Parcel delivery - FAQs

Frequently asked questions

Need some help? Our most frequently asked questions are available to support you.

Firstly, check the FAQ's on this page - many of the most common queries can be answered here.

If you would like to talk to one of our advisors regarding your delivery, please call 02476 937770. Our team are available to help you Monday to Friday 7am - 8pm, Saturday 8am - 6pm. Please have the shipment number and delivery postcode to hand to assist with the enquiry.

There are also alternative ways of making contact via Facebook and Twitter.

The shipment number is the number allocated to your parcel and is typically 14 numerical digits.

If your shipment number contains both letters and numbers, please go online to track.dhlparcel.co.uk and enter your shipment number and postcode.

If you have not been provided with this information, the sender of the parcel will be able to give these details.

If you're waiting for a parcel, you can track the parcel here.

Please refer to our parcel tracker document for an explanation of the status of your delivery.

On the morning of the delivery, a 1 hour delivery window will be provided. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification.

If we have not been provided with this information, you can view the delivery window by going to our track a parcel page and entering your shipment number and delivery postcode.

In the event that your parcel has been sent on a service that requires a signature at the specified delivery address and there is no-one at home, the driver will leave a calling card. Where the sender of your parcel has provided your mobile number or email address, we will send you a notification confirming this.

The card and notification will direct you to dhlparcel.co.uk where using the track a parcel function will give you the options available

This will include one or more of the following options:

  • Leave in a safe place
  • Leave with a neighbour
  • Collect from a Local Parcel Shop
  • Collect from the DHL Parcel Depot
  • Change delivery day

To change to a different address please contact the sender of your parcel who will be able to make arrangements - so helping to keep your parcel secure.

The allocated delivery window cannot be changed, but you can visit track a parcel which will enable you to select alternative delivery options.

On the day of delivery you are able to select to receive a 'You're next' notification when the driver is one stop away, typically 5-15 minutes before the delivery.

This is available either from the link on the 1 hour delivery window notification, or you can opt for this notification by visiting the track a parcel area.

Our driver will make all attempts possible to let you know that they have arrived to deliver your parcel, but sometimes may still miss you.

Please do check the calling card as the driver will leave this to indicate if your parcel has been left with a neighbour, left safe, or to advise that delivery will be re-attempted the following working day. 

The driver will be unable to come back to you today as they may already be outside of your area.

Select either the 'Collect from Local Parcel Shop' (if available for that location) or 'Collect from depot' options from our track a parcel page.

The collection will be from the next working day. Once you have selected your option, the page will display the address, opening times, directions and list identification that can be used to take with you.

We really wanted to hand deliver your parcel, but as you weren't in and we were unable to deliver to a neighbour or leave somewhere safe, we have delivered to your local parcel shop. This has been instructed by the sender of your parcel to ensure you receive your parcel as quickly as possible.

The driver will have highlighted the address of your local parcel shop on your calling card. If you wish to collect your parcel today, please check that your parcel has been received by the parcel shop by tracking the delivery on our track a parcel page. Alternatively you can collect from the following day.

When collecting your parcel, please make sure you bring the calling card as you'll need your card reference number. Proof of address and photographic ID may also be required.

The local parcel shop will require the card reference number that is printed on your card as this is your pick up code. To have the pick-up code sent to you enter your shipment number and your delivery postcode on our track a parcel page. You will then be able to enter your contact details for your pick up code to be sent to.

You will also be able to view the details of your local parcel shop including opening times and directions.

The email or text notification from Pass My Parcel will contain your pick up code. When collecting your parcel, please make sure you bring the notification as you'll need your pick up code. Proof of address and photographic ID may also be required.

Your parcel will be held for 7 days at your local parcel shop and you can collect your parcel at any point.

Enter your shipment number or calling card number, and your delivery postcode on our track a parcel page. You will then be able to view the details of your local parcel shop including opening times and directions.

The local parcel shops are generally open from 7am until 8pm 7 days a week.