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DHL eCommerce UK tracking: statuses, ServicePoints, contact

7 min read

Peek is an independent tracker, not DHL eCommerce UK. It shows what DHL eCommerce UK’s own tracking publishes.

DHL eCommerce UK, formerly DHL Parcel UK, is DHL Group's British parcel network: it delivers for online shops and other businesses, often the next day. Track a parcel on DHL eCommerce UK's tracker with the shipment number and your postcode, or paste the number in the box above. The number is in DHL's own texts and emails, and the sender can give it to you too.

DHL eCommerce UK tracking number

DHL eCommerce UK says its shipment number "is typically 14 numerical digits". DHL's notification emails and texts show it as "Shipment number", next to a "Track your parcel" link. They reach you only if the shop gave DHL your mobile number or email address. No number at all? DHL says the sender can give it to you; see also how to find your tracking number.

Number (invented)What it is
60120000000000A UK shipment number: 14 digits, here starting 6012.
1234567The 7-digit number on a driver's calling card. It is also your pick-up code.
912345678A return shipment: 9 digits, always starting with 9.

The tracker also takes a calling-card number or a customer reference.

Fourteen digits are not unique to DHL. DPD UK uses them too (a number starting 1550 points to DPD UK), and so do SEUR and BRT. DHL eCommerce UK is also separate from DHL Express: each says it can't help with the other's parcels. In 2025 DHL Group announced that DHL eCommerce UK would be rebranded in 2026 as Evri Premium, a network of DHL kept apart from Evri. On 11 October 2026 the tracker and DHL's UK pages still used the name DHL eCommerce UK.

DHL eCommerce UK tracking statuses explained

The tracker is in English only and lists the newest message first. These are the ones you're likely to see, in order:

DHL eCommerce UK saysWhat it means for you
Your shipment has been collectedDHL has picked the parcel up from the shop.
Your shipment is at the delivery depotIt's at the local depot that will deliver it.
We're sorry but the delivery of your shipment has been delayed. We expect to deliver on the next working dayRunning late: DHL expects to try the next working day.
Your shipment is out for deliveryWith the driver today.
Your shipment is at the delivery locationSeen just before delivery on the day.
Your shipment is deliveredDelivered. The line below says who signed and when.
Delivery AttemptedThe driver called but couldn't deliver.
CollectedYou picked the parcel up.
We're sorry but your shipment was refused on delivery. Please contact your sender for further informationThe parcel was refused at the door.
Your shipment has now been returned to the sender. Please contact your sender for further informationThe parcel is going back to the shop.

Two lines can confuse. Collected on its own means you picked the parcel up, while Your shipment has been collected at the start means DHL collected it from the sender. And Your shipment is at the delivery depot can come back after a failed or refused delivery, when the parcel returns to the depot.

DHL eCommerce UK delivery, ServicePoints and missed deliveries

Delivery window. On the morning of delivery DHL gives a 1-hour window by text or email; without one, the tracker shows it once you enter the shipment number and postcode. The window itself can't be changed.

Changing the delivery. The tracker can offer a safe place, a neighbour, a DHL eCommerce UK ServicePoint, collection from the depot or another day. Which of these you see depends on the sender's account. To change the address, DHL asks you to contact the sender.

Not in. If a signature is needed, the driver leaves a calling card. It says whether the parcel was left with a neighbour or in a safe place, or whether DHL will try again the next working day; after a Saturday card, it tries on Monday. Where the sender has asked for it, the parcel may go to a ServicePoint instead.

ServicePoints and depots. You can pick the parcel up from the next working day after you rearrange. A ServicePoint keeps the parcel for 10 days. Bring the pick-up code from DHL's message or your calling card, plus photo ID and proof of address; check the opening times on the tracker. At a depot, show the shipment number with photo ID and proof of address; DHL's message gives the date to collect it by. Tracking says delivered but there's nothing? See delivered but not received.

Customs. For a parcel from the EU with duty or VAT to pay, the email comes from Trans Global Freight Management ([email protected]), DHL's customs agent. DHL releases the parcel only once it is paid in full, and holds it for only 14 days. More in parcel held at customs.

DHL parcel UK delayed, lost or damaged

Delays. DHL posts regional disruption on its live service updates page.

Not received. DHL's FAQ says to contact its customer service first, then the sender if that doesn't solve it. Citizens Advice adds that it's the seller's job to make sure the item reaches you and to chase the courier.

Lost or damaged. Claims are made by the sender, DHL's customer. DHL's claims policy gives the sender 14 calendar days from delivery to report damage (from the due date if the whole shipment is lost) and 21 days from delivery to register the claim. Keep the box and everything in it until the claim is settled, and tell the shop quickly.

Refused. DHL's message asks you to contact the sender to rearrange delivery.

DHL eCommerce UK contact number and customer service

As listed on DHL eCommerce UK's pages on 11 October 2026:

  • Phone: 02476 937770, Monday to Friday 7am to 8pm, Saturday 8am to 6pm. You'll need to enter your shipment number; have your postcode to hand.
  • Online: the "Send us a message" form on the contact page, choosing "Help with my parcel delivery". DHL aims to reply within 1 working day.
  • App: search for DHL eCommerce UK in the App Store or Google Play.
  • DHL Express parcels: contact DHL Express; DHL eCommerce UK can't help with them.

Tracking DHL eCommerce UK parcels with Peek

Peek recognises a 14-digit number but the shape is shared, so it asks the likely carriers at once. A number starting 6012 goes to DHL eCommerce UK first, and so does any 14-digit number for readers in the UK. If a DPD network also knows the number, you pick the carrier with "Change". A link from track.dhlecommerce.co.uk (with con=) or track.dhlparcel.co.uk (with consignmentnumber=) can be pasted too. A 9-digit return number is tracked once you pick DHL eCommerce UK with "Change"; calling-card numbers and references aren't tracked, because they need a postcode.

Peek checks DHL's tracker every 10 minutes, every 2 minutes once the parcel is out for delivery, and can notify you when the status changes. It shows the status, the history, the expected delivery day and the delivery time, in UK time, with DHL's English messages as DHL writes them. It leaves out who signed and the sender's reference. DHL gives no place for its scans, so nothing appears on the map. Shipments drop out of DHL's tracking some time after delivery, and Peek doesn't follow a parcel to another carrier.

Questions about DHL eCommerce UK tracking

Is DHL eCommerce UK the same as DHL Parcel UK?

Yes. DHL eCommerce UK was formerly known as DHL Parcel UK; it's the same company under a new name.

What time does DHL eCommerce UK deliver?

DHL gives a 1-hour delivery window on the morning of delivery, by text, email or on the tracker.

How long does a DHL ServicePoint keep my parcel?

10 days. Bring your pick-up code or calling card, photo ID and proof of address.

Is a DHL eCommerce UK text legit?

DHL says the only payments it asks for by email or text are customs duties and taxes, and it sends a one-time code to you first. DHL warns that scam texts often carry a shortened link; report them to [email protected], and in the UK to Action Fraud on 0300 123 2040.

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