Royal Mail

1. Deadlines for Investigations

Submission deadline:
An investigation request can be submitted up to 30 days after the first arrival scan at Royal Mail.

Earliest submission date:
An investigation can be initiated no earlier than 7 working days after the first arrival scan at Royal Mail.

2. Required Information for Investigations

To initiate an investigation, we require the following:

• Order number

• Tracking number

• Sales invoice

• Cost invoice excluding VAT
  (This is NOT the same as the sales price)
  → The tracking number must be visible on the cost invoice.

   

3. Damaged Parcels

Visible damage:
Must be reported immediately after delivery.

Concealed damage:
Must be reported within 7 days after delivery.

For damage claims, the following information and documents are required:

• Photos of the damaged items

• Photos of the damaged outer carton

• Sales invoice

• Cost invoice excluding VAT
  (This is NOT the same as the sales price without VAT.)
  → The tracking number must be visible on the cost invoice.

   

4. Reimbursement Amount

Royal Mail only compensates shipments with a parcel value (sales price) of up to 750.00 GBP.
If the value exceeds this amount, no claim can be made.

In the event of loss or damage, Royal Mail reimburses a maximum of 150.00 GBP per shipment.

5. Alternative Delivery Options

The recipient can select the following alternative delivery options via the tracking page:

• Safeplace (the courier leaves a photo of the safe location and the GPS coordinates in the tracking overview)

• Delivery to a neighbour

• Delivery to a local post office

• Delivery to a Royal Mail parcel shop (11,500 parcel shops)

• Delivery on another day

• Delivery to another address

   

6. Delivery Attempts

Royal Mail usually performs one delivery attempt.
If delivery is not possible, the shipment will remain in the local Royal Mail hub for up to 18 days.

The recipient will be notified about the pending delivery on day 10 and day 16 and can select an alternative delivery option.

7. Stop & Return

A free Stop & Return can be requested with Royal Mail.
This means the shipment will not be delivered to the recipient and will instead be returned directly to our returns warehouse.

We can arrange this with Royal Mail upon request.

A Stop & Return request is only possible as long as the shipment is not yet out for delivery.

8. Maximum Parcel Dimensions and Weight

Small Parcel

• Maximum dimensions: 61 cm × 46 cm × 46 cm

• Maximum weight: 20 kg

Medium Parcel

• Maximum dimensions: 150 cm

• Length + girth combined must not exceed: 300 cm

• Maximum weight: 30 kg

⚠️ Returns over 20 kg and up to 30 kg must always be collected from the end customer, as returning them via a parcel shop is not possible due to weight and/or size restrictions.