Invoice FAQs

Rates & Extra Charges

It seems that a price on my invoice does not correspond to my tariff.

The total price on your invoice is composed of your standard tariff charge, any extra charges and charges for Optional Services (such as Insurance), if you requested those at the time of booking.

Why have I received “extra charges”?

Fuel Surcharge and Remote Area Surcharge are added to the shipment charge automatically. Other charges such as Saturday Delivery, movements of Dangerous Goods and Insurance are billed following a customer request for these services.

Why should I pay remote area surcharge?

A remote area is defined by a post code (or suburb /town name in the absence of post code) that is determined as difficult to serve or too distant, inaccessible or of low shipment density. Providing a delivery or pick-up of international shipments to such post codes requires a significant effort from DHL and presents considerable value to the Payer. You can check a list of areas subject to a remote area surcharge here

Why have I been billed for insurance? How is it calculated?

The provision at individual shipment level, of declared value coverage above Standard Liability, for the amount necessary to repair or replace a shipment /piece in the unlikely event of physical loss or damage. It’s important to note that DHL’s liability is limited in accordance with its terms and conditions. Liability is based on the weight of the goods, which may be considerably lower than the actual cost of replacement.

If you think this liability cover is insufficient, DHL Express encourages you to protect yourself against potential loss or damage by purchasing Shipment Insurance. (Charge: 1% of value of the goods, minimum charge €10.00)

How is the Fuel Surcharge calculated? Do you advise in advance what the rate will be?

The fuel surcharge differs depending on which service you use. The fuel surcharge is updated monthly to reflect current fuel prices and full details can be found here. The current month’s fuel surcharge is shown on our invoices along with the rate the will apply the following month.

Shipments

I have an Import Express Account and there’s a shipment on my invoice that has not been authorised

If an Import Express account (starting with prefix 96 or 95) is identified on your Waybill or customs paperwork, a shipment will be charged to this account. We advise customers to be careful to whom they disclose their Import Express account details as it can be misused knowingly or unknowingly by a shipper and you will have to pay. To see whether the shipment was indeed billed on your Import Express account, please check your Waybill.

How can I avoid authorisation problems with my Import Express account?

The new DHL Import Express Online gives you full control of your imports – wherever you are, directly via the Internet. It allows both importers and shippers to quickly and securely prepare and manage their shipments. With DHL Import Express Online, Import Express account holders can easily create, review and revise shipment instructions. The supplier can complete the shipping instructions, print shipment paperwork and generate labels and pick-up requests electronically.

I want this charge to be billed to the shipper/ a 3rd party

To be able to bill a shipment to the account of a shipper/ 3rd party we will need their written authorisation. Please remember to indicate that you wish a shipment to be billed to a shipper/ 3d party on the Waybill and in the customs paperwork.

Weight

Why is the weight on my invoice different from the actual weight of the shipment?

After collection, all shipments are reweighed at your local DHL Service Centre. We use our own scales to check the actual weight and an overhead scanner system to capture the shipment’s dimensions. The dimensions are required to calculate volumetric weight. The chargeable weight shown on your invoice will be the shipment’s actual or volumetric weight, whichever is greater. This reweighing system was developed in consultation with the UK Weighing Federation, and the equipment used fulfils the requirements of the Trading Standard Weights and Measures Act 1985.

Please visit the section on ‘Weights and Dimensions’ to see how to calculate volumetric weight. For Time Definite shipments, you can calculate volumetric weight using our quick calculator.