Postal Service Act 2000

Non-contract products and services

 

Please note

Due to the current coronavirus situation, we’ve made the following changes:

 

Special Delivery Guaranteed by 9am

From Monday 28 September we’ll be improving our timed guarantee for Special Delivery Guaranteed by 9am and will make the following change.

For items posted from Monday 28 September onwards we will guarantee deliveries by 11.00am* the next working day.  As a result, from that date we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 9.00am service that are delivered between 9.00am and 11.00am the next working day.  This includes items where a Saturday guarantee has been purchased.

For items posted from Tuesday 31 March 2020 up to Saturday 26 September 2020 we guarantee items to be delivered by 12.00pm* the next working day.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 9.00am service, that are delivered between 9.00am and 12.00pm the next working day during this period.  This includes items where a guarantee for a Saturday delivery has been purchased.

*existing postcode exceptions apply

 

Special Delivery Guaranteed by 1pm

From Monday 28 September we’ll be improving our timed guarantee for Special Delivery Guaranteed by 1pm and will make the following change.

For items posted from Monday 28 September 2020 onwards we will guarantee deliveries by 4.00pm* the next working day.  As a result, from that date we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service that are delivered between 1.00pm and 4.00pm the next working day.  This includes items where a Saturday guarantee has been purchased.

For items posted from Tuesday 31 March 2020 up to Saturday 26 September 2020 we guarantee items to be delivered by 9.00pm* the next working day.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service that are delivered between 1.00pm and 9.00pm the next working day during this period.  This includes items where a Saturday guarantee has been purchased.

For items posted from Thursday 19 March 2020 up to Monday 30 March 2020 a guarantee was not offered.  As a result, we will not consider a claim for delay or consequential loss as a result of delay for items posted using the Special Delivery Guaranteed by 1.00pm service during this period.  This includes items where a Saturday guarantee has been purchased.

*existing postcode exceptions apply

 

All Signature services

We’ve put in place a temporary procedure for those services where we would normally capture a recipient’s signature on delivery in the UK. For items delivered on or after Saturday 14th March 2020, our postmen and women will not request a signature but will capture the recipient’s name and will ensure they take in the item. You can still check that we have obtained confirmation of delivery and who we delivered to by tracking your parcel at www.royalmail.com/track-your-item (where you may see a special code, ‘XP1’ instead of signature).  As a result, we will not consider refunds or compensation requests for not capturing a signature for items delivered on or after Saturday 14 March 2020 and until further notice.

 

Certain Royal Mail products or services have the charges, terms and conditions detailed in documents called ‘Schemes’. These Schemes are published under the Postal Services Act 2000 and mean that it is not necessary for Royal Mail to have individual contracts with each and every customer purchasing these products or using these services.

The Schemes in the London, Edinburgh and Belfast Gazettes are the official versions and Royal Mail cannot be held responsible for any errors or omissions in the consolidated versions made available here.

These Schemes have been amended and updated a number of times since they were first published and the original Schemes and all the amendments are published in the official journals, the London, Edinburgh and Belfast Gazettes which are available from HMSO or www.gazettes-online.co.uk

The schemes that are applicable from 24 September are new schemes. The others are versions that have consolidated all of the amendments (as have been made from time to time) with the original 2001 schemes. We make them available to you to download here as PDF files.

Occasionally it is necessary for Royal Mail to make changes to our postal schemes, when doing so we seek the views of interested stakeholders regarding our proposed new postal schemes before we finalise the wording. Please visit www.royalmailgroup.com/regulation/consultations for more information on our schemes consultations.

 

Temporary change to postal arrangements on Saturdays

For six weeks from 2 May until 13 June we temporarily stopped delivering letters* on a Saturday. From May 16 until 13 June we temporarily stopped delivering Royal Mail 48 on a Saturday. Letters and Royal Mail 48 were delivered as normal from Monday to Friday during this time. We resumed the six-day-a-week delivery of letters and all parcels from 13 June. Accordingly, during the applicable temporary periods, Saturday was not considered a ‘working day’ for all letters* and Royal Mail 48.

*This temporary change did not apply to Special Delivery Guaranteed, Royal Mail Tracked and 1st and 2nd Class Signed For services. We continued delivering these services Monday through Saturday.

Click here for more information 
 

 

Return to regular retention periods in Customer Service Points

To help our customers during the early days of Covid-19, between Monday 6 April and Monday 31 August 2020, we temporarily extended the retention period to 30 calendar days, to give recipients longer to collect or have their item redelivered before returning items to the sender. From Tuesday 1 September 2020 the retention period will revert to the standard 18 calendar days (21 calendar days for Custom charges).

This applies to the following:

  • Items we’ve left a ‘Something for You’ card
  • Items that have a ‘Surcharge to Pay’
  • Items that have a ‘Customs Charge to Pay’
  • Local Collect items where the parcel is addressed to the Customer Service Point or Post Office® branch