SERVICE GUIDE 2018 DHL EXPRESS

SERVICE GUIDE 2018 DHL EXPRESS

2 Service Guide DHL Express 2018 Service Guide DHL Express 2018 3 WELCOME TO THE WORLD OF DHL EXPRESS Logistics is more than transport alone. With our logistics services, we connect your business to your customer. DHL Express understands that your shipment is more than a package alone. Whatever you send, we know how your shipment can make a difference. With our global express network, DHL Express will deliver your products on time and at the right place. Whether you are sending a document to Paris or a package to Hong Kong. Just as you have promised your customer. Corporate Social Responsibility 04 An appropriate service for every shipment 06 Simple payment with DHL MyBill 08 Calculate the rate for your DHL Express shipment 10 Sending DHL Express shipments 12 Importing DHL Express shipments 14 Additional zone classification 16

4 Service Guide DHL Express 2018 Service Guide DHL Express 2018 5 CORPORATE SOCIAL RESPONSIBILITY Corporate Social Responsibility (CSR) is an integral part of our business strategy. We use our experience and global presence to help people and the environment, striking a balance between our economic and social responsibility goals. COMMITMENT GOGREEN GOHELP GOTEACH We do everything we can to make sustainable and positive changes in the world. We do this by using available knowledge and a global presence in a way that benefits people and the environment. We focus on four strategic areas of involvement to fulfill our responsibility: GoGreen, GoHelp, GoTeach and Volunteering. GoGreen is DHL s environment program. DHL is actively working to reduce the impact of logistics on the environment by minimizing the use of natural resourcesmand using the most efficient transport. This enables DHL toreduce its CO2 emissions. DHL has set itself the ambitious mission: ZERO emissions by 2050. Together with various strong partners we are striving to improve people s living conditions. For example, we are utilizing our logistics expertise to provide effective emergency aid in areas affected by natural disasters. We have our own Disaster Response Team, which works together with the United Nations and UNICEF. GoTeach reflects our commitment to a better quality of education. We are promoting and developing initiatives across the globe that support individuals in their development and help them expand their skills. To achieve this we partner with global organizations in the field of education. VOLUNTEERING We encourage our employees to take an active part in social projects in their immediate environment.

6 Servicegids Guide DHL DHL Express 2016 2018 Servicegids Guide DHL Express 2016 2018 7 AN APPROPRIATE SERVICE FOR EVERY SHIPMENT VARIETY OF SOLUTIONS SAME DAY-SERVICES TIME DEFINITE-SERVICES DAY DEFINITE-SERVICES Description For mission-critical shipments that need immediate pickup and delivery within the shortest possible timeframe or special care. Time-critical shipments with delivery before 9:00 am, before 12:00 noon, or before close of business, with a money-back guarantee.* Less urgent and heavy shipments with delivery within a few days. Service DHL SPRINTLINE Urgent non-stop delivery of your shipment (from a document to a lorry load) at any time in the Netherlands or the rest of Europe. Door-to-door delivery before 9:00 am on the next possible working day. With a money-back guarantee. DHL ECONOMY SELECT Delivery of international parcels and pallets to more than 30 European countries. DHL Express is the number one in express transport. DHL Express has a variety of solutions depending on your requirements. From emergency same day delivery, to guaranteed time-definite next possible working day delivery, to less urgent day definite delivery options, DHL Express offers you the right transport solution. We have listed all of our services on this page. DHL Express likes to think with you. DHL JETLINE Urgent delivery of your shipment (from a document to several pallets) on the next available flight out to any destination worldwide. DHL SAME DAY SOLUTIONS