DHL Express
Email Us - Register a Claim for Damage
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Email us to register a claim for total or partial damage of your shipment and a DHL Specialist 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.

For urgent enquiries, contact Customer Service on 199199345. Our opening times are 8am to 7:00pm, Monday to Friday.

Time Limits for Registering a Claim
Time Limits for Registering a Claim
All claims must be submitted in writing to DHL within thirty (30) days from the date that DHL accepted the Shipment, failing which DHL shall have no liability whatsoever. Claims are limited to one claim per Shipment, settlement of which will be full and final settlement for all loss or damage in connection therewith.
Who Can Make a Claim
Who Can Make a Claim
The Claim can be presented by the sender, recipient, payer of the transport cost, and any compensation/reimbursement will be recognized directly to the paying Customer, unless specifically requested otherwise.
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 (receipt or purchase/sales invoice or price list) and any photographs of the contents of the shipment must be uploaded when registering the claim.

Up to 5 files can be uploaded, but the total size must not exceed 5MB. PDF and ZIP files are recommended

DHL's Liability
DHL's Liability
DHL's liability is strictly limited to direct loss and damage to a Shipment, only and to the per kilogram limits in the Terms and Conditions, Section 6. All other types of loss or damage are excluded (including but not limited to lost profits, income, interest, future business), whether such loss or damage is special or indirect, and even if the risk of such loss or damage was brought to DHL's attention.
Compensation conditions
Compensation conditions
The refunded value will be determined on the basis of the General Conditions of Transport or as provided for in the specifications relating to any products purchased (insurance or extended liability)
For DHL's liability conditions and further information, you can consult the following sections:
Your Details
Claimant Details
Shipment Details
Tracking numbers are 10 digits, if different please click here
If you have a reference other than what is indicated, contact Customer Service via phone or chat
Was Shipment Insurance or Extended Liability service 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.
Maximum: 5
Exceeds maximum allowed
Not Allowed
Click the "Browse" button, find and select your file (1 file only, maximum 5MB). Click "Open" and then you will see the selected file name in this form; to confirm please click "Upload".
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