DHL ServicePoint Returns - FAQs

DHL ServicePoint Returns - FAQs

Frequently asked questions

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

DHL Parcel UK has a network of over 3,500 ServicePoints across the UK delivering convenient parcel delivery options to consumers.
The company utilises the Pass My Parcel independent retailer network and is currently in the process of taking over the network which is planned for completion in Summer of 2019.

You can search for your nearest ServicePoint on our parcel shop finder page using a postcode, a town or your current location.

DHL ServicePoints are generally open from 7am until 8pm 7 days a week. You can check this by searching and finding your preferred DHL ServicePoint on our parcel shop finder page and this will show you the open and close times as well as accessibility.

Please note that the information is subject change particularly on public holidays.

Parcels should be packed well enough to be transported safely across long distances, potentially being passed through a range of vehicles and warehouses depending on where your parcel is being returned to.

Use a sturdy cardboard box to prevent any damage to the goods inside. If the items inside are fragile, make sure they are wrapped separately. Fill any spaces in the box with polystyrene chips. Seal any openings of the box with layers of tape to ensure the box does not open.

Yes, the parcel should be no heavier than 17 kg and no bigger than 90 x 60 x 40 cm. The DHL ServicePoint are unable to accept parcels which exceed this weight and dimensions.

No shipment will be accepted for carriage which contains:

  1. Animals, animal parts, livestock and insects
  2. Antiques*
  3. Artwork
  4. Bullion
  5. Cashiers or travellers cheques
  6. Cigarettes (tobacco and tobacco products)
  7. Credit or debit cards
  8. Drugs
  9. Firearms (including replicas & imitations)
  10. Flora
  11. Imitation weaponry
  12. Important documents (passports, tenders, share & option certificates)
  13. Jewellery or valuable items of wear (including occasional items of wear, designer items such as clothing, watches, shoes & handbags)
  14. Medicines
  15. Money orders
  16. Negotiable instruments in bearer form
  17. Paint
  18. Precious stones or metals
  19. Radioactive material
  20. Stamps
  21. Unprotected furniture
  22. Weapons, explosives and munitions

Our transit system is not suitable for carrying shipments containing:

  1. Ceramics
  2. China
  3. Fossils
  4. Glass
  5. Pottery
  6. Stonewear
  7. Televisions or other electronic graphical display systems (with screen size exceeding 37 inches)
  8. Works of art (or similar materials)
  9. Items which are made from, or consist of rock (whether igneous, metamorphic, sedimentary or otherwise)

We accept no liability for damage caused to the same.

Unless agreed in writing we will not cover shipments containing:

  1. Alcoholic beverages
  2. Food
  3. Liquids
  4. Paints
  5. Perishable
  6. Plants

An item perceived as having value because of its aesthetic or historical significance. An antique is an item that is collected or desirable because of its age, beauty, rarity, condition, utility, personal emotional connection, and/or other unique features. It is an object that can represent a previous era or time period in human history

The DHL ServicePoint will keep your parcel secure for the local DHL Parcel UK driver to collect on the next available working day

When take your parcel to your local DHL ServicePoint it will be scanned along with the email barcode that you will have received when you booked your return. The shop will then give you a pink receipt showing your unique DHL ServicePoint receipt number

Once we have collected your parcel from the DHL ServicePoint it will typically take 2 working days for the retailer to receive your parcel.

Please refer to your retailer refund policy for more information or contact them direct.

If you have a query after you have handed over your parcel please contact your retailer.

You will be given a pink receipt by your DHL ServicePoint when you hand your parcel over to be returned. On this ticket there is a unique receipt number shown in the bottom right hand corner that will be linked to your parcel for tracking. The receipt number contains 11 alpha numeric characters and will be needed to track the status of your return.