Customized solutions for all your specific logistic needs. Door-to-door delivery before 12:00 noon on the next possible working day. With a money-back guarantee. DHL EXPRESS WORLDWIDE With DHL EXPRESS WORLDWIDE we guarantee delivery of your national and international express shipments before close of business on the day of delivery. DHL IMPORT ECONOMY SELECT You can import parcels and pallets fromnearly every European country with DHL IMPORT ECONOMY SELECT. DHL GLOBALMAIL For all your international mail (to any country in the world except the Netherlands). SAME DAY-SERVICES For all those mission-critical shipments that need immediate pickup and door-to-door delivery within the shortest possible timeframe. Within the Netherlands, in Europe or in the rest of the world. We always provide customized delivery solutions. By road? By scheduled airline? A helicopter or private jet? Everything is possible. TIME DEFINITE-SERVICES For time-critical shipments that have to arrive quickly and on time choose our Time Definite services. Fast national and international deliveries, anywhere in the world, with a choice of different delivery times: before 9:00 am, before 12:00 noon or before the end of the working day. This we guarantee. DAY DEFINITE-SERVICES For less urgent shipments that still needs to be delivered in Europe with a set transit time choose our Day Definite-services. Reliable and easy. For international mail till 2 kg you choose DHL GLOBALMAIL. Your DHL Express Courier takes the post and hands it over to Deutsche Post. They ensure delivery via local postal service all over the world. Fast and easy. DHL IMPORT SERVICES You can import shipments from more than 214 countries around the world with DHL Import Services. With delivery before 9:00 am, before 12:00 noon, or before close of business. Destination Netherlands, Europe and worldwide Netherlands, Europe and worldwide Europe Type of shipment s, parcels and pallets s, parcels and pallets Parcels and pallets Pick-up Same day, as fast as possible after booking Same day Same day Book shipment 088-0552 888 via dhlexpress.nl or via 088-0552 000 via dhlexpress.nl or via 088-0552 000 * The money back guarantee only counts for time-critical shipments with delivery before (import) 9:00 and 12:00 Check www.dhlexpress.nl for more information.

8 Servicegids Guide DHL DHL Express 2018 2018 Service Guide DHL Express 2018 9 SIMPLE PAYMENT WITH DHL MYBILL DHL MyBill allows you to efficiently manage and pay your DHL invoices online. It s free, easy and secure. DHL MyBill helps you streamline your billing process, with all your DHL shipping information in one secure location. Our secure online environment saves time, eliminates paperwork and is easy to use because you can receive and pay DHL invoices 24 hours a day, 7 days a week. ONE SIMPLE ONLINE SOLUTION DHL MyBill is a simple and effective tool for reviewing invoices, making payments, and downloading reports. Our secure online environment saves time and eliminates paperwork for all our Dutch customer DHL Express accounts in one location. It combines the convenience of an online interface with the speed and security of electronic banking. HOW CAN YOU BENEFIT FROM ONLINE BILLING? You maintain full control of all your export and import accounts in one profile. Specify the dates you would like to make a payment and determine the amount for each payment. Research individual line items on your invoices. If you need to file a dispute for charges, it s simple to submit your request with DHL MyBill. To Register for DHL MyBill: Mybill.dhl.com THE ADVANTAGES: Receive email notification of new invoices Pay invoices online via credit card or bank funds transfer. Review payment history online. View and download copies of all invoices, including corresponding PDF and TIF documentation. Download invoice and shipment transaction data in spreadsheet format. Query and submit disputes at the invoice level. Designate a company administrator to create new logins for multiple internal users. Access invoice and shipment documentation for up to 12 months.

