July 29, 2025, 7:05 am | Read time: 3 minutes
Some online retailers offer customers the option to return items without packaging and without a printed label. However, DHL briefly introduced a rule requiring customers to decide in advance whether they wanted to drop off the return at a branch or a Packstation. This rule has now been rescinded.
On May 5, 2025, the change regarding the return of “unpackaged return” shipments to DHL Packstations came into effect. Since then, customers had to explicitly choose where they wanted to drop off their package returns. Otherwise, DHL would refuse acceptance. This rule caused dissatisfaction among customers.
Update from July 29: DHL Reverses Change
For almost three months, the regulation regarding “unpackaged return” shipments at DHL was in effect. Today, however, the company contacted TECHBOOK to inform us that the rule is being reversed. From now on, such shipments will again be accepted at the DHL Packstation if customers previously selected the “Drop off at branch” shipping option with their retailer.
“The interim regulation that DHL would only accept unpackaged return shipments at the DHL Packstation if customers had previously selected the ‘Drop off at Packstation’ option with their retailer is lifted as of July 29, 2025,” said the DHL spokesperson.
Shipments can thus be returned regardless of the shipping option selected, via a Deutsche Post branch, a DHL parcel shop, or the DHL Packstation. The company aims to make it as easy as possible for customers to send shipments with DHL.
The original report follows:
Major Change at DHL Affects All Users
DHL Drastically Limits Package Shipping to the U.S.
Drop off at Packstation or DHL Branch
Since early May, only those returns for which customers explicitly chose the “Drop off at Packstation” option with their online retailer have been accepted at Packstations.
However, if customers use the “Drop off at branch” shipping option with their retailer, they can no longer drop off their return at a Packstation. In this case, the only option is through a Deutsche Post branch or a DHL parcel shop.
Notice in App and at the Machine
Affected customers receive a notice on the display and in the “Post & DHL” app when attempting to return the shipment via the Packstation:
“Your retailer has provided a return only for drop-off at a branch/a DHL parcel shop. To use the Packstation, please request a return for drop-off at the Packstation from your retailer in the future.”
According to DHL, the change aims to create clear processes and avoid misunderstandings during returns. “To avoid non-acceptance of the shipment, we ask our customers to observe these changes,” the company explains.