FAQ

General information

Within Austria, you can send a size S parcel starting at just EUR 3.89.
You can find out the exact price for your parcel by using the DHL Online Franking Service.

You can send a size S parcel to another European country starting at just EUR 8.99.
You can find out the exact price for your parcel by using the DHL Online Franking Service.

Use the online tool to buy and print postage for your parcel. It's easy.
First select the product and enter the sender and recipient information.
Then pay with PayPal.

Once payment has been made, you can open your parcel stamp as a PDF and print it out on your printer.

Please note that Adobe Reader must be installed on your computer to be able to do this.

How to buy and print postage online

Then drop your parcel off at one of our Parcelshops.

To the Parcelshop finder

Use the online tool to buy and print postage for your parcel. It's easy.
First select the destination country and then the product.
Enter the sender and recipient address information and then pay with PayPal.

Once payment has been made, you can open your parcel stamp as a PDF and print it out on your printer. Please note that Adobe Reader must be installed on your computer to be able to do this.

How to buy and print postage online

Then drop your parcel off at one of our Parcelshops.

To the Parcelshop finder

If you suspect that a parcel has gone missing, first check its shipping status on this website. If this check was unsuccessful, please contact the sender of the parcel so that he or she can initiate a search.

To shipment tracking

If your package arrives damaged or incomplete, fill out the damages form in full and send it to the Customer Services team via e-mail. Photograph the damage from all sides and append the photos to the damages form.

You will receive feedback from your sender as soon as we have processed your claim.

Download the damages form

If we've missed you, your parcel will usually be taken in a DHL Parcelshop, where it is stored until you come to collect it. You can also arrange a second delivery for the following day by contacting our Customer Services team. Their contact details can be found on the notification card that was left in your mail box.

Parcels with the cash on delivery service can only be handed over to their intended recipient in person since the cash sum must be registered directly. For this reason, cash on delivery parcels cannot be left in a storage location or dropped off at a DHL Parcelshop.

About DHL Online Franking

The DHL Online Franking tool is a quick, easy and economical way to buy and print postage for your parcels online.

The tool allows you to prepare parcels for shipment within Austria, the EU or anywhere else in the world.

The benefits for you:
  • Free of charge with no registration required
  • Direct and secure online payment
  • Create parcel stamps directly in your web browser
  • Print from your own computer
  • Parcel stamps are provided as a PDF download. To display your PDF document, Adobe Reader must be installed on your computer. Download it here for free.
    Please note that the PDF download is provided only once for printing.
  • Active internet connection
  • Up-to-date internet browser (all current browsers are supported)
  • A valid e-mail address for your order confirmation and subsequent access to your shopping basket
  • Printer
  • DIN A 4 paper (single-color, white or recycled) or labels

Create parcel stamps online in just three easy steps.

Step 1: Product selection

  • Product selection: Select the destination country. The available products and prices will be displayed based on your selection.
  • Address entry: Enter the sender and recipient information. An address check will be carried out automatically. You will be notified if the recipient address cannot be found in our system. A parcel stamp can still be created even if the address is not found.
  • Continue with the "Add to basket" button

Step 2: Basket and checkout

  • The products you have selected so far are displayed. You may change or delete individual items here.
  • Enter your e-mail address to receive your order confirmation.
  • Accept the General Terms and Conditions.
  • Continue with the "Pay for order" button
  • You will then be forwarded to the corresponding partner website for payment. Once payment has been completed, you will be returned to the DHL website. When you use this service for the first time, you will need to register with the payment services provider. Further information about this can be found in the payment services provider's GT&Cs.

Step 3: Printing parcel stamps

  • Your parcel stamp will be displayed in a PDF document, which can be printed right from your computer. Please note that you will need a PDF reader (e.g. Adobe Reader) in order to print parcel stamps.
  • The parcel stamp can now be cut out and adhered to the parcel.
  • DHL wants to make ordering and printing stamps as easy and as convenient as possible – that’s why we offer immediate and delayed printing for parcel stamps.
  • If you wish to print your parcel stamp later, you can retrieve it from your basket by clicking the link provided in the order confirmation.
  • Your parcel stamp is available for 30 days after purchase.

  • No, no special address label is required for the online parcel stamps.
  • The parcel stamp can be printed on a standard sheet of plain A4 paper (white or recycled).
  • Adhere the parcel stamp onto your shipment (e.g. with a glue pen). It is important that the parcel stamp does not cover up important postal information.

A secure payment system from DHL is available for your parcel stamp purchases. Your personal data will be handled in the strictest confidence and security. Registered customers can make payments securely simply by entering their user name and password.

The following payment method is currently available:

  • PayPal
  • Once the basket has been confirmed, you are taken to the order summary on which your address and payment details are already recorded. If you have not yet registered, you can do this during the ordering process without losing the contents of your basket!
  • Once payment has been made, you will be returned to the DHL page, where you can continue printing out your finished parcel stamps.

Parcel stamps purchased through the DHL Online Franking tool are supplied as a PDF download. You will need Adobe Reader to print the parcel stamps.

Generally, your parcel stamp is available for printing only once. If printing fails and you are unable to re-print the parcel stamp, please contact our Customer Services team.

To the contact form

No. Unfortunately it is not currently possible to schedule parcel pick-ups.

The customs declaration must be completed when shipping to countries outside the European Union and to EU-excepted territories. If required, a so-called Paketkarte (parcel card) must also be completed for parcel products.

DHL’s Online Franking tool asks for all the required information and automatically prints out the necessary paperwork along with the parcel stamp.

