Terms changes

Want to keep up-to-date with Royal Mail daily collection and delivery services? Simply visit royalmail.com/serviceupdates, where you can also sign up to receive email alerts about service-affecting issues in your area.

Listed on this page are:

  • Changes to our terms & conditions, with the most recent changes at the top, and
  • Reminders of our product procedures

Click on each section and read the full details.

 

International Services

Preparing your international items

Items containing goods must display an S10 barcode and CN22/CN23 customs form where appropriate. If completing the customs form by hand, we recommend you use block capitals, so it can be read by our machines as some countries are applying penalties, delaying or returning items in the absence of the required information. Further information can be found at royalmail.com/customs
 

Parcels

Changes to Surcharges for parcels customers

From 2 January 2020, we will introduce clearer Surcharge rates and standard rework fees across our network that we may start to apply for incorrectly presented items and documentation. For more information go to royalmail.com/surcharges

 

General

We’re changing the definition of ‘valuables’ in our General Terms & Conditions

From 2 January 2020, what we define as ‘Valuables’ in our General Terms & Conditions is changing.

Contents defined as valuable can only be sent using our Special Delivery Guaranteed products.

Please ensure you check the updated list as it remains the senders responsibility to ensure the correct products are used.

To view our General Terms & Conditions in full, click herepdf, 571.59 KB

Parcels

Autobilling is now the new default for all Mailmark customers

Autobilling will be the default billing setting for all new Mailmark participants and Mailmark supply chains. Autobilling relaunched in November 2018 and many customers have been successfully set up to use this now. With Autobilling, customers only need to fill in the eManifest – there is no need to complete a Sales Order for each Mailmark posting.

Now you have a choice of where to print the Account Barcode

Customers now have more choice of where they print the barcode for items they send using the UNA, UNB, UNC, UNG and UNH product. You can print the barcode on the top right of the envelope or on the mail piece itself so that it appears in the window.

We are ceasing to sell the OCR product variant

As part of our ongoing commitment to providing a high quality of service at a low cost, the retail Optical Character Recognition (OCR) product variant for retail unsorted and sorted products will be withdrawn from 1 October 2019. Customers who currently have the OCR product codes on their account will be able to continue to use them. This change will increase the use of barcode products to support efficient processing of mail and automated billing.

Discontinuation of the orange flash label (P6041)

We’re discontinuing the orange flash label (P6041) and removing the need for customers to apply it when using Royal Mail Signed For as an add-on to Royal Mail 24 and 48. This should help to save valuable time in parcel preparation. We are removing the need to use the orange label from our Terms & Conditions on 30 September 2019.

Important information about providing pre-advice

Timely provision of accurate pre-advice is needed to avoid you and your customers receiving a poor experience. As a reminder, when using a product that needs a pre-advice submission, it must list each item in the posting, its weight, if it requires a signature, SMS or email notification requests and other relevant delivery instructions, as well as any information which we may reasonably request from you. We need your pre-advice before your last shipment’s collection. If we receive items with no, inaccurate or late pre-advice, we may (at our discretion) either accept them or, return them to you. In either instance we may also recover from you the relevant surcharge and, or postage.

International services

We have increased the destinations for International Tracked service

We have added Czech Republic and Taiwan to our International Tracked service (no signature required). Customers can now choose between an International Tracked or a Tracked with Signature option. This service is available on our Shipping Solutions.

We have increased the weight to some destinations on International Tracked service

We have increased the weight to 5 kgs on our International Tracked service to Austria, Israel, Taiwan and Thailand and on our Royal Mail Tracked and Signed service to Thailand. This is available on our Shipping Solutions.

Australia have added a fourth gateway

As a result of Brisbane being added as an additional entry point into Australia, we will be updating our Max Sort and Print Direct sortation list. This will be available to use in October. Please ensure you consult our latest sortation list and sort as indicated to avoid any unnecessary delays.

International e-commerce customers can offer our Tracked Returns Service

By the end of the year, our UK e-commerce customers will have the opportunity to provide their consumers / buyers with an International Tracked Returns service from Belgium, France, Germany, Italy, Spain and USA.

Automated international delivery notifications

Automated international delivery notifications are now available for you to use. For more details please consult our website here.

Letters

STL/BPL Letter and Large Letter changes

In 2017 we introduced a new billing platform to automate billing. If you’re still using product codes STL and BPL on your Online Business Accounting (OBA) Sales Order for Letters and Large Letters you should now use barcoded envelopes and the new account product codes UNA/UNB and UNG/UNH respectively. From 1 April 2020, the STL and BPL product codes should cease to be used via OBA Sales Orders. STL/BPL will continue to be available for use via shipping solutions. For more information please click here.

General

Check latest changes to restricted and prohibited items

To manage criminal liability risk as a result of the changes that are due to the Offensive Weapons Act 2019 (“Act”), there will be a number of changes to our restricted and prohibited contents. These changes will coincide with the enactment of the relevant provisions of the Offensive Weapons Act 2019 relating to the delivery of bladed items.  Once enacted, the bladed items will be prohibited from our network unless they are sent via our Age Verification service, where the item will on delivery only be handed over to a person over the age of 18 years old.

Please note this date has changed from the previously communicated 1 October 2019, and 1 November 2019. This prohibition on the sending of “bladed items” applies to all account customers in respect of all Royal Mail services, including account customers using our VAT exempt First Class, Second Class, Royal Mail Signed For 1st Class, and Royal Mail Signed For 2nd Class services purchased using a credit or prepaid account via an Online Business Account or shipping solution. Please continue to check www.royalmail.com/restricted for the latest information. It remains the sender’s responsibility to ensure contents are compliant.

Parcels

Complete all pre-advice fields for Royal Mail Tracked and Special Delivery Guaranteed services

When sent via a Royal Mail approved shipping solution Tracked and Special Delivery Guaranteed services have access to SMS/email notifications to keep recipients informed of the delivery of their item. To access these notifications, sending customers should ensure that all data fields – such as email address and customer mobile number – are completed fully in the pre-advice.

