Frequently asked questions
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Pro příjemce
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Where can I find information about where my parcel is right now?
You can track each step of your parcel route in our Parcel Tracking Tool.
Fill in the number of your parcel (it usually has 14 characters) into the search box. In a moment, you will see where your parcel is right now and on the day of delivery, you can check the time window of the delivery of your parcel (only for DPD Private).
How can I change the date and place of delivery?
You will always receive a link to any delivery modifications via email and/or SMS (depending on the selected service) as part of the delivery process for a particular parcel. You can easily change the date or place of delivery in our myDPD application here. If the address of delivery is changed, we will deliver the parcel the next following working day. Please be informed that when you change the delivery from an address to a Pickup Point, it is not possible to switch back to other address delivered by courier and the parcel must be collected at the selected Pickup Point.
Our Pickup points cannot accept tyres.
How can I file a complaint about a damaged or lost parcel?
Jak na vrácení mojí zásilky?
Pro příjemce:
ZDE si ověřte, zda váš odesílatel umožňuje jednoduché vrácení vašeho balíku prostřednictvím našich služeb.
Pokud ano,
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postupujte dle pokynů a objednejte si na náklady odesílatele kurýra až k vám domů nebo vyzvednutí balíku na jednom z našich výdejních míst Pickup.
Pokud ne,
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kontaktujte svého odesílatele a po domluvě můžete svou zásilku jednoduše vrátit skrze naší objednávku přepravy ve vlastní režii.
Pro odesílatele:
- Prostřednictvím našeho webového portálu Return My Parcel si mohou vaši zákazníci objednat kurýra k nim domů nebo na vybrané výdejní místo.
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Jednorázově poslat přes aplikaci Z ruky do ruky.
How shall I proceed if the parcel is not delivered?
If the parcel is not delivered successfully the first time, it is automatically being redelivered the next following working day. If the parcel is not delivered successfully the second time, it is automatically left in the depot to be picked up by the consignee in person within 7 calendar days. We try to deliver the parcel for the third time only on demand made in the myDPD or by contacting us by filling in this form.
Why cannot you deliver my parcel at a certain time?
We optimize the courier routes to reduce the amount of mileage and CO2 emissions. That is why we cannot deliver your parcel in the time you chose. In this case, we recommend you to pick up your parcel in the Pickup Point where it can wait for you for up to 7 calendar days and you can pick it up when it suits you. Many Pickup Points are opened at weekends as well.
You can also easily change the place of delivery in our DPD Kuryr app at www.dpdkuryr.cz. Just enter the 14-character number of the parcel and your personal code we sent to the contact quoted by the sender. If you did not receive any code or number of the parcel, please contact us by filling in this form.
Why did the courier not call me?
The couriers receive agreed remuneration for each parcel they deliver. DPD couriers are the employees of our contracting carrier and it is in their interest to deliver the parcel. However, they are not obliged to call the consignee (be it a Czech or a foreign number). On the day of delivery, we send an SMS and email to consignees of DPD Private service parcels with the time window of the parcel delivery by the courier.
How do you proceed if the parcel is not delivered?
If the parcel is not delivered successfully the first time, it is automatically being redelivered the next following working day. If the parcel is not delivered successfully the second time, it is automatically left in the depot to be picked up in person within 7 calendar days. We try to deliver the parcel successfully for the third time only on demand made in the DPD Kuryr app or by contacting us by filling in this form.
Do I have to have the exact amount of cash to pay the cash on delivery?
If you opted for cash payment in the e-shop, please have the exact amount of cash to be paid ready for the courier. Unfortunately, we cannot ensure that the courier does not give all his change to the previous customer.
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Pro odesílatele
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How do I order transportation?
For person-to-person delivery or unregistered clients we have a web application. The application is designed for sending parcels between private persons, as well as unregistered companies in the Czech Republic and selected European countries. You will quickly find out what the transportation price and delivery time are and you do not have to print out any shipping labels – the courier will take care of everything. You will pay easily by a credit card. In the morning of the pick-up day, we will send you an e-mail informing you about the time window of the courier's arrival. Within the Czech Republic, senders can change the time and place of delivery in the DPD Kuryr application. All consignees of parcels sent within the Czech Republic and the EU will receive an SMS or an e-mail with the notification of an exact one-hour time window of the parcel delivery. You can also visit one of our depots where our employees will take care of the parcel.
Registered clients: We offer a comfortable solution via our My DPD application at www.mojedpd.cz where you can find a comprehensive offer of our shipping services providing shipping into 230 countries of the world, as well as options, parcel import, printing of shipping labels, management of consignees\' addresses, accounts, etc. The application is suitable for small and medium-sized enterprises. You can of course use the web services of My DPD API. For more information about the My DPD application, go to the following website.
If you wish to send parcels with DPD on a regular basis and in bigger numbers, please fill in this form. We will contact you within 48 hours. We will discuss the conditions, prices and other details together.
The overview of basic price lists and surcharges can be found at this link.
Look at 7 steps that make sending your parcel easier at this link.
How shall I proceed if the parcel is not delivered?
If the parcel is not delivered successfully the first time, it is automatically being redelivered the next following working day. If the parcel is not delivered successfully the second time, it is automatically left in the depot to be picked up by the consignee in person within 7 calendar days. We try to deliver the parcel for the third time only on demand made in the DPD Kuryr app or by contacting us by filling in this form.
My customer has received a damaged parcel. How should I proceed?
If the parcel is visibly damaged, or if the consignee opens it in presence of the courier and finds out that the delivered goods are damaged, the consignee will draw up the Damage Report together with the courier. We will inform you (being the sender) about the damaged parcel and you will then agree on the compensation or money refund with the consignee on your own.
If the consignee finds out about the damage only after the courier has left, the consignee is obliged to fill in the Damage Report within two weeks after the parcel delivery, or to ask you (being the sender) to fill it in. The complaint settlement will again depend on your individual agreement with the consignee.
Even unpleasant complaints will be dealt with pleasantly at DPD. You can find more information at reklamace.dpd.cz
Download the instructions on “How to claim for damage to my parcel?”
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Čekám balík - Výdejní místa
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What are the opening hours of my parcelshop?
You can find all DPD Pickup Boxes and drop-off points here. Enter your address or postcode.
