Claims

We are sorry to hear that our service did not meet your expectations and an official claim has been filed with DHL Express (Poland) Sp. z o. o. Such incidents take place infrequently and should not reflect our standard quality of service. We hope that the information presented on this site will make contact with DHL easier and also expedite the handling of any potential claims.

Express International Shipments Claims

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Claims should be addressed to:
DHL Express (Poland) Sp. z o.o.
Claims Department
Targowa 35 street
90-043 Łódź

e-mail: reklamacje.int@dhl.com

Documents needed to start international claims handling process:

Claim intervention form

1. Delays claims:

written claim statement or claim intervention form containing a short description of the problem, shipping number, the amount claimed and bank account information

2. Damage, loss or missing contents claims:

written claim statement or claim intervention form containing a short description of the problem, the amount claimed and bank account information
waybill (shipping) number
proof of value of the contents (eg. invoice, produce or repair costs calculation, etc)
“Damage Report”, if applicable – original

DHL standard claim handling time:

10 working days after claim documentation is completed. Handling time may be extended in the case of:
- insured shipment
- complaints concerning the loss of the goods. We explain that, in accordance with Art. 20, paragraph 1 of the Convention CMR goods can be considered lost if it was not released to the person entitled, only after 30 days from the planned delivery date.

Invoice Claims

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To submit invoice claim please use our form

1. Invoice claim may concern:

incorrect price
incorrect invoice payer
incorrect product code
incorrect weight
other not related to the deliveries

2. Documents needed to start invoice claim handling process:

written claim statement (in any form) is required to start the invoice claim handling process. It should contain description of the problem with number of the shipment
any other documents if you find it indispensable/ necessary to consider your claim

3. Offered claim handling time:

10 working days after claim registration

4. Invoice claim status and further proceedings

after considering your claim DHL Express will replay by letter to you. If claim is positively recognized appropriate credit invoice will be enclosed to the written answer
if you lodge your claim via Internet you can check the current status online. Additionally you will receive all updated by e-mail