DPD shipping conditions (Belgium)

Purpose: This guide provides a comprehensive overview of the shipping conditions for the commercial carrier DPD in Belgium.

Shipping Options (National & International)

Special conditions

• Undeliverable parcel: If delivery cannot be completed, the parcel will be returned to the sender. Please note that this may incur additional charges, which are non-refundable.

Export documentation

Required Documents 

Applicable for international shipments (outside European Union and special territories). More information is available in our Help Center articles: How to ship internationally with Sendcloud.

Power of Attorney (POA)
When shipping to a country outside the EU, DPD requires a POA (Power of Attorney). Without this authorization, DPD cannot declare your shipment to customs, which may result in the package being returned to the sender. More information is available in DPD article: All customs information for non-EU countries.

Follow these steps to submit the POA correctly:

1. Download the POA form
2. Fill out the form completely. Incomplete forms will not be processed
3. Initial every page of the form
4. Include a recent extract from the Chamber of Commerce
5. Send the completed documents to our Customer Support team (support@sendcloud.com) and include "POA" in the subject line of your message.

Commercial Invoice

• Print 5 copies
  • To automatically download your pre-filled customs documents when you create a label, in the Sendcloud panel go to Shipping > Printing options > Customs documents > Check the option Print customs documents with labels. Select the printer, the format and the number of copies.
  • To download your pre-filled customs documents after label creation, go to Created orders in Sendcloud > Click the eye icon > Actions > Download Customs Declaration.

• Paperless Trade (UK Shipments):

  • When shipping to the United Kingdom, the carrier utilizes the Paperless Trade system. This feature ensures customs documentation is automatically sent digitally to the carrier and associated with your parcel. More information is available in our Help Center articles: Send your customs documents digitally via Paperless Trade

Sales Invoice

• Print 5 copies
  • Download it from your webshop.

Packing Slip (optional): How can I download picking lists and packing slips?

• Print 5 copies
• To download your packing slip, in the Sendcloud panel, go to Shipping > Created labels > Select the order/s by checking the box next to them > Click the arrow next to "Cancel" to open a drop-down menu and select Packing slip > Click Print.

Place all 15 documents (5 CN23/Commercial Invoice  + 5 purchase invoices + 5 packing slip) inside a transparent envelope and attach it securely to the outside of the parcel.

VAT & EORI

• VAT and EORI number of the sender are mandatory for shipments outside the EU.
  • Learn more about your EORI and VAT number in our Help Center article: International shipping: VAT & EORI numbers.

HS Codes

• The Harmonized System code used to classify the type of product.
  • Use our practical guide and HS Code finder tool to correctly classify your items. Or check the European Commission official website.

Pick-ups

General features

• Always keep your proof of handover until all your parcels are successfully delivered. You can do this by asking the driver to sign your pickup report. This document is essential if you ever need to file a claim. You can find more information on how to create one in our Help Center article: How to create a pickup report.
• Please note that pickup times are subject to local office availability and may be affected during peak seasons or force majeure events.

Incidental Pick-up

The one time collection service is not available with DPD. Therefore, a recurring pickup is required.

Please refer to the Recurring Pick-up section for more information.

Recurring Pick-up

For the carrier to pick up your parcels from a specified location on a consistent basis (e.g., daily, weekly), you can pre-schedule regular collections.

Scheduling process

• All Subscriptions Users: You can easily schedule a recurring pick-up directly from Sendcloud panel. Follow our step-by-step guide in our Help Center article: How can I request a parcel pickup?

Conditions

• Minimum Shipments: 100 parcels per month
• Pickup Days & Times:
  • Monday to Friday - from 9:00 - 18:00h
  • From 300 shipments per month, it is also possible to attach a time frame to the collection.
• Request Timing: You must request your pickup:
  • 2 business days in advance during low season (Feb-Oct).
  • 5 business days in advance during high season (Nov-Jan).
• No Parcels for Pickup? If you don't have parcels to be picked up, please contact the local office to notify them. Failed pickups due to parcels not being prepared on time or being absent may result in a surcharge.

Pricing

• All Subscription Users: Free of charge.

Drop-offs

​​General features

• You can drop off your parcels at any DPD Service Point location, which you can easily find using their parcel shop finder.

• Always keep your proof of handover until all your parcels are successfully delivered. This document is essential if you ever need to file a claim.

Package specifications

• Parcel Limit: There's no set parcel limit for drop-offs.
• Maximum Weight: 20 kg
• Maximum Dimensions:
  • Maximum length: 100 cm
  • Maximum width: 50 cm
  • Maximum girth (L + 2 x W + 2 x H): 250 cm

The maximum weight & dimensions can vary on the specific shipping options. You'll find more details in the Shipping options section.

Claims Process

If you ship using Sendcloud's rates, Sendcloud acts as the intermediary between you and DPD. In case of any incidents with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more information in this regard, please refer to Sendcloud’s article: How do I start an investigation or file a claim for my parcel?

This process ensures that all necessary documents are collected, resulting in a complete claim file that the carrier can process as quickly as possible.

