FAQ

Here are the most common questions about dhlpaket.se. Read it through and if you don't find the answer to your question you are more than welcome to contact us.

Prepare & Register

Register and pay for your package in three simple steps through DHL's online tool "Send package now".

Step 1: Product selection
  • Selection of product: Select destination country. Accessible products and prices will be shown, depending on your choice.
  • Address information: Input the sender's and recipient's address details. The address will be checked automatically. If the recipient's address is incorrect or cannot be found in our system, you will be sent a message. An address label can still be created even if the address is not found.
  • Continue with the "Place in shopping cart" button
Step 2: The shopping cart and checkout
  • A summary of the products you have selected is shown here. You can alter, remove or add individual items here.
  • Fill in your email address to get a confirmation of your order by email.
  • Choose whether you want to pay over the Internet using a payment card or at your DHL agency.
    • When paying online, you will be transferred to our partner website to make the payment. When the payment has been made, you will be sent confirmation of your order by email and will be able to print out your prepaid address label.
    • If you pay at a DHL agency, your order/registration is finalized and you will be sent confirmation by email. When you drop your package off at the agency, you show your confirmation of order and finalize your order by paying there. But you can print out your unpaid address label from your computer while you are still at home, or get help with doing it from your DHL agent. There will be a surcharge of 20 kronor if you choose to pay at your agency.
  • Accept DHL's General Conditions.
Step 3: Confirmation and printing out of address labels
  • Your address label is now available to download as a PDF file which can easily be printed out from the computer. Note that you need a PDF reader (e.g. Adobe Reader) to print out the address labels.
  • Cut out the address labels and attach them securely to the package.
  • You also have the option of paying for the address label at your nearest DHL agency. Please note that you must take your confirmation email with barcode with you to the agency. There will be a surcharge of 20 kronor if you opt to pay at your agency.

DHL's online tool is a fast, simple, and easy way of buying and printing out address labels for your packages on the Internet. With the tool you can prepare a package for sending in Sweden, in the EU or anywhere else in the world.

The advantages for you:
  • It's free of charge and there is no need to register
  • Direct, secure online payment or payment at a DHL agency*
  • Create an address label directly in your browser
  • Print address labels out straight from your own laptop or at your DHL agency

* Physical payment at a DHL agency incurs a charge of 20 kronor

DHL wants to make sending a package as simple and easy as possible for you as a customer – which is why we give you access to your order and your shopping cart for 30 days following completion of an order. Your address label is also accessible there for 30 days. You can access these by clicking on the link in the order confirmation.

Your address label is valid for 60 days. Information about it is contained in your order confirmation sent by email. But please note that you only have access to the address label in your shopping cart for 30 days. You will not be able to change your mind about your purchase once you have used the address label and already sent your package.

The sender is responsible for the content and for making sure that the content does not consist of any hazardous objects or objects prohibited by law or by other rules and regulations.

Here you can find a summary of what may not be sent by DHL Parcel ForYou.

Information about customs, laws, and regulations can also be found on the following website: www.tullverket.se or obtained from the relevant country's customs authority or embassy. Prohibited content is described in DHL's General Conditions.

A customs declaration has to be completed when delivering to countries outside the European Union and EU-exempted areas. DHL's online tool will automatically ask for whatever information is required for those destinations and also print out the requisite customs documents together with the address label for the package, straight from your computer or at your DHL agency.

Note that different countries have different rules for the importation of goods. The sender is responsible for the content and for making sure that the content does not consist of any hazardous objects or objects prohibited by law or by other rules and regulations. Information about customs, laws, and regulations can also be found on the following website: www.tullverket.se or obtained from the relevant country's customs authority or embassy. Prohibited content is described in DHL's General Conditions.

To make sure your package is shipped as securely and safely as possible, it is worth thinking about how you pack it. Here are some useful tips. You will find instructions and tips for how your package should be packed here.

All assignments are carried out in accordance with the terms and conditions for the product you have bought/registered:

DHL's general terms and conditions for DHL Parcel ForYou Sweden and DHL Parcel ForYou International

No. Until september 2017 DHL parcelshops had a DHL package. Today you can use any packaging or carton when you ship with dhlpaket.se.

