Investigation and special cases

An investigation is an official procedure that we initiate with DHL when the status of a shipment in the tracking system does not change or the package is marked as delivered according to the tracking information, but you have not received it. The goal of this investigation is to determine the whereabouts of the shipment and clarify any delivery issues.

An investigation will be initiated under the following conditions:

For domestic shipments: If no further updates are shown in the tracking history for seven days after the last scan.
If the tracking shows delivery, but you have not received the package.
For international shipments: If there has been no change in the tracking history for 14 days.

Please note that this process typically takes 6 to 8 weeks as DHL reviews the entire shipment route and clarifies the issue.

Once we receive feedback from DHL, we will inform you immediately and discuss the next steps with you.

The refund can only be processed after the investigation is complete, as we first need to clarify whether the package was actually lost or not delivered. The investigation is meant to determine the whereabouts of the shipment and identify any delivery issues.

DHL will only cover the loss if the package is officially confirmed as lost. Therefore, it is necessary to wait for the investigation process to conclude to receive final confirmation. Once DHL confirms that the package is untraceable, we will initiate the refund. As soon as the investigation is completed and we receive the relevant information from DHL, we will proceed with the refund promptly.