Help if we've left your item with a neighbour

If you’re not at home*, where possible we’ll deliver your item to your neighbour, instead of taking it back to the local Royal Mail Customer Service Point (CSP).

We class a neighbour as someone who lives near to the address on the item They may be a next-door neighbour or someone else who lives nearby.

Our post people use their own judgement about which neighbour to approach or whether to approach a neighbour at all. They’ll use their familiarity with their walk, previous experience, and signs of occupation such as a car in the drive, or an open window.

* Businesses (i.e. commercial premises, shops, office blocks, industrial units) are not part of Delivery to Neighbour. Delivery to Neighbour applies to residential customers only.

Your questions answered

We’ll leave you a card detailing which neighbour we've left your item with.

If you’ve a tracking number for your item you’ll also be able to see the information by tracking your item here.

If your item was sent using Royal Mail Tracked and you provided the sender with an email address or number you may also receive an SMS and/or email notification.

Items sent using the services listed below will be not be delivered to a neighbour if you’re not in. Instead we’ll leave you a Something for you card and return the item to the Customer Service Point.

  • Royal Mail Special Delivery Guaranteed® items
  • Items from overseas which require a signature
  • Items sent using our ID verification service which must be delivered to the named individual
  • Items sent using our Age verification service if you neighbour appears to be under 25 and can’t provide appropriate ID
  • Items sent using our Do Not Redirect service
  • Citations (which carry the appropriate instruction on the envelope) sent from the Scottish Courts via Royal Mail Signed For®

Nominate a neighbour was removed as an option on 10 August 2020.

If you completed a nominate a neighbour form at your local Delivery Office prior to 10 August 2020 we will continue to deliver your items to your preferred neighbour where possible.

If you'd prefer not to have any of your items delivered to a neighbour you can opt-out by displaying a sticker at your address.

Before you request an Opt-out sticker please read the following:

  • I understand that by opting out of Royal Mail’s Delivery to Neighbour, any mail items which cannot be delivered to my address because I am not at home, will be returned to my local Royal Mail Delivery Office, for me to collect or to arrange a Redelivery.
  • I understand that by opting out of Delivery to Neighbour, I am opting out of taking receipt of my neighbours’ items also.
  • I am aware that opting out of Delivery to Neighbour applies to items delivered by Royal Mail only.
  • I understand that it is my responsibility to display the sticker at all times. If the sticker is not made easily visible at my address, items may be delivered to a neighbour if I am not at home or I may be asked to take receipt of my neighbours’ item(s).
  • I understand that if at any time I change my mind and decide not to opt-out, then I need only to remove the sticker.
  • I confirm that the sticker will be displayed at my address so that it is easily visible to the Royal Mail post person.

Request an Opt-Out Sticker

After we’ve received your details we’ll send you a sticker for you to display on or near your letterbox. You should receive the sticker within four working days of completing the form.

Once the opt-out sticker is on display we won’t deliver your mail to a neighbour or ask you to accept your neighbours mail.

You can order additional or replacement stickers via the online form.

If you’d like your items left with your neighbour when you’re not at home, but don’t want to take mail we haven’t been able to deliver to them, just let the post person know at the time.

If any items are delivered to a neighbour and are then lost or damaged, you will still be able to make a compensation claim in the normal way. All claims will be investigated and assessed under the normal processes and in line with the terms and conditions of the service used.

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