DPD shipping conditions (Germany)

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

Shipping Methods (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.
• Avg. Transit Time: Delivery times can vary depending on volume and season (e.g., Black Friday, Christmas). For more information on delivery times, please refer to DPD's article: Help with international shipping.
  • Within Germany: Fast standard delivery, usually within 24 hours.
  • Throughout Europe: 1-4 business days.
  • Worldwide: 3-10 business days.
• DPD Predict: Find more information about Predict on DPD website.
  • With Predict parcels, only one delivery attempt is made. After that, the parcel is automatically redirected to a service point.
  • DPD Predict is automatically selected as soon as an e-mail and telephone number of the recipient is provided. Manual selection is not possible.

Home & Business Delivery

Service point delivery

Return Shipping Methods (National & International)

Special conditions

• Digital Label (QR/labelless): No printing is required. Just present the QR code link at a Service Point, where the label will be printed and applied to your parcel.

Home Delivery

Parcel shop delivery

Choose to deliver your shipments to a parcel shop, which is a convenient and popular option for many online shoppers.

• Offering parcel shop deliveries with the Sendcloud plugin is easy! The setup can differ depending on your integration. Here you can find more information.

You can then select the desired parcel shop either via your check-out or directly via the Sendcloud panel.

A shipment can be delivered up to three times. If it’s not collected, it will be kept in the parcel shop for seven days before being returned.

With DPD Predict, the parcel is redirected to a parcel shop after the first unsuccessful delivery attempt. Using DPD Predict and live tracking, your customers can manage their delivery, track their parcel in real time, and see the exact delivery window, accurate to within 30 minutes.

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.

• 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

To have the carrier pick up your parcels as needed, schedule a one-time collection after creating your shipping labels.

Scheduling process

• Free Subscription Users: If you're on the Free plan, please refer to the drop-off section.
• Lite Subscription Users Onwards: You can easily schedule an incidental 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: 10 parcels per pick-up
• Pickup Days & Times:
  • Monday to Friday - from 9:00 - 18:00h
• Request Timing: You must request your pickup:
  • 1 business day in advance during low season.
  • 2 business days in advance during high season.
• No Parcels for Pickup? If you have no parcels for a scheduled pickup, please contact our  Customer Support Team immediately to cancel it. Failure to do so may result in a surcharge.

Pricing

• Lite Subscription Users Onwards: Free of charge.

Recurring Pick-up

You can schedule regular collections so the carrier picks up your parcels from a specific location on a consistent basis, for example daily or weekly.

Scheduling process

• Free Subscription Users: If you're on the Free plan, please refer to the drop-off section.

• Lite Subscription Users Onwards: 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: 20 parcels per week & 4 parcels per pickup
• Pickup Days & Times:
  • Monday to Friday - from 9 AM to 6 PM

• 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

• Lite Subscription Users Onwards: Free of charge.

Drop-offs

General features

• Whether you are on our Free plan or prefer the convenience, 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 method. You'll find more details in the Shipping Methods section.

Claims Process

When you ship using Sendcloud’s rates, Sendcloud acts as the intermediary between you and the carrier. If any issues occur with your parcels, you can open a claim directly through the Support panel in your Sendcloud account. For more details, see our article: How do I start an investigation or file a claim for my parcel?

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

Claim deadlines & Required documentation

Compensation policy

National & International claims

Special conditions

Excluded goods from claims

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

• Glass and articles incorporating glass
• Earthenware and similar products prone to breakage
• Ceramics
• Stone
• Sugar or chocolate ware
• Cast iron objects
• Buckets
• Cans and jerry cans with oil
• Works of art
• Jewellery (including watches)
• Precious metals
• Gemstones
• Real pearls
• Porcelain
• Antiques
• Carpet
• Furs and other valuables

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

Resolution time (estimated)

Once the claim is submitted to the carrier, 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 (Germany).

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.

• Valuables: Money, documents of monetary value (e.g., credit cards, securities, vouchers), precious metals, jewelry, precious stones, watches, and works of art.
• High-Value Items: Any parcel with a value exceeding €13,000, or items like furs, carpets, antiques, and decorative items with a value over €520 per parcel.
• Illegal & Dangerous Goods: Parcels whose content is illegal, firearms and their parts, explosives, hazardous goods (such as batteries, radioactive substances, flammable materials, and chemicals), and any non-hazardous or hazardous waste.
• Biological & Perishable Items: Living or dead animals, human or animal remains, body parts or organs, medical examination material, and medical waste. This also includes perishable goods like fresh food and cut flowers, with exceptions for DPD Food Express services.
• Sensitive & Fragile Items: Goods that are sensitive to radiation (e.g., damaged by x-rays) or require special handling (e.g., must be kept upright).
• Prohibited by Law: Any goods whose import or export is forbidden by law in the country of origin, transit, or destination, as well as items that violate applicable sanctions.
• Special Conditions: Shipments where the freight costs or goods value are to be collected upon delivery are also excluded.

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' conditions: DPD Service Conditions.

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 7 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

You can easily integrate your direct contract with DPD into your Sendcloud account. Our DPD contract activation (Germany) 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 links below:

General Transport Conditions