FAQs

There are several options available to customers without a DHL account. At DHL eStore, we accept all major debit and credit cards, as well as PayTM.

Yes.
Shipment insurance is available for all services except for documents sent on the DHL EXPRESS WORLDWIDE service outside the European Union where Extended Liability is offered instead.

DHL operates from Monday to Saturday. Sunday collection and delivery services are not available. Please call customer service to check service availability.

We do offer same day pick-up service on DHL eStore, but this depends on the time you make your booking and the time the courier is in your area. Once you have entered your parcel details on the booking form, you can check the available collection dates and times.
We recommend that you book as early as possible for a same day collection. If this isn't possible, you can book for the next working day or up to 5 days in advance. Please note that pick-ups are made during business hours, Monday to Saturday only.

If you have any comments about DHL eStore, please feel free to send us a review at eStoresupport@dhl.com. We welcome all feedback and suggestions for improvement.

No, manual waybills cannot be downloaded from our site. But you can download an electronic waybill of your online booking.

Please refer to our prohibited items list. Note: For parcels travelling outside the India, there may additional prohibited items specified by the destination country. To check these, click the what can and can't be shipped tab under the How To section.

To amend any part of your booking or to cancel the collection, contact the DHL eStore team as soon as possible.

We realise how important it is to securely store any information that you provide. Our site maintains the highest levels of security and uses high-level SSL encryption technology, the most advanced security software currently available for online transactions. You can therefore be rest assured that we take the privacy and security of your payment and personal details very seriously.
We use Bill Desk for debit and credit card payments; a leader in the provision of secure online payment processing.
To give you even more confidence, our checkout process supports Verified by Visa and Mastercard®. These services protect your existing card account against unauthorised use when you pay with us.

No installation needed, you only need a PC with internet connection, a web browser (Internet Explorer 6.0 or higher, Firefox 4.0 or higher) and a printer.

You need a laser printer to print your waybills and shipping labels. We highly recommend you use a laser printer rather than ink jet to ensure barcode quality on the waybill. Barcodes printed by ink jet printers can cause scanning problems which could result in delivery delays due to additional manual processing. Use a laser printer and you’ll avoid this problem.

If you are unable to print parcel labels, please do not use DHL eStore to make your booking.
There's no need to print anything if you can drop your parcel off at a DHL Service Point - this will be done by the staff in the store.
Alternatively, you can book a collection with customer service.

Contact the DHL eStore team for assistance.

Please do not estimate the weight or dimensions as this may incur extra charges or your parcel being returned. Be as accurate as possible.
Use kitchen/bathroom scales to weigh your parcel and a tape measure or ruler to measure dimensions. For more information, please see our weighing and measuring advice
Note: We automatically re weigh and measure parcels at our service centers before they are dispatched.

DHL is committed to delivering your parcels with speed and care. However, parcels should be packed to withstand the normal rigors of road and aircraft handling and transportation.
Note: DHL accepts no liability for the packaging advice it provides. The customer remains responsible for ensuring packaging is adequate for transportation.

Yes, please call customer service for a quote. Economy and express services are available.

0.5kg (or 500g) is the minimum weight required to get a price quote. We don't have a cheaper price for items weighing less than 0.5kg, so please be assured that you are getting an accurate quote.

You should see tracking events within 24hours after you have received the tracking number/ID. The reason for this time lag is that in most cases the first tracking event only shows up once the shipment has been handed over to us, i.e. once the shipment has left the fulfillment centre of your online shop.

Your shipment may be delayed. Delivery time delays can be caused due to weather incidents, customs, backlogs etc. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or the online shop so that they can start an investigation for lost items.

In case your tracking ID is not working, please contact our customer care.

If for any reason there was a problem with the label you printed, the courier may have issued you with a new label (or waybill).If this is the case, you will need to track on the waybill number provided by the courier, and not the tracking number confirmed to you via email.If you have problems tracking your parcel, please contact the DHL eStore team. Call us on 1800 111 345/ 1 800 200 1345.

You, or a representative, must be present when the courier arrives to collect the parcel. For security reasons, DHL is unable to collect parcels left in 'safe places'. If you are arranging a collection from your office, you can leave your parcel at reception, but someone must be there to hand it over to DHL.

DHL always endeavours to collect your parcel on the agreed date and time, but occasionally we may have difficulties assigning a courier due to circumstances outside our control. For example, a delay may be caused due to adverse traffic or weather conditions.

This doesn't happen often, but it could be because your parcel contains a prohibited item or you haven't printed the parcel paperwork. Please contact the DHL eStore team for advice. If we are unable to arrange another collection for you, we will issue a refund.

The delivery time of your shipment depends on the service level you have chosen. The online shop usually shows the delivery time on their website. Please keep in mind that usual delivery times can vary depending on product type and origin/destination-relation, from 2-3 days for neighboring countries up to 20 days for countries far away.

Delivery time delays can be caused due to weather incidents, customs, backlogs etc. In case your shipment has not arrived within 10 days after the expected delivery time, please contact your shipper or online shop to start an investigation with DHL for lost items.

If you have not received your shipment, please contact your shipper or online shop. If they are unable to provide an updated status of your shipment, please contact our local customer service.

It is possible to change the address only if the shipment is not picked up from the given address. You can contact our customer care to make the changes. Changing the address is not possible once the shipment has been dispatched.

It is not possible to change the delivery day or delivery time once the shipment has been dispatched.

Shipments must be customs cleared. Customs clearance process times differ from country to country and cannot be influenced by DHL. For some countries, duties and taxes may be due. Customs may hold your shipment because they require more information. In this case they will contact you.

Duties and taxes are consumption taxes. Customs duties are levied on certain goods purchased abroad. Value added taxes (VAT) are usually levied in the country where the purchased goods are consumed. Duties and taxes differ per country. Depending on the country, duties and taxes are settled with the post office or the customs office.

If your shipment is not delivered, please contact your shipper or online shop. Please understand that only the shipper can file a claim as he is the contracted partner of DHL.

As a DHL account holder, when creating shipments with DHL Web Shipping you can indicate where you want the shipment to be billed. You can bill to your account, or as long as you are authorized to do so, or bill to a recipient or third-party DHL account.

Yes! This helps you quickly create shipments every time you login. When you register, you can set up frequently used preferences that suit your shipping needs, things like your default package types and courier pick-up preferences. And you can also change and update your preferences easily by editing your profile.

If you can't login after entering your correct email address and password, try our 'Forgot Password' feature to get your password or contact your local DHL office.