Privacy Notice

Personal data means any information relating to an identified or identifiable natural person ('data subject'); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person. This includes information such as your real name, address, telephone number and date of birth. Information which cannot be linked to your real identity - such as favorite websites or number of users of a site - is not considered personal data.

a) To obtain information regarding the data that we have on file about you.

b) To have any incorrect data that we may have on file about you rectified.

c) To have data that are no longer required for the purpose stated erased or - where a requirement to store data exists - to have the processing thereof restricted.

d) To receive data they provide in a structured, standard and machine-readable format.

e) To file an objection if the processing of your data is based upon a legitimate interest/to its use for advertising purposes/to a decision based solely upon automated processing, including profiling.

f) To lodge a complaint with the competent supervisory authority if you have doubts about whether the processing of your data complies with data protection regulations.

If you would like to assert your rights, please contact the authorities listed under Who is responsible? or send an e-mail to: datenschutz@dpdhl.com

If you would like to exercise your right to object - in particular to the use of your data for advertising purposes - please contact the authorities listed in the respective Products and Services.

If you have given your consent to a certain type of processing, you can revoke it at any time with effect for the future at the address indicated in the consent. This can be found in the Products and Services details for which the consent has been obtained.

The data will be stored for as long as they are required. The necessity ensues either from statutory retention periods. Where such statutory periods do not exist, the data will be stored for contract performance and invoicing purposes and as proof of the correct performance of the contract, until the liability periods expire, and it will subsequently be erased.

The DPDHL Data Privacy Policy regulates the Group-wide standards for data processing with a special focus on so-called third country transfers, meaning transfers of personal data to countries outside the EU, which do not have an adequate level of data protection. If you are interested in learning more about the DPDHL Data Privacy Policy, please use the following link:

DPDHL Privacy Policy (Summary) (Type: Acrobat Reader file, Size: 147.3 KB)

For contractual reasons, we also need personal data to provide our services and comply with the obligations arising from contractual agreements concluded with you. This data is used e. g. for performing a (shipment) contract, managing customer data, handling payments and, as the case may be, assessing creditworthiness. Certain shipment data will also be provided to the authorities of the country of transit or destination for customs and tax clearance or for security screening, as required by the laws of such country. The information provided would usually include: shipper name and address, receiver name and address, description of the goods, number of pieces, weight and value of shipment.

The legal basis is usually Art. 6 (1) b) GDPR since the processing is for the performance of a contract to which you are a party.

Further information on data protection in specific services and products is available in the section Products and Services.

DHL does not share, sell, transfer or otherwise disseminate your personal data to third parties and will not do so in future, unless required by law, unless required for the purpose of the contract or unless you have given explicit consent to do so. For instance, it may be necessary to pass on your address and order data to our contractors when you order products. Further information on data protection in specific services and products is available below in section Products and Services.

External service providers that process data on our behalf are contractually obliged to maintain strict confidentiality as per Art. 28 GDPR. DHL retains responsibility for safeguarding your information in such circumstances. The service providers follow the instructions of DHL and this is guaranteed by technical and organizational measures, as well as by means of checks and controls.

We use tracking software to determine how many users visit our website and how often. We do not use this software to collect individual personal data or individual IP addresses. The data are used solely in anonymous and summarized form for statistical purposes and for developing the website.

There are contact forms on our website that can be used to contact us via electronic means. If the user takes advantage of this option, the data entered in the form will be transmitted to us and stored.

We use the personal data you provide solely for the technical administration of the websites and to fulfill your wishes and requirements – i.e. primarily to process contracts concluded with you or your enquiries.

In the following you will find examples of the type of data that is processed within the scope of the contact forms: 

The processing of the personal data from the form primarily enables us to handle the contact processing. In addition, data may be processed in the course of processing a customer request.

The data will be processed primarily for the performance of the contract in accordance with Article 6 (1) b) GDPR and to safeguard legitimate interests in accordance with Article 6 (1) f) GDPR.

Your data are also processed in a so-called ‘third country’, i.e., in a country outside the European Economic Area (EEA), or are accessed from there. Specifically, this concerns the recipient country of the item. This occurs either because the transfer is required to fulfil the contract (e.g., for delivery or customs clearance), based upon our Binding Corporate Rules or the EU standard contractual clauses.

DHL takes all of the necessary technical and organisational security measures to protect your personal data from being lost or misused. For instance, your data is saved in a secure operating environment which is not accessible to the public. In certain cases, your personal data is encrypted by Secure Socket Layer technology (SSL) during transmission. This means that an approved encryption procedure is used for communication between your computer and the DHL servers if your browser supports SSL.

Should you wish to contact DHL by email, we would like to point out that the confidentiality of the information sent cannot be guaranteed. The contents of email messages can be read by third parties. We therefore recommend you send us confidential information only by post.

We keep our data protection statement under regular review.

DHL reserves the right to change its data protection statement at any time with or without prior notice. Please check back frequently to be informed of any changes. By using DHL's websites you agree to this Privacy Policy.

This statement was last updated on 25.05.2018.

A chat function is available on some of our websites. If you use this service, a service provider processes your input on our behalf. If you do not want automated processing of your input, you can contact our customer service by telephone.

If you ask a question during a chat, an application (the chatbot "Marie") tries to answer it in a partially automated fashion. The system reacts with keyword-based answers, provides a recommendation in the form of a link to the relevant website, recommends contact with another channel or forwards your concern to an employee for a live chat. 

All the questions you ask during a chat are stored for a maximum of two years to train the system and enable it to improve its reaction to chat questions in the future. After this period, they are deleted irrevocably. During the process, personal data is not stored or analyzed. Usage data such as the length of the chat, the time stamp of the messages and the number of user dialogues are only stored for statistical purposes.

Our service provider processes your data in order to handle your request and for internal purposes, such as the management and improvement of business and service processes (Article 6 (1) sentence 1 (b) of the GDPR).

The chatbot "Marie" is operated as part of a sub-contractor relationship with Salesforce (Salesforce.com, Inc. Salesforce Tower, 415 Mission Street, 3rd Floor, San Francisco, CA 94105, United States).

Salesforce operates these systems on its own servers in the EU (Frankfurt, Dublin); it also currently operates some parts of the system through Amazon Web Services, Inc., 410 Terry Avenue North, Seattle WA 98109, USA ("AWS") in the EU and the USA.

Salesforce and AWS both subscribe to the EU-US Privacy Shield - a bilateral agreement between the European Union and the United States for the secure exchange of data.

You can find more information in Salesforce's Privacy Statement, and in the privacy information provided by AWS.

We collect the following data:

• The content of the chat as a transcript (a written record), including the customer's concern
• The item number (including shipment data from internal DPDHL systems)
• Personal data
  • Last name
  • Address
  • Email address
  • Telephone
• User data
  • The time when the chat begins and ends, the length of the chat, etc.
  • Chat performance data

Our sales organization processes business as well as personal data during precontractual checks, and for the purpose of contract performance. We collect the contact details of the respective parties (name, business e-mail address and telephone number) and information on planned annual shipment volumes and the structure of shipments. All other personal information and shipment data gathered in the context of the business relationship (e.g. costing of quotes, contract management, accounting) are stored for the specific purpose of contract performance. The legal basis for processing the abovementioned data is Article 6 (1) (b) of the GDPR.

The data are forwarded to companies involved in the provision of postal services. Data are forwarded also as part of statutory obligations (e.g. to official investigators) referred to Article 6 (1) (c) of the GDPR. Some customer services and services in the field of IT are outsourced to external providers. External service providers who process data on our behalf offer sufficient guarantees that appropriate technical and organizational measures have been taken to ensure that data processing complies with the requirements of the EU's General Data Protection Regulation (GDPR). These providers are contractually bound within the meaning of Article 28 of the GDPR to maintain strict confidentiality. In cases such as these, responsibility for protecting your personal data remains with DHL Paket GmbH. External service providers process personal data only on documented instruction from DHL Paket GmbH. As a matter of principle, your data are not processed in third countries.

During shipping (e.g. all postal products such as parcel and express consignments - both national and international - plus extra services), we need personal data in order to provide our services and to fulfill obligations arising from the contracts we enter into with you. The data are used e.g. to fulfill a (shipping) contract, manage customer data, manage payments and, where necessary, to run a credit check. Certain shipping data are transferred to the authorities of the country of transit or destination to verify compliance with the relevant laws (customs clearance and payment of tax), or for security checks. This data usually include the name and address of the sender, the name and address of the recipient, a description of the goods, and the number of items, the weight, and the value of the consignment.

The legal basis is usually Article 6 (1) (b) of the GDPR as the data are being processed in order to fulfill a contract to which you yourself are party. Processing may also fall under Article 6 (1) (c) of the GDPR for the purpose of complying with legal requirements such as Section 99 StPO or Section 40 PostG.

Below is a summary of our products and the associated data types: Shipping (e.g. DHL Paket, DHL Paket International, DHL Retoure, DHL Europaket, DHL Paket Connect):

• Name and address of the sender/recipient
  
• Name of alternative recipient, where applicable
  
• Type of shipment, incl. attributes such as size and weight
  
• Shipment number, where applicable
  
• Tracking data, where applicable
  
• Delivery documentation incl. signatures, where applicable
  
• Defined product codes in the routing code specify which product was used
  
• Account number
  
• Required information for customs clearance, where applicable
  
• Commercial invoice
  
• Common labels, incl. license plate and routing code

Parcel-shipping services (e.g. COD, parcel notification, routing to Service Point, Ident-Check, age verification, DHL same-day parcel delivery, unde-liverable note, delivery in person):

• Where applicable, e-mail address of the customer
  
• Where applicable, e-mail address of the recipient
  
• Where applicable, telephone number of the recipient
  
• Where applicable, banking details of the sender in the case of COD shipments
  
• Where applicable, ID data to safeguard correct delivery
  
• Where applicable, information on services for recipients
  
• Where applicable, signing authorities, powers of attorney in the case of delivery in person

The DHL Paketkasten, placed directly in front of your door, means you can receive parcels at home at any time. To ensure convenient and secure receipt, the DHL delivery agent then places your shipments in the DHL Paketkasten or collects returns and pre-franked parcels. When purchasing and using the DHL Paketkasten, the following personal data is processed for the purpose of fulfilling the contract on the basis of Art. 6 (1) (b) GDPR. Furthermore, processing pursuant to Art. 6 (1) (c) GDPR may be carried out in order to fulfil a legal obligation (e.g. pursuant to § 99 StPO, § 40 PostG).

Purchase/hire-purchase of the DHL Paketkasten

• Order number
  
• Contract number (only for hire purchase or rental)
  
• Full name
  
• Address (street, house number, postal code and city/town)
  
• Delivery and billing address if different
  
• E-mail address
  
• Phone number
  
• Configuration of the DHL Paketkasten ordered, order date, delivery date, DHL Paketkasten ID, lock and key data
  
• Payment ID, invoice amount, discount code if applicable, cancellation if applicable
  
• PostNumber
  
• Order status
  
• DHL Paketkasten status
  
• Contract status (only for hire purchase or rental)

Use of the DHL Paketkasten

• Full name
  
• Address (street, house number, postal code and city/town)
  
• DHL Paketkasten ID
  
• PostNumber
  
• User or administrator status
  

On our website, we offer business customers the opportunity to conclude a DHL business customer contract or schedule a telephone appointment by providing personal data online. This data is entered on an input screen on dhl.de and, if a contract is concluded, encrypted using SSL, transferred to DHL Paket GmbH and then stored.

