SHIPMENT DAMAGED OR LOST FILE A CLAIM

Every day, we process tens of thousands of shipments. Of course, we handle all shipments with care, but sometimes things can still go wrong. In such cases, it's helpful to know what you can do. 

Investigation first before filing a claim 
Has your shipment been delivered damaged, or has it not been delivered to the receiver? Please contact our Customer Service within 30 days. We will then investigate what has happened. After investigation we will let you know whether you can file a claim. The financial compensation depends on the weight of your shipment and whether you have taken out an insurance for your shipment. Look into our claim procedure for more information. 

Payer of the shipping costs has the right to claim 
Only the party that paid the shipping costs for your shipment can file the claim. Did you purchase something online from a webshop and did they cover the shipping costs? Then only they can submit the claim. 

Complete the form below to submit a claim for a specific shipment. The fields with an * are mandatory. We will contact you within 2 working days. 

  • Your shipment
  • Damage
  • Contact details
  • Complete
Do you have a claim right for this shipment?

Only the party that paid the shipping costs for your shipment can file the claim. 
If not, then unfortunately we cannot process this claim. Please contact the company or person who has the right to claim. 
Is the investigation into this shipment completed?

You can only file a claim after the investigation has been completed. Our Customer Service will conduct this investigation. Haven't had any investigation yet? Then we cannot process the claim. Please contact our Customer Service to initiate an investigation.
 
Do you have an DHL Express account number?
Is this shipment insured?
If the shipment is damaged, please only enter the weight (in kg) of the damaged part here. In the case of a missing shipment, you can enter the full weight (in kg).