DPD Shipment Collection Procedure

This document constitutes an integral part of the sales terms and conditions applicable in our store. By placing an order with delivery within the territory of the Republic of Poland, the Buyer confirms that they have read and accepted this procedure and undertake to comply with it.

1. Why This Procedure Is Important

Every shipment sent from our warehouse contains products of a specific value and is secured in a manner that prevents unnoticed interference with its contents during transport. This procedure has been developed to protect your interests and ensure the proper handling of any potential complaint or claim process.

The procedure is based on applicable Polish law, in particular Article 545 § 2 of the Polish Civil Code and the provisions of the Transport Law Act of 15 November 1984. Compliance with this procedure ensures the possibility of clearly determining liability in the event of damage to or loss of shipment contents.

Please read this document carefully before the planned delivery.

2. How We Secure Your Shipment

Each parcel leaving our warehouse is:

a) Sealed with branded security tape

Tape bearing our logo is applied around all carton joints. Any attempt to remove it leaves permanent and visible marks on the packaging surface.

b) Marked with tamper-evident security seals

Special anti-tamper stickers placed at key points (carton joints and lid) become visibly and irreversibly damaged if an opening attempt is made. Once tampered with, a characteristic “VOID OPENNED FRAUD” pattern appears and cannot be removed by reapplying the sticker.

c) Weighed and photographically documented before dispatch

Each shipment is weighed on certified scales immediately before being handed over to the courier. The exact actual weight (including packaging) is photographically documented and sent to you via the shipment confirmation email.

Important note regarding the DPD label:
The weight visible on the DPD shipping label may differ from the actual weight. DPD Polska uses a volumetric (dimensional) weight system — for shipments with large dimensions but low actual weight, the DPD system may display a tariff weight higher than the physical weight. This is a standard industry practice and does not indicate any irregularity. The reference point for weight verification is always the actual weight specified in our email, not the value shown on the DPD label.

d) Marked with a complete DPD shipping label

The label contains sender and recipient details, shipping date, tracking number, and a field with shipment weight information (tariff weight). The weight field is automatically printed by the DPD system and, under normal transport conditions, should not become damaged or unreadable.

3. Preparation for Delivery — Actions Before Delivery

3.1 Checking and Configuring Your DPD Account

DPD Polska offers delivery options that may prevent proper verification of the shipment in the courier’s presence and may limit the possibility of successfully filing a claim.

Before the planned delivery, please check and disable the following options in the DPD Mobile app or on your DPD account:

  • delivery to a neighbour,
  • leaving the parcel at the door / in a designated “safe place”,
  • delivery in the recipient’s absence,
  • automatic redirection to a DPD Pickup point after the first failed delivery attempt.

3.2 Availability at the Time of Delivery

After dispatch, you will receive a message from DPD with the estimated delivery time. Please ensure your availability at the delivery address during this period.

If you are unable to receive the shipment personally, please:

  • use the DPD application to reschedule the delivery date (instead of changing the delivery method),
  • or appoint a trusted adult member of your household to receive the shipment on your behalf, perform the verification described in Section 5, and immediately inform you about the parcel’s condition.

4. Delivery Scenarios and Handling Procedure

4.1 Personal Collection from the Courier (Preferred Scenario)

This is the only scenario in which the full standard procedure can be applied, including preparing a damage report in the courier’s presence. The inspection procedure is described in Section 5.

4.2 Collection at a DPD Pickup Point

If the shipment has been redirected to a DPD Pickup point:

  • before collection, inspect the external condition of the packaging in the presence of the pickup point employee;
  • in case of visible irregularities, ask the employee to record this fact in the DPD system at the time of release, preferably with photographs;
  • immediately after leaving the pickup point, prepare the photographic and video documentation described in Section 6 before opening the parcel.

4.3 Parcel Left at the Door / in a “Safe Place”

If the shipment has been left at your door or another location without your direct presence:

  • do not open the parcel immediately — first prepare complete photographic and video documentation of the unopened package (Section 6);
  • inspect all security elements listed in Section 5;
  • if you have any doubts regarding the integrity of the shipment, immediately (on the same day) report the matter to DPD via hotline or complaint form and send the documentation to support@hator.gg

4.4 Delivery to a Neighbour

If the shipment has been delivered to a neighbour:

  • when collecting the parcel from the neighbour, perform the same inspection procedures described in Section 5;
  • confirm with the neighbour the exact condition of the parcel at the moment it was received from the courier;
  • before opening the parcel, prepare photographic and video documentation;
  • in case of any irregularities, proceed according to Section 7.

4.5 Collection from a DPD Parcel Locker

The procedure is analogous to Section 4.3 — photographic and video documentation created before opening the shipment, immediately after collecting it from the parcel locker, is of key importance.

