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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 and how to evaluate our services.

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How should I act as the consignee of a parcel?

According to all that is known so far, there is no increased health risk associated with signing on the handheld scanner. Based on current knowledge, transmission of the coronavirus through contact with parcel surfaces is extremely unlikely.

However, as a precautionary measure, personal confirmation of receipt by signature at the private front door is substantially suspended. In addition, for the moment small, flat parcels of a suitable size can be put in the consignee's letterbox.

In order to avoid direct contact as a precautionary measure, you as the consignee of the parcel can also help us in a very concrete way:

Provide us with a deposit okay, so that the delivery driver can leave the parcel without direct customer contact, for example in the garden shed, in the garage or in front of the apartment door. Observe the hygiene regulations and avoid any physical contact. This rule is also followed by our delivery personnel.

Despite the relaxed security measures nationwide, we ask our customers and parcel recipients to continue to adhere to recommended social distancing regulations.

Before picking up a parcel at a DPD Pickup parcel shop, please check what Corona rules apply in your particular region.

How should I act as the shipper of a parcel?

Please check, especially in the case of commercial delivery addresses, whether parcel delivery to the addressee is actually possible.

At the federal level, much of the security measures to contain the COVID 19 pandemic have been relaxed. However, depending on state-specific laws and regulations, as well as local hotspot regulations, certain regulations imposed by the authorities could apply. Before bringing a parcel to a DPD Pickup parcel shop, please check what Corona rules apply in your particular region.

Moreover, it is also possible that at the regional level a maintenance of "3G at the workplace" could be imposed by the authorities. In line with this, we hope you will understand that during their shift, our drivers will not be presenting a new 3G certificate each time they enter a new location (such as for a commercial pickup).

You will find more detailed information on the regulations in other European countries here.

Are there any restrictions on parcel shipping?

Parcel deliveries and collections in Germany are being implemented as normal, as long as this is not restricted by the local authorities.

At the present time there are no delays in parcel shipping with DPD.

At the federal level, much of the security measures to contain the COVID 19 pandemic have been relaxed. However, depending on state-specific laws and regulations, as well as local hotspot regulations, certain regulations imposed by the authorities could apply. Before bringing a parcel to a DPD Pickup parcel shop, please check what Corona rules apply in your particular region.

In the case of international shipments, in some areas the delivery or collection of express parcels is not possible due to official regulations.

A list of detailed postcode areas can be found here for DPD EXPRESS.

You will find more detailed information on individual regions with existing restrictions here.

What steps is DPD taking in response to the spread of the coronavirus?

DPD is helping to counteract the further spread of the coronavirus and protect its own workforce with a series of measures.

As a precautionary measure, personal confirmation of receipt by signature at the private front door is substantially suspended for the time being. In addition, for the moment small, flat parcels of a suitable size can be put in the consignee's letterbox. We encourage customers and consignees to give us a deposit okay, so that no personal contact is necessary at all.

Employees whose presence on site is not required are working from home until further notice. Business trips are kept to a necessary minimum, and participation in large-scale events such as trade fairs has been suspended until further notice.

DPD is raising awareness among its staff, and especially among all delivery personnel, of appropriate hygiene measures. In addition, masks are mandatory at all locations, and strict distance and hygiene rules apply in all areas of the company premises. All locations are equipped with protective equipment and disinfectants in large quantities.

In case that "3G at the workplace" is to be maintained by the authorities at regional level, all employees affected by this regulation must provide proof of 3G before starting work. People who are not vaccinated, recovering or currently have a negative test are not allowed to enter a DPD location. This is checked and documented daily.

Updated pandemic plans exist for all locations in order to maintain our service in the event of a further spread of the corona virus. In addition, DPD offers all employees the option of supervised self-testing at their individual location. This offer is made on a voluntary basis. In addition, DPD Germany is offering vaccination to local staff and workers at various locations.

What specific restrictions are there on international parcel shipping?

In principle DPD continues to carry out parcel shipments to all European countries. Conversely, parcels from abroad continue to be delivered in Germany.

In some areas delivery or collection of parcels is not possible or only possible to a limited extent due to official instructions.

A list of detailed postcode areas can be found here for DPD EXPRESS. For DPD Classic there are currently no exclusion zones.

