Our services Your guide to our UK and International parcel and letter services and code of practice - Royal Mail
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Our services Your guide to our UK and International parcel and letter services and code of practice Valid from 25 March 2019
Contents Welcome to our services
Posting your mail 4 Receiving and using Whether your item is urgent, requires proof of
Sending a parcel in the UK6 our services
When we can’t deliver 21
delivery on arrival or you simply want a standard
Guaranteed8
Signed10 Local Collect at the Post Office® 22 service, we have a wide range of UK and
Standard11 Receiving services 23 International parcel and letter delivery
Mailing services 24
Special Stamps and Souvenirs 25
services, so you can choose the most
Sending an
International parcel12
Addressing your item 26 appropriate option for your needs.
Prohibitions and Restrictions 27
Guaranteed14
International sanctions 28
Confirmed16
Working out your international
Standard18 postage prices 30
Customs declaration form 32
Special Delivery Service standards 34
Guaranteed
UK parcel sizes and weights 20 If something goes wrong
UK Letter sizes and weights 20 Making a claim 36
Complaints procedure 37
Contact us 43
For information relating to the cost of sending parcels and letters in the
UK or internationally, please refer to the Royal Mail ‘Our prices’ or the
Parcelforce Worldwide ‘UK and international services and prices’
leaflet, available in Post Office® branches, or visit royalmail.com or
Correct at going to print on 8 February 2019 parcelforce.com
2 | Our services Our services | 3
Posting your mail
Where to post your mail To make any claim for compensation,
Mail can be posted into one of our you will need to provide a Certificate
many post boxes throughout the UK of Posting.
or at a Post Office® branch.
Selling online?
Mail is collected daily from Monday
If you sell goods on online marketplaces
to Saturday.
or through online marketplaces, we
The following items should be taken to have the delivery services you will need.
a Post Office® branch for posting:
Whether you’ve just started selling
• Royal Mail Special Delivery items or you’re an established
Guaranteed by 9am® marketplace seller, we can help your
• Royal Mail Special Delivery business grow.
Guaranteed by 1pm® Sending items is plain sailing with our
• Royal Mail Signed For® 1st Class range of services, offering a choice of
• Royal Mail Signed For® 2nd Class delivery speeds, plus options like
tracking or a signature on delivery to
• International Tracked & Signed
give your customers added peace
• International Tracked of mind.
• International Signed To find out how we can get your goods
to your customers quickly, efficiently
Obtain a Certificate of Posting
and cost-effectively visit
If you’re posting an item at a Post royalmail.com/sellingonline
Office branch using any of the products
above including 1st and 2nd Class
Small and Medium Parcels, you will
automatically receive a Certificate of
Posting.
If you’re posting an item using any of
the following products you will need to
request a Certificate of Posting at the
Post Office® branch:
• Royal Mail 1st Class Letter
• Royal Mail 2nd Class Letter
• International Standard
Our UK Letter and
• International Economy
Parcel services
4 | Our servicesSending a letter or parcel in
the UK is easy
Royal Mail Special Delivery
Guaranteed by 9am® What’s included:
Royal Mail Special Delivery • Full tracking
Guaranteed Guaranteed by 1pm®
Parcelforce Worldwide
• Choice of 9am, 10am,
12 noon, 1pm or within
Timed next day delivery express9 24 hour delivery times
express10 • Proof of delivery with signature
expressAM • Includes compensation
express24
Royal Mail Signed For®
1st Class
What’s included:
Signed
Royal Mail Signed For®
• Proof of delivery with signature
2nd Class
• Choice of next working day or
Parcelforce Worldwide
With signature on delivery 2-3 working day delivery
express48
• Includes compensation
Parcelforce Worldwide
express48large*
Royal Mail 1st Class
What’s included:
Royal Mail 2nd Class
• Includes free online delivery
Parcelforce Worldwide confirmation for 1st class and
Standard
express48 2nd Class Small parcels and
Parcelforce Worldwide Medium parcels.
express48large* • Choice of next working day or
*express48large is only available in certain 2-3 working day delivery
Post Office® branches. Please contact your
local branch for specific availability. • Includes compensation
6 | Our services Our services | 7Our Guaranteed UK services Royal Mail Special Delivery
Guaranteed by 9am®
Parcelforce Worldwide
express9
Royal Mail Special Delivery express10
Guaranteed by 1pm®
Our Guaranteed services are ideal when you • Choice of 9am* or by 1pm
expressAM
• Guaranteed† and delivered next
have a valuable gift or important item that delivery time
working day with a choice of
• Money back guarantee if your item
absolutely has to be there tomorrow and you doesn’t arrive on time**
delivery times: by 9am, by 10am
or by 12 noon
need to know it’s arrived safely and on time. • Includes end-to-end tracking and
express24
signature on delivery
• Guaranteed† delivery next working
• Includes compensation:
day by close of business
- up to £500 for by 1pm service
Choose our Guaranteed services when you need:
- up to £50 for by 9am service All express services include:
• the item to arrive next day
• Additional compensation can be • End-to-end tracking
• to track important items online and get proof of delivery, including a signature purchased up to £2,500 and signature on delivery
• compensation for your valuable items at the time of posting • Money back guarantee† if your item
• seller protection, if you are selling goods online • Ideal for sending urgent doesn’t arrive on time
or valuable items such as money • Compensation:
Sometimes the damage, delay or loss of an item can lead to greater loss than or jewellery -u p to £200 for express9, 10
the actual value of the item itself. For such items you can buy our consequential • Saturday delivery guarantee and AM
loss cover of up to £10,000. This cover could be a wise choice for important legal available for an additional fee - up to £100 for express24
documents or tax returns that may result in penalties if lost or not delivered • Maximum weight: • Additional compensation can be
on time. Just ask for consequential loss when you send your item by Special - 2kg for by 9am service purchased up to £2,500
Delivery Guaranteed. Make sure your compensation claim is submitted to Royal - 20kg for by 1pm service at the time of posting
Mail Customer Services within 14 days of posting. You’ll need to include your • You can track your item online at • Saturday delivery available
Certificate of Posting in order to make a claim. royalmail.com/track for an additional fee
Consequential loss is not available for goods that are restricted. For more • Maximum weight of 30kg
information please see the Prohibited and restricted items leaflet.
