Know more about our delivery fees by checking our FAQ here. Delivery fees only cover the expense of getting your item from us to you and do not include the duty tax imposed by your local customs.
We will declare the product at the lower retail or resale price when processing deliveries. Unless delivery protection is added to your purchase. See sample scenarios below:
- If you purchase a product at 1200 SGD (retail price is 220 SGD), we will declare your delivery at 220 SGD.
- If you purchase a product at 180 SGD (retail price is 200 SGD), we will declare your delivery at 180 SGD.
- If you added delivery protection and declared the product at 200 SGD, we will declare the delivery at 200 SGD
Note: If the recipient refuses to pay the duty tax, the courier will trigger a return to origin after 48 hours. Thus, we will cancel and refund the transaction minus the cost incurred for the overall shipping process. Please make sure to check our T&C before confirming your purchase to set proper expectations.
After DHL collected the parcel from our warehouse, the delivery times can vary depending on the product/service chosen and origin/destination. It could take 1-2 days for Southeast Asian countries and 3 to 5 for other countries subjected to customs clearance.
What is the warehouse collection frequency for DHL Express?
DHL will collect outbound parcels from the Novelship facility on a daily basis.
What is DHL end to end processes?
Step 1: DHL conducts a shipment picked up at Novelship Facility
Step 2: Processing customs clearance at the origin airport
Step 3: Clearance processing complete
Step 4: Shipment departed from DHL Facility at the destination airport
Step 3: Notify the buyer of the duty/tax to complete the customs clearance
Step 4: Depart from the DHL Hub Facility
Step 4: Delivery
DHL will handle Door to Door service unless the delivery address is in a remote area, local postal company service may complete the last mile.
How does DHL Express perform the delivery last mile?
DHL Express automatically offers NSR (No Signature Required)/Signature Release to all of their e-commerce customers. During the COVID-19 period, this option has dramatically increased in popularity, and it has also temporarily become the standard for DHL couriers to practice contactless delivery, which means the consignee does not need to sign on the courier's scanner or interact with DHL staff. DHL, on the other hand, is required to photograph the item once it has been delivered. You will continue to receive On-Demand Delivery notifications with a few delivery options to choose from, as shown below.
How does DHL Express attempt the deliveries work?
DHL Express will make an attempt to deliver to the address specified on the shipping label. If the buyer cannot be reached, DHL Express will attempt to notify the buyer and Novelship will contact the buyer before delivering the parcel. If the buyer cannot be reached for whatever reason, DHL Express will return the parcel to the Novelship facility.
If the recipient refuses to pay the duty tax, the courier will trigger a return to origin after 48 hours. Thus, we will cancel and refund the transaction minus the cost incurred for the overall shipping process. Please make sure to check our T&C before confirming your purchase to set proper expectations.
If the delivery fails, the product will be returned to our warehouse after 48 hours. Thus, we will place the product in our storage. The buyer will pay the cost incurred during the return process and can request re-delivery.
If you haven’t received your parcel and it is stated as delivered when tracking them, it must have been forwarded to a 3rd party courier for final delivery. Kindly contact your local DHL office for more information and immediate assistance.
What to do if my parcel has been damaged or declared lost by DHL Express?
If a parcel arrives damaged, take photos of the condition of the parcel. The outside packaging of the box, the damaged area of the box, and the product condition inside the box must all be photographed. Please be advised that Novelship keeps photo evidence of the parcel before it was arranged for outbound deliveries. Contact Novelship following our guides What is needed to process an investigation for Buyers?. You may also refer to Protection & Compensation for Logistics Issues. The case will be investigated and you should hear back if the claim is acceptable.
Missing packages are handled slightly differently, but you must follow a similar procedure and contact us to let us know where the item has gone missing. The case should be investigated, and you should know within a few days whether you can file a claim or not.
What is DHL’s ON-Demand Delivery?
It is an alternative to receive your parcel at your convenience, you may check more details here.
For more information, you can check DHL’s FAQ here.
Transporting goods carries an inherent risk, but our Delivery Protection is there to give you. Check it out!