If you're a business customer and you're interested in offering your customers the option of having their item delivered to a Safeplace on their property find out more here.
How can I have my item delivered to a Safeplace if I'm not going to be in?
Please download the Royal Mail App where you can set a Safeplace, so we know where to leave your items if you’re not in. The link below will explain how to do this.
Change your delivery options
Some companies also give you the option at point of order of having your item delivered to a requested Safeplace on your property or to a nearby nominated neighbour if you’re not at home to accept delivery.
What is acceptable as a 'Safeplace'?
Your chosen Safeplace should be a secure, weatherproof area of the property, that is out of sight and easily accessible for us. Requests to place parcels in recycling bins are not considered as a Safeplace by Royal Mail.
How will you know where to leave my item if I have requested Safeplace?
Your Postperson will know your requested Safeplace instructions from the parcel's label, or when they scan the item, so we'll know where to leave the item if you're not at home.
Can you leave my item in a Safeplace if I haven’t made a specific request?
If you are not at home to accept delivery, we may deliver your item to a Safeplace location at the address without a specific instruction from you. In that case, it will only be if our Postperson deems that location to be within our guidelines (see “What is acceptable as a ‘Safeplace’?).
If our Postperson knows you are a vulnerable customer, they will always try to take this into account when choosing a Safeplace for your item and position it in an easily accessible location for you.
How will I know my item has been left in my Safeplace?
We'll leave a "Something for You" card confirming where we've left your item.
We may also send you an email and/or SMS notification with information about which specific Safeplace location we have delivered your item to, e.g. shed. For some deliveries, we'll also include a photo of the Safeplace.
Are there times you’re unable to leave items in a Safeplace?
Some examples of why we’d be unable to leave an item in a Safeplace are: it would be dangerous for us to access the nominated point; the item would be exposed to bad weather; if the nominated point is clearly insecure (for example, a doorstep or a recycling bin); or your item requires a signature and/or requires an Age or ID verification.
What do you do if you're unable to leave the item in my designated Safeplace?
We'll attempt to leave your item with a nearby neighbour or if that isn't possible, we'll return the item to the delivery office.
We'll leave you a card confirming where your item is, we may also send you an email and/or SMS notification.
You can then either collect your item from your neighbour, or if we've returned the item to our delivery office, arrange for a redelivery, or pick the item up in person; full details will be on the card we left.
What if I don’t want you to leave my parcel in a Safeplace?
Please download the Royal Mail App where you can opt out of Safeplace, so we know to use alternative delivery options for your items if you’re not in. You can also contact our Customer Experience Team on 03457 740 740. We're open Monday to Friday 8am-6:30pm, Saturday 8am-3pm and Sunday 9am-2pm.
What do I do if my item is missing?
If the item has been scanned as delivered today but it can't be located, this may be due to a rare scanning error. Please allow an extra day for the item to be delivered before contacting us. If you’re the recipient, please contact the sender. They will contact us to make enquiries on your behalf.
My item is shown as delivered but it hasn't been
My item wasn’t left in a Safeplace or with a Neighbour. How do I get it redelivered?
There may be occasions when your Postperson was either unable to deliver your item to a Safeplace or Neighbour, or the item was not permitted to be left in a Safeplace or with a Neighbour. In that case, your item will be returned to your local Customer Service Point. You can either collect your item from the Customer Service Point or request a redelivery.
Book a redelivery
Collect a missed delivery
