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Who to Contact at DHL when Things Go Missing

Have you ever shopped online and then found your parcel in the trash, over the fence or rained on? This is a common problem.

Receiving Your Parcel

After ordering an item online, you have to depend on the retailer’s company. The retailer has a number of companies to choose from. Most huge retailers use many different companies. However, it is not possible to come up with a specific list of the companies used by a retailer. Most of them do not disclose the company they used; you figure that out once the parcel has been delivered to you. The feedback by customers is better for some companies than others.

When There Are Problems with Deliveries

Purchasing things online has its risks. You may have your items damaged or faulty, or they may not be delivered. There was an investigation entitled ‘Which?’ which found out that 60% of shoppers had faced these problems.

“On the upside, the rules on distance selling protect consumers; they protect their rights regarding return of faulty items, cancellation or delivery of their goods." This is according to a certain ‘Which?’ spokesperson. "Sellers need to confirm that the goods are in good condition before they are delivered, and consumers need to know that they have rights against bad services."

Rights of Consumers

In case of lateness or failure of delivery, you should call the retailer first; the intermediary between you and the parcel company or courier. The Act on Selling of Goods states that delivery of goods must be reasonably timely. The reasonability will be determined by the goods being delivered and the delivery time originally estimated.

The rules on distance selling allow you to cancel the order you made if the estimated time is over. You have the right to be fully refunded. You can claim your refund in case you paid extra money to have faster delivery and the goods still arrive late.

Make your Claim through DHL Express

We are happy to offer you our services. We are fully aware that problems in delivery happen. However, we work to help those of our customers who face these problems.

If there are missing items from the goods that have been delivered, if some are damaged or lost, or in case they arrive later than you were promised, we ensure you complete the appropriate claim form. After filling this form, we will use the information you have given us to correct the situation as soon as possible.

Claim: Damaged or Lost Goods, or Missing Content

In case you face any of these three problems, please look at the information we have provided. After that, you can fill out a claim form for lost, damaged and missing content. The shipper, who owns the claim, should submit this claim unless it is required that the ‘release’ writes an authorization.

Claim on Missing or Lost Content

You need to have the following in order to complete the claim:

    If you have a waybill; a copy.

      Documents that show the amount you claimed such as a supplier or retail invoice.

      Document supporting that the purchase was done online.

      Unique features of the goods in question such as identity marks or serial numbers

If you want the claim to be completed fast, you should compress it to 3MB and below and be prepared to upload it. If you meet all the requirements for completing your claim, you will have the problem resolved on 30 days or less.

Damages Claim

To complete a damaged claim, you need to have the following items:

    If you have a waybill; a copy.

      Documents that show the amount you claimed such as a supplier or retail invoice.

      Document supporting that the purchase was done online.

      For goods that cannot be repaired, a document showing that it was a technician who confirmed that condition.

      Where necessary, a salvage report or repairs invoice.

      Pictures of both the packaging and damaged good. The photograph of the packaging should show the outer and inner packaging.

If you want the claim to be completed fast, you should compress it to 3MB and below and be prepared to upload it.

DHL Express ensures that that right to salvage, inspect or re-inspect or salvage any kind of good is reserved. This is done during analysis and resolution of delivery issues. Therefore, when you make your claim, you should retain the items until the resolution process is over. All the inspections are conducted at the place the items were delivered. The claim may be invalidated if the claimant does not retain the goods and package, or if the goods are not availed in order to have them inspected.