Germany's parcel delivery system bewilders newcomers. DHL, Hermes, DPD, and GLS all have subtly different rules, but the most confusing is DHL's practice of leaving packages with a neighbor (Nachbar) without telling you in advance. You come home to find a delivery notice in your mailbox with a neighbor's name and apartment number written on it.
DHL's Neighbor Delivery
DHL drivers are allowed to leave parcels with a neighbor if you're not home, without requiring your consent for this specific delivery. The delivery notice (Benachrichtigungskarte) left in your mailbox shows which neighbor received it and the date. You have a few days to pick it up before DHL retrieves it and takes it to the nearest Packstation or post office (Postfiliale). Neighbors can also refuse (they're not obligated to accept), in which case it goes straight to the Packstation.
DHL Packstation
The Packstation system is DHL's automated locker network — orange-yellow machines at train stations, supermarkets, and street corners. For deliveries to Packstations instead of your home:
- Register a free DHL account at dhl.de and activate the "Packstation" option
- Your Packstation number and postnumber become an alternative delivery address: Postnummer, Packstation [number], [postcode] [city]
- You receive an SMS/app notification with a pickup code when the parcel arrives. Lockers hold items for nine days.
This is the cleanest solution for anyone who isn't home during delivery hours.
Redirecting a Delivery
If a package is already out for delivery, you can redirect it to a Packstation or post office via the DHL app (Paketankündigung feature). Set this up in advance in the app under "Lieferpräferenzen" (delivery preferences) — you can permanently route all DHL deliveries to your preferred Packstation.
Other Carriers
- Hermes: uses HermesShop partners (kiosks, tobacco shops, sometimes dry cleaners) as pickup points. Less reliable tracking than DHL. Tracking via myhermes.de.
- DPD: generally delivers in a specific time window, with an hour's notice via SMS before arrival. Easiest to intercept.
- GLS: uses ParcelShops as pickup points. Less common for B2C deliveries.
Missed Deliveries and Returns
An undelivered package stays at the Postfiliale for seven days. After that it's returned to the sender. Bring your ID plus the delivery notice to pick it up — the address on your ID must match the delivery address. At a Packstation, you need the DHL app or the code on the notification.
If your order is damaged on arrival, photograph it immediately before opening fully and contact the retailer — the carrier is responsible for damage during transit.
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