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My package hasn’t arrived yet?

We track every package that leaves our instasmile office and share the tracking details with you, so it’s rare that packages are lost. However, if you’re expecting your impressions kit or your instasmile and it has not arrived within seven working days of your dispatch email, there are a few things you can check with DHL before contacting them. For example, make sure it hasn’t been signed for or left with a neighbour. If no notice of attempted delivery has been left, contact DHL as they may be storing your delivery at a local depot.

First, try tracking your parcel with DHL online

  1. Visit mydhl.express.dhl
  2. Enter your country.
  3. Enter the Waybill number in to the ‘Quick Tracking’ box:
  4. A detailed list will then appear of where the parcel has been and its current status will be the last update at the TOP of the list. Alternatively, get in touch with their Customer Service Team:
  • Call DHL on 0844 248 0828, 07:30 - 20:00 Monday to Friday and 08:00 - 14:00 on Saturday. Calls to DHL UK phone numbers beginning ‘084’ cost 7 pence per minute, plus your phone company's access charge.
  • Send DHL a text message with your Waybill number to 07720 334 455 and DHL will text you back with the latest information on your order (standard network charges apply).

If you are still having trouble locating your package, then contact a member of our support team.

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