Due to the current increase in the number of infections, it is possible in individual cases that traders may have to temporarily cease business activities and may not be able to receive parcels. So please check in advance whether parcel delivery to the addressee is actually possible.

This can be the case in the following countries

  • Austria (for more information on the delivery situation in Austria)

  • Italy (for more information on the delivery situation in Italy)

  • France (for more information on the delivery situation in France)

  • Switzerland

  • Spain (for more information on the delivery situation in Spain)

  • Great Britain (for more information on the delivery in Great Britain)

Parcel shipping with DPD: information on the delivery situation in Austria

We are continuing to ship goods to and from Austria.

For more information on the possible effects of the coronavirus on parcel shipping, please visit the DPD Austria information page: https://www.dpd.com/at/de/support/kontakt/coronavirus/

Parcel shipping with DPD: information on the delivery situation in Italy

The measures in place in Italy depend on the region to which a parcel is to be sent. Industrial facilities, grocery shops, pharmacies, hairdressers and laundries are not affected by possible business closures. In regions with a lower incidence theatres, cinemas, sports centres, museums as well as bars and restaurants are allowed to open under certain conditions.

Parcel shipping with DPD: information on the delivery situation in France

We are continuing to ship goods to and from France.

The government has relaxed the previously very strict measures, so that most shops and restaurants are now open again.

Parcel shipping with DPD: information on the delivery situation in Spain

We are continuing to ship goods to and from Spain.

The Spanish government has relaxed the previously strict COVID-19 prevention measures. Accordingly, most shops, restaurants and bars can reopen as normal.

Parcel shipping with DPD: information about the delivery situation in Great Britain

The UK has now lifted almost all COVID-19 precautions.

As a result of Brexit new regulations apply to shipments to the UK. Everything you need to know about Brexit can be found here: dpd.de/brexit

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  • Empfangen - Paket empfangen / umleiten
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What happens if the driver doesn't locate me at home?

Consignees who are not located at the time of delivery receive a parcel notification card from DPD. By scanning the QR code, entering the parcel number at dpd.de or by telephone, the recipient is informed where his parcel is at the moment. If the parcel has not yet been delivered or deposited, he has the possibility to redirect the parcel in the way that suits him best.

The delivery vehicle has not moved for a long time. What is the reason for this?

Sometimes it can happen that the delivery vehicle stays in the same place long time. If this has been the case for a long time, please contact our customer service with the parcel number.

Why is my parcel at the parcel delivery centre? What can I do?

Your parcel is currently still at the parcel delivery centre and can't be processed for delivery at the moment.

The possible reasons for this are:

  • There is a delivery problem (e.g. address clarification or misrouting of the parcel), and it is currently being resolved.
  • The parcel can't be forwarded immediately due to a high volume of shipments.

A parcel that is shown to me as "delivered" has not yet been delivered to me. What is the reason for this?

We will be happy to help you find your parcel.

  • Was the parcel perhaps delivered to a neighbour?
  • Is the parcel at the specified safe place, e.g. in the garage?
  • Did we drop the parcel off for you at a parcel shop?

What is a drop-off okay / deposit authorisation?

With a drop-off okay you allow the DPD driver to leave your parcel in a safe place which you specify, for example in the garage.

You can issue a one-time drop-off okay for a shipment in your shipment tracking, or enter a drop-off okay as a permanent delivery preference for all your parcels.

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How can I contact Customer Service?

We will be happy to help you as a consignee.

  • Describe the matter to us in the contact form.  We will get back to you by email as soon as possible.
  • Or call us on +49 6021 150 415.

My parcel can't be located. What should I do?

We will be happy to help you if the tracking system shows that your parcel was delivered, but you in fact have not received it.

  • Describe the problem to us in the contact form. We will get back to you by email as soon as possible after checking the matter.
  • Or call us on +49 6021 150 415.

How can I change the delivery rating?

If you have already given a rating for a delivery, this can no longer be changed. Please note that ratings do not refer to individual delivery personnel and are not connected with them. Instead ratings are evaluated anonymously on a collective basis.

What can I do if I have received a damaged parcel?

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.

Does the DPD customer receive the tip directly?

Your tip will be transferred directly to your account without any deductions from DPD. For him only the usual fees of PayPal are accepted.


 

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