Parcel delivery - FAQs
Frequently asked questions
Need some help? Our most frequently asked questions are available to support you.
Who should I contact if I have a query?
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.
What is my shipment number?
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.
Can I track my parcel?
When will my parcel arrive?
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.
What will happen if I am not at home?
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
How can I change my delivery address?
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.
I've received my estimated 1 hour delivery window, can I change this?
Can you notify me when my driver is about to deliver?
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.
I've received a calling card but I was at home?
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.
Can my driver come back today?
The driver will be unable to come back to you today as they may already be outside of your area.
How can I collect my parcel?
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.
Why has my parcel been delivered to a local parcel shop?
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.
How do I collect my parcel from my local parcel shop using my calling card?
The driver will have stated 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 the card reference number is your pick up code. Proof of address and photographic ID will also be required.
I have received a notification from DHL Parcel advising my parcel is ready to collect from my local parcel shop. How do I collect my parcel?
The email or text notification contains 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 will also be required.
How long will my parcel be kept at my local parcel shop?
Your parcel will be held for 10 days at your local parcel shop.
How can I check the opening times of my local parcel shop?
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.
Where does DHL Parcel UK apply a city congestion charge?