The order is delayed or missing. What is the procedure?
If an order is delayed or missing, please reach out to Customer support at [email protected] with all relevant details, the order number, and an explanation of the issue.
Please remember that non-express transit times are an estimate. Please allow at least an additional five days before contacting our customer support.
When CS (customer service) receive a ticket regarding missing, delayed orders, or questions they reach out to our OPS team to investigate. Most of the time OPS needs to reach out to the carrier and wait for their response. Often an investigation will be opened by the carrier to determine if compensation is warranted.
The carrier’s response time can vary in general DHL is quicker than the tracked standard carriers. We do our utmost to chase the carriers, however often it’s not in our hands.
Once the package has been handed over to the carrier it’s the carrier’s responsibility, and therefore if lost and a claim is accepted by the carrier, the carrier will reimburse according to their policy.