Item sent by DHL has not been delivered to buyer yet (7 days later).

[dek6167]

Hello, I sent an item to a buyer using simple delivery via DHL (as it was a bulky parcel).  The item has been sitting in the final depot (Birmingham) for 5 days now without delivery attempted. 
How can I escalate this.  I can't find a way to contact DHL, or to raise this with eBay (I thought the point of simple delivery was that they could deal with such issues).  The buyer has contacted me to ask me to chase it.   If anyone could offer any advice that would be great.  Thanks.  

[**peaseblossom**]

You could try ringing DHL (Google for number) but if it doesn't turn up if the buyer opens a "Not received" case ebay will refund and you keep the payment.

[dek6167]

Thank you for the advice.  I did try phoning DHL earlier - after 20 minutes on hold someone answered, but hung up before I could even pose my question.  It was late but was before their lines shut (as per web page) at 8pm.  I've tried their online contact form now.  
I have asked buyer to raise non-receipt with eBay - it's a shame I can't do this for them as I can understand their frustration at not receiving their item and having to instigate the escalation.
I would refund them and take it up myself with eBay but it seems that this is not possible.  
I appreciate you clarifying the procedure - thank you.