Although the vast majority of parcels sent arrive at their intended destination on time, occasional delays can occur for several reasons. Poor weather, closed airports, terrorist alerts, Customs delays, incomplete delivery addresses, etc, can play a part in any delivery.

Generally speaking, guarantees for delivery by a specific date/time are rarely given. Even when they are given, due to the host of factors that are outside any parcel delivery company’s control (as mentioned above), a late delivery is unlikely to qualify under the conditions of compensation. People are often misled by apparent promises of guaranteed deliveries. We advise you to check with any company as to what the guarantee actually entails and determine for yourself if it provides any real assurances.

We are unaware of any company who can genuinely guarantee a shipment arrival by a certain date/time. Guaranteed services such as ‘All of Europe Next Day – Guaranteed’ do not necessarily mean what they imply. What is typically omitted is that these guarantees only apply when there is an 'unreasonable' delay. This most often means that if the delay is out of their control - e.g. delays due to Customs, weather, traffic congestion, terrorism, airline strikes, airport closures, etc, you may not be entitled to any refund.

Although the vast majority of parcels can be delivered to the door of worldwide addresses, some countries have a door to airport only service. In these regions the consignee may have to present themselves to either Customs or the local DHL office to take possession of their consignment. These countries may include: Anguilla, Antigua, Armenia, Barbados, Belarus, Bosnia and Herzegovina, Brazil, Burkina Faso, Cuba, Dominica, East Timor, Lebanon, Russian Federation, Liberia, Libya and Macedonia.

Please note that proof of deliveries cannot always be provided from some remote areas

Important Note

Please be aware that if for any reason your delivery cannot be completed due to incorrect information, restricted or Prohibited items, or refusal by the receiver to accept the consignment or to pay any applicable Customs charges, the shipment will be either returned to the sender, at their expense (including any duties and taxes that may have been incurred), or destroyed. Our parcel delivery systems are highly automated and as such we cannot track or monitor every single shipment going though our services, so you are strongly advised to regularly check the tracking details of your delivery and to contact us as soon as delays or issues occur. Please also note that there is only a certain length of time our agents or Customs authorities will hold consignments before they are either automatically returned or destroyed, dependent on the country in question.

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• Prohibited items
• Personal effects
• Parcel delivery