DHL Global Payment Portal    

Frequently Asked Questions

Find answers to common problems in our FAQ pages.

If this is the first time you've received a Duty/Tax Invoice from DHL Express, you may need a few questions answered. We hope this section provides all the information you require, but if you have any further questions please don’t hesitate to contact us.
I've purchased goods over the internet. Why do I have to pay additional charges?
In general imports of shipments require formal customs clearance. Products with a value of more than EUR 150 are subject to the payment of customs duties, with variable rate, depending on the type of merchandise and VAT 19%.
I thought the price I paid included all charges. Why wasn't I told about the additional charges?
Internet and catalogue retailers usually include advice regarding the likelihood of import duty and tax in their shipping information pages. Please check the retailer’s shipping notes, terms and conditions of your purchase, or contact the retailer directly.
The goods I have received are a gift or a sample. Why do I have to pay Duty/Tax?
In order to be accepted as a gift by customs authorities, three requirements must be fulfilled given:
  1. The word "gift" needs to be on the commercial invoice.
  2. It must be a shipment from private to private.
  3. The value of goods may not exceed 45 EUR.

The requirements for identifying samples are:
  1. It must be identifiable that the goods are for use as samples (e.g. indelible, recognizable marking) and it needs to be stated on the commercial invoice.
  2. There are a maximum of 5 samples with a maximum value of 50 EUR per product group. Different qualities, color differences and other commercial differences (except size differences) should be taken into account.
The goods are not what I expected. Can I return them and get a refund of the Duty/Tax paid?
Most online sales portals offer logistical solutions in these cases that involve repayment of the money paid for the item. Likewise, the importer may request from the Customs Authority the reimbursement of the taxes paid, in compliance with the legally established conditions.
What happens if the sender wants to pay the duty/tax?
The sender has the option to pay the taxes and import duties of the country of destination, provided that he informs DHL Express in writing in the country of origin that he agrees to pay them. To use this service, the seller must have an account with DHL Express and be up to date with your payments. (This request can only be done after one month of the shipment date)
What are the available payment methods?
  1. You can pay the taxes online through the link that we send you by SMS and / or email. This is the fastest payment method.
  2. Or you can pay them in cash upon delivery of your shipment by our courier.
Where can I get a copy of the Duty/Tax (GST) paperwork?
Click the button "initiate the download of your Duty/VAT documentation" at the bottom of the Payment page. Follow the instructions to save the document in your computer.
Where is my shipment?
Please check our track and trace for detailed Information:
www.dhl.de/de/geschaeftskunden/express.html
How can I get a payment receipt?
A payment receipt will be send to you via mail after payment.
How to claim wrong customs declaration?
Please contact: zollrechnung-de@dpdhl.com


CONTACT & SUPPORT

General information:
www.dhl.de/de/geschaeftskunden/express.html

DUTY & VAT related enquiries:
www.dhl.de/de/geschaeftskunden/express/infos-knowhow/hilfe-zollabwicklung.html
Tel. 02203 69923 00
Email Address: zollrechnung-de@dpdhl.com
We are available from Monday to Friday as of 08:30 AM to 16:00 PM