What happens if I am not home to accept my delivery?

If you are not home to receive your delivery, there are several options available ...

DHL should not leave any shipment if you are not home to accept it, they should leave a calling card note and attempt delivery again on the next working day

If you know you will not be home then you can:

Have the delivery address on your Ace Dashboard changed to one that will be able to accept the shipment (please note this can only be done prior to the invoice being issued)
Request for the parcel to be redirected and left with a neighbour or family member, you will need to forward the QR code to the recipient in this instance

If DHL cannot complete the delivery after 3 attempts then your parcel will be sent back to us, in which case we will reach out to let you know and re-ship the parcel back to you. Please be aware that you may incur additional shipping charges in this instance

Customers should note:

🔁 Ace Grading are not liable for any outbound shipment that is redirected by the customer after it has been collected by DHL, this includes requesting for it to be left in a safe place or with a neighbour

🏡 Your delivery address cannot be amended on your shipment after your invoice has been paid in full - please ensure this is correct prior to making payment

🚛 We will always advise customers to avoid using a delivery address that cannot guarantee acceptance of the delivery

Updated on: 16/12/2025

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