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You must first check that the item was covered by DHL's liability, full details
of all the items prohibited and sent at your own risk are found within our help
section here.
If your item is not on the exclusion list, we are able to submit the claim to DHL
on your behalf, we require ALL of the following within 7 days from when the item
was collected.
All claims are to be sent to
.
Any claim sent to us without ALL of the following will not be processed:
- Parcel reference no i.e. PPP XXXXXX1034 and the DHL parcel reference such as JD2298XXXXXXXXXX;
- Photos of the damage-that is the damage caused to the box and the item itself;
- Photographic evidence of the inner packaging;
- Photographic evidence of the damaged item;
- Make and model number of the damaged item;
- Proof of value invoice (a screenshot is sufficient if paypal or a valid word, excel
invoice showing the cost without profit);
- Notification if the parcel was signed for as damaged.
The claims process does take a long time (8-12 Weeks) and all the evidence is required
to complete any claim, therefore we must adhere to the strict guidelines above.
In order to process a claim the following are needed:
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