Frequently asked questions


Need some help? Our most frequently asked questions are available to support you. If your query isn't answered here then please get in touch with our customer service team who will be able to assist.


You are able to speak to one of our customer support advisors on Live Chat between 07:00am – 22:00pm Monday to Friday.

You will see a yellow live chat icon on the bottom right of this page when an advisor is available to chat.

Please note that the Live Chat box will only appear when an advisor is available to speak.

If the Live Chat box doesn’t appear between customer service opening hours, it’s because they are busy speaking to other customers. However, you can still get in touch by clicking the 'Email Us' button.

Please note that Live Chat is not available on Saturdays or Sundays.

Customer Service opening hours:

Monday – Friday

07:00am – 22:00pm

Saturday – Sunday

Not available

Unfortunately we don’t have a telephone number for you to contact us on but we offer lots of other ways for you to get in touch.

You are able to speak to one of our customer support advisors on Live Chat between 07:00am – 22:00pm Monday to Friday. You will see a yellow 'Chat to our team' button on the bottom right of this page when an advisor is available to chat. If an advisor isn't available, an 'Email us' button will show. Our customer service teams endeavour to get back to you within 3 working hours, but if your query is sent out of hours, we’ll respond during opening hours.

Alternatively you can send our customer service team a message:

Send us a Facebook message

Tweet us

Customer Service opening hours:

Monday – Friday

07:00am – 22:00pm

Saturday – Sunday

Not available

We are sorry to hear your parcel hasn't been collected. Please get in touch with our customer service team to arrange a new collection date.

You can speak to our customer service team by clicking 'Chat to our team' or 'Email us' in the bottom right hand corner of this page. Our customer service teams endeavour to get back to you within 3 working hours, but if your query is sent out of hours, we’ll respond during opening hours.

Alternatively you can send us a message on social:

Send us a Facebook message

Tweet us

Customer Service opening hours:

Monday – Friday

07:00am – 22:00pm

Saturday – Sunday

Not available

To check the status of your parcel including delivery times and dates, please click here and enter your shipment number, card number or reference number. Here you’ll be able to see booking information, the parcel’s journey and you’ll even be able to rearrange the delivery.

If you don’t have a valid shipment or reference number, please contact the person or company who sent you the parcel. Failing this, you can use the 'Chat to our team' or 'Email us' buttons at the bottom right of this page, stating as much information as possible including full name and delivery address.

To track international Worldwide Air orders: please use this link here

Please note, you will be taken out to an external link. It can take a few seconds until your tracking information is found. Once your order is found, click 'Details' and you will be able to see the status of your parcel at each stage it has been scanned.

Once your booking has been placed, you will be given a unique tracking number in your order confirmation. The tracking number will also be shown on the booking manifest which the collection driver will leave with you.

All our parcels are tracked throughout their journey and can be viewed online following the collection of your parcel.

To check the status of your parcel, including delivery times and dates, please click here and enter your shipment number or reference number . Here you’ll be able to see booking information, the parcel’s journey and you’ll even be able to rearrange the delivery.

*If you don’t have a valid shipment or reference number please contact the person or company who sent you the parcel. Failing this you can contact our customer services team using the "Chat to our team" or "Email us" button at the bottom of this page. Please provide as much information as possible including full name and delivery address. 

 

To track international worldwide air orders: please use this link http://dhlparceluk.trackmyparcel.info/

**Please note:

  • You will be taken out to an external link
  • It can take a few seconds until your tracking information is found
  • Once your order is found, click 'Details' and you will be able to see the status of your parcel at each stage it has been scanned.

In the unfortunate case of needing to make a claim or request a refund for a damaged, lost or delayed delivery, please log into your account here and click on the ‘contact us’ tab. Please fill in the contact us form selecting the enquiry type, whether it’s a claim or refund enquiry. It will then ask you to include the consignment number, order number, delivery postcode and details of your enquiry. This information will be sent to our customer service team where we will be back in touch as soon as it has been investigated.

For any more information regarding a claim or a refund, please see our terms and conditions

If you wish to cancel your order this must be done 24hrs before the collection date by using the "Chat to our team" or "Email us" yellow buttons on the bottom right of this page.

