FAQs – Courier Pickups
| Can I change or cancel a pickup I scheduled online? |
Yes, but only if it is not within the scheduled pickup time.
Important! You cannot change or cancel the pickup in MyDHL+ if it is already within the scheduled pickup time: Please contact Customer Service at +254 20 7609509/+254 800 600 101 (toll-free).
| Can I change or cancel a pickup I scheduled online? |
No. Please contact Customer Service at +254 20 7609509/+254 800 600 101 (toll-free)
| I have a regularly schedule pickup, but don’t have any shipments to pick up (today or on a specific date). What should I do? |
No Please contact Customer Service at +254 20 7609509/+254 800 600 101 (toll-free)
| What should I do if the courier can’t take a parcel and I was already charged for the shipment? |
This doesn't happen often, but if a courier arrived but could not take the parcel, it could be because it contains a prohibited item or didn’t have the necessary paperwork ready.
- We’ll help you arrange a new pickup or refund.
- Please contact Customer Service at +254 20 7609509/+254 800 600 101 (toll-free) or Email DHL Express
| The courier could not take my shipment because it is too big/heavy for their vehicle. What should I do? |
If your shipment is very large in size or heavy in weight:
- It may require special pickup equipment and a different vehicle.
- Please contact us to schedule your pickup: +254 20 7609509/+254 800 600 101 (toll-free)