Frequently asked questions
How can I track my shipment?
You can track your shipment on our website or one of our online portals, using the tracking number or ID your merchant has provided. Usually your merchant or online shop also sends you a link to track your shipment.
Please use the following options to check the status of your parcel.
For shipments sent from Europe, please use our Track & Trace service
For shipments sent from the United States, please use DHL eCommerce United States
For shipments sent from Asia Pacific, please use DHL eCommerce Asia Pacific
If you expect an international parcel sent with DHL Express, please use Express Tracking
In case you received a dedicated link from your shipper please use this link to track your parcel. If you have not received a parcel ID, please contact the sender to ask for the status of your shipment.
What is a tracking number/ID?
A tracking number or ID is a combination of numbers and letters that uniquely identifies your shipment. The ID length may vary from 10 to 39 characters.
Where can I find my tracking number/ID?
In general, your sender, the merchant or online shop is able to provide the tracking number or ID. If you have ordered a product from an online shop, the confirmation email or shipment notification often contains the tracking number or ID.
If not, please contact your sender, merchant or online shop.
Please note that not all shipments have tracking numbers/IDs.
When will my tracking information appear?
You should see tracking events within 24-48 hours after you have received the confirmation by your merchant or online shop. The reason it takes time to see tracking events is because the first event is created once the shipment is handed to us, i.e. once the shipment has departed the fulfillment center of your merchant or online shop.
Why is my shipment status unchanged?
For most shipments, we provide only milestone tracking, which means it may take some time before a new tracking event is displayed. Your package continues to travel to its destination despite the time between the tracking events. Depending on the destination, it could also take time to arrive in the destination country due to the distance and transit time of the selected service.
Your shipment might also be delayed. Delivery delays can be caused by weather events, customs or operational backlogs. In the event your shipment has not arrived within 10 days after the expected delivery time, kindly contact your sender, merchant or online shop. The sender as our contract partner can start an investigation for lost items.
Please also note that some shipments only have limited tracking events in the country of origin and no tracking events in the destination country.
Why is my tracking number/ID not working?
In case your tracking ID is not working, please contact your merchant or online shop. Please note that it can take up to 48 hours after receiving your confirmation, before tracking events become available.
Make sure that you are using the correct tracking box, depending on the origin of your shipment.
Which provider will deliver my parcel?
DHL has a partnership with Relais Colis. International shipments will be collected from the sender and brought into France by DHL. The delivery is then handled by Relais Colis.
Your parcel might also be delivered with the postal provider La Poste in France. If your shipment cannot be found via our partner’s tracking please use the La Poste tracking or have a look at all tracking options.
When will my shipment be delivered?
Once your shipment has been handed over to us by the sender, delivery time is based on the service selected. The sender, merchant or online shop usually indicates the delivery time on its website.
Please keep in mind that delivery times can vary depending on the product/service chosen and origin/destination relation; from 2-3 days for neighboring countries and up to 20 days for countries with long distances.
Delivery delays can result from factors, such as weather incidents, customs or backlogs.
In case your international shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items. Please understand that only the shipper can start an investigation as he is the contract partner of DHL.
Can I change my delivery address?
Unfortunately, it is not possible to change the address once the shipment has been dispatched.
Can I change the delivery day or delivery time?
Unfortunately, it is not possible to change the delivery day or delivery time once the shipment has been dispatched.
My shipment is damaged or the content is missing. What can I do?
All parcels within the DHL Parcel network are delivered in France by our partners. In case of a damaged shipment or missing content, please follow the instructions on our partner's website.
My shipment has not been delivered within the expected delivery time. What can I do?
In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop. The shipper can claim the lost parcel with DHL.
Please understand that only the shipper can file a claim as he is the contract partner of DHL.
Delays of up to 10 days are unfortunately possible due to e.g. weather incidents, customs or operational backlogs.