Having Trouble with Your Shipped Package? Here's the Lowdown on Dealing with Delivery Issues
Delay in Expected Arrival of Shipment: Possible Scenarios and Consequences
Got issues with your shipment from DHL or Deutsche Post? No worries, mate! We've got you covered. Whether it's lost, significantly delayed, damaged, or delivered to the wrong location, this guide will show you how to handle it like a pro and ensure you get a fair deal.
Case 1: Package Lost or Not Delivered
If a shipment goes missing, inform the sender, and they'll go about filing a trace order with the post office. Typically, these services will do their best to locate the shipment and deliver it to the recipient. If it's gone for good, they'll need to cover the damage with proof of value.
But if you've purchased something online from a retailer, remember that the buyer isn't obligated to pay for the goods until it's personally delivered. If the shipment doesn't turn up, set a two-week deadline. Should it remain undelivered, you're within your rights to cancel the purchase and request a refund.
Case 2: Package Delivered Significantly Late
As of 2025, the post office has more time to deliver your shipments. Ideally, 95% of domestic letters and parcels need to arrive within three days, and 99% of letters within four days. However, you can't claim damages based on delayed delivery alone. If delays persist with a delivery from a retailer, remember to set a redelivery deadline, or cancel the purchase if the deadline passes.
But if it's a time-sensitive purchase, for example, ordering flowers for a guaranteed delivery date, and it arrives late, you can claim compensation from the sender—even the difference in cost if you have to buy a replacement elsewhere.
Case 3: Package Arrives Damaged
If there's visible damage, report it immediately to the delivery driver. If you expect a fragile item like a vase and suspect damage during transportation, take pictures before, during, and after opening the shipment. These images will come in handy for filing a damage report with the transport company.
Both DHL and Deutsche Post are liable for damages in case the package was adequately packed, and the damage wasn't caused by poor packaging.
Case 4: Package Stolen from the Desired Delivery Location
If you've designated an alternative delivery spot, and the package goes missing, you're not liable. Should the package be delivered, damaged, or stolen, contact the service provider and inform them of the issue.
Case 5: Package Left at a Different Location than Desired
If your package goes astray at a delivery spot not agreed upon by you, you've got every reason to lodge a strong complaint with the service provider. The transport company will take notice and make sure issues like these don't recur in future shipments.
Remember that you are not liable for damages if a shipment goes missing or is damaged at a location not chosen by you. In such cases, the transport company is responsible.
Case 6: Shipment Delivered, but Notification Missing
If the delivery staff fails to leave a notification, start by checking the agreed delivery location, or ask your neighbor. If you still can't locate the shipment, see if the transport company's tracking information provides answers.
Your sender or transport company should make a reasonable attempt to deliver the package, so don't hesitate to reach out to them if delivery details remain unclear.
Case 7: Parcel Service Says They Were There
Discrepancies in delivery information? Inform your sender, who will pressure the service provider to clear up the confusion. If you have a shipment number, you can try reaching out directly to the service provider. However, they're responsible only to their contractual partners.
Remember that in case of a failed delivery attempt, both DHL and Deutsche Post will typically sanction a delivery attempt on the following business day.
Enrichment Data:
- In case of a lost shipment, consumers should file a claim within 30 days.
- Shipping insurance can protect your shipment and provide financial reimbursement in case of loss or damage.
- Good communication with DHL customer service can expedite resolving delivery issues.
- Escalating unresolved issues can involve filing complaints through consumer protection channels or platforms like the Better Business Bureau (BBB).
In the event of a lost or undelivered package, it's essential to notify the sender who will initiate a trace order with the post office. If the shipment isn't recovered, the buyer has the right to cancel the purchase after a two-week waiting period and request a refund.
In the retail industry, businesses are not obligated to pay for goods until they're delivered. However, if a package is significantly delayed, set a redelivery deadline or consider canceling the purchase. In time-sensitive situations like ordering flowers for a guaranteed delivery date, late deliveries may warrant compensation from the sender.
