Express · International
DHL Express claim deadlines, liability and evidence
DHL Express asks you to report a missing or damaged shipment within 30 days. Uninsured, standard liability is 8.33 SDR per kilogram for road transport and 22 SDR per kilogram for air transport.
Tightest deadline
30 days
Standard cap
8.33 SDR/kg road, 22 SDR/kg air
Liability regime
Mixed
DHL Express publishes one of the clearer claim procedures in the market, including the exact document list and the standard liability table. It is worth reading closely, because the compensation you get depends on which leg of the journey the shipment was on when it was damaged, and on whether additional cover was bought before it shipped.
Claim windows
DHL Express applies the road cap to the road leg and the air cap to the air leg, so one international shipment can settle under two different ceilings.
Missing shipment
30 days
Counted from the expected delivery date.
Contact DHL through the contact page; the team then opens an investigation.
Damaged shipment (visible and non-visible)
30 days
Counted from delivery.
Reportable by phone, email or chat.
DHL response after an online claim Carrier commitment
2 working days
Counted from submission of the AWB number.
Claim settlement Carrier commitment
10 working days
Counted from receipt of a complete claim.
Insured versus uninsured
No additional cover
Where no additional cover was bought, standard liability applies: 8.33 SDR per kilogram for road transport and 22 SDR per kilogram for air transport, both under the general conditions of carriage.
With cover bought
With additional transport insurance, DHL assesses the shipment together with the insurer and the insurer then settles with you directly, rather than the per-kilogram cap applying.
Delay and late delivery
Not covered by the standard liability table, which addresses loss and damage only. Money-back service guarantees, where offered, are a separate commercial commitment from liability.
Evidence required
- Shipment number and/or file (dossier) number
- Copy of the purchase or sales invoice for the missing or damaged goods
- Weight of the missing or damaged goods only, not the whole shipment
- Photos of the damaged goods together with the damaged packaging
- IBAN, BIC, and the address and name on the bank account
Exclusions
- Consequential loss
- Goods on the DHL Express prohibited and excluded list
- Claims filed after the 30-day reporting window
Filing the claim
- Who files
- The DHL Express account holder for the shipment.
- How to file
- Either online by entering the AWB number in the claims form, or by email to NLCSExpressClaims@dhl.com with the five documents listed above, preferably as a single PDF.
- Processing time
- DHL responds within 2 working days of an online claim and settles a complete claim within 10 working days.
What quietly kills DHL Express claims
The claim is calculated on the weight of the damaged or missing goods only. Sending the gross shipment weight will not increase the settlement and slows the file down.
Photos have to show the damaged packaging as well as the goods. Packaging is what evidences that the damage happened in transit rather than before hand-over.
SDR is a floating basket currency, so the cash value of an 8.33 SDR/kg settlement moves with the exchange rate on the settlement date.
Additional cover has to exist before the shipment moves. Once a shipment is damaged, the standard table is the only route available.
FAQ
How long do I have to file a DHL Express claim?
30 days. That window covers both a missing shipment and a damaged one, including non-visible damage. DHL then responds within 2 working days and settles a complete claim within 10 working days.
What is DHL Express standard liability?
8.33 SDR per kilogram for road transport and 22 SDR per kilogram for air transport, applied where the shipment was not additionally insured. SDR is the IMF Special Drawing Right, a basket currency, so the euro value moves with the exchange rate.
What documents does DHL Express need for a claim?
Five: the shipment or dossier number, a copy of the purchase or sales invoice, the weight of the missing or damaged goods only, photos of the damaged goods and packaging, and your IBAN, BIC and account name.
Where do I send a DHL Express claim in the Netherlands?
Either online through the claims form using the AWB number, or by email to NLCSExpressClaims@dhl.com, ideally with all documents combined into one PDF.
Sources
Verified 28 July 2026. This page summarises publicly published conditions for reference. A negotiated carrier contract, a rate-card annex or a service-specific annex can override any of it. Always check the deadline in your own agreement before relying on a figure here. Spotted a figure that has changed? Tell us and we will correct it.
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