Bought something from DHL that broke too soon?
What does DHL's warranty cover?
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.
How to claim a warranty with DHL
If your shipment is lost, delayed, or damaged:
- 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.
- Provide shipment details – Supply your Air Waybill (AWB) tracking number and confirm your role as shipper or receiver.
- Complete claims form – DHL may send you a claim template. Fill it out accurately with shipment details and issue description.
- Submit supporting documents – Provide photos of damaged goods/packaging, invoices or receipts proving value, and delivery notes indicating damage.
- Follow DHL’s instructions – Upload or email documents. For lost items, you may need to provide package contents and photos before shipping.
- Await investigation – DHL will trace the parcel’s journey and provide updates (often within 3 days).
- 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.
Exclusions & limitations - when DHL's warranty doesn't apply
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.
Required documentation for DHL warranty claims
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.
- Outer packaging showing damage.
- 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.
How long does the warranty claim process take with DHL?
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).
- Refunds for late delivery: Often processed within 1 month.
Most valid claims are settled within 1–2 weeks, barring exceptional circumstances.
DHL cases submitted through Ajust
After paying duties and GST for my eBay order, the items arrived damaged. I sent every document DHL asked for, yet months later I’m still waiting on my refund. The process has been confusing and stressful, with no clear follow-up from their side. - Jason
The parcel I ordered arrived damaged and DHL admitted it was due to poor packaging. They approved my refund weeks ago, but I’ve had to keep chasing updates just to get movement. It’s exhausting having to do the legwork after already proving my case. - Jason
When DHL left my parcel inside my car without permission, my personal items went missing. I’ve been trying to claim insurance compensation but haven’t received a clear response. It’s shocking to see such carelessness and no accountability for the loss. - Yasamin
Recent DHL customer warranty experiences
Positive feedback: Many Australian customers report DHL as reliable, with parcels arriving on time or even earlier than estimated. One reviewer praised DHL as “the best premium postal service – I’ve never lost a package.”
Lost package frustration: Some recipients note DHL requires the shipper (sender) to file the claim, leaving them feeling unsupported if a parcel goes missing.
Documentation issues: One customer had water-damaged goods acknowledged by DHL but compensation was denied due to missing invoice documents matching the declared value. This shows how strict DHL is about paperwork.
Official DHL Warranty Policies & Support Links
- DHL Express Claims Guide
- DHL Terms & Conditions of Carriage
- DHL Money-Back Guarantee Policy
- Shipment Insurance FAQ
- Customer Service (Australia): 13 14 06
- DHL Packing Guidelines
DHL Warranty FAQs
What does DHL’s shipment warranty actually cover in Australia?
DHL’s warranty covers loss or damage to parcels while in transit, under a limited liability of around 26 Special Drawing Rights per kilogram (about US$35/kg). This default protection applies automatically, but customers can buy Shipment Insurance for full-value coverage of high-value goods. The warranty applies from the moment DHL accepts the parcel until final delivery. For full protection, always declare your item’s value and use approved packaging to stay eligible for compensation.
How do I make a DHL warranty or insurance claim?
To file a DHL warranty claim, contact Customer Service at 13 14 06 or use DHL’s online portal within 30 days of shipment pickup. You’ll need your Air Waybill (AWB) number, proof of value, and clear photos of any damage or missing items. DHL may request a completed claim form and additional details. Keep all receipts and communications—complete, accurate documentation helps speed up claim approval and payment.
When does DHL’s warranty not apply?
DHL’s warranty doesn’t apply if claims are filed late, items were poorly packed, or prohibited goods were shipped. It also excludes customs delays, weather events, and consequential losses like missed deadlines. For high-value shipments, purchase DHL Shipment Insurance to avoid default coverage limits and ensure you’re fully protected against unexpected damage or loss.
How long does DHL’s warranty claim process take?
DHL usually confirms a claim within 1–2 business days and investigates within 3–5 days. Most valid claims are settled within 10 business days after receiving all documents. Refunds for late deliveries may take up to a month. To keep your claim moving quickly, provide all required documentation—proof of value, photos, and AWB—at the start of the process.
If you don’t act now, you might lose your rights.
We’ll help you file a complaint and use your warranty the way it was meant to work.