Still waiting on a

DHL

refund?

DHL offers refunds in several situations, depending on the service type and cause of issue:

• Late delivery (Money-Back Guarantee): If you used a DHL Express time-definite service (e.g. “Express 9:00” or “Express 12:00”) and the package arrived late due to DHL’s fault, you're eligible to claim a full shipping fee refund. Must be claimed within 14 days of shipment.
  
  
• Lost or damaged items: You can file a compensation claim if DHL loses or damages your parcel. Claim must be submitted within 30 days of the shipment date. Compensation is based on liability limits unless you purchased additional insurance.
  
  
• Service failure or overcharge: If DHL charged for a service (e.g. Saturday delivery or signature required) but didn’t deliver it, you can request a refund for that surcharge.
  
  
• Exclusions: Refunds are not available if delays are caused by customs, incorrect addresses, weather events, or if you miss the claim deadline. DHL eCommerce and economy services typically don’t include delivery guarantees.
  

1. Gather details: Collect your tracking number, shipment date, invoice, and any proof (e.g. damaged item photos, declared value).
   
   
2. Contact DHL Express at 13 14 06. Clearly mention the issue (e.g. “late delivery under the Money-Back Guarantee”) and request a claim to be opened.
   
   
3. Submit formal claim (if required): DHL may ask for written claims via email or their online form. Attach invoices, tracking info, photos, etc.
   
   
4. Cooperate with investigation: DHL may inspect damaged goods or trace lost parcels. Respond to any info requests promptly.
   
   
5. Receive resolution: Once approved, DHL will refund the shipping fee or issue compensation. You’ll receive confirmation via email or post.
   
   
6. Follow up if needed: If you don’t hear back within the stated timeframes, politely request a status update using your claim reference number.
   

• Notification deadlines:
  
  
  • 14 days for late delivery claims
    
    
  • 30 days for loss/damage claims
    
    
• Late delivery refunds: Typically processed in 5–10 business days after verification.
  
  
• Lost/damaged claims: Usually resolved in 2–4 weeks, depending on complexity and documentation.
  
  
• Complex or disputed cases: Can take up to 30 days or more.
  
  
• Investigation updates: DHL often provides a status update within 3–5 business days after claim initiation.
  
  

Pro tip: Submit complete paperwork early and follow up if you haven’t heard back by day 15–20.

• Original payment method: Most individual customers will receive the refund back to their credit card or bank account.
  
  
• DHL account holders: Refunds are typically applied as credit notes on the next invoice.
  
  
• Bank transfer or cheque: For loss/damage compensation, DHL may issue a direct deposit or cheque.
  
  
• No gift cards or store credit: DHL does not offer refunds via vouchers.
  
  
• Duties/taxes: If overcharged, customs authorities may process refunds via DHL, but these can take longer and are outside DHL’s control.
  

• Missed claim deadlines: Claims filed after 14 days (for on-time delivery) or 30 days (for loss/damage) are automatically denied.
  
  
• Incomplete documentation: Forgetting to include proof of value or incorrect tracking numbers slows things down or gets claims rejected.
  
  
• Exclusion surprises: Customs delays, recipient errors, or weather events void guarantees. Many customers learn this the hard way.
  
  
• Value disputes: Compensation is capped if you didn’t declare value or insure your parcel.
  
  
• Poor communication: Some users report long wait times or no updates. Always get a case number and follow up regularly.
  
  
• Frustration with fine print: Many refund frustrations stem from not understanding DHL’s refund limitations upfront. Always read the T&Cs.