10 Servicegids DHL Express 2018 Servicegids DHL Express 2018 11 CALCULATE THE RATE FOR YOUR DHL EXPRESS SHIPMENT FOUR EASY STEPS 1 WHAT RATE ZONE? Check the rate zone of the country to which you want to send the shipment, or from which you want to import the shipment. 2 WHICH RATE LIST? Decide when you want your shipment to arrive: before 9:00 am? DHL DOMESTIC EXPRESS 9:00 DHL IMPORT EXPRESS 9:00 before 12:00 noon? DHL DOMESTIC EXPRESS 12:00 DHL IMPORT EXPRESS 12:00 before close of business? DHL EXPRESS WORLDWIDE DHL IMPORT EXPRESS WORLDWIDE DHL EXPRESS ENVELOPE CALCULATING THE VOLUMETRIC WEIGHT: LENGTH X WIDTH X HEIGHT (IN CM) 3 INSIDE OR OUTSIDE THE EUROPEAN UNION Different rates apply for domestic shipments, and for shipments within and outside the European Union. The EU rates apply to all shipments within the European Union. Outside the European Union a distinction is made between shipments that do not require customs clearance (s) and shipments that require a statutory customs declaration in the destination country (Non-s). 4 WHAT WEIGHT? The rate for your shipment also depends on the weight in kilos or volume in m3. If you are sending a large lightweight shipment, the rate will be based on the volumetric weight. Once you have calculated the volumetric weight, compare it with the actual weight in kilos. The heaviest of the two is the billing weight for your shipment. HEIGHT FUEL SURCHARGE The fuel surcharge for air transport (which applies to international Time Definite services) is based on the (US Gulf Coast) kerosene prices published monthly by the US Department of Energy. The fuel surcharge is adjusted in line with an index inincrements of 0.5%. The fuel prices are published by the US Department of Energy with a two-month delay. So the fuel surcharge for May, for example, is based on the average fuel price in January. The fuel surcharge for Time Definite services within the Netherlands is based on the diesel prices published monthly by the European Commission for Energy. The fuel surcharge is adjusted in line with an index inincrements of 0.5% per 40 euros cost difference per 1,000 liters of diesel. The fuel surcharge is adjusted by DHL Express in the month after publication by the European Commission. The fuel surcharge tables can be viewed on our website. 5000 LENGTH WIDTH

12 Service Guide DHL Express 2018 Service Guide DHL Express 2018 13 SENDING DHL EXPRESS SHIPMENTS Transit times and shipment options for export Afghanistan 3 4 Albania 1 2 Algeria 1 2 American Samoa 5 5 Andorra 3 3 Angola 4 4 Anguilla 3 4 Antigua 3 4 Argentina 2 3 Armenia 2 3 Aruba 3 4 Australia 3 3 Austria 1 EU Azerbaijan 2 3 Bahamas 2 3 Bahrain 2 3 Bangladesh 3 4 Barbados 2 3 Belarus 2 3 Belgium 1 EU Belize 3 4 Benin 2 2 Bermuda 2 3 Bhutan 5 5 Bolivia 3 4 Bonaire 3 4 Bosnia and Herzegovina 1 1 Botswana 3 4 Brazil 3 3 British Guyana 3 4 Brunei 3 4 Bulgaria 1 EU Burkina Faso 3 3 Burundi 3 3 Cambodia 2 2 Cameroon 2 3 Canada 2 2 Canary Islands, The 2 4 Cape Verde 6 7 Cayman Islands 2 3 Central African Republic 5 6 Chad 6 6 Chile 2 3 China People's Republic 2 3 Colombia 2 2 Comoros 5 6 Congo 2 3 Congo, Democratic Republic of 2 2 Cook Islands 4 4 Costa Rica 2 3 Croatia 1 EU Cuba 4 7 Curaçao 2 3 Cyprus 2 