FAQs


Is this service available in my area?
We are currently running these services as a trial in a limited number of areas, for a set time period. Based on the success of the trial we may roll out the services to other locations. We would love to hear if you are interested in any of the services available, please click here to register your postcode and interest.

 

How much does it cost?
Our prices are subject to change but indicative prices for a 30 day subscription are outlined below.

  • AnyDay Collect: £2.95
  • ChosenDay Delivery: £4.95
  • ChosenDay Evening: £14.95
  • ChosenDay Early: £14.95
  • ChosenDay Sunday: £14.95
  • EveryDay Evening: £24.95
  • EveryDay Early: £24.95

 

What mail does the service cover?
You can either choose to cover all mail (including letters) or just non-letterbox items in your service. Non-letterbox items include letters which need to be signed for and parcels. 

 

What are the exceptions?

Unfortunately the following exceptions apply to this service:

  • ParcelForce Worldwide Express parcels cannot be held at all.
  • Mail addressed to people not included in the arrangement will not be retained. For example, a letter addressed to Mr & Mrs (John) Smith will not be held if only Mr John Smith is in receipt of the service.
  • Customs Charge items will be retained for 21 days before being Returned to Sender. Everything else will be retained for 18 days and then Return To Sender
  • Special Delivery Guaranteed, Signed For and Royal Mail Tracked items will be held for a maximum of 18 days and will then be returned to sender, as per the service attributes of those products.
  • If all occupants at an address are having their mail retained for collection (i.e. there is no delivery at all being made to the property) Door to Door items will be held with other mail. However, if there are still deliveries being made for the subscription holder (e.g. letterboxable items) or there is mail going to the address for other occupants, Door to Door will be delivered.
  • As part of the terms and conditions of the service, customers will be advised that we will make an attempt to deliver items which can be identified as perishable as soon as your local office receives them, rather than holding them. We will attempt to deliver 3 times (or Deliver to Neighbour) but if, after the 3rd attempt, the item will be Return To Sender or destroyed locally upon expiration date.

 

What about perishable items e.g. flowers, food?
Perishable items will not be held. We will attempt to deliver them three times after which all perishable items will be destroyed.

 

How does it work?
We will hold your items at your local office. Then we will deliver the items at a convenient time for you, as outlined in your service. If you need to items in between scheduled deliveries you are able to collect them from the local office with the correct ID.

 

What do I need to sign up?
To sign up please select a service, create an account and provide us with payment details. Upon receiving your confirmation email, your service will be set up after 48 hours.

 

I live in a block of flats, can I get the service?
Yes this service is available to all addresses within the trial areas. Please make sure you enter your address carefully if you live in a building containing more than one address.

 

I lived in shared accommodation, can I get the service?
Yes you can still use this service, please make sure you add your name carefully so only your mail will benefit form the service. Other people at your address can however benefit form the service by adding their individual names.

 

Can I include other members of my household in my subscription?
You can do this at the point of sign up by adding up to five full names to your service.

 

How does chosen day delivery work?
You tell us what day you would like us to deliver your mail on, we will hold all your mail until that day and then deliver it as part of daytime delivery rounds. Deliveries will arrive between 9am and 3pm.

 

When is evening delivery?
Evening deliveries are available Monday to Friday, 7pm to 9pm. If your delivery falls on a bank holiday we will deliver your mail the next working day.

 

When is morning delivery?
Morning deliveries are available Monday to Saturday, 7am to 9am. If your delivery falls on a bank holiday we will deliver your mail the next working day.

 

What counts as a service failure?
If your delivery arrives 15 minutes earlier or later than you scheduled window we will consider it a service failure and you may be entitled to a refund.

 

What happens if I am not at home?
Depending on the items we are trying to deliver, we will either attempt to leave with a neighbour, or return the items to your local office for safe keeping. We will always leave you a card to let you know what has happened. You can either contact us for re-delivery, or come and collect from your nearest delivery office.

 

What happens if I want my mail in between scheduled deliveries?
You can collect your mail anytime from your local Delivery Office during standard opening hours. You will need to bring ID (see below for acceptable forms of ID) and be able to quote your subscription number.

Deliveries are available Monday to Sunday, however not all services are available on all days.

  • AnyDay Collect: Monday - Sunday
  • ChosenDay Delivery: Monday – Saturday
  • ChosenDay Evening: Monday – Friday
  • ChosenDay Early: Monday - Saturday
  • ChosenDay Sunday: Sunday
  • EveryDay Evening: Daily Monday - Friday
  • EveryDay Early: Daily Monday - Saturday

We do not deliver on public holidays. For a list of public holidays please click here. If your delivery falls on a public holiday we will attempt delivery the next working day.

