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Help to the subject of returning parcels

We provide answers to frequently asked questions on the topics of returns and collection requests - for efficient and trouble-free return shipping.

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  • Corona
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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 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.

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.

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. In Germany and numerous EU countries, many shops have to be closed on official orders.

Exceptions to this rule are, among others, food retailers, drugstores, banks, wholesalers, beverage markets, pharmacies, medical supply stores, dry cleaners, building, gardening and pet supplies stores. The regulations may vary in the individual federal states.

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

How is DPD dealing with the Pickup parcelshops in the current situation?

Many DPD Pickup parcelshops are open to customers and parcel consignees. The Parcel Shop Finder will show you which parcel shops are currently open.

In order to guarantee you a secure delivery, at our parcel shops your parcels are also handed over in a contact-free way. The parcel shop employee will document both the ID card check and the parcel hand-over. Until further notice, consignees will no longer sign for the parcel on our scanners.

Are there any restrictions on parcel shipping?

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

Current border closures within Europe do NOT currently apply to the movement of goods.

Nevertheless, delays in international parcel shipping may occur due to border controls. This applies in particular to the movement of goods to Poland, Austria and Italy, where there are considerable bottlenecks and waiting times at border crossings.

In individual regions it is also not possible to deliver or collect parcels due to official directives.

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

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

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 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 making its staff, and in particular all delivery personnel, more aware of appropriate hygiene measures. Personal confirmations of receipt for parcel deliveries have been suspended until further notice. Updated pandemic plans exist for all locations in order to maintain our service even in the event of an increase in corona cases.

 

What specific restrictions apply to parcel deliveries within Germany?

Currently there are no known restrictions on parcel shipping within Germany. All DPD parcel centres are operating at normal capacity. However, local delays and restrictions due to official directives issued at short notice cannot be ruled out.

What specific restrictions are there on international parcel shipping?

However, delays may occur due to border checks. This applies in particular to parcel shipments between Germany and the following countries:

  • France

  • Italy

  • Austria

  • Poland

In individual regions it is also not possible to deliver or collect parcels due to official directives. You can find a detailed list of the postcode areas here.

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

Parcel shipments to crisis areas in China, such as in the Wuhan region, are suspended until further notice.

In addition, many retailers and other businesses in several countries have had to temporarily cease their operations and are unable to receive parcels.

This applies in particular to 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)

  • 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

With effect from 14 April 2020 shops with a sales area of less than 400 square metres have been allowed to reopen. However, larger shopping centres, hairdressers, bars and restaurants will remain closed nationwide. These closures will continue until at least the beginning of May.

Shops in the following sectors are generally opened:

food retailing; food sales; drugstores; pharmacies; shops selling medical products and remedies; health and care services; animal feed sales; agricultural trade; petrol stations; security and emergency products and maintenance; banks, post and telecommunications; delivery services; cleaning and hygiene; public transport, tobacconists and newsagents; maintenance of critical infrastructure and emergency services; petrol stations.

There are currently no general restrictions on parcel deliveries and collections.

A constantly updated list of all postcode areas in which there are currently delivery restrictions due to the coronavirus can be found on the DPD Austria information page: https://www.dpd.com/at/de/support/kontakt/corona-nationale-liefersperren/

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

After the Italian government declared the entire country a lockdown zone, the restrictions are gradually being relaxed. Nevertheless, many shops are expected to remain closed until mid-May. In spite of the restrictions, goods can still be transported to and from Italy at present.

 

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

We are continuing to transport goods to and from France. Necessary operational modifications on the part of DPD France may result in noticeably longer delivery times in some cases. We ask for your understanding in this regard.

This does not apply to parcel deliveries by our partner Chronopost.

France is also imposing massive restrictions on the retail trade and catering.

Restaurants, bars, cafés, discotheques and cinemas are closing, as are most shops. Exceptions are made for grocery stores, pharmacies, banks and petrol stations.

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

We are continuing to transport goods to and from Spain. However, numerous business consignees cannot be reached due to official closures, and a large number of shops have to remain closed.

There are exceptions, especially for food retailing, pharmacies and petrol stations.

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

The United Kingdom government has taken additional measures to contain the spread of the coronavirus. Because of these measures, all non-essential businesses are now closed. As a result all DPD Pickup parcelshops in the UK are temporarily closed, and parcel delivery or collection is currently not possible there.

In spite of this DPD is still delivering parcels as usual in the UK, and goods are still being shipped from Germany. Delays in delivery are possible, however.

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  • Retournieren - Retoure
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Is the return paid?

Whether the return is chargeable depends on the department store to which the return is going. See the FAQs on their site.

How can I send back a parcel?

If the shipper has activated your parcel for a return from myDPD, you will see the return button in the delivery details. Otherwise please contact your shipper.

Can I cancel a return from the ParcelLock box?

The collection of the return can unfortunately not be cancelled after the assignment. If you do not want to return your parcel or leave it in the Pickup parcelshop near you, simply remove the returns from your ParcelLock box. Please note that regardless of whether you have deposited a parcel in your ParcelLock or not, our driver will come by for the agreed pickup.

Can my customer enter the return address for his own returns?

Yes, this is possible with a return. To have the customer enter the return address, under \"return/returns \"- \"Start return\" Select the option I want the customer to type the address data himself. \". Your customer will then receive an email with the link to myDPD. There he can enter the missing data and either print his return slip or load it as a mobile return slip on his smartphone.

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  • Retournieren - Rückholung
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Can my customer enter the return address to his collection request himself?

The order for the collection request is sent directly to the responsible depot. An address entry of the customer is therefore unfortunately not possible.

What is the difference between a return and a collection request?

At a collection request, the shipment is picked up on site. In case of a return, the parcel must be delivered by your customer in one of our Pickup parcelshops.

 

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