How can we help you?

You want to make changes to the delivery of your parcel? You would like to know more about parcel tracking at DPD? Are you looking for a Pickup parcelshop nearby? Browse through our FAQ's or get help from the chatbot at the right bottom corner of the screen . Our chatbot can quickly track your parcel and help you change delivery details.

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  • Receiving and redirecting parcels
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When will my parcel be delivered?

Our parcel delivery service operates Monday to Saturday, from 08.30 to 18.00. If the sender has used the Predict service, you’ll be informed of the day and time slot when your delivery will be made. You can follow your parcel on myDPD.

What happens if I am not home when the parcel is delivered?

No problem. Your package will be left with your neighbour. What if your neighbour is not home either? Your parcel will be brought to a nearby Pickup parcel shop. This is a quick and easy option, and means that you can collect the parcel when it is convenient for you. The DPD driver will leave a note in your letterbox stating the address of the Pickup parcel shop and when the parcel will be available for collection. DPD will also send you an email stating when the parcel has arrived at the Pickup parcel shop.  Take some proof of identity with you when you go to collect your parcel. You have seven days in which to pick it up. If it is not collected during this time, it will be returned to the sender.

A parcel that is displayed to me as "delivered" has not arrived. What is the reason for this?

Please check whether the parcel has been deposited in the safe place you have specified, or has been delivered to a neighbour. If the parcel can't be found, please contact our customer service via the contact form.

My parcel has not arrived (yet). What now?

If the sender has used the Predict service, you’ll be informed of the day and time slot when your delivery will be made. While we do our very best to deliver at the designated time, this time is an estimate. Delays can sometimes occur due to unforeseen circumstances. Our parcel tracking function enables you to follow the progress of your parcel online at any time. If the status of your parcel remains unchanged for a long period or if it isn\'t delivered at the indicated time, you are welcome to contact us.

Why is my parcel being delivered to a Pickup parcelshop?

If we deliver your parcel to a Pickup parcelshop there could be a number of reasons for this:

  • The consignor has instructed us to deliver the parcel to a Pickup parcelshop (DPD Shop2Shop)

  • You have specified the Pickup parcelshop as the place of delivery with our customer service, in myDPD or in our app.

  • We were unable to locate you at home and you have not specified a different place or day for the delivery. In this case we wish to make sure nevertheless that you receive your parcel as quickly as possible, and we therefore deliver it to a Pickup parcelshop in your neighbourhood, where you can pick it up during the shop\'s opening hours.

You can find out the Pickup parcelshop to which your parcel has been delivered in myDPD, in our app, from the delivery email in your mailbox or from the parcel notification card in your letterbox.

Find a Pickup parcelshop

Most of our shops are back in business.

Find a Pickup parcelshop

Most of our shops are back in business.

Didn't find your answer? Don't hesitate to contact us. We're happy to help you!

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  • Sending parcels
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How can I check on the location of my parcel?

Each parcel has a special parcel label number. With this number you can track the progress of your parcel online. Simply navigate to the DPD Track & Trace and enter your parcel number. As a DPD customer, you’ll receive a login for DPD Shipping Report. This portal gives you a complete overview of your shipments as well as your shipment history. Try connecting here. If you don’t have a login, please don’t hesitate to contact us. 

How many delivery attempts does DPD make to business addresses?

Our drivers make two delivery attempts as standard. if the consignee is not present at the address, the driver will leave a note in the letterbox. The driver will then attempt to deliver the parcel again on the next working day. If the consignee is absent once again, the driver will leave another note in the letterbox. The note explains how the consignee can obtain the parcel.

What is the diesel/kerosene surcharge, and how is the fuel surcharge calculated?

The diesel surcharge reflects price trends on the energy market. This means that the additional costs caused by any rise in diesel prices are passed on to the business shipper. The amount of the currently applicable surcharge can be viewed online at any time. The fuel surcharge is charged as a percentage of the net shipping costs and shown separately on the invoice.

Can the driver pack my parcel for me?

No. We only accept parcels that are ready for shipment. For DPD to safely transport a parcel, it must be properly packed before we can accept it.

What goods are excluded from transport?

For our own protection and the protection of our customers, there are some goods we cannot store or send. First and foremost these are objects that are classed as hazardous under national and international laws. Also excluded from transport are any items that might represent a danger to people or other goods being transported, on account of their characteristics or their packaging. Also excluded from transport are:

  • Jewels, precious stones, precious metals, pearls

  • Securities (coins, banknotes, bills of exchange, bearer titles and other titles)

  • Means of payment (credit cards, non-cleared checks, etc.)