e guarantee delivery by 9am to more than 98% of all UK addresses.
W
*
By 9am delivery is subject to recipient availability. Conditions apply. Visit
royalmail.com/specialdelivery for details.
We deliver throughout the UK, however, there are certain delivery
**
On time delivery or your money back. Conditions apply. Visit royalmail.com/specialdelivery for details.
†
arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
P
restrictions in particular areas. For more information visit charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail Services.
royalmail.com/specialdelivery Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
Please visit parcelforce.com for further information.
8 | Our services Our services | 9Our Signed UK services Our Standard UK services
When you need the extra peace of mind of Our reliable Standard services are easy to use
proof of delivery with a signature, choose and offer a range of delivery options for your
from our range of Signed services. non-valuable items.
Choose our Signed services when you need: Choose our Standard services when you need:
• the item to arrive the next working day or within 2-3 working days • the item to arrive the next working day or within 2 or 3 working days
• online proof of delivery and a signature from recipient • compensation cover up to £20
• a great delivery service for non-valuable items
• compensation cover up to £50 for Royal Mail Signed For
Royal Mail Signed For® 1st Class Parcelforce Worldwide express48 Royal Mail 1st Class
• Aims to deliver your item the next and express48large • Aims to deliver your item the next
working day • Guaranteed* delivery within working day
Royal Mail Signed For® 2nd Class 2 working days by close of business Royal Mail 2nd Class
• Aims to deliver your item within 2-3 • Money back guarantee* if your item • Aims to deliver your item within 2-3
working days doesn’t arrive on time working days
• Includes end-to-end tracking and
Our Signed Services: signature on delivery Our Standard Services: when customers use 1st Class or
• Include compensation up to £20. 2nd Class stamps, or for items sent
• Include proof of delivery and • Compensation cover up to £100
Valuables (money and jewellery) to the Channel Islands, Isle of Man
signature from recipient • Additional compensation can be
and items of greater value should or to British Forces Post Office
• Include compensation up to £50. purchased up to £2,500 at the time (BFPO)
be sent by Royal Mail Special
Valuables (money and jewellery) of posting
Delivery Guaranteed
and items of greater value should • Saturday delivery available for an UK Articles for the Blind
be sent by Royal Mail Special • Online delivery confirmation is UK Articles for the Blind can be posted
additional fee
Delivery Guaranteed available for 1st Class and 2nd Class 1st Class and free of charge by
• Ideal for parcels over 2kg Small and Medium Parcels. You can
• You can view proof of delivery and arrangement. We can also arrange to
• Maximum weight of 30kg confirm delivery of your parcel by
signature online by visiting have items collected. For further
visiting royalmail.com/confirm details, please visit royalmail.com/
royalmail.com/signed
• Are ideal for non-valuable items articles-for-the-blind or contact
arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
P
*
• Please note that online delivery Customer Services on
charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail confirmation is not available for 03456 076 140.
Services. Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
Please visit parcelforce.com for further information. Letter and Large Letter items or
10 | Our services Our services | 11Sending an International
letter or parcel is easy
What’s included:
• G
uaranteed delivery from next
Parcelforce Worldwide working day with globalexpress
Guaranteed
globalexpress • D
elivery from 3 working days with
Parcelforce Worldwide globalpriority
globalpriority • F
ull tracking and signature
on delivery
• Includes compensation
What’s included:
• F ull tracking, signature taken on
Royal Mail International delivery and online delivery
confirmation with International
Tracked & Signed Tracked & Signed
Confirmed Royal Mail International
Tracked
Royal Mail International
• Full tracking and online delivery
confirmation with International
Tracked
• Signature taken on delivery for
Signed International Signed
• Compensation of £50 included for all
Confirmed services
What’s included:
Royal Mail International • A
ims to deliver to Europe within 3-5
Standard working days and to the rest of the
Standard
world within 6-7 working days with
Royal Mail International International Standard
Economy
• D
elivery from 2 weeks with
Parcelforce Worldwide International Economy
globalvalue • D
elivery from 4 working days with
globalvalue
12 | Our services Our services | 13Our Guaranteed Parcelforce Worldwide
globalexpress
Parcelforce Worldwide
globalpriority
International services • Guaranteed* delivery from next
working day to USA, Canada and
Europe and from 2 working days to
• Guaranteed* delivery from
3 working days to Europe and major
destinations worldwide
the rest of the world • Money back guarantee* if your item
Ideal for guaranteed, fast and secure • Money back guarantee* if your item doesn’t arrive on time
doesn’t arrive on time • End-to-end tracking to
international delivery, with the added security • End-to-end tracking to all major destinations
of end-to-end tracking and online confirmation destinations • Signature on delivery, with online
• Signature on delivery, with online confirmation
of delivery. confirmation • Includes compensation cover up
• Includes compensation cover up to £100
to £200 • Additional compensation can be
• Additional compensation can be purchased up to £2,500 at the time
purchased up to £2,500 at the time of posting
Choose our Guaranteed services when you need: of posting
• the item to arrive as quickly as possible
• signature on delivery and online confirmation Save 15% every time*** you send an item with Parcelforce Worldwide
• to track important goods online every step of the way through joining Rewards4U.
