Email Us - Register a Claim for Damage
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Email us to register a claim for the total or partial damage of your shipment and a Claims representative will be in touch within 1 working day.
Email us to register a claim for the total or partial damage of your shipment and a Claims representative will be in touch within 1 working day.
To ensure that we can investigate your claim effectively, please read the following information before registering your claim.
Time Limits for Registering a Claim
Time Limits for Registering a Claim
  • All claims for loss or damage must be registered within 30 days of the shipping date.
  • For shipments covered by the Money-Back Guarantee (Express 9:00, Express 10:30, Express 12:00), claims must be made within 14 days of the shipping date.
Who Can Make a Claim
Who Can Make a Claim
  • In almost all situations it is only the shipper that may make a claim. The “Shipper” is the person who agreed to the Terms and Conditions of Carriage. The Shipper must complete the claim form.
  • Claims for international inbound shipments to the UK (unless billed to a DHL UK account) will need a release of rights from the DHL origin and the Shipper before the claim can be processed in the UK. DHL will gain that release.
  • DHL reserves the right to remunerate any associated carriage charges to the claimant’s DHL account, wherever applicable.
Evidence of Damage
Evidence of Damage
  • For all damage claims, proof of value is required for all the shipment contents.
  • All damaged items and packaging MUST be retained in the original shipping container at the receiver’s location in order that DHL, or an appointed loss adjuster, may make inspection.
  • Proof of value documentation and photographs of the shipment packaging and contents should be uploaded when you register your claim.
  • Up to 5 files can be uploaded, but the total size must not exceed 5MB. PDF and ZIP files are recommended.
Consequential Loss
Consequential Loss
DHL shall not be liable in any event for any special, incidental, or consequential damages, including, but not limited to loss of profits, income, interest or future business, whether special, direct or indirect and even if DHL had knowledge that such damages might be incurred at any time.
Claim Amount
Claim Amount
If you are a manufacturer or supplier, the amount of the claim should be for the wholesale or manufactured cost (i.e. your cost), not the retail value of the item.
Please refer to our Claims Guide for further guidance.
Your Details
Claimant Details
Shipment Details
Tracking numbers are 10 digits. Tracking number not 10 digits?
Was Shipment Insurance or Extended Liability purchased?
Claim Details
Tell us about your shipment, including a detailed description of the contents, their value and a description of the packaging. For partial damage, please specify which items have been damaged.
Type of Claim
Supporting Documentation

Please upload photographs of damaged contents, damaged packaging, evidence of value such as invoices or receipts and any photographs of the contents prior to shipping.

Click Browse to find and select your files (maximum 5 files, total file size no more than 5MB). Click Open and then Upload File.

Maximum: 5
Exceeds maximum allowed
Not Allowed
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