Frequently Asked Questions about Royal Mail

• What is the difference between Royal Mail and Parcelforce Worldwide?

  Royal Mail and Parcelforce Worldwide are both part of Royal Mail Group Ltd., but they are used for different types of deliveries:

  • Royal Mail handles letters, small parcels, and tracked mail within the UK and to international destinations. It is typically used for lighter items up to 2 kg and services such as International Standard, Tracked, Signed, and Tracked & Signed.
  • Parcelforce Worldwide specializes in larger and faster parcels, both domestically and internationally, offering full end-to-end tracking and shorter transit times. It is better suited for heavier packages (over 2 kg) or shipments that require express delivery.

  You can track both Royal Mail and Parcelforce Worldwide items using the Track & Trace Parcel Manager. The system identifies the responsible carrier and displays all tracking events in one timeline.

• My Royal Mail Tracking Shows "Delivered", but I Haven't Received Parcel. What Should I do?

  If your Royal Mail tracking shows "Delivered" but you haven't received the parcel, it may have been accepted by someone at your address, delivered to a neighbor, or left in a safe place specified by you or the sender.

  Here's what to do:

  • Check around your property - including the front porch, garage, bins, and other secure locations where items are often left;
  • Ask household members or neighbors - sometimes a parcel is signed for by someone nearby;
  • Look for a "Something for you" card - it may include details on where the parcel was left or how to collect it from a delivery office;
  • Check the address to make sure it matches the one on your Royal Mail order or shipping confirmation.

  If you still can't locate the item after these steps, contact the sender or retailer and ask them to initiate an investigation or claim for replacement. In most cases, Royal Mail can open an inquiry only when it is raised by the sender.

• Sending Goods to the USA - What's Changing and How Much will it Cost?

  As of 29 August 2025, the United States Government has introduced new customs rules that affect goods imported into the USA, including items sent from the UK.

  These rules are part of the Pre-Departure Data Program (PDDP), which requires the submission of full electronic customs data and updated procedures for duties and taxes.

  Here's what has changed:

  1. New rules for low-value goods.
     Previously, many items valued below $800 could enter the USA duty-free. Under the new rules, more shipments may be subject to import tariffs (duties), even at lower values.
  2. Duties are prepaid by UK senders.
     Royal Mail calculates and collects any applicable charges before the parcel enters the postal network, so recipients in the USA generally do not pay on delivery.
  3. Gifts remain partly exempt.
     Genuine gifts valued at $100 or less can still be sent without paying duties, although additional service fees may apply.
  4. Letters and cards remain unchanged.
     Personal correspondence that does not require a customs form can still be sent as usual and remains duty-free.
  5. Duties for goods or gifts valued above $100 depend on the U.S. tariff for the country of origin of the item (Trump Tariffs).

  For more details:

  • The official Royal Mail update: Royal Mail - USA Personal Updates.
  • FAQs for non-account customers: USA PDDP Services FAQs PDF.

• What is the Royal Mail International Tracking Number Format?

  When you receive a Royal Mail tracking number for an international item, it will typically follow the UPU S10 format, which consists of 13 characters: two letters, nine digits, and two final letters indicating the country of origin (GB for the United Kingdom). Example: XX 000000000 GB.

  The first letter identifies the service type:

  • R - Registered or Tracked & Signed mail;
  • L - Tracked or economy tracked packet;
  • C - Standard international parcel;
  • E - Express or EMS service (via Parcelforce Worldwide).

  You can use any Royal Mail tracking number with our Parcel Tracking Service, which combines updates from Royal Mail and the destination postal service.

• How do I Claim for a Lost, Damaged, or Delayed Royal Mail Item?

  If your Royal Mail item is lost, arrives damaged, or is significantly delayed, you can file a claim online via the Royal Mail Claims Centre.

  For lost or damaged items

  • Submit your claim within 80 days of posting;
  • Provide proof of posting, the tracking or reference number, and proof of value;
  • Compensation can be paid to either the sender or the recipient, but there is only one payment per item.

  For delayed items

  • A delay claim may apply to certain UK services if the item has not been delivered three or more working days after the expected date;
  • Claims for delay must be made within 3 months of posting, although some guaranteed services have shorter deadlines.

  After your claim is submitted, Royal Mail aims to respond within about 30 calendar days.

• How Can I Arrange a Redelivery With Royal Mail?

  If you missed a delivery, you can request a redelivery online at the official Royal Mail redelivery page.

  You will need the "Something for you" card left by the delivery person. It contains your reference number and the original delivery address. You can choose to:

  • Have the item redelivered to the same address;
  • Have it sent to a different local address;
  • Have it sent to your nearest Post Office for pickup.

  You can book redelivery up to 6 days in advance and within 18 days of the first delivery attempt. After that, the parcel is usually returned to the sender.

  If you're unsure whether your parcel is eligible for redelivery, you can check its latest status. The tracking information will show if the item is waiting at a local delivery office or scheduled for return.