• compensation cover for your valuable items To find out more and to join Rewards4U visit
parcelforce.com/rewards4u
Size and weight:
Maximum Length: 1.5m and 3m length and girth combined*
Weight limit: 30kg**
Weight and size limits vary by destination.
**
For more information see parcelforce.com/countries
arcelforce Worldwide guarantee definition: A refund of the whole or a proportionate part of the consignment
P
*
charges in the event of late delivery in line with our UK or International Conditions of Carriage for Retail
Services. Delivery time begins from date of collection. Extended delivery times exist for outlying areas.
Please visit parcelforce.com for further information.
***
excludes globalvalue and globaleconomy
14 | Our services Our services | 15Our Confirmed All Royal Mail International Confirmed
services offer:
International services • Compensation of up to £50
included
• Additional compensation of £250
also available
When you need the extra peace of mind with • Free returns on undelivered items
proof of delivery, choose from our range of provided there is a UK return
address on the item
Confirmed services.
Note: We recommend that you include the addressee’s telephone number
Choose our Confirmed services when you need: on the item, to assist in overseas delivery.
• tracking and online delivery confirmation Please also include your address on the reverse of the item so that it can be
• signature taken on delivery returned in the event of non delivery.
• compensation included For signature services, formal identification may be captured in lieu of signature.
Royal Mail International Royal Mail International Signed
Tracked & Signed • Tracked until the point your item
• Full end-to-end tracking, signature leaves the UK
taken on delivery and online delivery • Peace of mind as your item will only
confirmation be handed over when a signature is
• Receives priority handling in the UK taken on delivery
and overseas
Royal Mail International Tracked
• Full end-to-end tracking with online
confirmation of delivery
• Receives priority handling in the UK
and overseas
Service Western Europe* Rest of Europe Rest of World
International
3-4 working days 3-5 working days 5-7 working days
Tracked & Signed
International
3-4 working days 3-5 working days 5-7 working days
Tracked
International
N/A 3-5 working days 5-7 working days
Signed
*Applies to Ireland, France, Germany , Spain , Italy, Netherlands, Switzerland, Belgium, Sweden. Austria & Luxembourg '
16 | Our services Our services | 17International Articles for Prohibitions and Restrictions
Our Standard the Blind
International Articles for the Blind
Some items are restricted or
prohibited for legal or safety reasons.
International services
can be posted using International For more information, see our
Standard up to a weight of 7kg. Prohibited and restricted items leaflet.
For further details, please visit Some countries have restrictions on
royalmail.com/articles-for- the items they allow in by post
Our reliable Standard services are easy to use. the-blind or contact Customer (such as money), so please check at
Services on 03456 076 140. royalmail.com/countries-a-to-z or
at your local Post Office® branch
Choose our Standard services when you need: HM Forces Mail before you post.
• a reliable, non-urgent delivery You can send parcels to members
• great value for larger items of HM Forces, their families and
civilians attached to HM Forces around
• compensation included the world. To find out more, go to:
Royal Mail International Standard Please visit royalmail.com/ royalmail.com/bfpo or visit your local
international-compensation for Post Office® branch.
• Cost effective, reliable
delivery worldwide more information on compensation
available for international posted
• A
ims to deliver your item to Europe items.
in 3-5 working days and Rest of
World in 6-7 working days Parcelforce Worldwide globalvalue
• Free returns for undelivered items • Delivery from 4 working International parcel sizes and weights
days worldwide
Royal Mail International Economy
• Includes compensation cover up
• Ideal for heavier items where to £100
economy is more important Royal Mail International parcels Tube/rolls measuring up to:
than speed • Additional compensation can be No single side can be longer than Length: 90cm
purchased up to £500 at the time 60cm and the combined height + Length + 2 x diameter should not be
• D
elivery to Europe from 2 weeks of posting width + depth can be no more than more than 104cm
and worldwide from 6 weeks 90cm Weight limit: 2kg* Weight limit: 2kg
• Letters to Europe must be sent by Parcelforce Worldwide globalvalue
International Standard parcels measuring up to:
Maximum length: 1.5m and 3m
Compensation up to a maximum of
length and girth combined**
£20 for actual loss is available for
Weight limit: 30kg**
International Standard and Economy
parcel services.
At the time of going to print we have provided
Note: Cash and valuables where information about mail to the EU based on the Printed Papers allowable up to 5kg and must be marked ‘PRINTED PAPERS’ on front of item.
*
allowable to the destination country Government’s current VAT and customs rules. Weight and size limits vary by destination.
