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Collection Issues and Alternative Returns (UK)

If you experience any difficulties with your DHL collection — including missed pickups or booking problems — the guidance below outlines the recommended next steps.

What should I do if DHL doesn’t arrive or I have trouble booking?

If your DHL courier does not arrive as scheduled, or you are unable to arrange a collection, please contact DHL Customer Service directly:

DHL Customer Service (UK): 0344 248 0012

To help DHL resolve the issue as quickly as possible, please have the following details from your shipping label available:

  • Waybill number

  • PRG number

  • Shipper’s name and address

  • Receiver’s name and address

Providing this information allows DHL to locate the shipment and support you promptly.

Can I return my sample with Royal Mail instead of DHL?

If your DHL collection cannot be completed, you may request a Royal Mail return label as an alternative by completing this form.

Please note:

  • Royal Mail returns are only permitted for samples with a total volume of 50ml or less

  • This option is available to UK customers only

  • The original DHL label must be unused

  • Please have your DHL Airway Bill (return label included in your kit) available so the original shipment can be cancelled

Processing times for Royal Mail label requests

Requests submitted before 2:00 PM (UK time), Monday–Friday (excluding bank holidays), are usually processed the same day.

Requests received after this time will be processed on the next business day.

Further support

If you require additional assistance with missed collections or alternative returns, Regenerus Labs Customer Support is happy to help:

Email: info@regeneruslabs.com
Phone: 020 3750 0870