Bought something from

DHL

that broke too soon?

All DHL Express shipments from Australia are covered under limited liability for loss or damage in transit.

Key points of DHL’s warranty coverage:

• Default liability: Compensation up to ~26 Special Drawing Rights per kilogram (≈ US$35/kg for air shipments), or the declared shipment value if lower.
  
  
• Optional insurance: DHL Shipment Insurance allows coverage for the full declared value of goods, protecting high-value items beyond the default limit.
  
  
• Money-Back Guarantee: On eligible time-definite Express services, DHL refunds the shipping charges if delivery is late (conditions apply).
  
  
• Duration: Coverage applies from the time DHL accepts the shipment until final delivery.
  
  
• Claim deadline: Warranty claims must be lodged within 30 days of DHL accepting the shipment.
  
  

With DHL, your parcel is always covered against loss or damage, with options to add extra insurance for peace of mind.

If your shipment is lost, delayed, or damaged:

1. Contact DHL Customer Service – Call 13 14 06 in Australia or file a claim via DHL’s online claims portal. Do this within 30 days of shipment pickup.
   
   
2. Provide shipment details – Supply your Air Waybill (AWB) tracking number and confirm your role as shipper or receiver.
   
   
3. Complete claims form – DHL may send you a claim template. Fill it out accurately with shipment details and issue description.
   
   
4. Submit supporting documents – Provide photos of damaged goods/packaging, invoices or receipts proving value, and delivery notes indicating damage.
   
   
5. Follow DHL’s instructions – Upload or email documents. For lost items, you may need to provide package contents and photos before shipping.
   
   
6. Await investigation – DHL will trace the parcel’s journey and provide updates (often within 3 days).
   
   
7. Resolution – If approved, compensation is processed according to your coverage (full value with insurance, or default liability without).
   
   

Tip: Keep all receipts, communication, and tracking details. DHL resolves most valid claims within 10 business days once documents are received.

DHL warranty claims are subject to key restrictions:

• Late claims: Not filed within 30 days of shipment pickup.
  
  
• Improper packaging: If goods were not packed according to DHL’s packaging guidelines.
  
  
• Restricted or prohibited items: Hazardous goods, banned items, or items shipped without approval.
  
  
• Money-Back Guarantee exclusions: Customs delays, incorrect addresses, recipient unavailable, weather or natural events.
  
  
• Consequential losses: Business disruption or missed events caused by shipment issues are not covered.
  
  
• Coverage limits: By default, liability is capped per kg unless Shipment Insurance was purchased.
  
  

Always pack items securely, ship only approved goods, and consider purchasing insurance for valuable shipments.

Prepare the following for a smooth claim:

• Proof of value: Invoice, receipt, or order confirmation for the shipped items.
  
  
• Air Waybill (AWB) number: The 10-digit DHL tracking number.
  
  
• Photographic evidence:
  
  
  • Outer packaging showing damage.
    
    
  • Internal packaging/cushioning.
    
    
  • Damaged goods from multiple angles.
    
    
• Delivery documentation: Signed receipt noting visible damage (if applicable).
  
  
• Claim form: Completed DHL claim template with shipment and fault details.
  
  
• ID & bank details: May be required to verify claimant identity and process payment.
  

Providing all documents upfront makes approval and payout faster.

Typical claim timeline:

• Acknowledgement: Case confirmation within 1–2 business days (online or by phone).
  
  
• Investigation: 3–5 business days to trace parcel and verify issue.
  
  
• Decision: DHL aims to issue claim decisions within 10 working days once documentation is complete.
  
  
• Resolution:
  
  
  • Refunds for late delivery: Often processed within 1 month.
    
    
  • Loss or damage compensation: Paid after approval (via bank transfer).
    
    

Most valid claims are settled within 1–2 weeks, barring exceptional circumstances.