DHL typically considers a package lost after an investigation, usually when it has been missing for more than 10 days past the expected delivery date. A claim cannot be filed immediately; a formal trace/investigation must be opened first.
Only after DHL confirms the shipment is lost will they allow a claim to be submitted, which may result in compensation or an insurance payout if applicable.
1. Contact DHL Customer Service
Reach out via chat, phone, or email for your specific service (DHL Express, DHL eCommerce, or DHL Parcel).
2. Provide Shipment Details
Be ready to supply:
Tracking number
Detailed description of the contents and packaging
Photos (if available, especially for damage or packaging reference)
3. Open a Trace / Investigation
DHL will initiate an internal search (“trace”):
Typically 3–5 business days for DHL Express
May take longer for DHL eCommerce
4. Receive Claim Authorization
If DHL confirms the shipment is lost, they will provide:
A claim portal link or
A PDF claim form
5. Submit the Claim
Complete the claim with required documentation, such as:
Description and value of goods
Weight
Photos or invoices (if requested)
6. Await DHL’s Decision
DHL will review the claim and notify you whether it is approved or declined.
Time Limits
Report issues as soon as possible
Express shipments: often within 30 days of acceptance
Some non-apparent issues must be reported within 5 days
Who Can File
The contract partner (sender or merchant) usually files the claim
Recipients must still contact DHL to initiate the trace
Investigation Comes First
A package may be delayed or misrouted before being declared lost
Documentation Matters
Clear descriptions and photos significantly improve claim success
Compensation & Insurance
Declared-value insurance covers full value
Without insurance, DHL applies standard liability limits
You may refer to this article for more information: How to Submit a Claim for Lost and Damaged Shipment