 

Unfortunately, there isn’t a telephone number for you to contact us on but we offer lots of ways for you to get in touch. Our customer service teams always endeavor to get back to you within 3 hours but if your query is sent to us out of hours, we’ll respond during opening hours. 

 

We also offer customer support on Twitter & Facebook, so you can also Tweet or inbox us there.

 

Monday – Friday

07:00am – 22:00pm

Saturday – Sunday

Not available

Unfortunately unforeseen circumstances outside of our control can cause deliveries to be delayed. The most common reasons for deliveries to be delayed are:

  • International parcels can be delayed at Customs if the wrong information or not enough detail is given 
  • Inclement weather, such as flooding or snow
  • Incorrectly packaged parcels (see our Packaging Guide for advice and tips)
  • Under-declared weight or size
  • Parcels wrapped in black plastic which our machines are unable to process 

To see if your package has been delayed please go to our homepage and enter your shipment number or reference number in the ‘Tracking your parcel’ box.

For more information about delayed deliveries please click here to see our terms and conditions.

If you have either shipped or you're waiting to receive an international item then you can use our tracking link below. This link will only work for orders sent using our 'International Air Service' .

Please note:            

  • You will be taken out to an external link
  • It can take a few seconds until your tracking information is found
  • Once your order is found, click 'Details' and you will be able to see the status of your parcel at each stage it has been scanned.

http://dhlparceluk.trackmyparcel.info/

Unfortunately we don’t offer the ability of choosing a time for parcel collection. However a free 1-hour collection window will be sent to you by email on the morning of the collection, so you don’t have to wait in all day. Alternatively the parcel can be collected from a safe place (such as in the porch or with a neighbour) which can be stated when completing the booking form at no extra cost (this option is not available when sending parcels internationally).

To send a parcel within the UK please click here

To send an international parcel please click here

We have over 50 depots nationwide; please check the local depot page of our website for your nearest drop off depot. Just enter your postcode and hit search.

If your believe your delivery has been lost or missing please get in touch with us as soon as possible. You can get in contact with us by clicking the 'Chat to our team' or 'Email us' button at the bottom right of this page.

For lost consignments, you must report the loss within 14 calendar days of the due date. We will then send you  a form, which you must fill in accurately and completely and return to us within 28 calendar days of us sending out the form. We may ask to see evidence of the value of the item in order to help us investigate your claim.

For any more information regarding a lost delivery please see our terms and conditions

Depot drop-off is a convenient way to send your parcel through ipostparcels. When sending your parcel – simply drop it off at one of our 50+ depot locations instead of having it collected from your address. You can even save yourself an extra £1.30 by doing so.

For your nearest drop off depot, please check the local depot page of our website.

When completing an invoice for international deliveries, please ensure: 

  • The invoice is typed and not handwritten. 5 copies will print out with your label. If you experience any difficulties with this, please contact us using the yellow button on the bottom right of this page.
  • The invoice states the full shipper's/ exporter's name and address. In most cases, this will be your details.
  • There is an itemised list of what is being sent and a value for each item with a total.
  • All invoice images are of good quality and can be used by the destination's customs.
  • All sections of the invoice are completed.
  • All details on the waybill (label) & invoice match.
  • If you are VAT registered and are sending the parcel outside of the EU, it must be EORI registered with HMRC. You will need to  contact the HMRC helpline on 0300 200 3700 who will be able to direct you regarding the registration process.
  • If you are not VAT registered or a business you will need to enter GBUNREG on the invoice as the VAT number
  • The invoice must state a buyer with a Norway/ Switzerland address with full name (Initials are unacceptable).
  • For parcels being sent to Brazil, the Cadastro Pessoa Fisica (CPF/ Tax ID) is typed on the invoice in the consignee/ recipient's details section.
  • All copies of the invoice are securely fixed to the parcel.

Failure to comply with these requirements may result in unnecessary delays and/ or the return of the consignment at an extra cost which will be beyond our control.

More information regarding invoices can be found here

Once your order has been confirmed it is not possible to make any amendments.

If you then wish to cancel your order this must be done 24hrs before the collection date by using the 'Email us' or 'Chat to our team' buttons on the bottom right of this page. Our customer service teams always endeavor to get back to you within 3 hours but if your query is sent to us out of hours, we’ll respond during opening hours.

 

We also offer customer support on Twitter & Facebook, so you can also Tweet or inbox us there.

 

Monday – Friday

07:00am – 22:00pm

Saturday – Sunday

Not available

Please send the details of your complaint to us, using either the 'Email us' or 'Chat to our team' buttons at the botton of this page.

To ensure that your parcels are delivered as smoothly as possible please take note of the packaging guidelines shown to help prevent damage in transit. Basically it's as easy as 1, 2, 3:

  1. Wrap each item inside the parcel individually;
  2. Protect the contents with a strong container;
  3. Seal the container with strong tape.

NOTE: Do not use black plastic wrapping; it cannot be processed through automated sorting machines and will result in delays to transit times.

For International orders, you can find more information on our How to package your item page.

Packaging guidelines

Packaging your items well will help to protect them from damage in transit:

1

Individually wrap each item going in the parcel.

Gift wrapped packages

Tip: Bubblewrap and tape protect fragile items if wrapped tightly before placing in a box or container.

2

A strong outer container or box will help protect the contents.

A strong outer container or box

Tip: Use polystyrene fill or crumpled newspaper to fill up any extra space in the box to reduce movement.

3

Use strong tape to seal the container or box and make it secure.

Strong tape to seal the container or box

Tip: Seal along the openings of the box or container and all the way around any seams, ideally using strong tape of 40-50mm wide.

Don't forget to securely attach the address label on the outside of the box or container at the top.

Every care is taken to ensure your parcels are handled correctly. However, standard transit knocks do occur on the back of moving vehicles and on the conveyer belt system, therefore, internal protection and a strong box is mandatory in order to be covered for damage on our services.

We strongly suggest polystyrene protection for heavier items.

There are a number of types of goods that are not permitted to be sent through the ipostparcels service, they include:

  • Perishable foods
  • Weapons/explosives/munitions
  • Liquids/Liquid Cosmetics
  • Perfumes/Aftershave
  • Aerosols
  • Liquids
  • Paints
  • Breakables
  • Animals/animal parts/livestock and insects
  • Baby Milk (to China Only)
  • Biological Samples
  • Dangerous Goods
  • Firearms including replicas and imitations
  • Fire Extinguishers
  • Hazardous Goods
  • Human Remains
  • Infectious substances
  • Lighter fluid and Matches
  • Cosmetics & Make Up
  • Bullion
  • Credit/Debit cards

Our handy guide found below will help you know the items that are prohibited:

UK Prohibited Items

International Prohibited Items

We advise that you should always read our terms and conditions before sending your parcel, please click here for more information.

All customers are required to print their own labels after they have completed their domestic or international delivery bookings. Unfortunately, ipostparcels does not offer a ‘print my label’ service.

Once you have completed your delivery booking and are on the ‘order confirmation' page, you will see a ‘print labels’ button. This opens up a pdf link with your parcel delivery label. You will then need to print off your label and affix to your parcel before it is collected by one of our drivers or dropped off at your local depot.

Please note: Labels can only be printed up until the item is collected or dropped off at depot. Please log onto your account and go to the consignments tab in order to reprint.

As standard, we offer £25 free contents cover on all parcels sent within the UK and £50 free contents cover on international parcels. If the value of your contents is more than what comes as standard, then we offer extended cover of up to £1000 for both domestic and international deliveries. This option can be selected on the booking form when booking with us.

To extend the liability cover to your parcel please click here

To extend the liability cover on sending a parcel internationally please click here

On the morning of the collection, you will receive a text message and email notification. This will include a 1 hour collection window when the driver will collect your parcel so you don't need to stay in all day.

If you have forgotten your password for your ipostparcels account, simply click here. This will prompt you to enter your email address to reset your password. You will then receive a temporary password by email which will let you log in and change your password.

Forgotten your password? Please click here

We have made some changes to our privacy notice and terms and conditions, in line with new GDPR regulations. These include:

  • Clarity on what data we have, how we use it, why we need it and who has access to it
  • Updates to the choices you have over how we use your data.
  • New details of who to contact if you have any concerns.

You can read the full privacy notice here

You can read the full Terms and Conditions here

If you have any more questions on what details we hold on you or if you want to be forgotten, please email our Data Protection Officer DataProtectionOfficer@dhlparcel.co.uk


Send our customer service team a message

Available Monday to Friday - 7am until 10pm to answer any queries you may have.


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