royal mail

We are the UK’s pre-eminent delivery company, delivering 1.3 billion parcels and 13 billion letters last year to over 30 million addresses 6 days a week, visiting 60 per cent of UK delivery points every day. In 2018/19 we, together with GLS*, carried over 730 million letters and parcels to 230 countries and territories.

Now, we’re transforming our network to create a parcels-led, international business that delivers letters in the UK. Our purpose is to connect customers, companies and countries.

We're investing around £1.8 billion over five years in the UK's postal service, focusing on customer service improvements, digital initiatives, network enhancements and new ways of working to deliver more productivity and efficiency. This initiative will help fund the UK’s Universal Service.

Here are just some of the ways customers will benefit from our plans:

Investing in service improvements

Royal Mail will deliver new and enhanced services over the next five years.

  • Second daily delivery for parcels We're introducing a second delivery for parcels that will expand in line with demand and be fully operational by 2023. The second delivery will consist of Next Day parcels, typically purchased online from retailers the evening before, and larger items more appropriate for van delivery. In many cases, the delivery will be less than 24 hours after the order is made. It will help businesses meet expectations of ‘night owl’ customers ordering late for next-day delivery. Smartphone shopping has increased by 33% in a year, and almost 80% of consumers value a retailer that offers late order acceptance. Customers will continue to receive a joint delivery of letters and all other parcels earlier in the day via Royal Mail's network of postmen and women.
  • Parcel postboxes We're rolling out 1,400 parcel postboxes across the UK from summer 2019 so our customers can post parcels with pre-paid postage and returns – just like they do with letters.
  • New fully-automated parcel hubs We will open three new automated parcel hubs to handle the growth in next-day parcels and larger items.
  • Home collection The growth of online retail is leading to a rise in the number of returned items. We will collect returns from customers at their home, including both consumers making returns and small marketplace sellers fulfilling sales.
  • Narrower delivery windows We will narrow our predicted delivery time windows.
  • Inflight redirections We will offer a range of in-flight redirection options where customers are not going to be at home when their parcel is scheduled to arrive.

Helping customers build a cross-border business

Technology is revolutionising the way consumers purchase goods and supply chains are no longer restricted by borders. It opens up new revenue avenues for businesses by making it easier and quicker to sell online to overseas consumers.

The combined international reach of Royal Mail and GLS can help customers build a business without borders. As part of our transformation plans, our combined network will offer:

  • International carriage for parcels weighing as much as 30kg
  • Peace of mind from Tracked and Signed services

Investing in a digital future

Our digital tools help businesses send and track items.

  • Click & Drop The quick and simple way to buy postage online
  • Pro Shipping Our tool makes it easier for retailers to scale up despatch across multiple sites
  • API Shipping Improves despatch efficiency by integrating customers' systems with ours
  • Royal Mail app Buy postage, track an item or book a redelivery - including to a neighbour or a local Post Office

For our customers, we will deliver a contemporary, flexible, convenient parcels and letters service, enabling them to harness the increase in ecommerce growth opportunities.

* Combined with GLS and Parcelforce Worldwide, excluding domestic

Royal Mail van out on deliveries

Our five-year plan

Get more information on our plans to invest in the UK's biggest delivery network

Royal Mail van out on deliveries

Business insights

Discover helpful insights into the challenges and opportunities facing UK SME retailers in today’s climate

SME customer processing an order

Account benefits

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