Terms and conditions

My Deliveries Terms and Conditions

Last updated: 27 September 2016

  1. Who we are

Royal Mail Group Ltd (Royal Mail, we, our and us) is a company registered in England and Wales at 100 Victoria Embankment, London EC4Y 0HQ and with company number 4138203. To contact Royal Mail please call 0345 2660849 or email mydeliveries@royalmail.com.

References to you or your means you the customer.

  1. These Terms

These terms and conditions (the Terms) set out the agreement under which we provide you with the Royal Mail "My Delivery Preferences Service" (the My Deliveries) We publish them on the My Deliveries website (the My Deliveries Website).

These Terms, together with our My Deliveries general website terms of use, My Deliveries Privacy Policy and our Cookies Policy are entered into between you and Royal Mail and govern your use of the My Deliveries.

By using the services available on the My Deliveries Website you are agreeing to be bound by these Terms so you should read these Terms carefully before accepting them. No other terms apply unless we have agreed them with you in writing. Please note that My Deliveries is a trial service and will only be available in four delivery locations. These delivery locations are postcodes served by the: Winchester, Guildford, Cheadle and Uxbridge delivery offices (Delivery Offices). Please note that we do not store a copy of these Terms against your name, therefore, we recommend that you retain a copy of them for future reference.

PLEASE NOTE - This is a trial, which begins on 3 October 2016 and will continue for 5 months. All subscriptions and services associated with this service shall cease on 28 February 2017.

  1. What My Deliveries does

My Deliveries allows you to control your delivery options with Royal Mail. When you sign up you can control the day you would like Royal Mail to deliver on and what you would like Royal Mail to hold for you. Royal Mail will create a delivery schedule for you based on your chosen plan. My Deliveries allows you to purchase from a list of 7 product plans as set out below. Please note that the My Deliveries service does not cover Parcelforce Express parcels.

The 7 product plan that you may choose from are as follows:

  1. Any Day Collect
  2. Chosen Delivery Day
  3. Chosen Day Early
  4. Chosen Day Evening
  5. Chosen Day Sunday
  6. Every Day Early
  7. Every Day Evening

Please note that you will not be allowed to switch between the 7 plans. If you would like to switch plans you will need to cancel your existing plan before buying a new subscription for a different plan. For more details of these services please see mydeliveries.royalmail.com. For Chosen Delivery Day, Chosen Day Early and Chosen Day Evening, you will have the option to change your chosen day, however you must allow 48 hours for the change to take effect. You can make a change to your plan via the My Deliveries Website.

My Deliveries will allow you to see your delivery schedule, locating your local delivery office and also allow you to change the delivery date.

  1. Technical requirements and access to the My Deliveries Website

The My Deliveries Website may not work on all devices or Internet browsers. Please see the following link for a list of the current specifications https://mydeliveries.royalmail.com/faqs/ required to operate the My Deliveries Website on browsers, mobiles, tablets and desktops.

For the My Deliveries Website to work properly you will need your device to be connected to the Internet, and you should check how much this may cost you. We are not responsible for what your Internet provider may charge you.

Sometimes we will need to carry out technical maintenance, and during those times you may not be able to use the My Deliveries Website.

We cannot guarantee that the My Deliveries Website will be uninterrupted or error-free, although this doesn't affect your legal rights to a service that is of satisfactory quality and operates as we have described it. We also cannot guarantee that the My Deliveries Website is free of any viruses or other malicious code introduced by third parties, although we try to prevent this happening.

The My Deliveries Website is likely to be updated from time to time e.g. to introduce new features. As a result, we advise you to keep the My Deliveries Website and your Internet browser, all other components on your device and your operating system up to date (for example, with respect to the latest security patches. Over time certain functionality may not be available if you do not keep up to date with the latest versions and we encourage you to follow and download our releases.

If you do encounter a technical error when using the My Deliveries Website, then please tell us about this via 0345 2660849.

  1. Your account

You must register for My Deliveries personally and we do not accept registrations carried out by third parties. No other person shall have any rights to enforce any of these Terms.

