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Help on the subject of receiving parcels

Here you will find questions and our answers relating to the subject of receiving parcels. We will tell you how to track and redirect your parcel, give you answers about parcel delivery, how to change your delivery in case you're not at home and much more.

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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.

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  • Business receivers
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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 my parcel number and where can I find it?

This is the 14-digit parcel number that you received from the sender or that is stated in the email or SMS from DPD containing the details of your scheduled delivery. If you were unable to accept delivery of your package, the driver will leave a note in your letterbox which also contains this 14-digit number.
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  • Complaints
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How can I contact customer service?

You may find the answer to your question already in our FAQ. Our customer service is easily accessible via the contact form.

How do I report a complaint?

As a consignee, please report your complaint to your shipper, who has all the necessary documents. If you are a shipper, please use our complaint form here and add the delivery note, the handover receipt and your commercial invoice.

There is no trace of my parcel. What should I do?

If the status of the parcel tracking has not changed for several days, please get in touch with our team. We will then be happy to support you.

What is the procedure if a parcel reaches the consignee in a damaged condition?

If the contents of the parcel are damaged when they reach you, you should first contact the consignor. We can only investigate the case and inspect the damage on the instructions of the consignor.


 

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