Letters

MarketReach service simplified

We’re streamlining the number of product codes available to customers with a Business Mail Advanced Account. We’re removing CLA, CLB, CLP and CLQ and replacing these with UNI, UNJ, UNK and UNL from 1 July 2019.

General

Restricted and prohibited items – a reminder

In 2018, we introduced changes to some of our Restricted and Prohibited items. Restricted materials can only be posted within the UK using certain Royal Mail services. For International items, senders should refer to the International Specific Terms and Conditions. Customers should check the items that they send meet the restrictions for Restricted and Prohibited items at royalmail.com/restricted.

Letters

  • For franking customers, the Business Mail Advanced service will only be available via a franking machine with Royal Mail Mailmark® technology

International services

  • Requirement to provide electronic Customs Data for items sent overseas from the UK
  • We have expanded the number of countries where International Tracked with Signature services are available
  • We are making changes to our International Delivery Aims

General services

  • We are standardising interest on late payments
  • We are making some changes to the packaging for our Account Barcode Unsorted products

Letters

For franking customers, the Business Mail Advanced service will only be available via a franking machine with Royal Mail Mailmark® technology

From 1 April 2019, the Business Mail Advanced 1st and 2nd Class Letter service will only be available through a franking machine with Royal Mail Mailmark® technology. This means you will no longer be able to access the service through a Smart franking machine.

If you are already franking your Business Mail Advanced mail through a Royal Mail Mailmark® franking machine you can simply continue to access the Business Mail Advanced service through your machine.

There is no need for you to submit an online business account sales order with the new service.

Please remind your colleagues that they no longer need to create CLC/CLD sales orders for this service.

Further details can be found in our product user guides at www.royalmailtechnical.com

Please contact your franking machine supplier for information on franking machines with Royal Mail Mailmark® technology.

These changes take effect from 1 April 2019.

International services

Requirement to provide electronic Customs Data for items sent overseas from the UK

As previously notified since August 2017, you are now required to provide customs data electronically when sending items (excluding items of correspondence) to destinations that are not in the same customs union as the UK.

This requirement came into force on 1 January 2019 and is reflected in our user guides.

This customs data is like the information already required for the CN22 and CN23 customs declarations forms. Please remember that the Universal Postal Union (UPU) requests that these forms are completed accurately and in full to facilitate a rapid customs clearance.

Please be assured that in the event you have not been able to make these changes, you will not be prevented from posting with us and we will continue to work with you to help you meet the requirements. We want to help minimise the risk of items being negatively impacted when they arrive in the destination country.

If you need more help or information please visit www.royalmail.com/international-data, contact your Royal Mail Account Manager or, if you haven’t got a dedicated Account Manager, send a message to us at internationalservice@royalmail.com. If your query relates to shipping platform specifications in particular, contact shippingsupport@royalmail.com so we can work through the options to get you on board with these changes.

A reminder below of information that was already requested before January 1 2019:

1. A fully completed Customs declaration form CN22 or CN23 for items sent outside of the EU, including:

  • Sender details: name, address, and, if available, a telephone number
  • Recipient details: name, address, destination country and, if available, a telephone number and email address
  • Item details in the form of an accurate and concise description of individual goods, quantity and measurements used, weight and value. It is important that each item is shown as a separate line entry Harmonised System (HS) Trade Tariff code in the form of the World Customs Organization Harmonised System tariff code. Royal Mail provides an HS code categorisation service for all your items, please contact your Account Manager or contact us at internationalservice@royalmail.com
  • Country of origin of contents, which refers to where the goods were produced or assembled
  • Cost of postage paid and – separately specified – other charges such as insurance costs.

2. A Universal Postal Union (UPU) compliant S10 barcode (so the electronic Customs Data can be linked to the exported goods)

3. For tracked export goods, in addition, a 2D tracking barcode

What’s new as of 1 January 2019?

The requirement to provide customs data by attaching a physical Customs declaration form CN22 or CN23 to items (excluding items of correspondence) sent to destinations that are not in the same customs union as the UK, is nothing new. The key change required now is to provide the customs data to us electronically.

Electronic Customs Data is required to ensure that existing, emerging and future legislative, security and customs requirements in overseas destinations are met. Some countries are applying penalties, delaying or returning items in the absence of the required data and we want to help you avoid these issues. For example, China have informed Universal Postal Union (UPU) members that from 30 November 2018, inbound mail items lacking electronic customs data will be delayed by Chinese Customs, whilst the information is sought from recipients. Items may be returned to the sender if this data cannot be obtained.

Brazilian and Russian customs are prioritising postal items with electronic Customs Data: Brazilian customs have said that they may charge recipients additional costs in the absence of electronic Customs Data, whereas Russia has said that items without electronic Customs Data may be returned. Additionally, the United States has passed legislation that will mandate inbound shipments to the USA be accompanied by electronic Customs Data, from the end of 2018.

There are however also real commercial benefits to providing complete and accurate electronic Customs Data. Our experience has shown that customers are receiving fewer complaints, less delays in customs, resulting in faster and more successful deliveries. Dependent on the future trading relationship with the EU, the requirement to provide pre-advice data for items bound for the EU is likely to become mandatory in 2021. We recommend you take steps now to comply.

Information for Franking customers

Royal Mail Account terms and conditions that took effect on 1 January 2019, included a provision for customs data to be supplied electronically. Franking customers will initially be excluded from this requirement when paying via franking machine for international items (excluding general correspondence). In future it will become a requirement for these items to include data and we will offer support to help you provide this before this applies.

For clarity, you already need to add an S10 barcode to any item that carries anything other than general correspondence along with a physical CN22 or CN23 Customs form. This applies to destinations that are not in the same customs union as the UK.

We understand it can be difficult for franking customers to comply with the S10 requirement at present and we are developing plans to make this easier for you.

We have expanded the number of countries where International Tracked with Signature services are available

China and Jordan move from being International Signed destinations to International Tracked & Signed.

This means our customers now have a fully tracked service available to these countries.

These changes take effect from 25 March 2019.

We are making changes to our International Delivery Aims

We have reviewed our delivery data in relation to arrival of items sent overseas.

To more closely reflect the international delivery times being achieved by overseas postal authorities we are refreshing our delivery aims as set out in the table below.

