As a logistics service-provider, we take the greatest care of your shipments. However, we recognise that despite our best efforts, thing can sometimes go wrong and a shipment could go missing. In this event, it is useful to know in advance how to proceed.
What do I do if my shipment is missing?
If your shipment is not delivered to the recipient, we kindly ask you to contact customer service on +31 (0) 88 - 0552 000. Our staff will start an investigation to locate your shipment.
What should I do if my shipment is damaged?
If your shipment is damaged upon delivery, you must first write 'damaged shipment' on the driver's hand terminal when you receive the shipment. You are thus signing for receipt but noting that it has been delivered damaged. Please see below to find out how you can submit a claim for a damaged shipment.
If the damage to the shipment is not visible upon receipt, and you only discover it later , please report this to customer service. Any damage that is not immediately visible must be reported within 30 days .
How can I submit a claim?
You can submit a claim in 2 steps:
Step 1: Gather general information
In order to process a claim, we will need the following information:
- Shipment number and/or file number.
- Copy of purchase or sales invoice for the missing or damaged goods.
- Weight of missing or damaged goods.
- In the case of a damaged shipment: photos of the damaged goods, with the damaged packaging.
- IBAN-number, BIC-code, the address and the bank account name.
Step 2: Email your claim with the corresponding information
Your claim will be processed within 10 working days of receipt. We kindly ask you to email the claim in PDF format to NLCSExpressClaims@dhl.com.
DHL Express also has a brochure that gives details of how to proceed if something goes wrong with the shipment.