Hello,
we are currently experiencing an issue with our DHL business customer account. As of Thursday, 27 August 2026, our access is restricted. In addition, some shipments that have already been handed over to DHL appear to be getting returned to us.
We are in close contact with DHL and the relevant departments. However, we have not yet received a clear or definitive explanation for the restriction. DHL’s sales team has also been unable to confirm the exact cause. According to the sales team, our contract remains active.
We are working urgently to resolve the situation and will update this post as soon as we receive reliable new information.
What is currently changing
Shipping via DHL is currently not operating as usual. Shipments that have already been handed over may be delayed or, in some cases, returned to us instead of being delivered to the recipient.
Please check the current status of your order under My Orders. Please note that DHL tracking information may also currently be delayed or misleading.
Why this is happening
Our DHL business customer account is currently restricted. We have not yet received a definitive explanation for the exact cause. We are working with DHL to determine how the restriction occurred and how it can be lifted as quickly as possible.
What is affected
- Our DHL business customer account
- The dispatch of new orders via DHL
- Some shipments already handed over to DHL, which may be delayed or returned to us
What is not affected
Our shop, checkout and payment processing remain operational. Your order has been successfully created if it appears under My Orders.
Our support system also remains available.
What this means for you
- You are already waiting for a parcel: Delivery may be delayed. In some cases, the shipment may be returned to us. Please check its status under My Orders.
- You have just placed an order: We have received your order. Dispatch may be delayed until our DHL access has been fully restored or we have implemented an alternative shipping solution.
- You need assistance: Please create a support ticket and include your order number. Please do not submit the same request more than once, as duplicate requests further delay processing. General information is available under Shipping.
What we are doing now
We are in close contact with DHL and are working to resolve the issue as quickly as possible. As we have not yet received a definitive explanation, we are currently unable to provide a reliable timeframe for the full restoration of our account.
At the same time, we are working to integrate additional shipping providers so that we are less dependent on a single carrier in the future. However, the technical and operational implementation may take a few more days.
Current customer support situation
Our support team has also been overwhelmed by the significant increase in orders and enquiries. As a result, some tickets have remained unanswered, and our current response times do not meet our own standards.
Two new customer support colleagues will be joining us over the coming days. They will strengthen the existing team and gradually work through the backlog of open tickets. We ask for a little more patience and kindly request that you do not submit duplicate enquiries.
Our apologies
Orders not being dispatched or delivered as planned, combined with longer support response times, does not reflect the standard we aim to provide our customers. We are addressing the situation transparently and with the highest priority.
Thank you for your patience and understanding.
Your Remicals.de Team