FAQs – Payment and Billing

Shipment created using a DHL Express account number:

An invoice is only issued once the shipment has been handed over to DHL Express. If the shipment is not shipped, no invoice will normally be generated. In this case, cancellation of the shipment is not required.

Shipment created without a DHL Express account number:

The shipping charge is collected when the shipment is created. If the shipment is not handed over to DHL Express, you can request a refund.

Once your request has been reviewed and approved, the refund is usually processed within approximately one week.

If you paid for your shipment by credit card but did not hand it over to DHL Express, you can request a refund.

Please send your request to rechnung-de@dhl.com and include the following information:

Shipment number (if available)

Proof of payment (e.g. credit card payment confirmation or statement)

Once your request has been reviewed and approved, the refund is usually processed within approximately one week.

If you paid for your shipment via PayPal but did not hand it over to DHL Express, you can request a refund.

Please send your request to rechnung-de@dhl.com and include the following information:

Shipment number (if available)

PayPal payment confirmation

Once your request has been reviewed and approved, the refund is usually processed within approximately one week.

Alternatively, you may use PayPal Buyer Protection to request a review of the payment directly through PayPal.