Help on the subject of receiving parcels
Here you will find questions and our answers relating to the subject of sending parcels: from initiating the shipping order via the maximum permitted weights and dimensions for DPD parcels right across to our parcel tracking function.
We give every parcel its own parcel number. You can use this number to track your parcel in the Parcel Navigator or in our app, and if necessary change the delivery to a different day or place.
As an online shipper you will find the parcel number in the order archive and in the confirmation of order in your mailbox. If you have bought a parcel label at a Pickup parcelshop, you will find the parcel number on the receipt.
As the consignee for a shipment you will as a rule receive an email with the parcel number. If we don't locate you at home when we make the delivery you will also find the parcel number on the parcel notification card which is left in your letterbox.
In order to redirect your delivery to a different place or day, you enter your parcel number in the Parcel Navigator or in our app. After that you can select the option for when and where we make the delivery.
As a rule domestic parcels are delivered within two days from the start of the order. In the case of international parcels the delivery time depends on the country of destination. You will find all the information about your parcel in the Parcel Navigator and the DPD App.
For business customers the delivery times for international parcels are displayed in our Delivery-time calculator.
As the consignee you decide when and where we deliver the parcel. In the Parcel Navigator or in the DPD app you can choose from five 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 neighbour, and confirm your selection.
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.
We use calendar days when we refer to delivery times or delivery dates because – in contrast to working days – they include every day of the year. It enables us to communicate dates to you clearly and avoid misunderstandings in the event of contradictory definitions.
In connection with returns, there are cases in which we provide you with the possibility of returning DHL or Hermes parcels with DPD and the other way round. Please note that this is only possible if the parcel label displays the logos of other service providers to the DPD logo and this has been approved by the consignor.
It's very important to apply the parcel label correctly when you send parcels. Your parcel label or return label should always be applied to the largest surface of the package, where it can be clearly read. In addition you should not use parcel labels which are crumpled or difficult to read.
If you provide us with a deposit okay you can take delivery of parcels at any time, even if you aren't at home. In this case you specify where we should deposit your parcel, for example in the garage or carport.
If you wish to provide a deposit okay for all your future parcels, you sign into the Parcel Navigator or the DPD app, and indicate the desired location for the deposit, e.g. the garage or carport, under your 'Preferences'. When you fill out the online form please make sure that the deposit location you specify is described briefly and clearly, is located at the delivery address, is secure and not mobile. In addition the deposit okay can't be used as an authorisation form for other persons. For this purpose you should download our authorisation form, or use the back of the parcel notification card which we leave in your letterbox if we fail to locate you at home.
For downloads on this subject please see:
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 the Parcel Navigator 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 the Parcel Navigator, in our app, from the delivery email in your mailbox or from the parcel notification card in your letterbox.
We deliver parcels to the Pickup parcelshop which the consignor specifies in the shipping order. If the consignee specifies in the Parcel Navigator or in our app that the parcel should be delivered to a different Pickup parcelshop, we will follow these instructions. The parcel tracking function or the delivery notification you have received by email and/or SMS will show you where we have delivered or will deliver your parcel.
Our Pickup parcelshops are integrated in stores and are therefore dependent on the relevant opening times. In our Pickup parcelshop Finder you can find the DPD shop in your neighbourhood and see what its opening hours are. If your local Pickup parcelshop doesn't stick to the indicated opening hours, you are welcome to send our team an email.
Our Pickup parcelshop Finder will enable you to find DPD shops in your area. Simply enter your location or postcode into the search function in order to find out the name, address and the opening times of the stores. Our top tip: if you share your location with us in our app your local Pickup parcelshop will be displayed to you automatically.
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 DPD shop we always choose the one closest to the place of delivery. However, in the process it can happen that as the result of an individual decision a Pickup parcelshop is selected which may not be your first choice. In order to avoid such misunderstandings, you are requested for future parcels to enter your preferred redirection location in the Parcel Navigator or in our app.
You will receive a double-sided parcel notification card whenever we can't locate you at home when we make a delivery. On the "Sorry we missed you" page we note either the option you have chosen in the Parcel Navigator or in our app, or the Pickup parcelshop to which we have delivered your parcel. In addition, in the bottom section we request you to arrange for a new delivery or inform you that we have been unable to locate you on several occasions and that the parcel will be returned to the consignor. If you are unable to read our remarks or wish to arrange a new delivery, you should please use the parcel number which appears on the right in the Parcel Navigator or in our app. There you can also read the name, address and opening times of the DPD shop. You can use the back of the card "Your parcel is waiting for you" in order to authorise someone else to collect the parcel for you.
There are no facilities for consignees to pick up their parcels directly from our depots. However, if you wish you can have your parcel delivered to a Pickup parcelshop and then collect it from there. Within the regular storage period for the parcel you can also arrange for delivery on a different day or to a different address. In addition you can also provide us with a deposit okay, enabling us to leave your parcel in a secure place of your choice.
All options at a glance on www.paketnavigator.de.
ParcelLock is a locking system which can be integrated in any kind of parcel box or other parcel container. The code-based opening mechanism enables multiple opening and closing of the container, which means that on any given day shipments can be placed inside the container by various service providers. In addition it also enables the sending of parcels and return shipments, which means that you can conveniently receive and ship parcels with your parcel box even if you aren't at home.
You can use the ParcelLock system for sending and receiving your DPD parcels. In order to use your parcel box for shipping with DPD, you first register at parcellock.de with your name and address, and authorise DPD to access your parcel box. After that you register your ParcelLock ID in your DPD Web Parcel settings. After the linkup has been established you are provided with the options: "Collection from ParcelLock" and "Return from ParcelLock" for any shipments or returns you wish to be collected from your parcel box.
In order to receive parcels in your parcel box you provide DPD with an authorisation to deposit in your ParcelLock user account. Once this is in place we will from then on deliver all your parcels to your ParcelLock box.
Please keep in mind the delivery preferences you have registered at paketnavigator.de or in the DPD app, e.g. delivery to a different address or to a Pickup parcelshop.
We regret that at present you can only send a single parcel from your parcel box. Please note that a pickup will not be possible if your ParcelLock box contains more than one parcel.
If you wish to use your parcel box for sending or returning parcels with DPD, you need to link the box with your Parcel Navigator or DPD App account. After the link has been created the online portal displays the options: "Collection from ParcelLock" and "Return from ParcelLock". If you have set the link but the options are still not displayed, please check your settings in the Parcel Navigator or DPD App (Profile).
Rating & complaints
After you have received your parcel you can rate our delivery service in the Parcel Navigator or in our app. Simply enter your parcel number and give the service a maximum of five stars. In addition you can, with selected delivery personnel, provide a digital tip on PayPal with just a few clicks of the mouse. We look forward to receiving your feedback!
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.
You can conveniently give our delivery personnel a tip online, if you are not at home when the delivery is made. Simply give your rating for our delivery service and then select the amount which you wish to transfer to the delivery driver on PayPal. Please note that not all drivers have created a free PayPal account, and that the option of giving an online tip is not available for every individual driver.
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.
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.
If you would like to get in touch with us in person, simply use our contact form.