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If you have a question about DHL’s Packstations or a problem with the service, please contact customer service via the hotline. There are also other options available.
Packstation: Hotline and other contact options
The central hotline for problems or questions about DHL Packstations is 0228 4333112. There are also various other ways to contact DHL customer service, including chat, email, and social media.
- General customer service for letters and parcels is available daily between 7 a.m. and 8 p.m., including holidays. Here, all your questions about the Packstation will be answered at the local rate. The cost is charged at the local rate; with flat rates, the call is usually free of charge.
- Other contact options: Use the contact form. You can find it directly on the DHL website. After selecting it, click on your request, e.g., for malfunctions or complaints.
- DH Facebook chat is available Monday through Friday from 8 a.m. to 10 p.m. and Saturday from 8 a.m. to 8 p.m. You will often receive a very quick response here.
- You can send inquiries by email to [email protected]. For specific inquiries, you can also write to DHL at [email protected].
- The address for written correspondence is: DHL Paket GmbH, Sträßchensweg 10, 53113 Bonn.
- All of these channels provide contactless and fast assistance with issues relating to Packstation and other DHL services.
What information you should have ready when you call
When calling the Packstation hotline, customers should have certain information ready to enable quick processing. Particularly important are the shipment number, the postal number (customer number), and, if applicable, the complete customer details such as name and address.
- Important information for the call: You will need the shipment number to identify the specific package. This can be found in the confirmation email from DHL or the online shop. The postal number/customer number is stored in your personal DHL customer account or on your DHL customer card. It is required for all matters relating to the Packstation and your customer account.
- If you do not have a postal number, you must have your full name and address ready. Optionally, provide information about the Packstation in question (number and location) if the request relates directly to it.
- The hotline will ask for the shipment number and postal number in order to be able to assign the request. Additional questions may be asked about address data or specific problems (e.g., defective Packstation).
- The shipment number and postal code allow customer service to quickly find the correct package and account in the system and provide information or make changes.
- Without this information, the request cannot be correctly assigned and processing will be delayed. For efficient customer service, this data helps to resolve the issue quickly and reliably.
