Approx. 20% of all entered addresses contain errors. Each address is therefore checked by us for possible errors so that you receive your goods on time. Some errors can be corrected by us, others cannot, as they may not stand out.
Undeliverable packages (wrong address, wrong name, missing company name, missing letter in house number, missing c/o resident…) are returned by DHL as "undeliverable" to us, without you being able to intervene - for example with an address correction while your goods are already in transit.
Such an address correction is still not possible: It is not logistically feasible if address changes "pop up" somewhere along the shipping route.
But there is still a solution!!
To prevent these returns, you can add the "Branch Routing" service to us for a small surcharge.
Packages with this service will be stored in a DHL branch near you for 7 business days (including Saturday) if they are not deliverable. You will be informed about this by DHL via email and can pick up the package at the branch. To do this, you must regularly check the email address you provided when placing the order.
After undeliverability, the new status message "The shipment was stored at the branch. Pickup notification is required to pick up, which contains all pickup information and was sent by email to the recipient."