  • Artworks, antiques, unique articles

  • Publications or audiovisual media prohibited by law

  • Alcohol (excluding alcoholic beverages)

  • Perishable or frozen food (unless via DPD fresh)

  • Flowers and plants

  • Animals, dead or alive

  • Narcotics prohibited by law

  • Firearms and explosives

  • certificates, unique documents or passports

  • pelts, carpets, wrist and pocket watches

  • goods whose value exceeds € 13,000 per parcel

  • prescription drugs and hypodermic needles

  • decorative objects and leather goods with a value exceeding € 520 per package

  • human remains, body parts or organs, medical or biological research material, medical waste

  • tenders and related documents, contracts, test results and similar documents to be provided

 Further information on excluded goods is available in our general terms & conditions.

Didn't find your answer? Don't hesitate to contact us. We're happy to help you!

Girth and Volumetric Weight Calculator

Normal Girth Calculator
Parcelshop Calculator

To calculate the combined dimensions and volumetric weight of your parcel please complete the following three fields:

Height
Width
Length

The combined dimensions of your parcel are:

cm

The volumetric weigth of your parcel:

KG

NOTE: This is a computed value which was not measured with calibrated scales - please see the note in the first paragraph.

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  • Pickup parcelshop
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Where can I find a Pickup parcelshop?

 Find the Pickup parcelshop near you with our Pickup parcelshop Finder. You can send or redirect your parcel to your favourite parcel shop or specify a Pickup parcelshop for all your parcel deliveries.

What is a Pickup parcelshop?

A Pickup parcelshop is a location for sending and collecting parcels. If you decide to have your parcel delivered to a Pickup parcelshop, the flexible opening hours mean that you can collect the parcel when it is convenient for you. All Pickup parcelshops are open from Tuesday to Saturday at the minimum. With 950 Pickup parcel shops in Belgium and Luxemburg, we are always nearby. Find out here where the nearest Pickup parcelshop is.

When will my parcel be ready for collection from the parcelshop?

As soon as we have delivered your parcel to the Pickup parcelshop, you receive a notification by email and/or SMS. If you have redirected your parcel or if we have not located you at home, we inform you about the options for pickup on the parcel notification card which is placed in your letterbox. If no day is indicated, your parcel is available for collection immediately.

How long will my parcel be stored at the Pickup parcelshop

Parcels which are delivered to the Pickup parcelshop are stored there for 7 calendar days. Calendar days are every day of the week, including Sunday. After that the parcel is returned to the consignor.

Find a parcel shop

Most of our shops are back in business!

Find a parcel shop

Most of our shops are back in business!

Not found the answer you're looking for?

Simply get in touch with us!

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  • myDPD_Receiving parcels TOP 5
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Where is my parcel?

You can track your parcel live. Simply enter the parcel number you have received from the consignor, or the P-number on the parcel notification card you have received in your letterbox. Alternatively you can tap on My parcels in order to see where your parcel is. If the delivery day doesn\'t suit you, you can simply specify a different day or place for the delivery in the change options.

Track your parcel here

How can I change the place or day of delivery?

Being the consignee you decide when or where we deliver the parcel. You can choose from four redirection options in order to have your parcel delivered the way it suits you best. Simply enter your parcel number, select the required option, e.g. delivery to a Pickup parcelshop, and confirm your selection.

What is a safe place?

A safe place is a place at your property that you chose to enable the driver to deliver a parcel in case you are not at home. E.g. a carport, garage, behind the fence …

What happens if I\'m not home?

If we don\'t locate you at home when we make the delivery and have received no instructions regarding an alternative place of delivery, we will deliver your parcels to the Pickup parcelshop near you. This will enable you to take delivery of your parcels as quickly as possible, even if you can\'t be at home. In the selection of the parcelshop we always choose the one closest to the place of delivery.

Do I need to register for the DPD app?

No, you can also use our app without registering. However, registration offers a number of benefits: for example you can record your preferences (e.g. deposit okay, email notifications) and you receive an overview of all your parcels.

Didn't find your answer? Don't hesitate to contact us. We're happy to help you!

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  • DPD fresh
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In which regions will DPD fresh be deployed?

We deliver your groceries, refrigerated and frozen food products throughout Belgium and we also export to France. All individuals and businesses within this area will be able to receive parcels with DPD fresh. Over the following two years, new regions will be added systematically. Which depots and cities exactly are added, will be decided together with prospects and clients, to align with their priorities.

I am interested in DPD fresh. How can I get in touch?

Thank you for your interest in DPD fresh! You can use this form and enter your details; we will be in touch as soon as possible to go over your plans. Talk to you soon!

Is this a B2B or B2C service?

DPD fresh will be launched for delivery to businesses (shops, restaurants, caterers…) and private individuals (meal boxes…). For both target groups a Predict service (detailed info with a 1 hour timeframe) will be available. In order to guarantee the freshness of your products, we cannot deliver at a pick-up point or at a safe place.

Why choosing to deploy an actively refrigerated network?