 

Can I change the day you deliver (when I have signed up)?
Yes, you can change the day on which you receive deliveries if you have signed up to our Chosen Day plan, once every seven days. You can swap to any day between Monday to Saturday. Please note that you can not change to Sunday deliveries, or if you have signed up to Sunday delivery, you can not change to week day (Monday to Saturday) deliveries. It will take 2 working days for your change to be processed.

 

Why can't I change my delivery day from a Sunday?
Unfortunately during the trial period we cannot allow switching between the 7 services, for example you will not be able to switch from ChosenDay Sunday to ChosenDay Evening. You are able to call Customer Services 0345 2660849 to cancel a service and buy a new subscription.

 

Can I change between morning / evening delivery?
Unfortunately during the trial period we cannot allow switching between the 7 services, for example you will not be able to switch from Chosen Day Sunday to ChosenDay Evening. You are able to call Customer Services 0345 2660849 to cancel a service and buy a new subscription.

 

How does AnyDay Collect work?
Royal Mail will hold your mail at your nearest delivery office until you are able to collect it. You can collect any day, depending on the opening times of your local office. Please note that if you do not come to collect within 14 days we may attempt delivery or return certain items to sender.

 

When can I collect my mail?
AnyDay collect is available seven days a week, Monday to Sunday. from your nearest delivery office, excluding bank and public holidays. Please note collection days and times may vary based on your local office opening hours.

 

Where do I collect my mail?
You can collect your mail from your local office. When you log into your account you can see your local office and its opening times.

 

Where is my local office?
To find your local office log into your account and go to the Your Local Office tab. This includes the address and opening times for your local office.

 

What ID do I need to collect my mail?
To collect your items please bring your subscription number and one of the following forms of ID:

  • Credit or Debit card
  • Valid Passport
  • NHS Medical card
  • Bank or building society cheque/savings book
  • Driving Licence
  • Photo identity card*

*Only Foreign National, Military, Police Warrant, Royal Mail Employee, NHS or senior citizen bus pass will be accepted.

 

Can I nominate someone to collect my mail?
You can permit someone else to collect your mail as long as they can provide a form of your ID, subscription number, and ID of their own.

 

What happens if I do not collect my mail?
Mail that has not been collected after 14 working days can be delivered at your local office's discretion if, for example, the amount of mail on hand starts to cause space problems, or poses a H&S hazard.
If the customer fails to call to collect any of their mail within 30 days, their subscription will be terminated (even if they’ve subscribed for a longer period – in which case, the remaining fee will be refunded) and all mail on hand will be delivered to the address registered on the subscription (i.e. on the 31st day). Thereafter, unless the customer takes out another - or different - subscription, all mail deliveries will return to normal.

Exceptions to the above:
• Customs Charge items will be retained for 21 days before being Returned to Sender. Everything else will be retained for 18 days and then Return To Sender.
• Special Delivery Guaranteed, Signed For and Royal Mail Tracked items will be held for a maximum of 18 days and will then be returned to sender, as per the service attributes of those products.

 

How do I know If I have any mail to collect?
Unfortunately during the trial we will not be able to tell you if there is mail waiting for you at your local office.

 

Can I cancel the service?
Yes you can cancel your service at any time. Please contact us on 0345 2660849 to arrange a cancellation. Please be aware that only the service purchaser can cancel the service. 

 

How do I cancel the service?
Please contact us on 0345 2660849 to arrange a cancellation. Please note a cancellation will take effect 48 hours after you have notified Customer Services.

 

Can I get a refund?
We will arrange the refund amount when cancelling your plan. Please contact us on 0345 2660849 to discuss.

 

How can I contact Royal Mail?
Any questions or concerns please contact us on 0345 2660849.

 

How do I renew my account?
If your subscription has expired please click here to buy a new service.

 

The site is not working, is it my browser?
This site currently supports Edge, IE9, IE10, IE11, Safari, Chrome and Firefox (latest) browsers, as well as a number of devices.

 

What is Mallzee?
To say thank you for taking part in our trial we will send you a promotional voucher for Mallzee in your confirmation email. Mallzee is an fashion shopping app, dedicated to making, finding and buying the clothes you love fast and easy. To read their terms and conditions please click here