DHL Global Mail is an international shipping method available to customers who have an existing contract with both DHL Express and Deutsche Post. Shipments will first be delivered to Frankfurt, Germany for sorting, then be delivered to their final destination. To enable Global Mail as a shipping method, both Deutsche Post and DHL Express must be enabled in your Sendcloud Panel. For help enabling your carrier contract, click here.
DHL Global Mail is an ideal shipping solution for e-commerce businesses needing a reliable and cost efficient means to deliver small packages and letters (under 2kg) containing low-value goods internationally.
Shipping with DHL Global Mail
For all packages sent with DHL Global Mail, an Air waybill (AWB) is required to accompany the shipment on the 1st-leg journey to the Deutsche Post International Mail Centre in Frankfurt, Germany.
An AWB is a mandatory document required by international air couriers which allows the shipment to be tracked and also serves as a goods receipt. It contains the company name and address of the shipper, the destination address (Deutsche Post), the number of parcels contained and the collective weight.
Single parcels to be shipped with DHL Global Mail will have individual Deutsche Post (DP) labels created for them in the Sendcloud Panel. When the parcels are ready to be shipped, they are collected together in a box or parcel bag. The AWB is generated in Sendcloud as a single document which applies to all the individual parcels contained in the parcel box or bag.
When the shipment reaches the International Mail Centre in Frankfurt it will be opened and the individual parcels will be sorted and processed through the DP network. When processed, the local postal service provider of the destination country will complete the 2nd-leg journey by delivering the parcels to their final destination.
Follow the steps below to learn how to create an Air waybill and ship with DHL Global Mail through your Sendcloud Panel.
How to process DHL Global Mail labels in the Sendcloud Panel
In the Incoming orders overview, select only the orders you wish to include in the AWB and click Create labels to process your orders with the shipping method DHL Global Mail Priority or DHL Global Mail Tracked.
For example, if you have 20 parcels to be shipped with Global Mail and you wish to create two combined shipments of 10 parcels each, select the first 10 orders and create the AWB by following the steps below. Once the first AWB is created, select the remaining 10 orders and repeat the process to generate the second AWB.
For labels to be shipped with Global Mail, you will receive the following message to let you know that an AWB is required. Press Ok to confirm.
Go to the Created labels tab to see the labels you created. Go to Actions on the right hand-side and select Generate Air waybill from the dropdown menu to proceed. All labels requiring an AWB which do not yet have one will be included in the AWB generation.
The following message will appear asking you for final confirmation. Check the number of parcels matches the amount of labels you have generated, and press Ok to confirm.
Note: Only one AWB can be created at any one time. Once created, neither the AWB nor the individual labels contained in the AWB can be cancelled. If you need to create multiple AWBs, proceed with the first batch of labels and generate the AWB, before going on to create the second batch of labels/a second AWB.
Print the labels for the individual parcels as usual, and attach them. Put the parcels in your shipment box/parcel bag.
Print the AWB on A4 paper and attach it to the outside of the shipment box/parcel bag containing your parcels. Hand the bag or box in to your local DHL drop off point as usual.
Labels for which an AWB is generated will appear in the Created labels and Shipping tabs with the tag “Air waybill” under the tracking number. All labels in the shipment will have the same Track&Trace number up until the point they reach the 1st-leg destination in Frankfurt. Please note that shipments sent with Global Mail Priority will not receive additional tracking information from this point. This is only available when shipping with the Global Mail Tracked service.
You can find the AWB in the detail view of any of the parcels which are to be included in this AWB, by clicking the eye icon next to a created label and then clicking the drop down Actions menu.
My AWB failed to generate/failed to announce OR my parcels have moved to the "Action required" tab - what do I do? Check the steps below:
Maximum weight: 2kg
Minimum dimensions: 140mm x 90mm
Maximum dimensions: Length + width + height must not exceed 900mm / No dimension is to exceed 600mm
Delivery time indicators
Germany: 2- 4 Days
Europe: 3 - 6 Days
USA & Canada: 5 - 9 Days
Rest of World: 6 - 13 Days
DHL Global Mail Priority (Available for NL, BE, AT, FR, ES)
Possible destinations: 220+ countries
Tracking information: No*
Signature required on delivery: No*
Compensation in case of loss or damage: No**
Free return of undeliverable items: Yes***
*Shipment status will be submitted upon arrival at the DP International Mail Centre in Frankfurt. From this point onward, packages will not receive further status updates. For full tracking information, consider shipping with DHL Global Mail Tracked.
**Shipments sent with Global Mail Priority are not insured by default.
***Items which cannot be delivered in the destination country are returned to you, the sender, via the DP International Mail centre. From here, items are sorted and returned on a weekly basis to the return address specified.
DHL Global Mail Tracked (Available for NL, ES, FR)
Possible destinations: 50+ countries*
Tracking information: Yes
Signature required on delivery: No**
Compensation in case of loss or damage: Yes***
Free return of undeliverable items: Yes****
*Shipment to the below countries:
**Items sent with this service do not require a signature as they are scanned on delivery. Items are posted in the mailbox or can be picked up from a local post office, depending on the local delivery standard.
***Compensation of up to €40 can be claimed if an item sent on the Tracked service is lost or damaged by submitting an official claims form, available from your account manager.
****Items which cannot be delivered in the destination country are returned to you, the sender, via the DP International Mail centre. From here, items are sorted and returned on a weekly basis to the return address specified.
Customs declarations: If you are shipping internationally to a country which is outside of the EU, you will still need to attach a customs declaration label (CN22) to the outside of each parcel, plus three to five copies of the commercial invoice. A CN22 label will automatically be generated in label detail view when a non-EU destination country is selected.
How to Activate DHL Global Mail
To enable DHL Global Mail as a shipping method you need to have an account with both DHL Express and Deutsche Post. Then go to the settings for your Deutsche Post contract and add the DHL Express EKP, client and client secret.
Note: It's not necessary to add an email address, password or EKP/customer number. Doing so will generate an error. Click here for help enabling your Deutsche Post contract.