Compensation conditions for DHL Express
In case of damage
Deadline for opening a complaint
Within 3 days of delivery for domestic shipment or 14 days for international shipment.
Documents to send
- Carrier tracking number of the damaged package.
- Purchase invoice for the goods.
- Photos of the package as it was delivered, showing the damaged goods, the inside of the package, in particular the internal protections and the way in which the goods were wedged, the outer packaging, including a photo with the visible shipping label.
- Total weight for the goods and weight of the damaged goods.
Mandatory reservations
None.
Merchandise compensation amount
- By plane, 22 SDR/kg within the limit of the invoice sent.
- By road, 8.33 SDR/kg within the limit of the invoice sent.
SDRs (special drawing rights) are the global currency issued by the IMF, the rate of which may change. As an indication, 1 SDR = 1.24€ on 03/22/2023.
Case processing times
21 days upon receipt of documents.
In case of loss
Deadline for opening a complaint
Within 30 days of collection of the package by the carrier.
Documents to send
- Purchase invoice for the goods.
Merchandise compensation amount
- By plane, 22 SDR/kg within the limit of the invoice sent.
- By road, 8.33 SDR/kg within the limit of the invoice sent.
SDRs (special drawing rights) are the global currency issued by the IMF, the rate of which may change. As an indication, 1 SDR = 1.24€ on 03/22/2023.
Case processing times
21 days upon receipt of documents.
In case of late delivery
DHL Express' offers are not considered as time-definite offers.