EU Czech Republic, The 1 EU Denmark 1 EU Djibouti 3 5 Dominica 3 4 Dominican Republic 3 4 Ecuador 2 3 Egypt 2 3 El Salvador 2 3 Eritrea 4 4 Non Estonia 1 EU Ethiopia 2 2 Falkland Islands 5 6 Faroe Islands 3 3 Fiji 4 4 Finland 1 EU France 1 EU French Guiana 2 3 Gabon 2 2 Gambia 3 3 Georgia 2 3 Germany 1 EU Ghana 2 2 Gibraltar 1 1 Greece 1 EU Greenland 7 7 Guadeloupe 2 3 Guam 4 4 Guatemala 2 3 Guernsey 2 3 Guinea Bissau 5 5 Guinea Equatorial 3 5 Guinea Republic 2 3 Haiti 3 3 Honduras (Republic) 2 3 Hong Kong 2 2 Hungary 1 EU Iceland 1 1 India 2 3 Indonesia 2 3 Iran (Islamic Republic of) 3 4 Iraq 4 6 Ireland, Republic of 1 EU Israel 1 1 - Gaza Strip 7 7 - Ramallah-West Bank 7 7 Italy 1 EU Ivory Coast 2 3 Jamaica 2 3 Japan 2 3 Jersey 2 3 Jordan 2 4 Kazakhstan 2 3 Kenya 2 3 Kiribati 5 5 Korea, D.P.R. of (North Korea)* 6 7 Korea, Republic of (South Korea) 2 3 Kosovo 2 3 Kuwait 2 3 Kyrgyzstan 4 5 Lao People's Dem. Rep. (Laos) 4 5 Latvia 1 EU Lebanon 2 3 Lesotho 3 3 Liberia 3 4 Libya 7 8 Liechtenstein 1 2 Lithuania 1 EU Luxembourg 1 EU Macau 2 2 Macedonia, Rep. of (FYROM) 1 1 Madagascar 3 3 Malawi 3 3 Non DHL Express strives to provide you with accurate and reliable information. Published transit times are indicative. Current transit times can be viewed at www.dhl.nl. Published transit times are based on the most common occurring transit time between two countries to direct delivery areas in the destination country. Transit times for non-direct delivery areas are available from our customer service team. Actual transit times may differ from published transit times due to customs procedures in the destination country, non-average values, non-average dimensions or the non-average weight of a shipment. All our services are subject to the DHL Express General Terms and Conditions of Carriage, deposited on the 18th of July 2016 at the clerk to the Noord-Holland court, location Haarlem, under no. 25/2016 and are available on request. The DHL Express General Terms and Conditions of Carriage are also published on dhlexpress.nl. Malaysia 2 3 Maldives 4 4 Mali 2 2 Malta 1 EU Marshall Islands 6 6 Martinique 2 3 Mauritania 3 4 Mauritius 2 2 Mayotte 6 6 Mexico 2 2 Micronesia 6 6 Moldova, Republic of 2 3 Monaco 1 EU Mongolia 3 5 Montenegro 2 3 Montserrat 3 4 Morocco 1 2 Mozambique 3 3 Myanmar 3 3 Namibia 3 3 Nauru, Republic of 5 5 Nepal 3 5 Netherlands 1 1 Nevis 3 4 New Caledonia 5 5 New Zealand 3 3 Nicaragua 2 3 Niger 3 4 Nigeria 2 3 Niue 5 5 Norway 1 1 Oman 2 3 Pakistan 2 3 Palau 5 5 Panama 2 3 Papua New Guinea 4 4 Paraguay 2 3 Peru 2 3 Philippines, The 2 3 Poland 1 EU Portugal 1 EU Puerto Rico 2 2 Qatar 2 3 Reunion, Island of 3 3 Romania 1 EU Russian Federation, The 1 2 Rwanda 3 3 Saipan 4 5 Samoa 3 3 San Marino 1 2 Sao Tomé and Principe 3 3 Saudi Arabia 2 3 Senegal 2 2 Serbia, Republic of 1 1 Seychelles 3 3 Sierra Leone 3 3 Singapore 2 2 Slovakia 1 EU Slovenia 1 EU Solomon Islands 5 5 Somalia 6 6 Somaliland, Republic of 6 6 South Africa 2 2 Non Spain 1 EU Sri Lanka 2 2 St. Barthelemy 3 4 St. Eustatius 3 4 St. Helena** 10 St. Kitts 3 4 St. Lucia 3 4 St. Maarten 3 4 St. Vincent 3 4 Sudan (North) 3 3 Sudan (South) 4 4 Suriname 4 5 Swaziland 3 3 Sweden 1 EU Switzerland 1 1 Syria 7 9 Tahiti 6 6 Taiwan 2 3 