Your questions answered – at the click of a mouse.
Here we have compiled a list of those questions which often arise – with the corresponding answer, of course. Simply click on a question and you'll receive the relevant answer without delay. If your question doesn't appear on the list, please use our contact form.
Frequently asked questions
If it should happen that a parcel is not delivered within the indicated time, please contact our central, Germany-wide customer service on 01805 373 200 (fixed line calls 14 cents/min., prices from mobile phone networks may vary). We will then check the reason for the delay and try to remedy the situation as soon as possible.
Please report this as quickly as possible to our central, Germany-wide customer service on 01805 373 200 (fixed line calls 14 cents/min., prices from mobile phone networks may vary).
For the international shipping of parcels various documents are required. Depending on the type of goods and the customs requirements of the country of import these are:
The commercial invoice
The commercial invoice – or in some cases a pro forma invoice – must be sent with any parcel which is shipped to a country outside of the EU. The commercial invoice is used in cases where the goods have a commercial value. A pro forma invoice is used in cases where the goods have no commercial value. With DPD the commercial invoice can conveniently be created online.
The movement certificate
The EUR-1 movement certificate is a preference document for goods which have been produced in the EU and is normally used for calculating the import duties which the recipient of the goods has to pay. The EUR-1 certificate applies to the movement of goods within the European Economic Area and, among others, to many countries in Africa, the Caribbean and the Pacific.
The export declaration
All shipments of goods which have a value of above 1,000.- € and are to be shipped outside of the EU must be accompanied by an export declaration. If the value is above 3,000.- € , the documentation must be processed in advanced by the responsible customs offices.
Further information about the DPD shipping documents.
With more than 500 depots in 39 countries DPD has a widespread international transport network which is growing all the time. We select the locations for our depots on the basis of transport infrastructure and population density criteria, which means that with DPD you can ship parcels to more than 220 countries and open up new markets.
Further information about DPD the company.
DPD's shipping planner supports you in preparing your parcel for the international shipment of goods. You simply enter the type of goods, country of origin and country of destination together with the value of the goods, and will then receive all the necessary information.
You will be shown:
- what shipping documents are required
- all the shipping instructions which you need to follow
- details of any invoices which must be sent with the parcel
- the download options for the shipping documents you need
- a list of goods which are prohibited in the country of destination
- a list of the public holidays in the selected country of destination
For every shipping requirement within Germany DPD has exactly the right solution: our Classic-Service is ideal for all those who wish to ship parcels reliably and inexpensively with a service which provides outstanding value for money. Our Express-Service is for all occasions when shipment has to be especially fast, with next-day delivery at one of four optional times.
With DPD's international shipping services more than 220 countries can be reached fast and reliably worldwide. With our Classic-Service a parcel will reach its destination within Europe in 1 to 4 days – outside of Europe delivery takes 7 days at most.
Those who use Express-Service to ship their parcels abroad can take advantage of even faster delivery times.
Every parcel which is shipped to a country outside of the EU must be accompanied by a commercial invoice or by a pro forma invoice. The commercial invoice is used in cases where the goods have a commercial value. A pro forma invoice is used in cases where the goods have no commercial value.
In both cases the document contains the relevant data about the consignor and the consignee, together with a complete description of the contents of the parcel and its value. The consignor signs the invoice and attaches it to the parcel together with five copies. With DPD the commercial invoice can be conveniently created online.
The DPD parcel label performs a number of tasks at the same time: it is the address label, the basis for the transport contract, the forwarding order, certificate of insurance and basis for invoicing all in one, and makes multiple shipping stickers on a parcel unnecessary. Parcel labels are available from your depot.
Further information on DPD's shipping materials.
Basically any parcel which is entrusted to DPD for shipment is covered by insurance, because DPD automatically insures every parcel to a goods value of 520 €. If necessary contract customers can conclude supplementary higher insurance of up to 13,000 € per parcel.
Further information on parcel shipping.
At DPD you can select from a range of additional options for your domestic and international parcel shipping, which means that you can ship your parcels exactly to your own specifications.
DPD has developed a multitude of tried and tested solutions for domestic and international shipping in order to get your parcels to their destination quickly and reliably. Today customers can choose between our Classic-Service, Express-Service and Special Services.
In addition every shipment can be adapted exactly to your own requirements – quite simply with DPD's options. The result is individual and efficient logistics solutions on which both consignor and consignee can rely.
Both with the Classic-Service and the Express-Service individual parcels must not be heavier than 31.5 kg. With the Express-Service you have the additional possibility of combining up to ten parcels in an overall shipment. For this purpose all consignor and consignee details must be fully identical. This can provide considerable cost savings.
Further information on our terms of shipment.
A precise calculation of the transport costs can only be made if all the necessary shipping details for your parcel are available. This is the only way to avoid unnecessary surcharges for parcels which haven't been weighed or measured correctly. You can use your own scales, for example, to check the weight of the parcel. To measure the parcel you can use a ruler, a folding rule or a measuring tape. DPD reserves the right to apply a surcharge if the consignor's parcel data diverges from the measurements which are taken at the depot.
Sorry, we can only accept parcels which are ready for shipment. In order for DPD to transport your parcel safely it must be packed correctly before it is accepted by us.
Further information on packing.
During transport it is impossible to avoid impact and vibration. This is why it's important to protect your parcel as well as possible. Otherwise there will be a risk that it could be damaged in transit. Cardboard boxes are used most often, and these are accepted by every depot. The depots expressly point out in their conditions of transport that parcels must be packed securely against transport risks.
You should always use new, good quality packaging which will be strong enough for the contents and will not be crushed if your cardboard box is stacked with other boxes. Please make sure that the box is big enough to contain additional filling material. You should also remove all stickers and any other shipping data.
Filling material should be added so that the contents of your package are unable to move around inside the box. Fragile and easily damaged goods should be packed individually. The contents of the parcel should be protected from all sides with filling material.
Parcels should be securely sealed with non-tear adhesive tape which is suitable for transport purposes. You should not use string or twine, and no paper wrapping. The shipping documents and the necessary labels must be applied to the top surface of the cardboard box. By 'top surface' we mean the largest level surface of the box. The shipping documents should never be applied on seams or on the adhesive tape. To make doubly sure you should put details of the consignee address inside the parcel.
This is available from stationery shops, supermarkets or DIY stores. Often they will let you have cardboard boxes and other packaging material free of charge. In order to ensure trouble-free shipping it is essential to use the right packaging material.
Further information on packing.
The combined dimensions define the maximum permitted parcel size. It is calculated as follows: [height + width] x 2 + the length of the parcel in cm.
The DPD combined dimensions calculator will help you to check quickly and conveniently whether your parcel meets these specifications.
Volumetric weight is a standard formula which is used in the airline industry and which includes density in the calculation of the transport costs. Volumetric weight is based on the volumetric standard of IATA (International Air Transport Association). On the basis of this calculation the space which the parcel will occupy inside the aircraft is compared with the actual weight of the parcel.
The shipping cost is based on the higher of the two values, in other words either the actual overall weight or the volumetric weight of the parcel. The higher weight is then used for the calculation of the shipping tariff.
The calculation of the volumetric weight depends on the individual service provider. As a rule the following formula is used:
Length x width x height / 6000 = volumetric weight
The DPD volumetric-weight calculator will help you to calculate the volumetric weight of your parcel quickly and conveniently.
(for shipments which contain a number of packages you simply add the individual results)
Some goods and objects are excluded from transport with DPD. These include among other things ivory and ivory products, skins, armaments, valuables (e.g. art objects, antiquities, precious stones, gold and silver), money and negotiable securities, the hides of non-extinct wild animals, live animals, pornographic material, seed, tobacco and tobacco products, perishable goods. Also excluded from transport are parcels with hidden defects which could, because of their nature, cause damage to persons, goods or equipment. Further information on excluded goods is available in our general terms and conditions.
If the consignee can't be located, the driver leaves a notification card in the consignee's letter box after the first delivery attempt.
Each parcel is given a special parcel label number. With this number you can track the progress of your parcel online.
Sorry, unfortunately we aren't able to deliver to P.O. Boxes.
In parcel shipment within Germany any parcels sent with our Classic-Service as a rule arrive within one working day (Monday - Friday). The Express-Service even enables you to select from different delivery times, which are guaranteed by DPD.
International shipments with our Classic-Service generally reach their destination within Europe in 1 to 4 working days. Consignees in the rest of the world receive the parcel within 7 days at the latest.
International shipping with Express-Service guarantees an especially fast delivery time. In many European countries parcels reach the consignee the very next day - the delivery time calculator will show you the exact delivery times for all 220 countries served by DPD.