These refreshed delivery aims will be reflected in our updated User Guides being published on 25 March 2019.

Product & zone Current Delivery Aim Revised Delivery Aim
Western Europe*    
International Tracked 3 - 5 working days 3 - 4 working days
International Tracked & Signed 3 - 5 working days 3 - 4 working days
International Business Tracked with Signature 3 - 5 working days 3 - 4 working days
Rest of World    
International Standard 5 - 7 working days 6 - 7 working days
International Business Standard  5 - 7 working days 6 - 7 working days

 

*Applies to Ireland, France, Germany, Spain, Italy, Netherlands, Switzerland, Belgium, Sweden, Austria and Luxembourg

General services

We are standardising interest on late payments

We are changing our terms on late payments to align with Government guidelines.

If you do not make any payment on time then we reserve the right to apply any of the following (at our discretion):

  • charge the statutory rate of interest (calculated at an annual rate of 8% above the Bank of England base rate (previously it was 4%)) on the outstanding amount
  • charge a fee for each late payment event, the amount of which will be dependent on the value of the debt (in accordance with government guidelines); and
  • charge reasonable costs incurred by us in recovering the debt:

7.13 If you do not pay an invoice, we may (at our sole discretion) charge you any of the following costs:

(a) ask a debt-collection agency to collect the payment on our behalf. If we do this, you must pay us an extra amount. This will not be more than the reasonable costs we have to pay to the agency, who will add the amount to your debt on our behalf. This term applies even if this Agreement has ended; and/or

(b) any of the following amounts depending on the unpaid amount (these amounts are consistent with HMRC guidance):
-Up to £999.99
- £40
- £1,000 to £9,999.99
- £70
- £10,000 or more
- £100

These changes will take effect for Parcels and Letters Products from 1 April 2019, with the exception of Door to Door, where these changes will take effect from 1 July 2019.

We are making some changes to the packaging for our Account Barcode Unsorted products

We are introducing additional packaging options.

Items can now be posted in polymer packaging, and polywrap can also be used provided the specifications are met. Please note:

  • Jiffy bags cannot be used when sending items by the Account Barcode Unsorted Products
  • Fulfilment items cannot be sent by Account Barcode Unsorted Products.

Further details can be found in our product user guides.

To view the product guides go to www.royalmailtechnical.com

These changes take effect from 25 March 2019.

International services

  • From 1 January 2019, you will be required to provide more electronic data

General services

  • Reminder: Freepost Standard Handwritten was withdrawn on 30 March 2015
  • Correctly presenting your Account Mail (PPI) at Post Office® branches or Royal Mail service points
  • For franking customers Business Mail Advanced will only be available via Royal Mail Mailmark® franking machines
  • We are adding a new provision for you if you choose to use a Third-Party Integrator (TPI) to generate your parcel shipments
  • We are making changes to TUPE – protection against employees who transfer over to us from either our customers or our customer’s existing postal services suppliers when we start to provide the services

International services

From 1 January 2019, you will be required to provide more electronic data when sending items overseas from the UK

As previously notified since August last year, from 1 January 2019, you will be required to provide customs data electronically when sending items to destinations that are not in the same customs union as the UK (excluding items of correspondence). This customs data is like the information you already provide on the CN22 and CN23 customs declarations forms. Please remember that the Universal Postal Union (UPU) requests that these are completed accurately and in full, to facilitate a rapid clearance.

Please be assured that in the event you are not able to make these changes, you will not be prevented from posting with us and we will continue to work with you to help you be able to meet the requirements. Please contact your Royal Mail Account Manager, Shipping Support or visit the International Data website (details in the last paragraph) if you are in any way concerned about this change, so we can work through the options to get you on board with these changes.

If you are a customer using a franking machine to send items abroad please see for more detail below.

Electronic Customs Data is required to make sure that emerging and future legislative, security and customs requirements in overseas destinations are met. Some countries are considering applying penalties, delaying or returning items in the absence of the required data and we want to help you avoid these. For example, the United States have just passed legislation that will mandate inbound shipments to the USA to be accompanied by electronic customs data, from the end of 2018.

There are however also real benefits to providing complete and accurate electronic customs data as we have seen that customers are receiving fewer complaints, less delays in customs, resulting in faster and more successful deliveries as a result. Over time, you will also be able to access new delivery features, such as enhanced tracking and delivery choice. The provision of electronic data will also be important if the UK leaves the EU customs union under Brexit changes. We will be communicating soon on our Brexit preparations to ensure our networks keep flowing freely post Brexit.

The requirement to provide customs data by attaching a physical Customs declaration form CN22 (pdf, 232.35 KB) or CN23 (pdf, 227.98 KB) to items you're sending outside the EU is nothing new. What is new is that you'll now need to provide the customs data to us electronically.

Information you are already requested to provide:

- Sender details (name, address, and if available, telephone number)

- Recipient details (name, address including destination country, and if available, telephone number and email)

- Item details (it is absolutely critical to provide an accurate and concise description of goods, quantity, weight and value – with each commodity shown as a separate line entry; get help classifying your goods)

- Harmonised System (HS) Trade Tariff code (enter the World Customs Organization Harmonised System tariff code and country of origin of contents, which refers to where the goods were produced or assembled

- Provide the amount of postage paid and separately specify other charges such as insurance costs

  • A Universal Postal Union (UPU) compliant S10 barcode so the electronic customs data can be linked to the exported goods
  • For tracked export goods, in addition a 2D barcode

What’s new as of 1 January 2019

The data you are already requested to provide will now also need to be provided electronically in your pre-advice

To help you comply with these requirements, we have updated our Click & Drop and Net Despatch shipping systems, as well as our specifications for your own shipping solutions (COSS), shipping APIs and external shipping platforms.

We hope you are making good progress but if you need more help or information, visit www.royalmail.com/international-data or contact your Royal Mail Account Manager or, if your query relates to shipping platform specifications in particular, contact shippingsupport@royalmail.com

Information for Franking customers

The changes to the Account terms and conditions that take effect on 1 January 2019 ask for customs data to be provided electronically. These requirements do not currently affect international items paid for by a franking machine, as franking customers are not bound by the Account terms and conditions. However, the need to gather data is still important and we will be in touch with you in 2019 to advise how we can receive this data from you.

