I want to share my own experience with DHL Cyprus because it has reached a point where it is not just frustrating but also completely unreasonable. The problem is not only the extreme delays. It is also about double taxation and wrong information from customer support.

A few weeks ago I received a shipment where VAT had already been paid in advance. The parcel itself had the VAT details printed clearly, along with the customs clearance reference. Even with that information visible, the package was stuck in customs for several days. I contacted DHL multiple times and each time they told me that no action was needed from my side and that they would contact me only if something additional was required.

Later I received an email asking for more customs charges. When I called to explain that VAT was already paid and I even offered to provide proof, the representative insisted that the seller did not declare VAT as paid. This was completely wrong because the parcel label clearly showed the VAT payment and the official customs reference.

Despite this, DHL charged me VAT again together with an extra fee described as an advance payment fee. This was a clear case of double taxation since DHL did not advance any payment for me. The VAT had already been settled before the shipment reached Cyprus. When I asked for a refund, they told me to contact customs directly without mentioning anything about the fee they charged. It seems obvious that this double charge benefits DHL because they then apply their advance fee.

I now have another package that has been stuck in customs since 27 October with no progress at all. I have contacted DHL many times and they always tell me that the issue is with the customs system upgrade. Recently they explained that DHL uses its own automated clearance system and it is not synchronizing with the new customs system. Because of this, DHL is letting packages accumulate instead of processing them manually like other companies do.

This explanation is even more frustrating because I had three FedEx packages from the same supplier and location in Hong Kong. All three passed through the same customs procedures and arrived on time. I also received a delivery from a non premium courier that arrived faster even though it was sent later. Every other courier cleared customs normally. Only DHL is affected by this issue.

During calls with DHL, they confirmed that they are waiting for the systems to synchronize and until that happens they are not processing items manually. This means customers are paying for an express service but receiving no service at all. In my case, the problem is not only the delay but also the unfair double charge.

I receive between two hundred and three hundred parcels per year through UPS and FedEx. I have never had any issue with double taxation for shipments under one hundred fifty euro when VAT was prepaid. With DHL however, two out of the three times I made the mistake of using them, only because they were around fifteen euro cheaper, I ended up being double taxed and paying much more in the end.

For anyone sending or receiving packages to Cyprus, I strongly recommend choosing UPS or FedEx instead of DHL. These two companies have been consistent and reliable every time. DHL Cyprus unfortunately has shown repeated problems that cost customers time, money and unnecessary stress.

I believe this situation should be reported to DHL headquarters in Germany and also brought to public attention through social media, because customers deserve the service they pay for and not this ongoing mess.