International Shipping Instructions
Returning Your Test Sample – International
We want sending your samples to the UK to be simple and stress-free. All customs documentation is included in your pre-printed DHL Medical Express label, so you don’t need to complete any forms.
You will never be asked to pay customs fees or extra charges. If anyone ever requests payment, please do not pay and contact our Customer Support team immediately.
✅ Preparing Your Sample
- ✅ Complete and include all requisition forms. We cannot process your sample without them.
- ✅ Book your collection at least 1 working day in advance.
- ✅ Ensure all paperwork and specimen tubes are labeled with full name, date of birth, and date the sample was taken.
- ✅ Place your sample in the biohazard or ziplock bag provided, with the absorbent material supplied.
- ✅ Pack your sample securely in the original kit box (or another sturdy cardboard box if needed).
- ✅ Place the box in the DHL Medical Express bag and insert the pre-paid return label into the plastic sleeve on the back. Do not stick it to the bag.
- ✅ Keep the bag flat and spacious when sealing so all markings are visible.
- ✅ If provided, include the Commercial Invoice in the outer document pouch (most countries do not require this).
❌ Things to Avoid
- ❌ Do not ship your sample on Thursday, Friday, or the day before a UK Bank Holiday.
- ❌ Do not put your DHL return label inside the box or packaging.
- ❌ Do not ship your sample without a box.
- ❌ Do not place forms loose in the outer pocket or bag.
- ❌ Do not obscure any markings, including:
- UN3373 diamond
- Heart symbol
- Pink line with TDX wording
- Biological Substance Category B wording
- OVERPACK
- MEDICAL EXPRESS
- DHL EXPRESS
⚠ If the label covers any of these, DHL will reject the package and return it to you.
📦 Booking Your DHL Collection
- Call your local DHL Customer Service.
- Have your 10-digit waybill number from the label ready.
- Request a courier collection, optionally choosing a 2-hour preferred time slot.
- You can also change the pickup address within your country if needed.
Booking online:
- Go to your country’s DHL website (e.g., DHL Spain if shipping from Spain): https://mydhl.express.dhl/
- Click Ship > Schedule a Pickup
- Select No – do not create label
- Enter your waybill number (no spaces)
- Complete the requested fields to schedule the pickup
Package dimensions: Always 25 cm x 15 cm x 10 cm
💬 Need Help?
If you have any questions or are ever asked to pay customs fees, our Customer Support team is happy to help:
- Email: info@regeneruslabs.com
- Phone: 0203 750 0870