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.
I have a parcel to return. How can I locate my nearest DHL ServicePoint?
How can I check the opening times of my local DHL ServicePoint?
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.
How should I package my parcel?
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.
Is there a maximum weight and size?
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.
Are there items that I can't send?
No shipment will be accepted for carriage which contains:
- Animals, animal parts, livestock and insects
- Cashiers or travellers cheques
- Cigarettes (tobacco and tobacco products)
- Credit or debit cards
- Firearms (including replicas & imitations)
- Imitation weaponry
- Important documents (passports, tenders, share & option certificates)
- Jewellery or valuable items of wear (including occasional items of wear, designer items such as clothing, watches, shoes & handbags)
- Money orders
- Negotiable instruments in bearer form
- Precious stones or metals
- Radioactive material
- Unprotected furniture
- Weapons, explosives and munitions
Our transit system is not suitable for carrying shipments containing:
- Televisions or other electronic graphical display systems (with screen size exceeding 37 inches)
- Works of art (or similar materials)
- 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:
- Alcoholic beverages
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
Will my parcel be picked up over a weekend?
The DHL ServicePoint will keep your parcel secure for the local DHL Parcel UK driver to collect on the next available working day
Will I get a receipt?
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
How long will it take to get my parcel back to the retailer?
Once we have collected your parcel from the DHL ServicePoint it will typically take 2 working days for the retailer to receive your parcel.
When will I receive my refund?
Please refer to your retailer refund policy for more information or contact them direct.
Who should I contact if I have a query?
If you have a query after you have handed over your parcel please contact your retailer.
What is my DHL ServicePoint receipt number?
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.