By actively refrigerated network we mean refrigerated containers in the depots and active temperature control in the vehicles on road to delivery. That way, you as a client do not need to use expensive and in many cases polluting packaging material to store your goods at temperatures below 4°C until/during delivery. DPD fresh supports innovations in delivery of fresh foods in a sustainable way, whilst guaranteeing to uphold the cold chain.

Didn't find your answer? Don't hesitate to contact DPD fresh. 

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  • Brexit for senders
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Why do I need a GB EORI number as well as a BE/LU EORI number?

A GB EORI number proves you are authorized to import goods into the UK. You can obtain this authorization by requesting a GB EORI number in UK:  https://www.gov.uk/import-goods-into-uk . A BE/LU EORI number proves you are authorized to export goods outside of the EU. You can obtain this authorization with FOD Economie (Belgium) and portail des Douanes et accises (Luxembourg).

What is a HS code and how do I enter them?

Customs uses a commodity code or European HS (Harmonized System) code to classify products. You need to provide 8 digits codes. By using this code in the data you send to DPD, DPD can make the correct Customs declaration. Customs then knows:
  • What products are in your consignment.
  • How much import duty and other import taxes must be paid on these products.
The HS codes for you to classify your products can be found at: www.tariffnumber.com Attention: for a number of HS codes  you also have to enter the quantity (m², kg, pair, etc.) in the description. So if you send a rolled-up wool carpet, you have to enter: "wool carpet (5m²) in the description field (DPD Shipper) CCONTENT field (self-printers). Other examples: ‘water (0,5 liters)’, ‘charcoal (10 kg)’, ‘shoes (4 pairs)’, etc.

(HMRC) Is it required to register at customs in the UK?

Yes. HMRC means “Her Majesty’s Revenue and Customs”. This government company realizes taxes income for the United Kingdom. At the beginning of 2019, the United Kingdom has a VAT legislation (VAT notice 1003) in place which makes it compulsory for the sender to always pay the VAT for parcels ≤ £135. In other words, do you ship products with a value of less than 135 pounds? Please register via the website of the HMRC in the United Kingdom.

Which services can I still use to the UK ?

DPD currently offers two services to the UK. You can ship parcels via DPD Classic (B2B) and DPD Home (B2C). We hope to be able to reactivate other services (DPD Shop etc.) as soon as possible.

Do I need to add printed invoices to a shipment to the United Kingdom?

No, but for a shipment to the United Kingdom it is mandatory for both the European and UK customs to be able to present an invoice. DPD has agreed with customs that there is no need for a printed paper invoice, but that a digital invoice for each parcel is sufficient. All items in the parcel must be clearly described on the invoice. The digital invoice can automatically be generated from the data you provide for each parcel, so make sure your data is compliant. Attention: Customs UK can at all times request an original invoice. The customer service of DPD will request this from you, make sure you can always provide it within 24 hours.

Which INCO term does DPD offer for shipments to the UK?

DPD offers the INCO term DAP. An INCO term indicates at what point the responsibility passes from sender to recipient. Two types of Billing terms have been added to this INCO term: A Billing term indicates which party (sender or recipient) pays the VAT and import duties.
  • DP means 'duties & taxes Paid'. The sender pays the costs.
  • NP means 'duties & taxes Not Paid'. The recipient pays the costs.
DAP NP is the standard offered within DPD BeLux. If you want to use DAP DP you first need to contact your sales to discuss the required setup.

How does the payment of customs duties work when shipping to the UK?

In case you ship your parcels under INCO term DAP, Billing term NP (Not Paid: recipients pays all costs) your customer will have to pay customs duties prior to delivery. DPD UK will send a secure digital payment request per email or sms. Without payment of these costs + admin fee (£5) within 5 days the parcel will be returned to you.

With DAP NP, payment must be made by the recipient in the UK. How long will DPD UK hold the parcel?

With DAP NP (the recipient is responsible for the payment of the costs). On arrival in the UK, a parcel will be held up to a maximum of 5 days in order to allow the recipient to pay the costs in accordance with DPD. For this purpose, DPD UK will send a payment request to the recipient in an email and/or text message containing a secure payment link. When Duties & Taxes are not paid, the parcel will be returned including: €5,00 return cost + import VAT on arrival in Europe.

Which costs have to be integrated in the value of the good I declare?

Next to the value of the good also the shipping costs need to be added to the total value. At customs level each good needs to have a value, even if they are shipped as a free item.

Does anything change for shipments to Ireland and Northern-Ireland due to Brexit?

For you as a sender, nothing changes. Parcels for Ireland are transported by DPD through the United Kingdom via a special arrangement (Transit) and will arrive at your customer's address in Ireland without delay. No additional data is required for these parcels and no customs formalities are required.

 

Didn't find your answer? Don't hesitate to contact us. We're happy to help you!

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