**
Depending on the outcome of the UK leaving the
should be sent using our Confirmed EU, these rules may be subject to change. Please For more information, please visit royalmail.com/international
Services keep up to date at royalmail.com
18 | Our services Our services | 19UK parcel sizes and weights Using our services
When we can’t deliver
Price varies by size and weight:
Sometimes we can’t deliver a parcel or letter because
no-one’s home and it’s too big to fit through your letter
Small Parcels can
measure up to:
Medium Parcels can
measure up to:
Large Parcels** can
measure up to:
box or a signature is required. We’ll leave a ‘Something
Length: 45cm Length: 61cm Length: 2.5m and 5m length and for you card’ to let you know where your item is. Where
Width: 35cm Width: 46cm girth combined
Depth: 16cm Depth: 46cm Weight limit: 30kg possible, we’ll aim to leave your item with a neighbour*,
Weight limit: 2kg Weight limit: 20kg
but if not we’ll return it to your local Customer
For rolled and cylinder shaped items, the length of the item plus twice the diameter must not exceed 104cm,
with the greatest dimension being no more than 90cm. For more information: royalmail.com/size Service Point/Delivery Office.
Does not apply to Parcelforce Worldwide. See ‘Large Parcels’ above for size restrictions.
For more information about how to present your mail please visit royalmail.com/size or ask at a You can either collect your item or you Where no sender can be found, we will
Post Office® branch. can arrange to have it redelivered to retain the item in our National Return
express48large is only available in certain Post Office® branches. Please contact your local branch for
specific availability.
your own address or another local Centre for a period of one month.
address in your area, free of charge.
Returning items sent
Alternatively, for a small fee we
UK Letter sizes and weights can deliver your item to a local
Post Office® branch.
to a wrong address
For mail incorrectly delivered to you,
write ‘Delivered to wrong address’ on
You can request a redelivery online at
the item and put it in any Royal Mail
royalmail.com/redelivery or by
Price varies by size and weight: post box.
calling the telephone number on your
‘Something for you card’. For mail correctly delivered but to
someone who no longer lives there,
To make sure your item is kept safe
write ‘Recipient no longer at this
Letters can measure up to: Large Letters can measure up to: we’ll ask you to provide proof of
address’ and put it in any Royal Mail
Length: 24cm Length: 35.3cm identification as well as your
post box.
Width: 16.5cm Width: 25cm ‘Something for you card’ whenever
Thickness: Up to and including 0.5cm Thickness: Up to and including 2.5cm you collect your item.
Weight limit: 100g Weight limit: 750g We will keep your items at your local
Customer Service Point/Delivery Office
for 18 days. After this time we will
attempt to return items to the sender.
If you would rather we did not leave your items with a neighbour or you would prefer not to accept items on their
*
behalf register online at royalmail.com/out or call 03456 113 420.
20 | Our services Our services | 21Other services Receiving services
Local Collect® and Return Services
Redirection service options and ID requirements can
When you’re out we’re in Return Services Need your mail delivered quickly to be found at royalmail.com/redirection
When purchasing items online why not Return parcels quickly and easily your new home? Want to help protect or in any Post Office® branch.
choose to have your items delivered with Royal Mail at the Post Office®. yourself against identity theft?
PO Box®
directly to a Post Office® branch? If you’ve ordered something online Our Redirection service ensures your
A PO Box® allows you to collect your
With our Click & Collect service, Local but need to return it because it mail safely reaches your new address,
parcels and letters at a time and place
Collect, you can arrange to have your doesn’t quite fit or it’s faulty, whether you are making a temporary
that is convenient for you.
item sent to one of 11,500 Post Office® simply return it at one of the 11,500 move or relocating permanently.
It is a private and reliable delivery
branches, or 1,200 Royal Mail Post Office® branches nationwide. You can redirect to any UK or
solution for people who travel
Customer Service Points/Delivery With our Tracked Returns service you international address for periods
abroad regularly, buy goods online,
Offices nationwide so you can choose can return items purchased online of up to 3, 6 or 12 months.
frequently receive confidential or
a location that is convenient for you. from many retailers for free. Simply The law prevents us from redirecting private mail and for people living in
Look for the Local Collect delivery apply the label provided onto the item, certain items such as mail relating to shared accommodation.
option when shopping online. or create and print your returns label benefits, and there are restrictions on
Your mail is held at your local Delivery
For more information about our online. Then simply take your item to the types of mail we can redirect
Office until you are ready to pick it up.
Local Collect service visit any Post Office® branch and ask for a internationally, such as mail items
For an additional fee, we offer extra
royalmail.com/chooselocalcollect Certicate of Posting. Your item will be containing goods and items requiring
services such as having your PO Box®
tracked on its way back to the retailer. a signature (e.g. Special Delivery
mail delivered to your home address.
Post Office® branches are now open Guaranteed) overseas. Mail can also
be redirected for someone who has To order an application form for a
earlier and later than you may think
passed away or for whom you have PO Box® visit royalmail.com/po-box
and often on Sundays too.
Visit postoffice/branchfinder to power of attorney.
search for your nearest branch and For this service you will need to
check opening times. fill out our ‘Special Circumstances’
For more information about our application form.
returns services visit Full terms and conditions, prices,
royalmail.com/returns
Royal Mail Keepsafe® while you’re gone and deliver it when
Going away? Don’t advertise your you return.
holiday plans with a pile of mail Keepsafe takes just five days to set
building up on the door mat. up and helps prevent identity fraud.