You will need to create an account and buy a subscription to access the My Deliveries service. If you would like to place a delivery preference. When you create an account you will need to provide Royal Mail with your details. You agree to provide accurate and complete information when registering an account with Royal Mail and you are responsible for updating the information we hold about you. You will need these login details when you sign up and log-in to the My Deliveries Website.

You will be sent an email to confirm the creation of your account. You will be sent a second email informing you of your subscription plan detail, including the start and end dates and a payment receipt from Braintree, the payment gateway Royal Mail utilises for My Deliveries.

The minimum contract available will be 4 weeks, however you will have the option to buy 30 days, 60 days, or 90 days subscriptions.

  1. Your responsibilities

You are responsible for anything done using your account, therefore you must keep your log-in details for the My Deliveries Website secret and protect them from being obtained or used by other people. In particular, you should not write them down and keep them with your device or otherwise store them in a way that would allow someone else to access your My Deliveries account. If your device is lost or stolen, anyone in possession of the device might have the opportunity to access and use you My Deliveries account.

If you are under the age of 16, a parent or guardian must sign for when collecting or receiving a delivery.

You agree to notify us immediately if you become aware of any unauthorised use of your password or account or any other breach of security by contacting us by phone at 0345 2660849 or by email mydeliveries@royalmail.com.

You will not:

  • use My Deliveries for commercial purposes;
  • try to access the account of a third party via the My Deliveries Website without the express permission of the person;
  • copy, reproduce, distribute, or create derivative works from the content delivered to you on the My Deliveries Website;
  • transfer or try to transfer viruses, trojans, worms or other malicious code into our systems;
  • hack, reverse engineer or manipulate our systems or try to do so;
  • bypass security features of the My Deliveries Website or try to do so; or
  • use the My Deliveries Website in a way that breaches any laws or regulations, or that might put Royal Mail in breach of any laws or regulations.

If we believe that you have breached any of these Terms, then we may temporarily suspend your access to My Deliveries, including the My Deliveries Website while we investigate. We will lift the suspension as soon as we can if we decide that you have not breached these Terms.

If you breach any of these Terms and we suffer any loss as a result of this, you agree that we may ask you to reimburse us of those costs.

  1. Placing your order

The purchase price of your order and delivery preference will be the stated prices in force at the time when the order is placed as detailed on the My Deliveries Website.

An order has not been accepted until you have received an email of confirmation from Royal Mail. You should print a copy of your order in case you are later unable to access your order details on the My Deliveries Website

We have the right to change the prices of My Deliveries from time to time. One example of where we will make a change is where there are obvious price errors. Price changes will be made clear on the My Deliveries website and you will pay the price as displayed at the time you place your order. We recommend that you check the Terms for changes each time you use the My Deliveries Website.

Every effort is made to ensure that prices shown for My Deliveries are correct when stated on the My Deliveries Website. If, by mistake, we have under-priced a service, we will not be obliged to supply that service to you at the stated price, provided that we notify you before we start providing the service to you. In those circumstances, we reserve the right to cancel your order. In the event we cancel your order, we will notify you and give you a full refund on any amount already paid for that service.

  1. Payment

Payment must be made immediately and in full at the time you order via My Deliveries. Payment will be taken by submitting card details through our payment gateway, Braintree, a PayPal company.

All prices are inclusive of VAT or are otherwise clearly marked as exclusive.

Payment is made and processed by Braintree. This includes checking your details and clearing your payment. Please see https://www.braintreepayments.com/ for further information

Where Customs Charges or a payment for Underpaid items is due, we will send you a P4605 card to your address as soon as possible, so that there is no delay in receipt of your item. Payment of Customs Charges and Underpaid items can be made at time of collection or online at www.royalmail.com/fee2pay, as specified on the P4605 card. Items will not be handed over until fees are settled and will be returned to sender or destroyed locally upon expiration of the allotted time.

  1. Cancellation

You have a statutory right to cancel this agreement within a certain period without giving us any reason for doing so. You have a period of 14 calendar days starting on the day after we acknowledge your application (in accordance with these Terms) in which to cancel this agreement.