Pay & Print Out

You have access to a secure, reliable payment system for the purchase of your package. Your personal information will be processed confidentially and securely.

The following payment methods are available:

  • Credit card (VISA and MasterCard)
  • Payment at your DHL agency, in cash or by credit card.

For orders using a credit card, the total amount will be charged to your credit card.

The following credit cards are accepted:

  • VISA
  • Mastercard

To make VISA or MasterCard payments extra secure, DHL's online tool supports "Verified by Visa" and "MasterCard Securecode." This means that the purchaser is prompted to enter their personal password or other similar type of confirmation for verification purposes. Your bank will then check your password and approve the transaction. This gives both sides (customer and DHL) certainty that the identity of the other side matches.

The last three digits act as an extra security function on your credit card. By giving these digits, which are also called the CVV, CVC or CID number, you identify yourself as the owner of the card in question. DHL does not store these digits.

Visa/ Mastercard:

The CVV, CVC or CID number on these credit cards is three digits long and is on the back of the card.

Check that you entered correct information from the card. If the problem still persists, contact your bank. Sometimes the card owner has to open the credit card for online purchases.

If online payment / payment by card is not shown as a payment option or if it cannot be selected, this may be for a number of reasons:

  • There has been a technical error
  • A risk analysis has shown that payment by credit card is not allowed for this particular order.

Please select another payment option from those available. DHL's Customer Service is unfortunately unable to change the accessibility of methods of payment.

The risk analysis determines which of the various payment methods are available for each order on the basis of the following criteria:

  • The value of the order
  • Address information

As soon as DHL's Customer Service has received your cancellation of an order, the money already paid to us will be credited back to the same account as the money was taken from. The transaction from us to you may take 2 to 5 banking days, however. Please note that a cancellation cannot be made once an address label has already been used.

Address labels are accessible on the DHL online tool once registration has been completed, as a downloadable PDF file or via the confirmation of order as a barcode for printing the label out at your DHL agency.

Your address label can only be printed out once. If the print-out fails and you cannot get back to the address label, contact Customer Service.

  • No, no special address label is needed for a print-out using the DHL online tool.
  • The address label can be printed out on a standard A4 sheet of white paper.
  • Attach the address label properly to your package (e.g. with glue or adhesive tape). It is important that none of the information on the address label is covered up.
  • Address labels are processed in PDF format. To download address labels, Adobe Reader for PDF must be installed on your computer. Download it free of charge here.

You can print out address labels from your computer. Note that address labels are only processed for print-out once. If you cannot print out your address label from your computer, you can print it out at your DHL agency by showing your order confirmation by email.

  • Internet connection and all current browsers are supported.
  • A valid email address for your order confirmation.
  • Printer and A4 paper (plain, white) or address labels if you want to print out at home.

Drop Off & Pick Up

You are welcome to drop your package off at the nearest DHL agency. You will find all our agencies here. Remember you have to register your booking in DHL's online tool
"Send package now".

You can pick up your package once you have been notified by text or email that the package is ready for collection from your agency.

You can pick up your package during the agency's opening hours, see here

No. At the moment, unfortunately, it is not possible to reserve a pick-up time.

When you pick up a package from any of our DHL agencies, you need to show the relevant dispatch number and the addressee's ID document.

Please note that the addressee's name on the package must match the name on the addressee's ID document. If anyone other than the addressee is to pick up the package, both the addressee's and the agency's ID documents must be shown.

When you pick up a consignment from any of our DHL agencies, you need to show the relevant dispatch number and the addressee's ID document.

Please note that the addressee's name on the package must match the name on the addressee's ID document. If anyone other than the addressee is to pick up the package, both the addressee's and the agency's ID documents must be shown.

To be able to pick up a package at a DHL agency, you must have a valid ID document. The following proofs of identity are authorized:

  • SIS-marked ID card and service card
  • ID card issued by the Swedish Tax Agency
  • National ID card issued by the Swedish police
  • Swedish driver's license
  • Swedish EU passport
  • Foreign national ID card issued in countries in the EU/Schengen area*
  • Foreign EU passport
  • Foreign passport, outside the EU
  • LMA (asylum-seeker's) card issued by the Swedish Migration Agency. Only valid for consignments from the Swedish Migration Agency and foreign packages where the sender is a private individual.

