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Guide · Parcel claims Germany

DHL parcel lost or damaged in Germany: what sellers do

Updated · Rotomal

If a DHL parcel's status has not changed for more than five working days, you as the sender can request an investigation. DHL is liable for loss and damage up to €500 for a Paket and only up to €20 of goods value for a Kleinpaket; higher values are covered only by transport insurance. Damage and missing contents must be reported within seven days of delivery, and claims under a German carriage contract generally become time-barred after one year under section 439 HGB.

Liability by product

ProductLiability for loss and damageWeight
DHL Paketup to €500up to 31.5 kg
DHL Kleinpaketup to €20 of goods valueup to 1,000 g
DHL Paket with transport insuranceup to €2,500 (A) or €25,000 (B)B only when posted at Deutsche Post branches

Figures from DHL's service description for DHL Paket, October 2026 edition. The transport insurance terms are a separate contract annex.

Step by step for a lost parcel

  • Check tracking: once the status has not changed for more than five working days, an investigation is possible.
  • Request the investigation as the sender; business customers can start and follow it online in the Post & DHL business customer portal.
  • Have proof of value ready: purchase or production invoice, plus contents, packaging and weight.
  • Offer the customer a replacement or refund and record the case with its tracking number.
  • Wait for DHL's answer and match the payout to the case; if refused, note the reason.

Damage or missing contents

  • Report visible damage at delivery if possible. Under section 438 HGB the shipment otherwise counts as delivered complete and undamaged.
  • Report hidden damage and missing contents within seven days of delivery, in text form after delivery.
  • DHL asks for a fully completed damage report and the damaged parcel with all its parts, handed in at a branch or through a free collection.
  • Ask the customer for photos of the goods and the inner and outer packaging straight away, while they still have the packaging.

Parcels left at a drop-off spot

DHL's service description says delivery to a chosen drop-off spot happens by simply leaving the parcel there, and the sender carries the risk after it is left. If a parcel disappears afterwards, a refund from DHL is unlikely. If such cases pile up, review the delivery options offered in your shop.

If you'd rather skip the groundwork

Paketfall checks your shipments daily, opens cases on the right day, prepares investigation requests and damage reports with evidence, ready for you to submit, and tracks the deadlines. From €19 a month with no success fee, starting with a look-back at your last 30 days.

Questions

Can the recipient request the investigation?

DHL recommends that recipients contact the sender first. For sellers that means you are the right party to claim.

How long do I have to claim?

Seven days after delivery for hidden damage. Claims under the carriage contract generally become time-barred after one year under section 439 HGB, counted from delivery or from the day the parcel should have been delivered.

What applies without DHL's own terms?

The German Commercial Code caps a carrier's liability at 8.33 units of account (IMF special drawing rights) per kilogram of gross weight. For light parcels DHL's €500 is usually the better figure.

Is this guide legal advice?

No. It summarises DHL's published terms and the statute. For a disputed case, talk to a lawyer, or possibly the Federal Network Agency's postal conciliation body.

Sources