Compensation policy

National & International claims

Excluded goods for claims

Please note, the following products are excluded from DPD claims:

• Parcels that do not comply with DPD packaging guidelines
• Jewellery, precious stones, precious metals, pearls
• Securities (coins, banknotes, bills of exchange, bearer instruments and other securities)
• Means of payment (credit cards, uncrossed cheques, etc.)
• Works of art, antiques, unique items
• Publications or audiovisual media prohibited by law
• Alcohol (excluding alcoholic beverages)
• Perishable or frozen food (unless shipped via DPD Fresh)
• Flowers and plants
• Animals, dead or alive
• Narcotics prohibited by law
• Firearms and explosives
• Glassware
• Liquids
• Certificates, unique documents or passports
• Furs, carpets, wristwatches and pocket watches
• Goods with a value exceeding €13,000 per parcel
• Prescription-only medicines and hypodermic needles
• Decorative items and leather goods with a value exceeding €520 per parcel
• Human remains, body parts or organs, medical or biological research materials, medical waste
• Tenders and related documents, contracts, test results, and similar documents

For more information in this regard, please refer to DPD's article: Packaging tips and guidelines (DPD Insurance) and DPD Packaging guidelines.

Resolution time (estimated)

Once the claim is submitted to DPD, we typically receive a response within 7 days. Please note that this is an indicative timeline, and the actual resolution time is subject to the carrier's internal processes and can vary.

Sendcloud insurance

Do you want to insure your shipments for a higher value? This is possible with the help of our insurance: Sendcloud Shipping Protection (XCover).

More information is available in our Help Center article: How do I start an investigation or file a claim for my parcel?

Surcharges

The carrier will apply surcharges to your invoice if a parcel you ship does not meet the criteria laid out in their shipping conditions. We have created the following article so you can take all necessary action to avoid having to pay unwanted surcharge fees on your invoice: DPD surcharges (Belgium).Package Content Restrictions

Prohibited items

DPD does not accept certain items for shipment. If you ship these items, they cannot be covered by the carrier's insurance and will be excluded from any compensation. Please note that this list is not exhaustive.

• Any goods which are not properly packed according to DPD's packaging guidelines
• Jewels, precious stones, precious metals, pearls
• Securities (coins, banknotes, bills of exchange, bearer titles and other titles)
• Means of payment (credit cards, non-cleared checks, etc.)
• Artworks, antiques, unique articles
• Publications or audiovisual media prohibited by law
• Alcohol (excluding alcoholic beverages)
• Perishable or frozen food (unless via DPD fresh)
• Flowers and plants
• Animals, dead or alive
• Narcotics prohibited by law
• Firearms and explosives
• Certificates, unique documents or passports
• Pelts, carpets, wrist and pocket watches
• Goods whose value exceeds € 13,000 per parcel
• Prescription drugs and hypodermic needles
• Decorative objects and leather goods with a value exceeding € 520 per package
• Human remains, body parts or organs, medical or biological research material, medical waste
• Tenders and related documents, contracts, test results and similar documents to be provided

Please be aware that certain goods and substances are prohibited from being sent abroad due to international regulations. Adhering to these rules is crucial to prevent customs from seizing or destroying your shipment.

For more information in this regard, please refer to DPD's article: What goods are excluded from transport?

Label Validity, Updates & Cancellation

Understanding the ins and outs of label validity, updates, and cancellations helps in managing your shipments efficiently, avoid unexpected costs, and keeping your shipping process hassle-free.

Label validity

Make sure you use the label to ship your package before it expires:

• DPD labels are valid for 10 days after creation.

Label update

• Address change:
  • Parcel not yet shipped: you can easily correct the address by cancelling the original label and creating a new one. Using the "Duplicate" feature can simplify this process.
    • Steps to Cancel a Shipment or Label:
      1. Go to the Created Labels overview and select the shipment(s) you wish to cancel.
      2. In the dropdown menu (next to "Print label"), click "Cancel."
      3. Confirm the cancellation. The label will automatically move to the "Cancelled" tab.
    • Steps to Duplicate a Label (for creating a new one with corrections):
      1. Edit the original label in your panel by clicking on the eye icon next to it.
      2. Select the "Edit new label" option from the dropdown menu of the "Actions" button.
      3. Modify the data you need to change (e.g., the address).
      4. Confirm the label creation.
      5. You will find the new label in the "Created Labels" tab.
  • Parcel Has Already Been Shipped: you will need to contact our Customer Service department directly. They will be able to assist you with the process for an address correction in transit.

Cancellation deadline

If you don't use a label, it's essential to cancel it to avoid being charged.

• If you cancel the label before 23:59 on the day of creation, you will not be charged.
• If you cancel it within 42 days of its creation, the costs for this shipment will be corrected on your next invoice.
• After 42 days, it will no longer be possible to cancel or request a refund for the label.

For more details, you can consult the following article: How to cancel my shipment?

Direct Contract Shipping

If you have a direct contract with DPD, you can easily integrate it with your Sendcloud account. Our DPD contract activation (Benelux) guide explains how to connect your contract, allowing you to ship under your own terms and conditions.

When you choose to ship with DPD, you are agreeing to their General Transport Conditions. For complete details, please find the link below:

General Transport Conditions