* Countries in the EU/Schengen area: Austria, Belgium, Bulgaria, Croatia, Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, the Netherlands, Norway, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Switzerland, and the United Kingdom.

The package you are expecting will be delivered to the nearest DHL agency. When the package is due to be picked up you will get a text or an email confirming that the package is now ready to pick up.

The great majority of consignments are delivered in accordance with our timetable. Our timetable gives an estimated delivery time but should not be seen as a promise of a particular time, and there can be deviations from it. The delivery should be made in the next few days.

Please contact DHL's Customer Service if you are missing a package and you have tried to trace it without success. If a package has gone missing and needs to be searched for, this will be done by DHL's Customer Service for up to 30 days (60 days for consignments to/from abroad). After that the case is handed over to our complaints department.

The package will be held at the agency for 14 days. After three reminders it is sent back to DHL for further instructions from the sender. In the case of a package sent abroad, other terms and conditions may apply; for country-specific information, click here.

Rates, Delivery Times, & Track a Package

What you pay depends on the size of the package you are sending. For rates and package sizes for packages inside Sweden, the EU, and the rest of the world, click here.

With us you can send packages both in Sweden and abroad up to 20 kg, with maximum dimensions of

  1. Length 100 cm, or
  2. length + circumference 300 cm. Here is a list showing which sizes and weights you can choose between.

A package sent within Sweden will normally reach the addressee's DHL agency on the next working day after drop-off (depending on what time of day it was dropped off). Some places can take an extra working day or two depending on where the item is sent from and where the addressee's DHL agency is.

In the case of a package sent abroad, the delivery time depends on which places the consignment has to transit through. See our Timetable for detailed information.

You can follow your package with the help of DHL's tracking tool. Enter the ten-digit consignment number for the package to find out what the status of your package is.

DHL's consignment numbers consist of 10 figures. Your consignment can usually be tracked on our website on the evening of the day on which you dropped the package off at the DHL agency. If more than a day has gone by since the package was dropped off, please contact our Customer Service.

Responsibility & Conditions

All assignments are carried out in accordance with the terms and conditions for the product you have bought/registered:

DHL's general terms and conditions for DHL Parcel ForYou Sweden and DHL Parcel ForYou International

The sender is responsible for the content and for making sure that the content does not consist of any hazardous objects or objects prohibited by law or by other rules and regulations. Here  you can find a summary of what may not be sent by DHL Parcel ForYou.

Information about customs, laws, and regulations can also be found on the following website: www.tullverket.se or obtained from the relevant country's customs authority or embassy. Prohibited content is described in DHL's General Conditions. Please notice that the total valure of contents of the parcel cannot be more than 5000 SEK/parcel

A customs declaration has to be completed when delivering to countries outside the European Union and EU-exempted areas. DHL's online tool will automatically ask for whatever information is required for those destinations and also print out the requisite customs documents together with the address label for the package, straight from your computer or at your DHL agency. Please notice that you as a sender must sign the shipping documents.

Note that different countries have different rules for the importation of goods. The sender is responsible for the content and for making sure that the content does not consist of any hazardous objects or objects prohibited by law or by other rules and regulations. Information about customs, laws, and regulations can also be found on the following website: www.tullverket.se or obtained from the relevant country's customs authority or embassy. Prohibited content is described in DHL's General Conditions.

The shipping charge includes a basic insurance providing compensation in the event of loss or damage. The compensation in the event of a loss or damage for DHL Parcel ForYou gives is maximum 5000 SEK/parcel. Please notice that the total valure of contents of the parcel cannot be more than 5000 SEK/parcel.

Ask the agent to make a note of the damage before you sign for delivery, otherwise you will approve the item as is. If you do not want to accept the consignment because of the damage, you have the right to refuse the delivery before you sign a receipt for the consignment.

Photograph the damage and attach the pictures in the DHL reclaim form. Fill out the form here.

The report of hidden damage must be made within 7 days of delivery. Photograph the damage and attach the photos in the DHL reclaim form when you report the damage. Fill out the form here.

You, the sender, are responsible that the parcel is packaged in a safe way so that the package doens't get damage and don't damage other packages during the shipping. You can find more information about how to pack your package here. DHL is responsible for the package from whenit gets dropped of and until we deliver it.