Thousands of parcels are sent with DHL every day. But not all of them always arrive. If this happens to you, you can go ahead and investigate. This will help you find out exactly where your package is or whether it has been lost. You can find out under what conditions you can place such an order and how exactly it works at all here.
Who is commissioning the investigation?
If, as the recipient of a lost package, you want to place an investigation with DHL, you will find that this is not possible for you at all. Because only senders can report the loss of a package and start an investigation . This is because the sender has paid the parcel postage and is therefore the contractual partner of the parcel service. In addition, the sender receives a posting receipt, which is required if an investigation is to be made. The investigation can only be given 6 days after the last update of the shipment status, as occasional delays of parcels are not uncommon.
As the recipient, you have to contact the sender if your package has not arrived. This then takes care of the investigation.
How to place an investigation with DHL
As already mentioned, an investigation order can be placed if the shipment status has not been updated for at least 6 days. Please note, however, that sometimes parcels are transported further without this being visible in the shipment tracking.
You can start an investigation at DHL under the following link: https://www.dhl.de/content/dpks/de/formulare/module/nachforschung-einschreiben-paket.html . You have to enter the consignment number and the date of delivery necessary. You can find this on the posting receipt that you received when you sent the package. Therefore, make sure that you always have such a receipt so that you have proof in an emergency and do not have any problems completing the inquiry. You will also need proof of the value of the items sent so that if the parcel does not reappear, a replacement can be provided by the parcel service.
As soon as the order has been placed, DHL takes care of finding the last whereabouts of the package. It can take up to 4 weeks it will take time for you to receive more information from the parcel service. Feel free to ask DHL in between about the status of your investigation. Also save the shipment tracking data, for example in a screenshot, as this will be deleted after about 3 months and will no longer be accessible to you..
What happens in the event of damage?
Most parcel services, including DHL, insure your parcels up to a maximum of € 500. If a package is lost, DHL will be liable and will reimburse the injured party for the insured value. However, this only applies to packages. Parcels are not insured, so you have to bear the costs in the event of damage.
If you send expensive items that exceed the value of € 500, you can increase the sum insured to € 2500 for an additional € 6. If you have sufficient evidence of the value of the items sent and the sum insured, DHL is liable and pays you the costs incurred.