Which shipments are in scope?
This requirement applies to smartphone shipments to customers in Germany, including:
- domestic shipments within Germany
- cross-border shipments into Germany
What is the benefit for me as a seller?
More competitive delivery speed enables stronger delivery promises to customers and can directly improve conversion and customer satisfaction.
Shipping parcels with DHL Express also has multiple other benefits for sellers (see next point below).
Why is DHL Express the preferred solution?
DHL Express combines strong delivery speed with measurable seller benefits, including:
- Higher shipping speed and reliability, reducing refund rates by 2 percentage points on average versus average carrier setups
- 50–70% lower damage and loss rates
- Transport-related ticket rates reduced by 2 percentage points
- 5–6% higher conversion due to more competitive delivery promises
- Average customer happiness (NPS) is 5 percentage points higher than with the second-best carrier
These benefits are not just measurable towards standard carriers but also towards other express carrier solutions.
What happens if I already meet the threshold?
If you already meet the threshold, no immediate changes are required. You may continue with your current setup, and your performance will continue to be monitored.
What happens if I do not meet the threshold?
This depends on your current performance and carrier usage:
- some sellers receive time to review and improve their setup
- some sellers will need to move to DHL Express
- some sellers will need to expand their existing express setup to all relevant shipments
You have received a mail that included the cluster you are currently in. Please check the detailed explanations on cluster level above.
Can I use my own DHL Express contract?
Yes. Wherever DHL Express is required, you may either:
- use your own DHL Express contract, or
- join the refurbed shipping agreement with DHL Express
Where do I find all information on the refurbed shipping agreement with DHL Express?
Please find answers to the most frequent question on this page.
How much does shipping with DHL Express cost?
If you decide to use the refurbed shipping agreement, we are offering:
- a €4.50 subsidy on international shipments
- a €2.50 subsidy on domestic shipments
These subsidies are:
- available from May 1st until December 31st, 2026
- valid for smartphones shipped to DE customers only
- being applied as a deduction to our current DHL Express rate card
What happens in case of shipping issues (lost, damaged, or empty parcels)? Who is liable?
- The Seller Guide is always binding, including for shipping agreement cases.
- refurbed will handle all claims with the shipping carrier, DHL Express.
- In exceptional cases, refurbed will not open a claim with the carrier. Instead, the seller will offer a solution to the customer based on the Seller Guide. Once the seller has provided this solution, refurbed will compensate the seller as if the carrier had accepted the claim. This approach ensures faster resolution for both customers and sellers.
- refurbed's liability for shipping issues is limited to accepted carrier claims for products sold on the refurbed Marketplace, in accordance with the applicable carrier agreement and claims procedures. No compensation is owed for claims rejected by the carrier.
- Liability amount:
- For outbound shipments, DHL Express applies the standard liability of 22 SDR/kg. (as per https://mydhl.express.dhl/de/en/shipment/terms-and-conditions.html)
Who can I contact for questions?
For support regarding setup options, carrier changes, or the refurbed DHL Express agreement, please contact your Account Manager or shipping@refurbed.com.
How can I activate and use Refurbed DHL Express for my shipments?
Activation
To enable DHL Express, please send the following details to shipping@refurbed.com:
- Origin address (warehouse location)
- Preferred daily collection time
(daily pickup possible with regular volume; otherwise, ad hoc collections can be booked via MyDHL+) - Contact person (name, email, phone number)
Once the setup is completed, DHL Express will be activated for your account.
Label creation
You can generate DHL Express labels in two ways:
- Seller Interface: via the “Create shipping label” button
- API: via integration
Shipping
- Parcels are collected at the agreed pickup time, or
- You can book collections on demand via MyDHL+
After activation
Once enabled, you can immediately start creating labels and shipping via DHL Express using the refurbed setup.