Read our General Terms and Conditions. You will find all the necessary information on transport and services there, as well as the list of goods we do not transport.

Information for consumers

In the event that a dispute arises between DPD and a consumer under a freight forwarding contract which cannot be resolved even by mutual agreement of both parties, the consumer may submit a proposal for extra-judicial settlement of such dispute to a designated institution for extra-judicial settlement of consumer disputes.

In the case of disputes relating to postal services provided by DPD on the basis of Certificate No. 18, this entity is:

Czech Telecommunication Office
Sokolovská 219
190 00 Praha 9

In all other cases, this entity is:

Czech Trade Inspection Authority
Central Inspectorate - ADR Department
Štěpánská 15
120 00 Prague 2
E-mail: [email protected]

Exceptions for return of shipments for international transport

Exceptions for return of shipment in case of insurmountable problems

  • In the event that the recipient refuses to pay the duties and taxes assessed by the competent authority in the country of delivery, we will contact the sender who may choose to pay this amount together with the relevant administration fee. If the DPD sender refuses to pay this amount, we will return the subject shipment to the sender or destroy it. In such a case, we will require the sender to pay the original freight charge and the costs associated with the return or disposal of the consignment. Should we pay any advance payment, e.g. for duties and taxes, either at the point of delivery or upon return of the shipment, the sender is obliged to pay this amount and other related charges to DPD.
  • If we are unable to deliver the shipment for any reason, we will inform the sender when the shipment will be returned or destroyed in accordance with any local regulatory restrictions. All associated charges will be billed to the sender. This does not apply if we have failed to deliver the shipment through no fault of our own. Charges will also include any other costs incurred by us, including but not limited to any duties, taxes, freight and storage charges.