5. Inspection Upon Receipt

In the presence of the courier (or immediately after collection in other scenarios), please verify the following:

  1. Integrity of the outer packaging — does the carton show any signs of opening, resealing, cuts, punctures, or structural damage?
  2. Condition of the branded security tape — is the tape intact and free from signs of removal or reapplication?
  3. Condition of the tamper-evident seals — are the seals intact and free from “VOID OPENNED FRAUD” marks or any signs of opening attempts?
  4. Completeness and readability of the DPD shipping label — especially the shipment weight field, which must remain visible and readable regardless of the value displayed.
  5. Verification of actual weight — the shipment confirmation email includes the actual shipment weight measured before dispatch.

Approximate weight references:

Actual Weight Comparison
approx. 300 g like a medium apple or banana
approx. 500 g like a pack of butter or two smartphones
approx. 800 g – 1 kg like a 1-litre bottle of water
approx. 1.2 – 1.5 kg like a 13" laptop

Recommended verification:
If you have a kitchen or bathroom scale, please weigh the parcel before opening it and compare the result with the actual weight provided in our email. Please document the result with a photograph.

Warning sign:
A discrepancy greater than 200 grams between the actual weight specified by us and the weight measured by you may indicate possible interference with the shipment contents. In such a case, please proceed immediately according to Section 7.

6. Photographic and Video Documentation

Regardless of the delivery method, in the event of any doubts regarding the condition of the shipment, visual documentation created before opening the package constitutes key evidence for claim processing.

What to document

Photographs:

  • general views of the entire parcel from all sides,
  • close-ups of the DPD label (with visible tracking number and weight),
  • close-ups of security seals,
  • close-ups of branded tape,
  • close-ups of any suspicious areas.

Video:

A continuous recording (without cuts) showing:

  • the parcel from all sides before opening,
  • the opening process,
  • the removal of the contents.

Technical Requirements for the Documentation

  • the date and time must be clearly visible (most smartphones automatically save this information in the file metadata);
  • the DPD tracking number on the label must be clearly readable;
  • the condition of the security seals must be clearly visible;
  • all six sides of the carton must be fully visible.

Very important: a video recording made after the package has already been opened has significantly lower evidential value and may be considered insufficient for the acceptance of a claim.


7. Procedure in Case of Irregularities

7.1 Personal Collection from the Courier

If any irregularities are identified, please choose one of the following options:

Option A — Refuse Acceptance of the Shipment

You may refuse to accept the parcel from the courier. The courier will return it to the sender, and you should immediately notify us by email at support@hator.com

Option B — Accept the Shipment and Request a Damage Report

Accept the parcel and request that the courier prepare a DPD damage report.

The report should include:

  • shipment tracking number,
  • date and time of delivery,
  • detailed description of irregularities,
  • signatures of the courier and recipient.

In both cases, please send us the complete documentation without delay (within 24 hours), together with your order number, to support@hator.com.

7.2 Collection Without Direct Contact With the Courier

  • Do not open the shipment — keep it in the condition in which it was received.
  • Prepare complete photographic and video documentation in accordance with Section 6.
  • Report the issue to DPD on the same day — via the hotline (+48 22 577 55 55, +48 801 400 373) or through the complaint form available at www.dpd.com.pl. Please save the report/reference number.
  • https://www.dpd.com/pl/pl/o-dpd/kontakt-2/dzial-obslugi-klienta/
  • Notify us within 24 hours by e-mail at support@hator.com, attaching the order number, complete photographic and video documentation, the DPD report number, and a short description of the identified irregularities.

8. Time Limits

Action Deadline
Preparing a damage report with the courier At the time of delivery
Reporting irregularities to DPD On the same day
Informing our store Within 24 hours of receipt
Submitting a formal complaint to our store Within 7 days of receipt
Complaint review by the store 14 days from receipt of complete information
Complaint review by DPD 30 days (according to DPD regulations)

9. Legal Basis

  • Article 545 § 2 of the Polish Civil Code;
  • Article 354 § 2 of the Polish Civil Code;
  • Article 74 of the Transport Law Act of 15 November 1984;
  • Article 76 of the Transport Law Act;
  • Article 7a of the Consumer Rights Act of 30 May 2014.

10. Frequently Asked Questions

Why is the weight on the DPD label different from the weight in the email?

DPD Polska uses a volumetric weight system. The reference point for verification is always the actual weight specified in our email, not the value shown on the DPD label.

Can I open the parcel and inspect the contents in the courier’s presence?

Yes, but it is not recommended as the first step. First inspect the integrity of the packaging and security features before opening.

What if the courier refuses to prepare a damage report?

The courier is legally obliged to prepare a report upon the recipient’s request. In case of refusal, record the refusal (preferably on video), note the courier’s name and vehicle registration number, and immediately report the matter to DPD and inform us.

What if I cannot be home at the time of delivery?

Use the DPD option to reschedule delivery or appoint a trusted adult from your household to receive the parcel on your behalf.

Does this procedure also apply to smaller orders?

Yes — the procedure applies uniformly to all orders regardless of their value.

11. Contact

If you have any questions, please contact us: