---
title: International missed collections or failed returns
description: What shall I do when DHL does not turn up to collect my samples.
---

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February 11, 2026

# International missed collections or failed returns

## What should I do if DHL does not show up or returns my sample to me.

### International Failed Returns

We understand that sometimes things don’t go as planned. If your **DHL courier does not arrive** as scheduled, or you have trouble arranging a collection, here’s how to keep everything on track:

### ✅ What to Do

- ✅ **Contact DHL Customer Service directly** – this should be your **local DHL customer service centre**
- ✅ **Have your shipping details ready** from your label:
  
    - Waybill number
    - PRG number
    - Shipper’s name and address
    - Receiver’s name and address
- ✅ Providing these details allows DHL to **locate your shipment** and support you promptly

### 💬 Need Help or Further Assistance?

If you need any support, or further assistance, our **Regenerus Labs Customer Support team** is happy to help:

- **Telephone:** +44 20 3750 0870
- **Email:** info@regeneruslabs.com

We can provide guidance on **next steps and arranging a replacement collection** if needed, so your sample reaches us safely and on time.

### ✅ International Failed Returns Checklist

✅ Contact your **local DHL Customer Service**  
✅ Have your **Waybill number, PRG number, and shipper/receiver details** ready  
✅ Share these details with DHL so your shipment can be located  
✅ If you need further help, contact **Regenerus Labs Customer Support**

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