What happens if a package is returned by DHL?

If a package is returned to us by DHL, we handle it as follows:

Package inspection

As soon as the returned package arrives at our facility, we carefully inspect it and determine the reason for the return.

Investigation with DHL

In many cases, we open a case with DHL to initiate an official investigation. The outcome is usually received within 5 to 10 business days.

Reasons for return

Packages can be returned for several reasons, for example:

• The recipient was not at home during multiple delivery attempts
• The address was incorrect or incomplete
• The package was not collected in time from a pickup point or parcel locker

Reshipping

If it is determined that the package was returned for one of the reasons mentioned above, we can resend it.

Please note that additional shipping costs will apply.

Contact with you

We will always contact you to review the situation together and determine the best next step.

Updated on: 24/06/2026