Complaints

We are very sorry our service has disappointed you. We will make every effort to prevent this situation from reoccurring.

If you want to make a complaint read the practical information on the documents necessary to process it.

Late delivery:

  • a written claim statement with the reference number of the consignment note,
  • an original or a copy of the consignment note,
  • amount of the claim,
  • the bank account number.

You can report a complaint on our website fast and easy.

Claims could also be addressed to:
DHL Parcel Polska Sp. z o.o.
Claims Department
35 Targowa Street
90-043 Łódź

The set of documents required in the case of a complaint related to the loss, damage to or missing parcel contents:

  • A written claim statement with the reference number of the consignment note with the amount of the claim and the bank account number.
  • The consignment note (the copy left by the courier).
  • The shipping damage report (the copy in the possession of the aggrieved party).
  • A document confirming the amount of damage (a purchase/sale agreement; an invoice / a bill of sale / a sales receipt).
  • An original cost document for the product manufacturing costs prepared by the manufacturer or the repair bill / calculation of the repair costs / invoice for repair.
  • In the case of insured parcels: a purchase document or a product manufacturing document is required.

You can report a complaint on our website fast and easy.

Claims could also be addressed to:
DHL Parcel Polska Sp. z o.o.
Claims Department
35 Targowa Street
90-043 Łódź

Questions about complaints

Yes, you can make a complaint about our service when it has not been completed on time.
DHL is responsible for any loss resulting from the delay in delivery. In the case of DHL PARCEL 9 and DHL PARCEL 12 services, the payer is entitled to compensation amounting 100% of the basic fee. In the case of other transport services the payer is entitled to compensation up to 50% of the basic transport fee according to the price list valid on the day the parcel was sent or the day the agreement with DHL was concluded, providing the delay was longer than one day.

If the situation as specified above occurs, and the parcel has not been delivered due to the fault of DHL, report this fact to the DHL Parcel Customer Service Department using our form.

In the situation as specified above use our form. In response to your report our courier will come to you to compile a shipping damage report.

Damage must be reported within 7 calendar days from the delivery date using our form.

Expected handling time is 10 business days from the day of complaint registration. In the case of insured parcels this time can be longer.

We offer the possibility of using e-mail notifications about the parcels which have not been delivered for reasons beyond our control. This service can be activated on our website.

+ 48 42 6 345 345

The hotline is available:
Monday - Friday: 07:00 - 20:00
Saturday: 08:00 - 16:00