For clarity, the need to add a S10 barcode to any item that carries anything other than general correspondence is a requirement today along with a CN 22/23 Customs form. We understand that it can be difficult for franking customers to comply with the S10 requirement at present and we are developing plans to make this easy for you. In the meantime please be assured that there are no negative consequences for items sent without an S10.

More information will be provided to franking users in 2019.

General services

Reminder: Freepost Standard Handwritten was withdrawn on 30 March 2015

Some customers are still promoting and receiving handwritten Freepost Standard items.

This is a reminder that Freepost Standard Handwritten was withdrawn for Letters and Large Letters from 30 March 2015.

The withdrawal was communicated in the December 2014 Terms and Conditions communication.

All Freepost Standard Letter and Large Letter items should have a machine printed address, licence number, licence barcode and indicia. If you would like to provide a handwritten response for your customers please use Freepost NAME which is easier for respondents to use.

Respondents only need to write “Freepost NAME” (e.g. “Freepost MARKETREACH”) on the envelope rather than the Freepost licence number and full postal address that were previously required for Freepost Standard Handwritten.

For further details please visit: www.royalmail.com/freepostname

 

Correctly Presenting your Account Mail (PPI) at Post Office® Branches or Royal Mail Customer Service Points

To safeguard your mail and to make sure it is accepted, we respectfully remind you to personally handover Account Mail to a member of the Post Office® branch or Royal Mail team.

You must also handover relevant documentation including your confirmed Sales Order* separately as Post Offices and Royal Mail Customer Service Points will now scan all Sales Orders presented with Account Mail.

To help you present your mail correctly so we can process it quickly and efficiently please visit: www.royalmail.com/presentingmail Here you will find more information including useful ‘how to’ videos.

*Online Business Account (OBA), Sales Order, Click and Drop Sales Order or Customer Own System Solutions (COSS) Sales Order.

 

For franking Customers Business Mail Advanced will only be available via Royal Mail Mailmark® franking machines

From 1 April 2019, the Business Mail Advanced 1st and 2nd Class letter service will only be available through Royal Mail Mailmark® franking machines. This means that you will no longer be able to access the service through a Smart franking machine.

If you are already franking your Business Mail Advanced mail through a Royal Mail Mailmark® franking machine you simply continue to access the Business Mail Advanced service through your franking machine.

You do not need to take any action. As a reminder, there is no need for you to submit an online business account sales order with the new service.

Please do remind your colleagues that they no longer need to create CLC/CLD sales orders for this service.

It is easier for franking customers to access and use Business Mail Advanced via Mailmark. The presence of the Mailmark barcode on your mail pieces will ensure your mail is read quickly by our automation machines and continues onto delivery without delay.

To view the full specification in the Business Mail Advanced product guide please visit:
www.royalmailtechnical.com/User_Guide.cfm

The change takes effect from 1 April 2019.

 

We are adding a new provision for you if you choose to use a Third-Party Integrator (TPI) to generate your parcel shipments

We have included a new provision for customers who choose to use a Third-Party Integrator (TPI) to generate parcel shipments, including barcoded label generation and the provision of electronic pre-advice details.

Whilst we recommend that customers use one of our free Royal Mail Shipping Solutions, further details of which can be found at: www.royalmail.com/parcelshippingsolutions where customers choose to use a TPI, we recommend that they work with a Royal Mail approved TPI, who has agreed to meet our standards.

A list of approved TPIs can be found at: www.royalmail.com/business/services/shipping/third-party-partners

Should customers choose to work with a non-Royal Mail approved TPI, Royal Mail will not accept liability for any action, or lack of action of the TPI which impacts our ability to provide any aspect of our service to you.

This change will come into force from 1 January 2019.

We are making changes to TUPE – protection against employees who transfer over to us from either our customers or our customer’s existing postal services suppliers when we start to provide the services

We are introducing a new clause to our Terms and Conditions which confirms that we don’t expect TUPE regulations to apply at the start of our relationship with you.

We do not expect that any of your employees or, if you have an existing postal services provider, then any of their employees will transfer over to us and effectively become our employees once we start to provide the services.

In the unlikely event that TUPE does apply and in line with market standards then we will require new customers to compensate us for any costs which we incur as a result.

This change will only affect new customers and will come into force from 1 January 2019.

Parcel services

  • We will be changing some of our parcel product codes and parcel prices on 8 October 2018

International services

  • You will be required to provide more electronic information when sending parcels abroad from the UK

General services

  • We are introducing a national collection to the existing Poll Card Mailing Option
  • A reminder: change to Section 9 of our Unconfirmed Sales Order Policy affecting Online Business Account (OBA) customers

Parcel services

We will be changing some of our parcel product codes and parcel prices on 8 October 2018

We will be increasing the price of non-barcoded parcels sent using the new SU1 and SU2 product codes by 2p.

This will apply across all weight bands for the parcel format.

We will not be making any changes to the barcoded Royal Mail 24® and Royal Mail 48® services.

If you are not currently barcoding your parcels and want to find out more about how to do this please visit royalmail.com/parcel-shipping-solutions

For more information visit royalmail.com/newproductcodes

More information royalmail.com/terms-and-conditions

International services

From 1 January 2019, you will be required to provide more electronic information when sending parcels abroad from the UK

In May we updated our Terms and Conditions for posting parcels overseas. From 1 January 2019, you will be required to provide electronic pre-advice data about the sender, the recipient and the items you are posting. You will also need to apply an S10 1D barcode.

This is to ensure that legislative, security and customs requirements in the receiving countries are met. Some countries apply penalties or delay items in the absence of the required data. For example the United States is considering reserving the right to refuse items without it.

Over time, this move to electronic pre-advice will also enable you to access new delivery features, such as enhanced tracking and delivery choice, as well as a smoother customs process.

During the last year, we have been in dialogue with our customers to find an achievable date from which to make the electronic pre-advice a formal requirement.

