Royal Mail has told customers to check its 'Track your item' tool before searching for missing parcels, rather than hunting around the house or garden or knocking on neighbours' doors. The online feature shows exactly where a parcel is and when it is due to arrive.
How the tracking tool works
The expected delivery time for a parcel or letter depends on which service was used to send it. The 'Track your item' feature provides the most up-to-date information on items sent via signed for or tracked services.
Customers simply enter their reference number, which is between 9-27 characters long and can be found on the Post Office receipt and the label indicating the service used. Recipients can ask the sender to provide this number if they do not have it.
What to do if your item wasn't tracked
If a tracked or signed for service was not used and the item still has not arrived, different rules apply. Royal Mail aims to deliver all 1st Class mail by the next working day, and all 2nd Class mail within two to three working days.
Should the item remain undelivered beyond the due date plus 10 working days, the sender might be able to claim for compensation. Recipients should contact the sender, who can then get in touch with Royal Mail directly to make enquiries on their behalf.
Collecting or redelivering your parcel
If a postal worker attempts delivery but is unsuccessful, for instance if there is no one at home, a P739 card should be left. This card means the recipient needs to collect the item from the sorting office themselves, which could mean waiting until the next day depending on when the card is spotted.
In certain circumstances, it may be possible to arrange a redelivery instead of collecting the item in person.
