Royal Mail

Photo-on-delivery provides extra reassurance for you and your customers that items have arrived safely.

How can you offer it? If you don’t already, all you need to do is send with Royal Mail Tracked 24® and Royal Mail Tracked 48® with or without a signature, and Royal Mail Special Delivery Guaranteed®.

Interested in hearing more about photo-on-delivery?

Fill in your details and we’ll give you a call.

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.

Capturing the benefits of photo-on-delivery

Improved tracking visibility reduces your ‘where is my item’ enquiries and denial of receipt claims.

Greater reassurance, whether an item’s being delivered to a customer’s home, neighbour, or a nominated Safeplace.*

Adds confidence to the buying process, delivering a better customer experience to help you boost shopper loyalty.

Offer your customers photo-on-delivery

“We’re delighted that Royal Mail has started offering photo-on-delivery; this will only serve to strengthen their trusted and reliable service.”

David James, Supply Chain Director, boohoo group

Improve your delivery experience
with Royal Mail Tracked®

74% of online shoppers are more confident ordering online if they can track their item.* Royal Mail Tracked® goes above and beyond for your customers.

Inflight delivery options let customers change their delivery date or location, including to a nominated Safeplace; an estimated delivery window from 2 hours helps increase first-time delivery success; and tracking at five points along the way adds peace of mind.

Offer Royal Mail Tracked®

Get snap-happy with Royal Mail Special Delivery Guaranteed®

Want extra peace of mind for those more valuable or important items?

Special Delivery Guaranteed offers next day delivery 7 days a week, full tracking, a signature (and now a photo!) on delivery, guaranteed delivery or your money back, and compensation cover up to £2,500.^

Offer Royal Mail Special Delivery Guaranteed®

Frequently Asked Questions

Is there an additional cost for photo on delivery?
No, there is no additional cost to access this feature. Photo evidence will come as a default feature on Tracked and Special Delivery Guaranteed products.
Where will the photos taken on delivery be visible to my customer and I?
Captured photo evidence can be accessed via the Royal Mail Track & Trace® website or Royal Mail App, by entering the tracking number for the specific item.
If the item is delivered to a neighbour, will a photo still be captured?
Royal Mail Tracked® items delivered to a neighbour will still have photo evidence captured, at the neighbour’s doorstep. Royal Mail Special Delivery Guaranteed® items require a signature from the recipient on delivery. We are therefore unable to deliver a Special Delivery Guaranteed item to a neighbour or nominated Safeplace.
What if my customer complains photo-on-delivery is a breach of their privacy?
Our posties have specific instructions not to capture a recipient’s face or any personally identifiable objects to comply with GDPR. A photo should be captured of the item(s) placed on the doorstep with an open doorway visible in the background (occasionally we may capture customer’s feet in the background).
What if my customer refuses to allow a photo to be taken?
Your customer can request not to have a photo taken; however, the item will then be treated as undelivered and returned to you the sender.
What if a customer collects their item from a Royal Mail Customer Service Point or Post Office?
Photo evidence will not be taken.
Is a photo captured for items that fit through a letterbox?
Yes, photo evidence will be captured of the item being pushed through the letterbox, i.e. half in the letterbox and half out.

† We’re open Monday to Friday, 9am-5pm. Calls may be recorded and monitored for training and compliance purposes.
*All Royal Mail Special Delivery Guaranteed® items require a signature from the recipient on delivery, therefore we are unable to deliver the item to neighbour or nominated Safeplace.
**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.

Royal Mail and the cruciform are registered trade marks of Royal Mail Group Limited. Royal Mail Group Limited, registered in England and Wales, number 4138203, registered office: 185 Farringdon Road, London, EC1A 1AA.

© Royal Mail Group Limited 2023. All rights reserved.