Deliver Tracked | Royal Mail

Open the door…
…to easy returns

from over 30 million addresses nationwide with Parcel Collect

Find out more to win

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If you are sending less than 20 parcels a week the best solution for you is to buy postage online with Click & Drop or the Royal Mail App.

3 ways to build customer loyalty with returns choice

59% of online shoppers are unlikely to shop with a retailer again after a difficult returns experience.** Our easy returns options include a convenient doorstep collection, a Parcel Postbox drop off or a QR code download for customers without a printer.

  1. 1. Doorstep returns with Parcel Collect

    With more people based at home, 40% of online shoppers prefer doorsteps returns. Let shoppers use a label you enclose with their item or print one from our Tracked Returns portal and choose a collection from their home, workplace or a nominated safe place.

  2. 2. 24/7 returns via Parcel Postboxes

    36% of online shoppers want 24/7 access to a Parcel Postbox.** Let shoppers print a label from our returns portal and drop their item into one of 1,400 nationwide Parcel Postboxes at a time to suit them.

  3. 3. Label-less returns with Labels to Go

    65% of online shoppers said they would be more likely to use a retailer that offered label-less returns.** Let shoppers download a QR code and we’ll print their label when they drop their item into their local Post Office or Royal Mail Customer Service Point.

**Delivery Matters UK, 2020. Independently conducted by Trinity McQueen. †Delivery Matters COVID-19 report, May 2020. Independently conducted by Trinity McQueen.

More sustainable returns

How are we delivering?

  • We have the largest ‘feet on the street’ network of over 90,000 posties and a growing fleet of vehicles with zero tailpipe emissions.

  • Our new Parcel Collect service provides the opportunity to ‘double up’ with delivery and returns in a single, more sustainable doorstep visit.

  • Our returns network is the largest in the UK, resulting in shoppers having less distance to travel to drop off their parcels.

62% of younger shoppers think it’s important to have environmentally friendly delivery**

**Delivery Matters 2020, independently conducted by Trinity McQueen.
Triangle Management Services, 2019. UK Alternative Delivery Market Study.

Royal Mail Tracked Returns®

Want to provide more flexible returns options?

A seamless returns process is key to keeping shoppers coming back. Offer convenient ways for customers to return any unwanted purchases with the choice of a doorstep collection, Parcel Postbox drop off or a label-less return at the Post Office. Rated the most trusted returns provider by online shoppers,** we’ll provide proof of posting and a fully tracked returns journey, providing your customers with the confidence their item has arrived back safely. You can also keep tabs on your service with free Tracked Returns reporting, including an itemised summary of returns, quality of service and billing reports.

**Delivery Matters UK, 2020. Independently conducted by Trinity McQueen.

View our tracked returns video

Tracked Returns advantages

  • Parcel Collect: let customers select a convenient doorstep collection from their home, work or a nominated safe place.
  • Returns on their terms: our secure Parcel Postboxes are always open for an easy drop off option from 1,400 locations nationwide.
  • Our simple returns portal: can be customised with your brand for shoppers to print their returns label or download a QR code.
  • No printer, no problem: with Labels to Go we can print return labels at a Post Office branch or Royal Mail Customer Service Point.
  • Tracked transparency: keeps you aware of stock being returned to your warehouse, so you can relist it faster and give prompt refunds to build repeat business.
  • Select your speed: Royal Mail Tracked Returns® 24 aims to be back with the retailer the next day or choose Royal Mail Tracked Returns® 48 for a great value option with a 2-3 day aim.
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Royal Mail Tracked®

Help to improve first time delivery with more flexible delivery options…

With 74% of online shoppers saying they are more confident ordering from a retailer that offers Tracked delivery,** now is the time to meet growing demand. We'll give your customers an estimated delivery window and the option to change their delivery day or location to a nominated safe place, neighbour, local Post Office branch or Royal Mail Customer Service Point, with our new inflight delivery options.

Save time answering 'where is my parcel?' customer queries by letting customers track their item at five points along the way, via our website or the Royal Mail app. You can also keep tabs on your service with free Tracked reports including first time delivery performance and ongoing postage data.

