How to Get a Refund from DHL for Late Deliveries: Your Complete Guide
Your business invests significantly in express shipping services, trusting that your products will arrive promptly and keep customers happy. But what happens when expectations aren’t met? When customers notice their package hasn't arrived on time, they rarely reach out directly to you—they go straight to the carrier's website, refreshing the tracking page in frustration.
But here's the issue from your perspective: You've paid premium rates for express shipping, expecting guaranteed delivery times. Yet, when shipments run late and the promised service isn't delivered, you're not automatically reimbursed. Each delayed shipment isn't just inconvenient; it's money you've paid for a service that wasn't fully provided.
Fortunately, if you ship with DHL Express, there's a silver lining: the DHL Money-Back Guarantee.
We created this straightforward guide to help you understand exactly how to claim refunds from DHL.
DHL’s Money-Back Guarantee Explained
DHL provides a Money-Back Guarantee specifically for its premium, time-definite services. You can start a DHL Express refund request if you shipped goods via:
- DHL EXPRESS 9:00
- DHL EXPRESS 10:30
- DHL EXPRESS 12:00
This guarantee means that if your shipment doesn’t arrive by the promised time, DHL will issue a refund. If a shipment using one of these services is delivered even a minute past the guaranteed time, you are eligible for a full refund of the transportation charges, excluding additional fees like taxes, customs duties, or optional services.
However, it's crucial to note that this guarantee doesn’t cover every scenario.
Typical exclusions include:
- Customs delays (where clearance procedures slow down shipments)
- Weather disruptions (extreme weather conditions beyond DHL’s control)
- Non-guaranteed services (standard express or economy services)
However, if your shipment was genuinely delayed due to DHL's operational issues, you're eligible for reimbursement as long as you make a DHL refund claim.
How to Request a DHL Refund
Wondering how to get a refund from DHL? First, confirm that your package was indeed delivered late by using DHL’s tracking system. If the package is indeed late, collect all the necessary information for your shipping refund. For a DHL Express refund request, you will need:
- DHL tracking number
- Date of shipment
- Scheduled delivery date
- DHL account number (if applicable)
- Receiver’s information
- Reason for the refund request
Claiming your refund can be approached in several ways:
- Online DHL refund claim (Recommended): The quickest, most efficient way is through DHL’s dedicated Refund Portal. Enter the details when prompted. Clearly outline the reason for the claim and submit your request.
- Phone Request: Prefer speaking directly to a person? DHL Customer Service is available to guide you through the process. Have your shipment details ready before calling to streamline the conversation and avoid unnecessary delays.
- Email Request: Occasionally, complex cases might require written correspondence. Prepare a detailed email, including your tracking number, shipment specifics, reason for the claim, and any relevant documentation. Emailing DHL’s support ensures there's a clear record of your communication.
To successfully submit your DHL refund claim, act fast. DHL typically requires notification within 14 days from the date the shipment should have arrived.
Processing Time and What to Expect with Your Late DHL Delivery Refund
Once your claim is submitted, DHL typically processes refunds within 30 days. However, certain factors can extend this period. For instance, incomplete information can cause delays, so verifying your submission carefully is important, as well as ensuring all tracking details and contact information are accurate.
In addition, during peak periods, such as holidays or high-volume seasons, processing times may be longer due to increased demand.
Your best bet? Regularly follow up with DHL to track your claim's progress, keeping expectations realistic and making sure your claim doesn’t fall through the cracks.
Common DHL Refund Issues—and How to Solve Them
Encountered a problem with your claim? You're not alone. Here’s how to address common issues associated with late DHL delivery refunds:
Missed the 14-day deadline: DHL typically requires claims to be submitted within two weeks of the shipment date. If you've missed this window, contact DHL customer service immediately to inquire if an exception can be made.
Claim denied: If your claim is rejected, don’t give up. Respond promptly with additional evidence—such as proof of shipment delays or supporting documentation—to challenge the decision.
Customs-related delays: Unfortunately, customs delays are beyond DHL's control, and these instances are typically exempt from refunds. Understanding these exceptions before you ship goods can save you unnecessary effort.
Automating Refunds for DHL Shipments
Claiming refunds manually is definitely not ideal for busy teams. Imagine dedicating precious hours each week to sifting through shipment data, verifying delivery times, and double-checking policies—time that could otherwise be invested in growing your business.
