FAQs – Tracking and Monitoring
| When I track my international DHL Express shipments, why do I sometimes get information for a shipment that is not going to the intended destination? |
DHL periodically recycles shipment waybill numbers for operational reasons. Occasionally this results in information being in our systems at the same time for two shipments travelling under the same waybill number. DHL is working hard to eliminate these occurrences however, in the meantime, please be assured that while this information may be confusing, your physical shipment will be heading to its correct destination and be receiving the same careful attention as every other shipment in our network.
| I have tracked a shipment and been told to contact DHL. Why is this? |
This usually occurs if the information we have is insufficient to track the shipment for you. The address may be incorrect and we require clarification or some additional information may be required. The matter can be resolved very quickly by contacting Customer Service.
| The tracking results are showing that my shipment is going to a different town or city than it was initially addressed to. Why is this? |
The Pickup and Delivery destinations shown on the DHL Express tracking results are based on the destination of the Service Station location providing that pickup and delivery. Please be assured that your shipment is being delivered to the destination provided by you when you completed the waybill for your shipment(s).
| My shipment is showing “Custom status updated” from the destination, even though the shipment just left the country. What does this mean? |
This status provides an indication of the clearance processing from the destination. Please click in to the Further details (+) to open and see additional information available. This checkpoint allows you to see very early if there is additional information required by customs for clearance.
| If I do not have my tracking number, is it still possible to track my shipment? |
Yes, under certain conditions. We strongly advise you to make a record of your tracking number however, if you have the shipper's reference number, you can use our online Shipper’s Reference Tracking service.
| Can I have more time to get to the door when my parcel is delivered? |
If you have accessibility needs that mean you need longer to get to the door, you have the following options:
- Contact Customer Service as soon as you know your tracking number on 0344 248 0012 or Chat With Us and we will let the courier know you need more time.
- Arrange for an alternate delivery option, such as delivering your shipment to a safe location or leaving it with a neighbour. Select the option that works best for you with our On Demand Delivery service.