Frequently Asked Questions about recieving parcels

How long does it take before I can collect my parcel from a DPD ParcelShop?
That depends on where your order comes from. In Luxembourg this is usually the next day. You will be sent an e-mail or SMS once your order is ready to be collected at the shop.

How long is my parcel kept at a DPD ParcelShop?
From the moment your parcel arrived, we will keep it for 8 calendar days.

What do I have to take with me when I come to collect a parcel from a DPD ParcelShop?
If you come to collect your parcel, you must have a valid ID with you.

Can I follow my order using track and trace?
That depends on the sender. If you receive a link or parcel number form the sender, you can follow your parcel using track and trace on www.dpd.lu.

Can I change my choice of DPD ParcelShop after the order has been placed?
No, you cannot change the collection point of your parcel.

I was not at home when the driver tried to deliver the parcel. 
If the driver failed to deliver your parcel he left a notification for your. With this you can pass on new delivery instructions on www.nouvellelivraison.lu.

Can someone else collect my parcel at a DPD ParcelShop?
Yes, you can authorise someone else to collect your parcel. You must ensure that person has a copy of your ID.

What do I have to do if my parcel is not at the DPD ParcelShop?
Have you received a message that your parcel has been delivered but it is not at the DPD ParcelShop? Then contact us via webparcel@dpd.lu. You can also call on +352 39 53 39 (local rate + possibly additional mobile costs). We are available from Monday to Thursday from 08:00 am to 6:00 pm and Friday from 08:00 am to 05:15 pm.

My collected order is damaged in the packaging, what do I do now?
That is inconvenient. You should best contact the sender of the parcel.

Can I also return my collected order via a DPD ParcelShop?
This is possible if the sender also provides that option. For this contact the sender to be certain of this. You can also buy a parcel label yourself from a DPD ParcelShop or on webparcel.lu and send your parcel back.