We can hold onto your household or For more details visit
business mail for up to two months royalmail.com/keepsafe
22 | Our services Our services | 23Mailing Services Special Stamps and Souvenirs
Each year we create a range of beautiful Special Stamp
MailshotMaker Mail Made Easy issues to celebrate the nation’s great events and passions,
MailshotMaker is an online tool that Talk to our experts from the biggest film releases, pop icons, anniversaries, Royal
helps you create and send professional If you would like help in getting the Weddings, wildlife, flowers and fauna. So whether you’re
mailshots. maximum from mail - try Mail Made looking for a thoughtful gift – or you’d like to add to your own
Easy. You’ll partner with one of our
It’s easy to use, with templates and a
trusted direct mail providers who’ll
collection – we have a magnificent range of options for all
photo library, along with hints and tips
to guide you through every step. help you through your campaign - ages and every interest.
You can create a mail pack from as whether that’s finding the right target
little as 49p*. audience, developing design and
messaging to boost ROI, print and
There are three simple formats to production or reporting on the results
choose from including an A4 letter, A5 – our experts are there to help you.
postcard and A5 self-mailer and you’ll
even get a free sample of your mailing From professionally addressed mail to
before you commit. promotional door drops and high Stamp Souvenirs 2018 Stamps Yearpack
quality catalogues, we can make the Perfect as gifts or keepsakes, Stamp A great way to buy all of the Special
Visit mailshotmaker.com to see how whole process easy.
it can help grow your business. Souvenirs feature the Special Stamps Stamps from 2018 in one go. This
Phone us on 0800 014 2358 to learn from each issue on specially designed contains the entire 2018 Special Stamp
*Plus VAT at 20%. A4 letter format, 2nd Class more or visit royalmail.com/easymail envelopes. They also come complete programme, all in stunning mint
postage, no minimum volume. with a special postmark with the date condition. They come in a decorative,
of issue and an information card to tell protective folder to keep all the stamps
you all about the subject. Visit in perfect condition. A perfect gift or an
royalmail.com/stamps excellent way for you to collect.
Presentation Packs
Each richly illustrated Presentation Pack
contains all of the issue’s Special Stamps,
together with a wealth of information
provided by an acknowledged expert on
the subject of the stamps. Available from
selected Post Office® branches.
24 | Our services Our services | 25Addressing your item What you can and cannot send through the post
In order to deliver a parcel or letter, we need to have an accurate address complete General Prohibitions and Restrictions certain countries.
with postcode. Please ensure the address is written clearly and is laid out like the There are certain items and Prohibited and restricted items
diagram below. Remember to include a return address on the reverse of the parcel substances that we cannot accept and include, but are not limited to;
or letter, in case there are any issues when we try to deliver. must not be sent by customers. This is aerosols, alcoholic beverages, all
to comply with national and types of batteries, Christmas
UK Address international regulations governing the crackers, electronic items, lighters,
All lines of the address should be le carriage of mail, to protect the health, liquids, matches, medicines, nail
justified with no punctuation separating safety and wellbeing of our employees, varnish, paints, perfumes and
the address elements.
customers and the general public. perishables. You are responsible for
Mr R Smith Line 1: Addressee’s name checking whether or not an item is
1 Chapel Hill Line 2: Name/number and street name
What are the prohibitions? prohibited or restricted. Information is
Heswall Line 3: Locality name, if required
“Dangerous Goods” form the largest available from the “Prohibited and
proportion of prohibited items and they restricted items” leaflet in Post Office
BOURNEMOUTH Line 4: POST TOWN, please print in capitals
Line 5: POSTCODE, please print in capitals, in full, are articles or substances which are branches, which details some of the
BH1 1AA and on a separate line capable of posing a risk to health, more common prohibitions and
You do not need to include a county name provided
the POST TOWN and POSTCODE are used. safety, property or the environment. restrictions. Up to date information is
Regulations prohibit the majority of available from royalmail.com/
International Address dangerous goods in the mail. We also prohibitedandrestricted or
prohibit other items for legal reasons, parcelforce.com/help-and-advice/
When sending an item internationally, the country name should be written in or where in our opinion they may be sending/prohibitions-and-
CAPITALS, in English, as the last line of the address. harmful or dangerous to our restrictions
Ideally, the destination address should contain: customers or employees. All countries If you send prohibited items or
Include an Airmail sticker
if being sent by Airmail that you post to Internationally will restricted items (and you do not
Line 1: Name of the person and/or organisation have their own prohibitions and comply with the relevant restricted
Sr. C. Fernandez you are sending the package to restrictions, so you should check requirements) we may deal with the
Av das A’Augsa Livres Line 2: Building number and street or road name specific country restrictions before goods as we see fit, including, but not
Monté Trigo Line 3: Place name sending your parcel. limited to, disposing of the parcels
Line 4: Name of province, state, department
7220 Portel and postal code (if appropriate) What are the restrictions? concerned (in whole or in part).
Failure to comply with the regulations
PORTUGAL Line 5: Name of the COUNTRY in capitals There are some items that can be
Lines should all start at the same point. could result in prosecution.
Do not centre or stagger them. carried only when specific
requirements are met. All restricted Packaging and wrapping
Please include a return address on the letter or parcel – somewhere where it items must be presented at a Post There are certain items that need to be
can’t be confused with the destination address – so it can be returned to you if Office branch so we can confirm your packed more carefully before they are
there’s a problem delivering it. For parcels, it’s helpful to include the addressee’s item meets these conditions. sent through the post. Wrapping and
telephone number to assist in delivery. If you are posting to international packaging advice, both general and
destinations there may be other item specific can be found at
N.B. Royal Mail has no liability to pay any compensation if the reason why an item could not be delivered is because
it does not contain a full and accurate address, including the postcode. For more details please refer to page 36. specific items that are not accepted by royalmail.com/wrapping
26 | Our services Our services | 27Using our services For countries subject to sanctions,
there are specific restrictions in place
The list of designated individuals
and organisations can be found at:
International sanctions on sending certain types of goods.