Tajikistan 5 6 Tanzania 2 2 Thailand 2 3 Timor Leste 5 7 Togo 2 2 Tonga 5 5 Trinidad and Tobago 2 3 Tunisia 2 3 Turkey 1 1 Turks and Caicos Islands 3 4 Tuvalu 5 6 Uganda 2 3 Ukraine 1 2 United Arab Emirates 2 2 - Abu Dhabi 2 2 - Dubai 2 2 United Kingdom 1 EU United States of America*** 2 2 Uruguay 2 2 Uzbekistan 3 3 Vanuatu 5 5 Venezuela 3 4 Vietnam 2 3 Virgin Islands (British) 3 4 Virgin Islands of USA 3 3 Yemen 4 6 Zambia 3 3 Zimbabwe 3 4 * Please contact DHL customer service via 088-0552 000 for the possibilities. ** Please contact your DHL contact person for the actual transit times. *** becomes DHL EXPRESS 10:30 in the U.S. Delivery options at the postal code level can be found at www.dhl.nl. EU means the country is a member of the European Union. For transit times for shipments requiring customs clearance within the EU please call our customer service team on 088-0552 000. All information subject to printing errors. Prices subject to change. Non

14 Service Guide DHL Express 2018 Service Guide DHL Express 2018 15 IMPORTING DHL EXPRESS SHIPMENTS Transit times and shipment options for export Afghanistan 3 4 Albania 1 2 Algeria 1 2 American Samoa 4 5 Andorra 1 2 Angola 3 4 Anguilla 3 4 Antigua 3 4 Argentina 3 4 Armenia 2 3 Aruba 3 4 Australia 2 3 Austria 1 EU Azerbaijan 2 3 Bahamas 2 3 Bahrain 2 3 Bangladesh 2 3 Barbados 3 4 Belarus 1 2 Belgium 1 EU Belize 3 4 Benin 2 3 Bermuda 2 3 Bhutan 3 4 Bolivia 3 4 Bonaire 3 4 Bosnia and Herzegovina 1 2 Botswana 3 4 Brazil 3 4 British Guyana 3 3 Brunei 2 3 Bulgaria 1 U Burkina Faso 2 3 Burundi 3 3 Cambodia 2 3 Cameroon 2 3 Canada 2 3 Canary Islands, The 2 3 Cape Verde 3 4 Cayman Islands 2 3 Central African Republic 3 4 Chad 3 4 Chile 3 4 China People's Republic 1 2 Colombia 3 4 Congo 3 4 Comoros 3 4 Congo, Democratic Rep. of 3 3 Cook Islands 5 6 Costa Rica 3 4 Croatia 1 EU Cuba 6 7 Curaçao 2 3 Cyprus 2 EU Czech Republic, The 1 EU Denmark 1 EU Djibouti 3 4 Dominica 3 4 Dominican Republic 3 3 Non Ecuador 3 4 Egypt 2 3 El Salvador 3 4 Eritrea 4 5 Estonia 1 EU Ethiopia 2 3 Falkland Islands 5 6 Faroe Islands 2 2 Fiji 4 5 Finland 1 EU France 1 EU French Guyana 3 4 Gabon 2 3 Gambia 3 4 Georgia 2 3 Germany 1 EU Ghana 2 3 Gibraltar 1 2 Greece 1 EU Greenland 3 3 Grenada 3 4 Guadeloupe 4 5 Guam 3 4 Guatemala 3 4 Guernsey 1 2 Guinea Bissau 4 5 Guinea Equatorial 3 4 Guinea Republic 3 4 Haiti 3 4 Honduras (Republic) 3 4 Hong Kong 1 2 Hungary 1 EU Iceland 1 2 India 1 2 Indonesia 2 2 Iran 2 3 Iraq 6 6 Ireland, Republic of 1 EU Israel 1 2 Italy 1 EU Ivory Coast 2 2 Jamaica 2 3 Japan 2 2 Jersey 1 2 Jordan 2 3 Kazakhstan 2 3 Kenya 2 3 Kiribati 4 4 Korea, Rep. of (South Korea) 2 3 Korea, D.P.R. of (North Korea)* 5 6 Kosovo 1 2 Kuwait 2 3 Kyrgyzstan 2 3 Lao People's Dem. Rep. (Laos) 2 3 Latvia 1 EU Lebanon 2 2 Lesotho 3 4 Liberia 3 4 Libya 7 9 Non DHL EXPRESS12:00 DHL Express strives to provide you with accurate and reliable information. Published transit times are indicative. Current transit times can be viewed at www.dhl.nl. Published transit times are based on the most common occurring transit time between two countries to direct delivery areas in the destination country. Transit times for non-direct delivery areas are available from our customer service