In addition to your statutory rights, you can cancel your My Deliveries account and cancel these Terms with us at anytime without having to give a reason. If you cancel your contract for My Deliveries before the service has started we will refund the charges paid. If you decide to cancel your plan once the service has started, we will refund you for the time left on your subscription but not for services already received.

If you ask us to stop processing your personal data or to delete the data stored as part of My Deliveries then we will take this as cancellation of these Terms, as we may not be able to provide the service. Please refer to the My Deliveries Privacy Policy (mydeliveries.royalmail.com/privacy-policy) for more information on this and your rights under data protection law.

You must inform us of your wish to cancel by contacting our Customer Services on 0345 2660849 or by using the cancellation form in Appendix 1 at the end of these Terms.

We may cancel these Terms and stop your access to My Deliveries at any time and we will refund you for the time left on your subscription but not for services already received.

If you fail to call to collect any of your mail within 30 days, your subscription will be terminated (even if you have subscribed for a longer period – in which case, the remaining fee will be refunded) and all mail stored by the relevant Delivery Office will be delivered to the address registered on the subscription. Thereafter, unless you take out another - or different - subscription, all mail deliveries will return to normal.

If you seriously breach any of these Terms then we may terminate these Terms and cancel your ability to use My Deliveries immediately with or without notice to you.

  1. Delivery

My Deliveries services can only be provided in the following four locations: postcodes served by the Guildford, Winchester, Uxbridge and Cheadle Delivery Offices. 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.

Special Delivery Guaranteed, Signed For and RM 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. Please note that Customs Charge items will be retained for 21 days before being returned to sender.

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 items will be delivered. For more information on Door to Door see http://www.royalmail.com/business/services/sending/specialist-services/door-to-door

In most cases, we promise to deliver within 15 minutes of the specified time window (7.5 minutes either side). The exception is if you’re based in London, in which case we’ll deliver within 30 minutes (15 minutes either side). If mail isn’t delivered on time, you can ask for a refund of that day’s fee.

Royal Mail will make an attempt to deliver items which can be identified as perishable as soon as the delivery office receives them, rather than holding them. We will attempt to deliver 3 times (or Delivery to Neighbour) but if, after the 3rd attempt, the item will be returned to sender or destroyed locally upon expiration date.

You can choose whether: (i) all your mail; (ii) only items that are too large to fit through a letterbox; and/or (iii) signature mail, to be held for you. Mail that has not been collected after 14 working days can be delivered at the Delivery Office's discretion if, for example, the amount of mail stored starts to cause space problems, or poses a health and safety hazard.

You may permit another individual to collect on your behalf provided the nominated individual collecting has an acceptable form of ID and the subscription number.

Please note that Special Delivery Guaranteed cannot be delivered to neighbour; a P739 must be left and the item returned to the Enquiry Office for collection/arrangement of redelivery.

If a Tracked item has “Safeplace” specified on the label and the customer is out when the delivery attempt is made, the post person may leave it in the specified safe place and leave a P739 card advising the customer where the item has been left.

Where Customs Charges or a payment for Underpaid items is due, a P4605 card will be delivered. Payment of Customs Charges and Underpaid items can be made at time of collection or online at www.royalmail.com/fee2pay, as specified on the P4605 card. Items will not be handed over until fees are settled and will be returned to sender or destroyed locally upon expiration of the allotted time.

  1. Intellectual property rights

You acknowledge that Royal Mail is the owner (or licensee) of all intellectual property rights in all materials and/or content made available as part of your use of My Deliveries including the My Deliveries Website.

You acknowledge and agree that the material and content contained within My Deliveries Website may only be downloaded for the purpose of using the My Deliveries Website and you must make no further use of it whatsoever outside of the My Deliveries Website. You acknowledge that any other use of the material and content of the My Deliveries Website is strictly prohibited and you agree not to (and agree not to assist or facilitate any third party to) copy, reproduce, transmit, publish, display, distribute, commercially exploit or create derivative works of such material and content.

  1. Liability

You acknowledge that we price My Deliveries based on Royal Mail's acceptance of certain liability and, as such, you agree that the liability levels, set out in these Terms, are reasonable.