The following personal data is collected during the contract process and the scheduling of a telephone appointment (mandatory fields are marked with *):

• Company: Company name*, Legal form*, Street*, Street number*, Postal code*, City/town*, VAT ID, Commercial register no., Local court, URL of your online shop
• Owner/Managing Director: Form of address*, Last name*, First name*, Phone*, E-mail*
• Shipments: Domestic shipping volumes (per year)*, International shipping volumes (per year)*, climate-neutral shipping with DHL GoGreen
• Bank details: Account holder*, IBAN*, BIC*
• Point of contact (if chosen*): Form of address, Last name, First name, Phone, E-mail
• Different pick-up address (if chosen*): Company name, Legal form, Street, Street number, Postal code, City/town
• Different billing address (if chosen*): Company name, Legal form, Street, Street number, Postal code, City/town

The personal data of business customers is collected for the purpose of contract initiation, processing and fulfillment as well as for compliance with statutory requirements (e.g. Section 99 of the Strafprozessordnung (StPO - German code of criminal procedure), Section 40 of the Postgesetz (PostG - German postal services act), Section 257 of the Handelsgesetzbuch (HGB - German Commercial Code), Section 147 of the Abgabenordnung (AO - German Fiscal Code)). The legal basis for processing personal data is Article 6, Paragraph 1 Letter b and c of the European Union General Data Protection Regulation (GDPR).

This data is not forwarded to third parties, except briefly, and without being stored, for the purpose of legitimizing the bank details using Sofort GmbH's TÜV-approved instant check procedure.

In the event of a possible discontinuation of the contract process or a timeout, the data entered by business customers will be stored by DHL Paket GmbH for thirty days once they click the button "Go to your personal shipping costs" located at the end of the first form page. This data is stored solely for the purpose of offering ease and convenience to business customers who would like to continue the online contract process at a later time. The customer will receive an e-mail from the system 24 hours after he filled out this form, possibly also a reminder by post. The e-mail will contain a link that will allow him to continue the contract process without having to re-enter the data. The data is processed to protect the legitimate interests of DHL Paket GmbH set out above, and is based on Article 6, Paragraph 1, Letter f of the European Union General Data Protection Regulation (GDPR).  

Finally, processing is also carried out for the additional purposes listed below:

• In the context of security concerns (e.g., for the purpose of solving crime).
  
• Compiling statistics.
  
• For the purposes of quality assurance, process optimization and planning certainty
  
• To send you appropriate advertising - if permissible.
  

DHL Paket GmbH has a legitimate interest in the above for specific reasons, namely to ensure a smooth process and to improve products and services on an on-going basis. DHL Paket GmbH is of the opinion that no overriding legitimate interest exists to prevent processing as the intrusiveness of such processing is kept to a minimum, e.g., through pseudonymization. Consequently, Article 6, Paragraph 1, Letter f of the GDPR provides the legal basis.

If a business customer contract is concluded with DHL, the personal data collected through the online customer acquisition process at dhl.de will be archived for ten years after the termination of the business relationship in accordance with the statutory provisions.

If no business customer contract is concluded with DHL despite registration, the personal data collected through the online customer acquisition process at dhl.de will be deleted after sixty days. If you wish to make use of your rights of objection - in particular against the use of your data for advertising purposes - please send an e-mail with the subject Antrag auf Löschung aus dem Mailverteiler (request for deletion from the mailing list) and your company name to geschaeftskunde@dhl.de.

With DHL Online Franking, Deutsche Post AG allows you to purchase your own DHL shipping labels for national and international shipping of your parcels and small packages. Personal data of the buyer of the DHL shipping label as well as of the sender and recipient of the shipment will be processed for the purpose of contract performance and fulfilment as well as compliance with legal requirements (e.g. § 99 StPO, § 40 PostG, § 257 HGB, § 147 AO). Depending on which product or service you have ordered, the shipment data is sent to the companies involved in the provision of postal services (here: DHL Paket GmbH, DHL Express Germany GmbH) in order to ensure the proper delivery of the shipment. The legal basis for the processing of personal data is Art. 6 (1) (b) and (c) GDPR.

Various payment methods are offered when purchasing the DHL shipping label.

Deutsche Post AG has commissioned the payment service provider heidelpay GmbH to process payments by credit card or direct debit. If you pay by credit card or direct debit, the data required for payment processing will be collected and processed by the payment service provider. The legal basis for data processing is Art. 6 (1) (b) GDPR, as the processing of the data is necessary for payment by credit card or direct debit and thus for the performance of the contract.

If necessary, your data will be transmitted to a credit agency to protect the legitimate interests of Deutsche Post AG in order to carry out an identity and credit check. This is particularly the case if Deutsche Post AG makes advance payment and bears the economic risk (e.g. in the case of payment by direct debit). The legal basis for data processing as part of a credit check by a credit agency is Art. 6 (1) (f) GDPR.

In addition, there is the option of processing the payment transaction using the online payment service PayPal. The European operating company of PayPal is PayPal (Europe) S.á.r.l. & Cie. S.C.A. 22-24 Boulevard Royal, 2449 Luxembourg, Luxembourg. If you choose PayPal as the payment method, your data required for the payment process will be transmitted to PayPal. By selecting this payment option, you consent to the transfer of personal data required for payment processing. The following data is routinely transmitted to PayPal: Name, address, company, email address, telephone and mobile number, IP address. In order to process the contract, such personal data is also required that is related to the respective shipping order. The legal basis for data processing is Art. 6 (1) (b) GDPR, as the processing of the data is necessary for payment by PayPal and thus for the performance of the contract.

Furthermore, the customer has the option to conclude a billing agreement with PayPal during the payment process. In this context, no personal data is exchanged with Deutsche Post AG. The data transmitted to PayPal may be transmitted by PayPal to credit agencies. The purpose of this transfer is to check identity and creditworthiness. The applicable data protection regulations of PayPal can be accessed here.

Deutsche Post AG does not store any payment details besides the name of the payment service provider used and anonymous IDs. The entire handling of payments and the use of the payment data required for this purpose is carried out exclusively by the payment service providers.

The table below is intended to give you a summary of the data processed by DHL Online Franking.

Finally, processing is also carried out for the purposes listed below:

• To fulfill our security requirements (e.g. for crime detection purposes),
• To compile statistics,
• and for purposes of quality assurance, process optimization and planning certainty.

Deutsche Post AG has a legitimate interest in this in order to ensure smooth processing and to constantly improve its products and services. In the opinion of Deutsche Post AG, there is no overriding interest worthy of protection, since the processing operations are carried out as little as possible owing to their intensity, e.g. by using pseudonyms. The legal basis for this is Art. 6 (1) (f) GDPR.

With DHL shipment tracking, you can track your parcels and view the estimated time of delivery. For tracking, simply enter your shipment number and the current status of your parcel will be displayed. You will also receive all important detailed information about your parcel. The data is processed for the purpose of fulfilling the contract on the basis of Art. 6 (1) (b) GDPR. Further detailed information can be found in the table below:

In selected cases, you will be offered live tracking for your parcel in DHL shipment tracking. As part of live tracking, you can follow the route of your parcel live on a map on the day of delivery.

To display the map in the context of live tracking, we use the product Google Maps from the provider Google Inc., 1600 Amphitheatre Parkway, Mountain View, CA 94043, USA, which visually displays geographical information. When Google Maps is used, your IP address and any other data required for the Google Maps service are processed by Google Inc. Deviating data protection regulations of Google Inc. apply in this regard. No identifying address information is passed on to Google.

The Google Maps Terms of Use and Privacy Policy can be viewed at Google Privacy Policy and Terms of Use.

A shipping confirmation is provided free of charge and informs the sender or recipient that the shipping docket for your shipment has been successfully generated and that your shipment has either already been passed on or will soon be passed on to DHL. In order to be able to notify you by e-mail of the shipping confirmation for your shipment, DHL requires the e-mail address of the sender or the recipient. DHL will receive the respective e-mail address from the sender of the shipment if he/she wishes to utilise DHL’s shipping confirmation service. DHL subsequently processes the e-mail address purely in order to send the shipping confirmation. The legal basis for this is Article 6 (1) (f) GDPR. Processing of the e-mail address for the purpose of the shipping confirmation is carried out in order to inform you that your shipment has been or will soon be passed to DHL.