Return your shipment

In principle, you only pay the transport costs and any surcharges and services. The customs costs (import duties and VAT) are usually for the recipient.

Read more about receiving

Sometimes Customs needs additional information. It is very important that you fully state the details of you as the sender and of the recipient. If Customs has any questions, they can contact you quickly. In the case of gifts, the consignment must also always contain a so-called 'pro forma invoice'. View more information about Customs documents.

Customs carries out regular checks. It is important that you always ensure good, sturdy packaging. This way, customs can also close the package properly after checking.

View our packaging tips

That depends on the country. For example, you are not allowed to send alcohol to some countries. There are also items that DHL cannot or may not transport, such as weapons, loose lithium batteries, perfume and flammable substances. 

Check the full list here

Need fast air or road shipping? Then choose DHL Express. For standard shipments, choose DHL eCommerce.

A DHL Express shipment number always consists of 10 digits (never letters). If the shipment number is longer than 10 characters, it's from DHL eCommerce.

A DHL Express label always has "waybill" on the top barcode. A DHL eCommerce label always has (J)VGL on the bottom barcode.

Your shipment is sent through our extensive global network. All our DHL Express locations are divided into regions. For example, the Netherlands is divided into three regions: Amsterdam, Eindhoven, and Rotterdam. You will often see these regions listed in the Track and Trace. This doesn’t mean that your shipment is actually in that city, but rather in that region. Even after your shipment has been delivered, the Track and Trace will show the region rather than the specific city name. If the Track and Trace is still unclear to you, please contact our customer service. We are happy to help!

Please contact our Customer Service. We then know what Customs needs and are happy to help you.

If you purchase items from an online store outside the European Union, you may be required to pay taxes, including VAT and import duties. Sometimes the seller (the online store) covers these costs. However, if the seller does not, you will be responsible for paying the import duties and VAT. DHL Express will initially cover these costs and then charge you before delivering the package.

Pay VAT & import duties

Do you want to have your shipment delivered to a DHL Express ServicePoint? Or to a neighbor? Or would you like to choose a different delivery time? You can easily do this in our app!

View your delivery options

If you shop online within the European Union, there are no additional import costs for your package. However, if you buy books, clothing, or other items from a webshop outside the European Union, you will need to pay VAT and possibly import duties.

For all packages arriving from outside the EU, regardless of the value of the items, you must pay VAT. If your package is valued at more than €150, you will also need to pay import duties.

Who is responsible for paying?
When you have products shipped from abroad to the Netherlands, you, as the 'importer,' are generally responsible for paying any import duties and VAT. Sometimes the sender (the online store) chooses to cover these costs. If the sender does not cover these costs, you are responsible for paying the import duties and VAT.

When your package arrives in the Netherlands, it first goes through Dutch customs. To expedite the process, DHL Express will advance the import duties and VAT and pay these to customs. When DHL Express delivers the package to you, you will need to reimburse DHL Express for these costs, plus administrative fees*.

*DHL Express charges an administrative fee of 2%, with a minimum of €16.50 excluding VAT, for this service.

Yes, you also have to pay VAT and/or import duties for goods that are older or had a previous owner.

If the value of the package does not exceed €45, you do not pay import duties and VAT for a gift. This only applies if the articles are not intended for commercial purposes:

• The package was sent by a private individual to a private individual as a gift.
• The items in the package are for personal use by the consignee.
• The shipment (the gift) is incidental in nature.
• The nature and quantity of the gift is such that the consignment has no commercial character.
• It is a gift from the sender, for which there is no payment.