These are often goods that can be
royalmail.com/international-
sanctions
used for military or dual use purposes. Please note that none of the above is
If you are posting items to any intended as legal advice and is not be
Our customers send mail around the Where can I find out more information? sanctioned country you must make seen as an exhaustive description of
world every day. However, a number If you are sending mail from the United sure you are allowed to send the item the sanctions rules that may apply to
of countries and international Kingdom, the UK Government’s to that country. you, or the items you are posting.
organisations, including the United dedicated sanctions website at Individuals and organisations that are
Kingdom and the European Union, gov.uk/sanctions-embargoes-and-
impose certain restrictions, also subject to sanctions
restrictions provides useful
known as sanctions, on what you information, including links to The UK Government maintains a list of
can send to certain individuals, relevant information, published by individuals and organisations (for
organisations or countries. the United Nations (UN) and the example, banks or utility companies or
Sanctions can take many forms but European Union (EU). terrorist organisations) that are
are generally aimed at preventing subject to sanctions, recognised by the
The Government’s website includes UK (which includes sanctions
certain goods, services, finance and information on:
knowledge being supplied to originating from the EU and the UN).
particular recipients. Countries that are subject to sanctions It is generally prohibited to have dealings
Over recent years these countries have with these ‘designated’ individuals and
Rules on sanctions organisations, for example, sending
included those listed below.
It is your responsibility to check money or goods to them.
However, the list changes and you
whether the item you wish to post They are often individuals and
should check a country’s status before
breaks any sanctions rules. organisations linked to, or based in,
posting an item.
If you break the sanctions rules, we the countries mentioned above.
Afghanistan, Azerbaijan, Armenia,
can deal with your postal items in a However, they may be based anywhere
Belarus, Burma (Myanmar), China,
number of ways including disposing in the world, including the UK. You
Democratic Republic of Congo, Egypt,
of them. should seek specialist advice if you
Eritrea, Republic of Guinea (Conakry),
You may also face investigation by the Guinea-Bissau, Haiti, Iran, Iraq, Ivory wish to post items to a designated
relevant authorities. Coast, North Korea, Lebanon, Liberia, individual or organisation.
Libya, Sierra Leone, Somalia, South
Sudan, Sudan, Syria, Tunisia, Ukraine
(Crimea/Sebastopol) and Zimbabwe.
28 | Our services Our services | 29Using our services Europe
Albania Kyrgyzstan
Working out your international Andorra
Armenia
Latvia (EU)
Liechtenstein
postage prices Austria (EU) Lithuania (EU)
Azerbaijan Luxembourg (EU)
To calculate the exact cost, please refer Postal zones Azores (EU) Macedonia (Former Yugoslav Rep.of)
to the ‘Our prices’ leaflet, or visit The map below shows our Europe and Balearic Islands (EU) Madeira (EU)
royalmail.com/price-finder World zones. European destinations
Belarus Malta (EU)
Where is it going? appear in the table opposite and World
zone 2 generally covers Australasian Belgium (EU) Moldova
There are three postal zones: Europe,
destinations. The remaining countries Bosnia Herzegovina Monaco (EU)
World zone 1 and World zone 2.
fall into World zone 1. For a full list of Bulgaria (EU) Montenegro
The postage price for your item will
country destinations by zone, please Canary Islands Netherlands (EU)
be affected by the zone you are
go to
sending it to. Corsica (EU) Norway (inc Spitzbergen)
royalmail.com/world-zones or ask
Please note that the Republic of Ireland at your local Post Office® branch. Croatia (EU) Poland (EU)
is an (EU) international destination and Cyprus (EU) Portugal (EU
should be treated as such when
addressing your item and paying for Czech Republic (EU) Republic of Ireland (EU)
Key UK Europe World zone 1 World zone 2
its postage. Denmark (EU) Romania (EU)
Please note that Singapore is in World zone 2.
Estonia (EU) Russia
Faroe Islands San Marino
Finland (EU) Serbia
France (EU) Slovakia (EU)
Georgia Slovenia (EU)
Germany (EU) Spain (EU)
Gibraltar Sweden (EU)
Greece (EU) Switzerland
Greenland Tajikistan
Hungary (EU) Turkey
Iceland Turkmenistan
Italy (EU) Ukraine
Kazakhstan Uzbekistan
At the time of going to print we have provided information about mail to the EU based on the Kosovo Vatican City State
Government’s current VAT and customs rules. Depending on the outcome of the UK leaving the EU,
these rules may be subject to change. Please keep up to date at royalmail.com
30 | Our services Our services | 31Using our services General Customs information
• All mail items, including those • A sk for the adhesive plastic
Customs declaration form addressed to EU countries, may be
examined by Customs
envelope SP126 to attach the form
to your package
• Mail containing only letters, • Depending on the value of the goods,
Do you need a Customs documents or other forms of you may need one or two copies of
declaration form? correspondence do not require a Customs declarations. Please check
You DON’T need to complete a Customs declaration form at your Post Office® branch
Customs declaration form if • You must not send any item • Customs declaration forms are
you’re sending: addressed to a country in which the available from any Post Office®
• Letters, postcards and item is prohibited. Restrictions vary branch or, if you prefer, you can
documents alone from country to country. You are download them from
• Small packets and packages responsible for checking whether an royalmail.com/customs
containing goods to countries item is prohibited. See
royalmail.com/countries-a-to-z Export licences
marked ‘EU’ and listed under
Europe on page 31 • Goods up to the value of £270 – if For some goods, you need an export
you do need a Customs declaration licence from the Department for
You DO need to complete a Customs VAT requirements for businesses form, you should use the CN22 Business before you are allowed to
declaration form if you’re sending: For proof of export purposes, you form. You’ll need to fill in all the export them. To find out which goods
• Small packets and packages should provide HM Revenue and are affected, just call 0207 215 4594.