If you ship high volumes of products, you might unknowingly be forgoing potential savings. Some companies lose thousands of dollars each month from unclaimed—but eligible—shipping refunds.
Unfortunately, checking orders one by one is painstakingly slow, and the sheer volume of tasks involved can quickly overwhelm your team.
But did you know that automated solutions are available to streamline the process so your business doesn’t miss out on critical savings?
Buster Fetcher, for example, automatically track all your shipments, identifies delays, and even files refund claims on your behalf. Our automated refund tracking drastically reduces administrative workload, recovers more refunds, and enables you to optimize your logistics budget effortlessly.
What’s more: Buster Fetcher can manage shipping refunds from a wide range of couriers, including DHL Express, Canada Post, FedEx and UPS. Think of the multiplier effect: every recovered refund boosts your bottom line, freeing up resources to reinvest in your growth. Interested in learning more? Watch our demo.
One of our clients recently said: “Before using Buster Fetcher, we had no idea how much money we were losing. Shipping refunds weren't even on our radar—we assumed occasional delays were just part of doing business. But when Buster Fetcher stepped in, we were stunned to discover we had been missing out on tens of thousands of dollars annually in eligible shipping refunds. It was eye-opening to see just how much untapped revenue had slipped through our fingers. Now, with Buster Fetcher, shipping refunds simply roll right in.”
In conclusion, timely shipping is essential for keeping customers stoked on your business and ordering again. Late shipments aren’t always avoidable, but knowing how to secure refunds from DHL Express through their Money-Back Guarantee helps protect your profitability and maintain customer satisfaction.
Don’t leave money on the table—start taking advantage of DHL Express refund claims today by automating shipping refunds with Buster Fetcher. Let’s turn shipping hiccups into financial wins! Contact us today!
FAQs
How long does DHL take to process a refund?
DHL typically processes refunds within 30 calendar days after a claim is submitted.
Can I request a shipping refund for a failed shipment?
If you cancel a shipment before it is picked up, you may be eligible for a refund. Contact estoresupport@dhl.com with your request and proof of payment.
Does DHL offer refunds for all services?
No. DHL’s Money-Back Guarantee only applies to DHL EXPRESS 9:00, 10:30, and 12:00 services. Economy and standard services are not covered.
What if my refund request is denied?
You can follow up with DHL Customer Service and provide additional documentation to support your claim.
What should I do if I miss DHL Express’ 14-day deadline for refund claims?
If you've missed DHL’s standard 14-day window, contact DHL Customer Service as soon as possible. They may consider exceptions on a case-by-case basis.
Are customs delays eligible for DHL Express refunds?
No. DHL excludes delays caused by customs procedures from their Money-Back Guarantee, as these delays are beyond their control.
How can I check the status of my DHL Express refund claim?
You can monitor the status by contacting DHL’s customer support directly or checking the refund portal if you submitted your claim online.
Will DHL Express refund my shipping cost if a package is late due to weather conditions?
Unfortunately, delays due to extreme weather conditions are uncontrollable and aren't eligible for refunds.
Do refunds from DHL Express include customs duties and taxes?
No. Refunds only apply to DHL’s transportation charges. Duties, taxes, or additional fees incurred are not eligible for reimbursement.
Do I need special documentation when submitting a refund claim to DHL Express?
When submitting your claim, ensure you have key details ready, such as your shipment tracking number, shipment date, sender and receiver information, and proof of payment. Detailed documentation speeds up the processing of your refund.
Can DHL refunds be credited back to my original payment method?
Yes. DHL Express typically issues refunds directly to your original payment method. If this isn't possible, DHL customer service will provide alternative solutions.
How frequently do DHL Express shipment delays qualify for refunds?
Delays happen more often than most businesses realize, especially with high shipping volumes. Regularly monitoring your shipments or using automated tools can reveal consistent opportunities for refunds.
Is there a limit on how many refund claims I can submit to DHL?
No. There is no limit. You can submit as many refund claims as you have eligible delayed shipments, making it beneficial to track your shipments diligently.
Can I automate DHL Express shipping refund claims?
Yes. Using a third-party service like Buster Fetcher can help you track late deliveries and file refund claims automatically.