**Delivery Matters UK, 2020. Independently conducted by Trinity McQueen.

View our tracked video

Tracked advantages

  • Estimated delivery window: and predicted day of delivery will let customers plan their day and improve first time delivery.
  • Inflight delivery options: lets customers switch to a nominated safe place or neighbour or collect from a Post Office or Royal Mail Customer Service Point.
  • New delivery options: new inflight options include switching the delivery day to help increase first time delivery success.
  • Tracked notifications: mean more self-service and less call centre enquiries, saving you valuable time.
  • Improve first time delivery: by offering shoppers the option to click & collect from a local Post Office or Royal Mail Customer Service Point.
  • Compensation: for loss or damage up to £100 means you can confidently replace the item.
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Royal Mail Special Delivery Guaranteed®

Fulfil urgent orders with a guaranteed next day delivery service…

86% of online shoppers prefer retailers who offer a variety of delivery speeds.** Special Delivery Guaranteed meets growing demand for more customer choice with next day delivery options by 9am or by 1pm, perfect for those last minute items. Boost customer confidence with parcel tracking at 7 points along the way and a signature on arrival to provide added peace of mind. Our money-back delivery guarantee is ideal for higher value items with up to £750 inclusive compensation.

**Delivery Matters UK, 2020. Independently conducted by Trinity McQueen.

Exceptions apply. We deliver throughout the UK but there are restrictions to delivery guarantees in some areas. See Appendix A: Delivery Speeds in the UK parcels services user guide for full details.

Special Delivery Guaranteed advantages

  • Next day delivery choice: Offer online shoppers more choice and rapid parcel despatch with next day delivery by 9am or by 1pm.
  • Money back guarantee: You’re covered with next day delivery backed by the promise of a money-back guarantee.
  • Tracked notifications: Customers can follow their parcels, as items are scanned 7 times en route adding the reassurance of proactive delivery updates.
  • Compensation covered: High value items are covered with up to £750 compensation included, and additional cover is available up to £2,500.
  • Saturday guarantee: Offer customers a guaranteed Saturday delivery option for an extra fee.
  • Convenient Local Collect®: If customers know they won't be home they can choose to click & collect from their nearest Post Office or Customer Service Point.

Exceptions apply. We deliver throughout the UK but there are restrictions to delivery guarantees in some areas. See Appendix A: Delivery Speeds in the UK parcels services user guide for full details.

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Royal Mail International Tracked

Open up a world of opportunity…

We can help you export to over 230 countries and territories, of which 80 are Tracked including USA, Australia and key European and Asian markets. Going further afield? We'll deliver with the local postal provider or courier partner your customers know and trust in their country and help you stay customs compliant with our simple electronic data tools available with Click & Drop®.

View our international tracked video

International Tracked advantages

  • Inside track: global networks powered by local partners, mean more first time deliveries, due to local knowledge.
  • Streamline despatch: via our dedicated Heathrow Distribution Centre. We'll also return 'undeliverables' for free.
  • Never lost in translation: emails and 'out for delivery' notifications in their local language reassure buyers that their parcel is en route.
  • Clear customs: we’ll help exporters provide compliant electronic customs data and avoid delays when using our shipping solutions such as Click & Drop®.
  • Free collection: for customers sending 1,000 or more Tracked International/UK items combined per year.
  • Tracked and trusted: full tracking to 80 key e-commerce countries with a scan at 5-14 points en route, to ensure full visibility of your items throughout our international network.**

Visit royalmail.com/international-notifications for a full list of languages available.

**Dependent on destination country scanning capability.

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Marketing Mail

With many more customers at home, mail matters more than ever…

2020 produced record-breaking results for mail, with engagement at 96% and a 70% year-on-year boost in online activity, driven by mail during the first lockdown period.* Even digital-first companies like Google use marketing mail in their acquisition campaigns. It is a highly targeted and personal way to reach new customers and nurture existing ones.

*JICMAIL, Q2 2018 – Q2 2020

  • Hybrid Mail

    Remote working is the new normal.
    Hybrid Mail streamlines efficiency by allowing employees to simply upload mail direct to our secure server from home. Then it’s over to us for processing, printing and delivery direct to the customer’s door. Outsourcing is a timely, cost-effective way to work, with no additional outlay.

    Find out more here
  • Door to door

    Door drops are a flexible, cost-effective way to get leaflets, flyers and brochures into customers’ hands.
    Our specialists can help you reach the right people locally or nationally, with precise targeting by location or demographic, free of charge. And you can use door drops to get your message into over 30 million relevant addresses across the UK, without using personal data. With more people at home, door drops are the perfect way to build your brand.

    Find out more here
  • Partially Addressed Mail

    A highly targeted and responsible way to reach new customers without buying marketing lists.
    Instead of addressing the mailing to an individual, Partially Addressed Mail lets retailers or service providers target small groups of around 15 carefully selected households, without the need for personal data.

    Find out more here
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What our customers say