details on the Customs declaration
containing goods to countries not Customs with proof of posting (you and ensure that it is signed and For more useful information on HM
marked ‘EU’ and listed under the can get this from any Post Office® dated. The CN22 should be placed as Revenue and Customs, have a look at
Europe Zone on page 31 branch). Alternatively, a Customs close as possible to the top left hand gov.uk You can also contact the HM
• Packages containing goods to the Certificate of Posting form can corner on the front of the item and Revenue and Customs National Advice
Channel Islands (even though the be obtained by calling HM Revenue you should also write or type your Service on 0300 200 3700.
postage rates to the Channel Islands and Customs National Advice Service name and address adjacent to it
are the same as for the UK) on 0300 200 3700 or visiting
• Goods worth more than £270 – in
gov.uk These forms must
• If you are sending items to countries this case you should use the CN23
be signed and date stamped by a
outside the EU or Channel Islands by form. The CN23 form must include
member of Post Office® staff at the
the Printed Papers service, we details of postage and other fees Check if you need to fill in a
time of posting.
advise you to complete and sign a such as insurance Customs declaration form
Customs declaration form. It’s
compulsory if you are sending
books to many destinations
Parcelforce Worldwide At the time of going to print we have provided
information about mail to the EU based on the
For up to date information on the Government’s current VAT and customs rules.
documents required when sending Depending on the outcome of the UK leaving the
EU, these rules may be subject to change. Please
with Parcelforce Worldwide, please keep up to date at royalmail.com
visit parcelforce.com/customs
32 | Our services Our services | 33Using our services If something goes wrong
Service standards Complaints, claims and compensation
If an item of mail you have posted with Where compensation is excluded:
We are committed to delivering Where is it going?
Royal Mail is lost, damaged or delayed • Incorrectly addressed mail items
you a great service. That’s why We aim to deliver daily to over 99.9% and you have met the conditions of
we consistently check our of the 29 million addresses in the UK. • Where there is insufficient postage
posting, you may have a claim for
service standards. However, there are a few addresses compensation. This section covers • Where the packaging is inadequate
where we are unable to deliver due to what compensation is available and for the contents
We will:
exceptional circumstances and where how you can make a claim for lost, • Where valuables such as money*
• Measure our parcel and letter the safety of our staff may be at risk. damaged or delayed stamped and or jewellery** are sent via a service
delivery service independently, Our exceptions policy has been agreed franked items. There are different rules other than Royal Mail Special
locally and nationally with our regulator. for items sent by customers who have Delivery Guaranteed
• Publish our parcel and letter Find out more at royalmail.com/uso a Royal Mail business account. • Where the item is posted with
delivery results for each of the For more information please visit another postal operator
121 postcode areas served by Postcode changes royalmail.com/terms-and-
• In severe weather conditions
Royal Mail nationwide Our Postcode Address File (PAF) holds conditions
details of every address and postcode • Acts of terrorism or vandalism
• Respond to your enquiries and
complaints in a timely and in the UK. On rare occasions, we are Please note Royal Mail is not • Items with contents that are either
professional manner required to change postcodes. obliged to pay compensation or prohibited or restricted where the
If this becomes necessary we will write provide a postage refund where requirements for the acceptance of
• Provide the phone number
to you directly and advertise the terms of its services are not those items have not been met
and address of Customer
Services on post boxes and the change in the local press. met, nor in circumstances Please note Royal Mail may change
at Post Office® branches For more information on postcode beyond its control. compensation terms.
Find out more at changes, download the PAF Code of
royalmail.com/standards Practice from: royalmail.com/ For more information on Royal Mail’s retail compensation policy for lost items
postcode-finder and refer to the please visit: royalmail.com/retail-compensation-policy-loss
‘Need help’ section.
For more information on Royal Mail’s retail compensation policy for delay please
visit: royalmail.com/retail-compensation-policy-delay
For more information on Royal Mail’s retail compensation policy for damage and
If you’re sending money in the post, here’s how to make sure it arrives safely:
part loss please visit: royalmail.com/retail-compensation-policy-damage
If you need to send money or jewellery, you must use Special Delivery Guaranteed as this will enable you to claim
compensation in the unlikely event of loss or damage. Money should be packaged securely and should not be For more information on Royal Mail’s available compensation for lost or
visible from the outside. Do not indicate anywhere on the packaging that money is enclosed. Coins should never be
sent in envelopes – our automated sorting machinery may damage envelopes containing coins, which can lead to damaged International items posted using Stamps, Franking and VAT exempt
delay in delivery and increase the likelihood of the contents being lost. account mail please visit: royalmail.com/international-compensation
34 | Our services Our services | 35If something goes wrong If something goes wrong
Making a claim Complaints procedure (how to get in touch)
How much can you claim? To support any claim we will require
Not happy with our service? take longer to conclude, particularly
You can claim the actual cost of the both the evidence of posting and
This section relates to Royal Mail if they concern lost post.
item to you, i.e. what it cost you to evidence of the cost to you such
as receipts, invoices, PayPal® records, products and services only. If you are We aim to resolve enquiries relating
acquire, purchase or manufacture the
manufacturing costs, auctioneer’s unhappy with a product or service to UK (inland) postal services,
item (or repair in the event of damage)
valuation and repair costs in the case provided by Royal Mail, you can get in including getting our response to you,
– up to a maximum of its market value
of damage claims. touch with our Customer Services within 30 calendar days of receipt of
or up to the maximum compensation
team in a number of ways, including your initial complaint and supply of all
payable for the service, whichever is
email, letter and telephone. necessary information.
the lower of these.
