There are various reasons why you might experience this. For instance, the recipient may refuse to pay any applicable tax/duties on the parcel.

We will attempt to assist you with this query, however, the ultimate responsibility rests with you to track the parcel and advise the recipient of its imminent arrival. This is why your air waybill tracking number is so important.

If the parcel is ultimately refused, it will be returned to the nearest DHL depot to await resolution. If after 5-7 days, it is not resolved, it will be returned to its origin at the customer's costs, which may also incur import duties/tax from Customs upon re-entry into the country.

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This can be the result of numerous factors, such as an incorrect/faulty address, issues relating to potential tax/duties payable on the receiving end, etc. The intended recipient of the parcel must ring their local DHL customer service centre with the air waybill tracking number to determine what information is required by DHL to complete the parcel delivery.

Where Next?

• Our Carriers
• International Courier Services
• Heavy & Large item delivery