team. Actual transit times may differ from published transit times due to customs procedures in the destination country, non-average values, non-average dimensions or the non-average weight of a shipment. All our services are subject to the DHL Express General Terms and Conditions of Carriage, deposited on the 18th of July 2016 at the clerk to the Noord-Holland court, location Haarlem, under no. 25/2016 and are available on request. The DHL Express General Terms and Conditions of Carriage are also published on dhlexpress.nl. For countries marked with in the columns DHL IMPORT EXPRESS 9:00 and DHL IMPORT EXPRESS 12:00 the shipment option is available for s and Non- s. D means only shipments are available. Delivery options per postcode are listed at www.dhl.nl. DHL Import Services are not available from the following countries: D.P.R of Korea (North Korea), Kosovo (Republic), Somaliland, Rep of (North Somali) and Venezuela. It is possible to import from these countries if shipments are sent at the expense of the sender. EU means the country is a member of the European Union. For transit times for shipments requiring customs clearance within the EU please contact our customer service team on 088-0552 000. All information subject to printing errors. Prices subject to change. Liechtenstein 1 2 Lithuania 1 EU Luxembourg 1 EU Macau 1 2 Macedonia, Rep. of (FYROM) 1 2 Madagascar 3 4 Malawi 4 5 Malaysia 2 3 Maldives 2 3 Mali 2 3 Malta 1 EU Marshall Islands 6 7 Martinique 3 4 Mauritania 2 3 Mauritius 2 2 Mayotte 4 5 Mexico 2 3 Micronesia 6 7 Moldova, Republic of 1 3 Monaco 1 EU Mongolia 4 5 Montenegro 1 2 Montserrat 3 4 Morocco 1 2 Mozambique 3 4 Myanmar 2 3 Namibia 3 4 Nauru, Rep. of 5 5 Nepal 2 3 Nevis 3 4 New Caledonia 5 6 New Zealand 2 3 Nicaragua 3 4 Niger 3 2 Nigeria 2 3 Niue 5 5 Norway 1 1 Oman 2 3 Pakistan 2 3 Palau 5 6 Panama 3 4 Papua New Guinea 5 5 Paraguay 3 4 Peru 3 4 Philippines, The 2 3 Poland 1 EU Portugal 1 EU Puerto Rico 2 3 Qatar 2 3 Reunion, Island of 2 3 Romania 1 EU Russian Federation, The 1 2 Rwanda 3 4 Saipan 4 5 Samoa 3 3 San Marino 1 2 Sao Tome and Principe 4 5 Saudi Arabia 2 3 Senegal 2 3 Non Serbia, Republic of 1 2 Seychelles 3 4 Sierra Leone 3 4 Singapore 1 2 Slovakia 1 EU Slovenia 1 EU Solomon Islands 5 6 Somalia 5 6 Somaliland, Republic of 6 7 South Africa 2 3 Spain 1 EU Sri Lanka 2 3 St. Barthelemy 3 4 St. Eustatius 3 4 St. Helena** St. Kitts 3 4 St. Lucia 3 4 St. Maarten 3 4 St. Vincent 3 4 Sudan (North) 3 4 Sudan (South) 3 4 Suriname 3 4 Swaziland 3 4 Sweden 1 EU Switzerland 1 2 Syria 4 4 Tahiti 7 8 Taiwan 2 3 Tajikistan 5 5 Tanzania 2 3 Thailand 2 3 Timor Leste 4 4 Togo 2 3 Tonga 5 6 Trinidad and Tobago 3 4 Tunisia 1 2 Turkey 1 2 Turks and Caicos Islands 2 3 Tuvalu 5 6 Uganda 2 3 Ukraine 1 2 United Arab Emirates 2 3 United Kingdom 1 EU United States of America 2 3 Uruguay 3 4 Uzbekistan 2 3 Vanuatu 5 6 Venezuela 3 4 Vietnam 2 3 Virgin Islands (British) 2 2 Virgin Islands of USA 2 3 Yemen 4 5 Zambia 3 4 Zimbabwe 3 4 * / ** Please contact your DHL contact person for the actual transit times and possibilities. Non

DHL Express Anchoragelaan 32 1118 LD Schiphol Postbus 7549 1117 ZG Schiphol www.dhlexpress.nl All information subject to printing errors. Version 1.0/2018