Complaints about delivery It is a matter of course that DPD treats your parcels with the utmost care. Still it can occur, that you have a complaint about a delivery. In that case our Customer Service Agent is ready to help you..

Make a complaint in a simple way
In the unlikely event of a complaint, you can report it to our Customer Service by sending an e-mail. Please mention following in your email:

• Parcel number
• Shipping date
• Data consignee (name, street, postal code, town)
• A detailed description of the content and value of the parcel
• Description of your complaint
• Your contact information (name, telephone number)

Our Customer Service Agent will immediately deal with your complaint (working hours from 08.00 – 17.30 hrs).

In some cases we might need extra information to start our investigation, such as a shipping list/ label, invoice to consignee or a declaration from the consignee. If necessary, our Customer Service Agent will contact you about this.

Dealing with your complaint
It is our aim to deal with your complaint as soon as possible. However, for some complaints we need several days in order to give you a final reaction to your complaint. We will) keep you informed (particularly) by email about the state of settlement of your complaint.

Not satisfied about the settlement?
We do our best to settle your complaint as soon as possible and of course to your satisfaction. Still it can occur that you are not completely satisfied about our reaction or the time in which you receive our answer. In that case please be advised to contact the Customer Service Manager of the depot concerned. He/she will have another good look at your complaint and, if needed, will take further steps.

Hidden damages

Despite all the good care it can occur that a product is damaged by delivery but that you cannot see this on the packaging from the outside. This is a 'hidden damage'.

Notification period
Would you like to report a hidden damage? Than you have to take into account that the notification period is within one week (including weekends and holidays).

Do you report this after this period then we have to assume that the parcel is received by the consignee in the same condition as how the parcel is shipped.

When you report the damage we would like you to put the parcel number, the nature of the damage and pictures at our disposal.