EU member state Territories that are not part of the EU customs zone * Third-party territories from a VAT perspective *
Denmark Faeroe Islands, Greenland  
Finland   Åland Islands
France (including Monaco) Overseas territories: French Polynesia, New Caledonia
Territorial communities: St. Pierre and Miquelon
Overseas departments: French Guyana, Guadeloupe, Martinique, Réunion, Mayotte
Greece   Mount Athos
Great Britain and Northern Ireland (including the Isle of Man)   Channel Islands (Jersey, Guernsey, Alderney, Sark, Herm, Jethou)
Italy Livigno and Campione d`Italia  
Netherlands Territories outside Europe (Aruba, Bonaire, Curaçao, Saba, Sint Eustatius, Sint Maarten)  
Spain Ceuta and Melilla Canary Islands (El Hierro, Fuerteventura, Gran Canaria, La Gomera, La Palma, Lanzarote, Tenerife)

 

* EU excepted territory: customs paperwork required

For international parcels sent to countries and territories outside the European Union, an export declaration is only required at customs if:

  • The parcel contains goods for commercial purposes (e.g. for sale in the context of an Internet auction) and the total value of the goods exceeds EUR 1,000.
  • The parcel contains goods for commercial purposes that form part of a regular series of similar transactions and the total value of all shipments exceeds EUR 1,000.
  • The parcel contains goods that are subject to prohibition or restriction orders.
  • The parcel contains goods that require an export license due to regulations issued under foreign trade law or the European community.

Further information about customs law or contact details for customs offices can also be found on the website https://www.bmf.gv.at/zoll/zoll.html.

The shipment information provides you with all of the key information about your parcel in a clear and easy to understand form. The shipment number and post code are essential for shipment tracking.

You will be given a separate drop-off receipt when dropping off your parcel at a DHL Parcelshop.

You can track the status of your national and international parcels right online using the DHL shipment tracking service. Simply enter the shipment number to find out the status of your parcel.

  • If you have used an incorrect address on a parcel stamp, for example, please contact our Customer Service and provide shopping basket number. You will find this information at the top of the order confirmation.
  • Recipient and sender addresses used on purchased parcel stamps can be changed/edited by our Customer Services team. Please note that addresses cannot be changed by hand on the printout – this must happen through Customer Service. Customer Services will send you the modified parcel which you can then print from your own computer.
  • Alternatively, parcel stamps can be cancelled by our Customer Services team and your money will be refunded. Please note that cancellation requests must be submitted in writing.

The GT&Cs for Online Franking issued by DHL Paket Austria apply.

The following terms and conditions also apply to the transport of parcels:

  • GT&Cs DHL Paket Austria
  • GT&Cs Paket International

About payment

A brief registration process is required to order a parcel stamp. Registration is free – all you need is a valid e-mail address and a password.

Registration is absolutely free of charge.

All you need to register is an e-mail address and a password. Registration is absolutely free of charge.

When you enter your e-mail address, we check for a valid e-mail format. Common errors during entries include umlauts (ä ö, ü), spaces or special characters. Simple typos can also lead to an error. Please check your e-mail address again. It may also be that you have already registered with this e-mail address before. If you continue to experience problems, please contact Customer Services – our team will contact you as soon as they can.

To rule out typos, we ask you to enter your password twice. If your first entry does not match the second one, we assume you have made a typing error. Simply try again.

The following characters are acceptable for your password: a-z, A-Z, 0-9. !, ", §, %, &, /, (, ), =, ?, *, +, -, _ .

If your problem persists, please contact Customer Services – our team will contact you as soon as they can.

The following characters are acceptable for your password: a-z, A-Z, 0-9. !, ", §, %, &, /, (, ), =, ?, *, +, -, _ .

By entering the security code (CAPTCHA), we are able to ensure that we are not allowing automated, harmful programs to register. If you are unable to read the code, click "Display new code".

The following payment method is currently available: PayPal

To pay with PayPal, simply enter the e-mail address of your PayPal account at the checkout. If you then want to pay for your order with PayPal, select the corresponding method at the checkout. You are then forwarded to PayPal, where you can then log in with your PayPal access details and complete the payment.

With your first payment via PayPal, you authorize us to carry out the merchant's withdrawal. This means that, next time you want to pay with this PayPal account, we can debit it directly and you no longer need to log in to PayPal.

With the PayPal merchant's withdrawal, you are authorizing us to debit payments directly from your PayPal account. You consent to this with PayPal when you pay with this PayPal account for the first time. For subsequent orders, you therefore no longer need to log in to PayPal to pay with this PayPal account.

You can manage the merchant's withdrawal in your PayPal account.

If PayPal is not an option displayed to you as a means of payment, or if it shows as disabled, this may be due to a number of reasons:

  • PayPal is currently only available for orders via Allyouneed.com or online franking
  • A technical error has occurred
  • A risk analysis has indicated that payment with PayPal is not permissible for this order

Please select another form of payment available to you and please understand that our Customer Services team is unfortunately unable to alter the availability of payment methods.

The risk analysis determines the payment methods available for every order based on a range of criteria:

  • Value of the order
  • Customer status, whether you are a new or existing customer
  • Address details
  • etc.

As soon as we receive the cancellation, the money already paid to us will be refunded.

About shipment tracking

To track your parcel online, simply enter your shipment number on our website.

A shipment number is a combination of numbers and letters that uniquely identifies your parcel and can be used for parcel tracking. The number can be anywhere between 10 to 39 characters long.

If you drop off your parcel in a DHL Parcelshop, you will be sent an electronic receipt with the shipment number either by e-mail or SMS. In exceptional cases, you may be given a paper receipt, which also shows your shipment number.

If you drop off your parcel at a DHL Packstation, the shipment number is shown on the receipt, which can be printed out right at the Packstation.