topic DHL failed to collect in Selling Tools

DHL failed to collect

hazelvedmore — Mon, 05 Jan 2026 16:29:35 GMT

Hi,

So I had to use simple delivery (!) for selling a largish item (box was 60cm x 46 x 46cm/7kg), and they completely failed to collect from my address. They then continued to not collect the following three working days. This was just before Christmas. DHL's customer service is non-existant and I had zero replies to any emails. As time had elapsed over Christmas I really needed to ship the parcel to the buyer, so I used Parcel Force and dropped it off at the post office. So this has cost me money to send, eBay/DHL have the shipping costs from the buyer which never provided a service. Is there any way between me and the buyer we can recoil the DHL costs?

Re: DHL failed to collect

kat@ebay — Tue, 06 Jan 2026 09:47:40 GMT

Hi @hazelvedmore ,

Thank you for your post.

Sorry to hear of this experience with DHL. They were dealing with very high volumes over the busy period. A refund request can be put through for the DHL label through the link here.

Thank you

Kat

Re: DHL failed to collect

hazelvedmore — Tue, 06 Jan 2026 10:30:19 GMT

Hi Kat,

Thanks for your help. I've just tried to apply for a refund via the link you provided, but as I'm applying after the 14 day limit I can't take this matter any further. This is disgusting. It's now cost me £14 out of any money I've made from the sale to ship the item all because I stupidly used a recommended shipper provided by eBay, AND it's taken this long to find a way of applying for a refund. Really stinks

Thanks,

Martin

Re: DHL failed to collect

Anonymous — Thu, 08 Jan 2026 13:08:42 GMT

just curious 60cm x 46 x 46cm/7kg royal mail would have collected it and cheaper. why use dhl at double the price?