Many straightforward claims will be
Our complaints handling procedure
resolved more quickly.
Royal Mail has a complaints handling
Claims relating to international postal
procedure which conforms to the
services often take in excess of three
postal industry guidelines laid down
months to resolve because
by our regulator.
international postal operators have up
You can obtain a copy of our to three months in which to respond to
How to make a claim complaints handling procedure by a request for information.
visiting our website at
Our online claim form makes claiming for loss, damaged or delayed items If your issue cannot be resolved under
royalmail.com/customer-services
easy. Visit royalmail.com/claims and complete the easy-to-use form. This our complaints handling procedure,
or by contacting our Customer
gives you the option to make multiple claims with minimal effort. You’ll also Royal Mail is a member of the ‘Postal
Services team.
find all the supporting information you need such as our loss, damage and Redress Service’ (‘POSTRS’). This is an
delay compensation policies, or to find out more about our complaint We will try to resolve your issue when independent body to which you can
handling standards. you initially contact our Customer refer a complaint relating to certain
Alternatively you can get in touch with our Customer Services Team by telephone however you’ll still need to Services team. products and services if:
send us your supporting claim evidence. However, if you are not satisfied with • Our complaints handling procedure
the response you receive, you can ask has been exhausted without your
to have your complaint escalated. issue being resolved to your
*
The Royal Mail definition of money includes:
• Coins and bank notes of any currency which are legal tender at the time of posting; • postal orders, cheques Royal Mail has an internal review panel satisfaction, or
and dividend warrants uncrossed and payable to bearer; • unused postage and revenue stamps and National which can take a fresh look at your • Your issue is not resolved within the
Insurance stamps; Exchequer bills, bills of exchange, promissory notes and credit notes; Bonds, bond coupons complaint if you remain unhappy with
and any other investment certificates; and • coupons, vouchers, tickets, tokens, cards, stamps and other time period set out in our
the outcome.
documents that can be exchanged in whole or in part for money, goods or services. complaints handling procedure
The Royal Mail definition of jewellery includes:
** Royal Mail aims to acknowledge and
If your complaint reaches a stage
• Any precious metal that has been manufactured in such a way as to add value to the raw material, including coins resolve all problems as quickly as we
used for ornament; • diamonds and precious stones; • watches – the cases of which are made wholly or mainly where access to POSTRS is an
of precious metal; • similar articles with an intrinsic value other than the value of the workmanship.
can. However, some enquiries can
36 | Our services Our services | 37appropriate option, we will provide you
with full details of the service, so that Notes
you can decide whether you wish to
refer your complaint.
For free, independent,
confidential and impartial advice on
consumer issues visit
adviceguide.org.uk or call the
Citizens Advice® consumer
helpline on 03454 040 506.
Citizens Advice® is an independent
organisation which can offer you
free advice on how to complain.
However, they cannot make a
complaint or claim on your
behalf,nor provide general advice
on specific Royal Mail products
and services.
38 | Our services Our services | 39Notes Notes 40 | Our services Our services | 41
Notes To help you
Royal Mail can arrange for alternative To obtain a free copy call Customer
formats of this booklet to be sent to Services on 03457 740 740.
you in: If you are deaf or hearing impaired, we
• Large print offer a Textphone service on
• Braille 03456 000 606.
• Audio CD Alternatively, please visit our website
royalmail.com which has been
• Audio cassette
designed with all of our customers
in mind.
Contact us
For more information on Royal Mail services visit royalmail.com
For more information on Parcelforce Worldwide services visit
parcelforce.com or call 03448 004 466
Correct at going to print on 8 February 2019
Although correct at the date this leaflet went to print (February 2019), postal fees, compensation arrangements
and other terms and conditions are subject to revision from time to time and services may be added or
withdrawn. Up-to-date information may be obtained by contacting Royal Mail Customer Services on 03457
740 740. All services referred to in this guide (with the exception of Royal Mail Special Delivery Guaranteed by
9am, Royal Mail Sameday and Consequential Loss, and all Parcelforce Worldwide services which are subject
to their own terms and conditions) are provided under Schemes made or deemed to be made by Royal Mail
Group Ltd, under section 89 of the Postal Services Act 2000, as amended by the Postal Services Act 2011. All
rights reserved. Post Office is a registered trade mark of Post Office Ltd. Royal Mail, the cruciform, Parcelforce
Worldwide, the Parcelforce Worldwide globe and all marks indicated with ® are registered trade marks of Royal
Mail Group Ltd. © Royal Mail Group Ltd 2019. All rights reserved. Royal Mail Group Ltd, registered in England
and Wales, number 4138203, registered office: 100 Victoria Embankment, London, EC4Y 0HQ.
42 | Our services Our services | 43RMOS32 Feb - v17
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