After a consultation process and extensive discussions, and in order to provide you with sufficient time to prepare, we have set the implementation date at 1 January 2019.

To help you comply with these requirements, we have updated our shipping systems, as well as our specifications for your own shipping solutions (COSS), shipping APIs and external shipping platforms.

This is to ensure that the fields are available for you to provide the required pre-advice information as well as to produce the required S10 1D barcode.

We hope you are making good progress but if you need more help or information, visit royalmail.com/international-data

More information royalmail.com/terms-and-conditions

General services

We are introducing a national collection to the existing Poll Card Mailing Option

We are introducing a national collection to the existing Poll Card Mailing Option, so mail produced anywhere in the UK can be collected and taken to the relevant drop off point(s).

For further details and pricing about this option, please see the rate card and user guide at royalmailtechnical.com/User_Guide.cfm

Changes take effect from 1 October 2018.

More information: royalmail.com/terms-and-conditions

A reminder: change to Section 9 of our Unconfirmed Sales Order Policy affecting OBA Customers

Where an order has been raised and not confirmed, we reserve the right to either:

  • delete such sales orders without notification; or
  • acting faithfully and using our judgement, correct and/or complete certain details so we can process that sales order without further recourse to you.

Where a continuity sales order is placed and we believe it contains errors and/or omissions, we may at our sole discretion either:

  • contact you to confirm certain details and then process that continuity sales order; or
  • acting faithfully and using our judgement, correct and/or complete certain details so we can process that continuity sales order without further recourse to you.

For more information visit royalmail.com/online-business-account-oba/terms-and-conditions

Changes took effect on 23 July 2018.

More information: royalmail.com/terms-and-conditions

Parcel services

  • We are introducing new product codes for non-barcoded Royal Mail 24® and Royal Mail 48® services
  • It will not be possible to raise sales orders in OBA against the old product codes after 30 June 2018
  • We are making some changes to some of the postcode area exceptions for our Royal Mail Special Delivery and Tracked services

International services

  • You will be required to provide more electronic information when sending parcels abroad from the UK
  • We are making changes to the International Business Tracked compensation level for electrical devices from £50 to £100
  • We are making changes to our parcel weight limit for items sent by International Business Tracked with signature to certain countries

General services

  • We have made some changes to our General Terms & Conditions

Parcel services

We are introducing new product codes for non-barcoded Royal Mail 24® and Royal Mail 48® services

To more easily differentiate between the barcoded service which offers online Delivery confirmation, and the legacy service which does not support online Delivery Confirmation, we will be introducing new product codes for the non-barcoded Royal Mail 24® and Royal Mail 48® services.

You will not need to do anything if you currently use a Royal Mail Parcel Shipping Solution, such as Click & Drop, Royal Mail API Shipping, or a third party provider which produces barcoded labels and automatically generates a sales order in OBA to send your items.

If you do not use any of the above but instead create a manual sales order in OBA (Online Business Account), then you will need to use a new product code which will be automatically added to your OBA account.

The new product codes will be available to use in OBA from 30 May 2018. Ideally, you should start using them as soon as they’re available. It will not be possible to raise sales orders in OBA against the old product codes after 30 June 2018.

However, we recognise that not everyone will be able to make the change immediately so the old product codes will be available to use in OBA until 30 June 2018 – however after this date they will be removed.

The new codes are:

New code New service name Old code Old service name
SU1 RM24/48 Daily Rate No Barcode CRL Royal Mail 24/48
SU1 RM24/48 Daily Rate No Barcode RM1 Royal Mail 24 (LL) Daily Rate
SU1 RM24/48 Daily Rate No Barcode RM2 Royal Mail 24 (P) Daily Rate
SU1 RM24/48 Daily Rate No Barcode RM3 Royal Mail 48 (LL) Daily Rate
SU1 RM24/48 Daily Rate No Barcode RM4 Royal Mail 48 (P) Daily Rate
SU2 RM24/48 Flat Rate No Barcode PPF Royal Mail 24/48 (P) Flat Rate
SU2 RM24/48 Flat Rate No Barcode PK0 Royal Mail 48 (LL) Flat Rate
SU2 RM24/48 Flat Rate No Barcode PK9 Royal Mail 24 (LL) Flat Rate

 

Please speak to your Royal Mail account manager, or visit royalmail.com/newproductcodes to find out more.

The new codes will be available from 30 May 2018.

 

We are making some changes to some of the postcode area exceptions for our Royal Mail Special Delivery and Tracked services

After a review of our network we are updating the postcode area exceptions for our Tracked 24 and Tracked 48 delivery aims.

The revised exceptions can be found in the Parcel User Guide.

We’re also updating the postcode area exceptions for Royal Mail Special Delivery Guaranteed 9am and 1pm including Saturday deliveries for Guernsey, Jersey and Isle of Man.

Special Delivery is delivered to these destinations by the relevant postal authorities for each of the islands. The update is to reflect their current network’s ability.

The revised exceptions can be found in the Royal Mail Parcels User Guide (pdf, 1.63 MB)

International services

You will be required to provide more electronic information when sending parcels abroad from the UK

As we have mentioned in previous communications, if you are posting parcels overseas, you will soon be required to provide electronic pre-advice data about the sender, the recipient and the items that you are posting. You will also need to apply an S10 1D barcode.

This is to ensure that legislative, security and customs requirements in the receiving countries are met. Some countries apply penalties or cause delays in the absence of the required data. The United States for example is considering reserving the right to refuse items without it.

Over time, this move to electronic pre-advice will also enable you to benefit from new delivery features, such as enhanced tracking and delivery choice, as well as a smoother customs process.

Over the last year, we have been in dialogue with our customers to find an achievable date from which to make the electronic pre-advice a formal requirement.

After a consultation process and extensive discussions, and in order to provide you with sufficient time to prepare, we have set the implementation date at 1 January 2019.

To help you comply with these requirements, we are updating our shipping systems, as well as our specifications for your own shipping solutions (COSS), shipping APIs and external shipping platforms, to ensure that the fields are available for you on time to provide the required pre-advice information as well as to produce the required S10 1D barcode.