If we do not provide the service because of our negligence, we will credit you on a pro rata daily basis for each working day when we did not provide the service and this will be our only liability to you except for liability that cannot by law be excluded or limited, such as liability for death or personal injury caused by our negligence. This does not affect your rights under a scheme or contract for the delivery of a postal item. The conveyance of a postal packet, letter or any other items under our postal services, which are subject to this agreement is governed either by a scheme made under the Post Office Act 1969, Postal Services Act 2000, or a contract with us, and compensation for loss of, or damage to, such an item, or if we deliver an item late is provided by that scheme or contract and not this agreement. You can find our more about the schemes at www.royalmail.com/termsandconditions.com.

  1. Assignment and sub contracting

We may assign or transfer any of our rights or sub contract any of our obligations under these Terms to any third party. We will notify you of any such assignment or transfer and you may choose to cancel your My Deliveries account if you do not wish to contract with the third party. You may not assign or transfer any of your rights or sub contract any of your obligations under these Terms without our written permission.

  1. Third parties we use

Payment for My Deliveries is processed through Braintree. You must not use Braintree unless you have agreed to comply with the terms and conditions of Braintree. Royal Mail is not related to Braintree and My Deliveries, including the My Deliveries Website is in no way sponsored, endorsed or administered by, or associated with, Braintree.

The My Deliveries Website uses static images from Google Maps. Your use of Google's services through the My Deliveries Website, as well as being governed by these Terms, Privacy Policy and Cookies Policy, is also governed by certain Google terms found at:

  1. Google's Terms of Service at https://www.google.com/policies/terms/;
  2. Google's Privacy Policy at https://www.google.com/policies/privacy/;
  1. the Google Maps / Google Earth Legal Notices at http://maps.google.com/help/legalnotices_maps.html; and
  2. the Service’s Acceptable Use Policy at https://www.google.com/work/earthmaps/legal/universal_aup.html.
  1. Changes

We may alter, remove or withdraw My Deliveries or My Deliveries Website at any time for any reason. We will notify you in advance if we intend to withdraw My Deliveries or the My Deliveries Website in its entirety. If we alter, remove or withdraw My Deliveries or My Deliveries Website, we will refund you for the time left on your subscription but not for services already received.

Royal Mail reserves the right to change these Terms at any time. We will tell you of these changes by:

  • drawing the changes to your attention when you next access the My Deliveries Website and asking you to confirm your agreement to the changes; or
  • emailing you information about the change. We will use the email address that you have given us. If we use email to tell you about the change, we will give you at least 30 days' notice in advance of the change coming into effect.

We recommend that you check the Terms for changes each time you use the My Deliveries Website.

You may choose to cancel your account with Royal Mail if you do not wish to be bound by any updated Terms. Subscriptions which have already been placed will continue to be governed by the Terms in force at the time you made the order.

  1. Complaints

If you have any questions or wish to make a complaint about My Deliveries, My Deliveries Website please contact Customer Services by phone at 0345 2660849 or by contact us by email here.

You may also submit a dispute for online resolution by using the European Commission Online Dispute Resolution Platform at https://webgate.ec.europa.eu/odr/

  1. General

A person who is not a party to these Terms will not have any right or benefit under or in connection with it.

Each of the provisions of these Terms operates separately. If any Court or competent authority finds any provision (or part of any provision) to be invalid, illegal or unenforceable:

  • that provision (or part-provision) will, to the extent required, be excluded from forming part of these Terms; and
  • the remaining provisions will remain in full force and effect.
  1. Law

These Terms shall be governed by and construed in accordance with English law. You and Royal Mail agree that the courts of England and Wales will have non-exclusive jurisdiction.






Please complete, detach and return this form ONLY IF YOU WISH TO CANCEL your My Deliveries service.




Royal Mail, Digital Team,

Admiral House

2 Admiral Way

Doxford International Business Park




I hereby give notice that I wish to cancel my contract for My Deliveries.


Subscription number:


Name of Consumer:


Address of Consumer:


Signature of Consumer: