Guidelines for transport damage at DHL Parcel and DHL Small Parcel

Dear Customer,

The goal is to ensure that your order arrives safely and undamaged.

Should transport damage occur, please proceed as described below so that the damage can be properly assessed.

Immediate inspection upon receipt

Please check your package for external and internal damage immediately upon delivery.

If any damage is found to the package or its contents, please follow the steps below.

Procedure in case of transport damage

1) Document the damage

Please take meaningful photos.

  • the damaged packaging (outside and inside)
  • of the damaged contents

Please keep the damaged package including all packaging material, as these documents are required for the damage assessment.

2) Fill out the damage report

Please fill out the official DHL damage form.

You can either use the form included with the shipment or download it via DHL:

[DHL damage report]
Link: https://www.dhl.de/dam/jcr:582dc504-3ad1-43b3-b722-4060607cfc12/dhl- Schadensanzeige -0715.pdf

Regarding the DHL damage report

3) Report at a DHL branch

Bring the complete package, including packaging and contents, as well as the completed damage form, to a DHL branch within the 7-day period .

DHL will inspect the damage and issue a corresponding confirmation.

4) Forwarding of the documents

Please send the following documents by email to:

info@victoriahilbrecht.com

  • Photos of the damage
  • Confirmation from DHL

This information is required for further processing.

Deadline for reporting damage

Transport damage must be reported immediately, but no later than 7 calendar days after delivery, at a DHL branch.

Important instructions

  • A delayed damage report may lead to DHL refusing liability.
  • For proper inspection, the entire shipment is required, including all shipment components and the original packaging.
  • Without the damaged package and the original packaging, DHL cannot acknowledge the damage.
  • For any questions or uncertainties, customer service is available via email.

Thank you for your understanding and cooperation.

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