For more information, additional resources, regular updates and time lines visit
royalmail.com/international-data

We are making changes to the International Business Tracked compensation level for electrical devices from £50 to £100

This affects:

  • Mobile phones
  • Digital cameras
  • DVD players
  • MP3 players
  • Laptops

We will be removing the compensation cap of £50 for electrical devices and applying our standard levels of compensation in the event of loss or damage.

This applies to our International Business Tracked service which includes the ‘with signature’ option.

This means all ‘goods’ items will carry the same level of compensation.

In addition, you will be able purchase additional compensation cover up to £300 for these types of items.

Our International Business Parcels User Guide (pdf, 3.51 MB) has been updated to reflect this change and is available to download.

royalmail.com/internationalbusinessparcels

Changes take effect from: immediately

We are making changes to our parcel weight limit for items sent by International Business Tracked with signature to certain countries

We are increasing the weight limit for non-printed material so you can now post parcels with any content up to 5kgs via our International Business Tracked with signature service.

This change is applicable to the following countries:

  • Austria, Bulgaria, Czech Republic
  • Germany, Greece, Hungary
  • Luxembourg, Poland, Portugal
  • Romania, Slovakia and Slovenia

For all other destinations and international services the restriction for items containing printed matter weighing above 2kgs remains.

International Business Parcels User Guidepdf, 3.51 MB

royalmail.com/internationalbusinessparcels

Effective from: immediately

General services

We have made some changes to our General Terms & Conditions

We have removed the mutual indemnity provided to and from ourselves and you for a breach of Data Protection Legislation.

We believe that this change is appropriate in the context of the application of the General Data Protection Regulation as from 25 May 2018.

There is still a mutual obligation on both parties to adhere to all Data Protection Legislation.

Further details relating to our data protection obligations can be found in Clause 8 of our General Terms & Conditions at royalmail.com/terms-and-conditions

Effective from: immediately

Door to Door Terms and Conditions 2018

A guide to the key amendments

Whilst not making substantive changes to the terms currently in place for the Door to Door service, we have updated the standard Door to Door Terms and Conditions to make them more user-friendly for the benefit of our customers. The main changes can be summarised as providing clarity in relation to the following areas:

  • confirmation that each agreement will last for a maximum of 13 weeks from the date of the first delivery
  • provisions explaining that customers are responsible for selecting the correct item category code and confirming the action that Royal Mail may take should the wrong code be selected
  • provisions clarifying the requirement to provide samples of the items that customers wish to deliver
  • clarifying what we consider to be an “acceptable item” for the purposes of the Door to Door service, including provisions regarding the use and visibility of postal addresses, "Business Reply" and "Freepost" addresses on items
  • clarifying provisions relating to the delivery of heavyweight items – those over 250g in weight – and their relationship with our non-competing item policy
  • clarifying our right to refuse to accept or deliver items, change the delivery schedule, charge cancellation fees and terminate all or part of the agreement if an item does not conform with the requirements set out in the Door to Door Terms and Conditions
  • clarifying provisions relating to the delivery of items in postcode sectors where some delivery walks cross through more than one postcode sector
  • explaining how we determine postcode sectors for the purposes of a Door to Door distribution
  • clarifying the rules regarding a “New User” for the purposes of the Door to Door service
  • clarifying the use of our branding including guidelines and examples of acceptable use
  • clarifying how we will use Door to Door information for the purposes of improving advertiser insight into the use of door drops

The new Door to Door Terms and Conditions will come into effect on 1 May 2018.

Door to Door terms and conditionspdf, 386.54 KB - effective 1 May 2018

Letter services

  • We are simplifying collection of underpayments for customers using franking machines with Royal Mail Mailmark® technology
  • Surcharges for Franking Business Mail Advanced

Parcel services

  • Delivery Confirmation for Royal Mail 24® and Royal Mail 48® Large Letter format
  • Estimated Delivery Window

International services

  • We will require more electronic information when you are sending parcels abroad from the UK
  • We will be changing our bag labels for our International Business and International on Account services

General services

  • We are introducing a new mail piece specification for posting polling cards
  • We are making some changes to our General Terms and Conditions
  • As a reminder, we have changed the way account (PPI) mail is presented at Post Office® branches
     

Letter services

We are simplifying collection of underpayments for customers using franking machines with Royal Mail Mailmark® technology

If you have a franking machine that uses Mailmark technology, and you make a mistake when franking your mail, we have simplified the way the underpayment amount will be collected.

The underpayment amount plus a reduced surcharge fee will now be automatically collected by your franking machine manufacturer. Full information will now be shown on your invoice.

This new simplified collection process means we have been able to reduce the admin fee. For Mailmark franking customers, the admin fee on both domestic and international charges has been reduced to a flat fee of 15p per item.

This change is only going live to a limited number of Mailmark franking customers initially (for all other Mailmark franking and franking customers the administration fee remains the same). Full rollout will follow a gradual phased approach, with most Mailmark franking machines migrated to this process over the 18/19 financial year.

More information about this change will be available soon on royalmail.com/franking

Rollout for some Mailmark franking customers from 19 March 2018

More information royalmailtechnical.com

 
Surcharges for Franking Business Mail Advanced

Franking Business Mail Advanced postings made without the Mailmark barcode will be charged a monthly fee of £25.00.

The charge will apply if you are using either the CLC or CLD product codes via Royal Mail’s Online Business Account Sales Orders.

It is easier for franking customers to access and use Business Mail Advanced via Mailmark.

The presence of the Mailmark barcode on your mail pieces will ensure your mail is read quickly by our automation machines and continues onto delivery without delay.

To view the full specification in the Business Mail Advanced product guide please visit royalmailtechnical.com/User_Guide.cfm

Changes take effect from 3 April 2018
 

Parcel services

Delivery Confirmation for Royal Mail 24 and Royal Mail 48 Large Letter format

We have recently enabled Delivery Confirmation on Large Letter format for customers who use Royal Mail 24® and Royal Mail 48® posted through all parcel shipping systems except DMO.

Customers currently accessing Royal Mail 24® and Royal Mail 48® through DMO can benefit from Delivery Confirmation on Large Letters by switching to Click & Drop.

Customers who are not yet producing barcoded labels should switch to Click & Drop where they can benefit from Delivery Confirmation on the Large Letters and parcels they send.

To learn more about Click & Drop and to switch please visit royalmail.com/click

 
Estimated Delivery Window

We are introducing a new feature for our Royal Mail Tracked 24® and Royal Mail Tracked 48® products. Customers using this feature will be provided with an estimated four hour delivery window where available.
 

International services

We will require more electronic information when you are sending parcels abroad from the UK

Stay ahead of the customs curve with our new electronic pre-advice.

Over time, if you are posting parcels overseas, you will be required to provide a little more information about the sender, the receiver and the items that you are posting.

This is to ensure that additional security and legislative requirements in the receiving countries are met.

It will also help us provide enhanced tracking and notification services when you are posting items from the UK overseas in the future.

To help you comply with these new requirements, we have updated our shipping system Click & Drop®, as well as our specifications for APIs and external platforms, to ensure that the fields are available for you to provide the required information.

If you are using Despatch Manager Online (DMO), we recommend you migrate to Click & Drop® as this system is much easier to use and is already 'Customs-ready'. For more information on how to switch, please contact your Account Manager, call 0345 266 6615 or visit royalmail.com/registernow

We will also provide information and resources on our dedicated website.

Our International bag labels will be changing to improve the processing of your mail and parcels

The functionality of these new labels remains the same however the design has been changed.

You can continue to use your existing stocks of bag labels and when you next re-order you will receive the new designs.

The services affected by this change are:

  • International Business Mail
  • International Business Parcels
  • International Standard On Account
  • International Economy On Account
  • International tracking and signature services on Account

Please note: Max Sort and Print Direct bag labels are not affected by this change.

Changes take effect from 1 April 2018

Our New Bag Label Designs (pdf, 370.02 KB)

For more information please see our user guides:

General services

We are introducing a new mail piece specification for posting Polling Cards

We are introducing a new mail piece specification for posting Polling Cards to be used via Royal Mail Mailmark®. At the same time we are reducing the price of the existing Poll Card Mailing Option to 23.029p for mail taken to the designated drop off point or 23.329p for items collected by Royal Mail.

Polling Cards can continue to be posted by Business Mail, OCR, CBC, Advanced, STL variants or the Account Business Mail product until 31 May 2018.

For further details on the Poll Card Mailing Option and the new mail piece specification for posting polling cards via Mailmark please see the Poll Card Mailing Option User Guide or Mailmark Machine Readable Letters and Large Letters User Guide.

Visit royalmailtechnical.com/User_Guide.cfm

These changes take effect from 26 March 2018

 
Early Notice of further Polling Card changes

From June Polling Cards can only be posted through either Business Mail using the Mailmark product with the new mail piece specification or through the Poll Card Mailing Option.

Polling Cards will not be able to be posted by Business Mail, OCR, CBC, Advanced, STL variants or the Account Business Mail product variants.

For further details on the new mail piece specification for posting Polling Cards via Mailmark and the Polling Cards Mailing Option please see the Mailmark Machine Readable Letters and Large Letters User Guide. Please visit royalmailtechnical.com/User_Guide.cfm

Changes take effect from 1 June 2018

 
We are making some changes to our General Terms and Conditions to make it easier for you

These changes are summarised below:

  • We have introduced the right to recover costs which we incur as a result of providing you with additional resources which you ask us to provide but which you do not ultimately use
  • We have strengthened our mutual rights to terminate the agreement in the event that either party is likely to become bankrupt, unable to pay its debts etc.
  • We have updated our Terms and Conditions to make clear that Royal Mail consumables which are provided free of charge must only be used in relation to Royal Mail products
  • We have made certain minor amendments to provide clarity

For full details and our General Terms and Conditions please visit royalmail.com/terms-and-conditions

As a reminder, we have changed the way Account Mail (PPI) is presented at Post Office® branches

The way you present your Account Mail (PPI) items at Post Office® branches and Royal Mail acceptance points has changed.

For the safety and security of your mail, we ask that you personally handover your mail to a member of the Post Office® branch or Royal Mail team. Separately, you must also handover the relevant documentation.

Documentation should include your Online Business Account (OBA) Sales Order and other relevant documentation.

For further information on presenting your mail, please visit royalmail.com/presentingmail
 

Letter services

International services

General services

 

Letter services

The fee for incorrect licences for our Business Mail Advanced on Account and Response Service products has changed from £25.00 per licence per month to 31p per item

A 12 alpha character licence number and corresponding licence barcode should be present, as detailed in our user guides, on all:

  • Response Services:
  • Business Reply Standard Letters and Large Letters
  • Freepost Standard Letters and Large Letters
  • Business Reply Plus and Freepost Plus Letters

This has been a requirement since November 2013.

If the licence number and barcode are not present and correct, a fee will be charged. This fee is changing from £25.00 per licence per month to 31p per item for the products itemised above.

This change will align the fee for Business Mail Advanced with the current Bulk Surcharge fee for unsorted mail and use the existing item based Response Specification fee.

The presence of the correct 12 alpha character licence and licence barcode on your mail items will ensure your mail is read quickly by our automation machines and continue onto delivery without delay, meaning you will benefit from the lowest prices and the best service for your mail.

View the current price guide here

To view the full specification in the Business Mail Advanced product guide, please visit: royalmail.com/advanceguide

To view the full specification in Response Services product guide, please visit: royalmail.com/responseguide

Changes take effect from 2 January 2018

As a reminder, when you are using our Mailmark option you need to give us a timely and accurate e-manifest which details each mailing

We are changing our approach to unmanifested Mailmark items.

As a reminder, customers using our Mailmark option need to give us a timely and accurate e-manifest, which details each mailing.

This is vital for the Mailmark system to work properly and provide full reporting benefits.

A Mailmark mail piece is unmanifested if it is tracked in Royal Mail’s automation but no corresponding item level entry in an eManifest is received within 5 working days of the track event.

From 1 January 2018, we will follow a new remedial process that we hope will encourage those responsible for creating and submitting an eManifest to design their processes to minimise the volume of unmanifested mail.

There will be a tolerance of up to 499 unmanifested items per Supply Chain ID per day.

When we see 500-6,000 items we will charge a flat fee of £25.40.

When we see more than 6,000 items we will charge 0.45p per item for Letters and 0.71p per item for Large Letters.

Effective from 2 January 2018

More information: royalmailtechnical.com

International services

We will require more electronic information when you are sending parcels abroad from the UK

Stay ahead of the customs curve with our new electronic pre-advice.

Over time, if you are posting parcels overseas, you will be required to provide a little more information about the sender, the receiver and the items that you are posting.

This is to ensure that additional security and legislative requirements in the receiving countries are met.

It will also help us provide enhanced tracking and notification services when you are posting items from the UK overseas in the future.

We’re helping you meet these requirements by updating our shipping systems and Customer Own Shipping Solutions (COSS) specifications to collect and share this data.

We have been consulting with customers on making some or all of this data mandatory in order to enable access to additional product features and to avoid potential Customs delays and penalties.

Through the consultation we have identified some of the issues facing customers in the provision of this data.

For that reason we have decided to put in place resources and support to help customers provide this data as soon as possible.

More information: royalmail.com/international-data

We will be making two changes to our Max Sort service requirements

There will be two changes to the Max Sort service requirements from 1 January 2018. They are:

  1. Changes to the minimum mandatory sortation requirements
  2. Introduction of a ‘Goods’ classification for certain types of items.

1. Changes to the minimum mandatory sortation requirements from 1 January 2018

The Max Sort service requires customers to pre-sort, bag and label mail by format to destinations around the world. The minimum existing sorting options are as follows:

Group 1 Group 2 Group 3
Presented separately:
 
Letters
 
Large Letters
 
Parcels
Mixed together and in same mail bag:
 
Letters

Large Letters

Presented separately:
 
Parcels

Mixed together and in same mail bag:

Letters
 
Large Letters
 
Parcels

 

From 1 January 2018, some countries will change their sorting requirements so will move groups. The following table shows the countries that are changing groups:

Country Existing Sorting Group Sorting group from 1 January 2018
Falkland Islands 3 1
Brazil 3 2
Chile 3 2
China 3 2
Estonia 3 2
Latvia 3 2
Lithuania 3 2
Malaysia 3 2
Mexico 3 2
Russian Federation 3 2
Saudi Arabia 3 2
South Africa 3 2
Taiwan 3 2
Thailand 3 2
Turkey 3 2
United Arab Emirates 3 2

 

2. Introduction of a ‘Goods’ classification for certain types of items from 1 January 2018

The Universal Postal Union (UPU), which sets the rules and regulations for the exchange of cross-border mail and parcels between designated Postal Operators, is introducing a ‘Goods’ classification for certain countries mainly outside of Europe.

This means that for some items which you currently send as a Letter or Large Letter, you must now send these as the Parcel format, regardless of the item’s size and weight.

  • An item will be classed as ‘Goods’ if it is an item consisting of any tangible and movable object other than money, including objects of merchandise. Examples being: clothes, computer or tablet, electrical equipment, event tickets, footwear, mobile phone accessories.
  • CDs storing commercial music or software, and DVDs storing commercial movies or software, will be also classed as ‘Goods’ as will magazines with items such as CD/DVDs or samples enclosed with the publication.
  • Items such as books, magazines and personal data on CD or DVD i.e. personal photos or home videos can still be sent as either a Letter or a Large Letter format.

The countries affected by this change are:

Australia, Canada, Chile, China, Falkland Islands, Hong Kong, Israel, Japan, Malaysia, Mexico, New Zealand, Russia, Singapore, South Korea, Taiwan, Thailand, Turkey, United States.

Further details can be found in our service user guides:

International Business Mail (pdf, 1.34 MB)
and
International Business Parcels (pdf, 3.51 MB)

 
Expansion of our Tracked destinations from 22 January 2018

We are launching a new Tracked only service to Japan and Thailand. Currently we offer a Tracked with signature service to give customers a choice.

We are also moving the following countries from being Signed destinations to Tracked with signature destinations: Albania, Cameroon, Kazakhstan, Saudi Arabia, Taiwan and Vanuatu.

The following services will be affected by this change:

  • International Business Parcels Tracked
  • International Tracked on Account
  • International Tracked & Signed on Account

Changes take effect from 22 January 2018 for those using their Customer Own Shipping Solution (COSS) or a 3rd party's system.

Click & Drop will be updated on 29 January and we will not be updating Despatch Manager Online (DMO) as we no longer support this system.

Download our updated International Business Parcels user guide. (pdf, 3.51 MB)

General services

We have consolidated and streamlined our Terms and Conditions documents to remove duplication and to make them clearer for you to understand

New customers will be able to sign up more quickly to our products and services, and existing customers will benefit from the streamlined terms that are easier to read and navigate. These terms will apply to new and existing customers from 1 January 2018.

The main changes are:

  • General Terms & Conditions now incorporates Account Terms and PPI Licence documents.
  • Specific Terms for:
      o   (i) Parcels,
      o   (ii) International Business, and
      o   (iii) Marketing, Publishing & General Correspondence have been refreshed to remove unclear, duplicated or unnecessary content (more appropriate for the User Guide).

Our Parcels User Guide, Marketing User Guides and International User Guide have also been updated to reflect the above.

Updated Terms and Conditions documents:

During 2018 we will be offering a range of alternative shipping solutions to Despatch Manager Online (DMO) users before withdrawing our support for DMO

Support for DMO will be withdrawn during 2018.

All existing DMO users will be contacted in advance to support the required switch to an alternative Royal Mail shipping solution as soon as possible.

Our latest solution, Click & Drop, is the favoured alternative for most customers and we have a range of APIs and direct integrations.

Click & Drop provides all the features of DMO, plus a range of additional features and benefits to help your business.

It’s built on the latest technology, dealing with browser upgrades and is constantly improving.

We recommend switching now to start enjoying the benefits of Click & Drop straight away.

Simply visit royalmail.com/click, where you can view videos and other support information to help get you started.