HM Passport Office and UKVI delivery support
HM Passport Office and UKVI delivery support
Receiving your items
You will receive a notification which will let you know your item is on its way to you.
Once you’ve received your notification, please allow 2 working days for your item to be delivered before contacting us.
We will deliver your item between Monday and Saturday and provide an estimated delivery window, this is an aim and not a guarantee.
Most items will be delivered without requiring a signature and instead we will take a photograph on delivery.
You will be able view this when you track your item after delivery.
Track your item using either the Royal Mail 13-digit Tracking reference number ending in GB or, if you’re expecting an item from HM Passport Office, your 10 digit Passport application reference number (this will start with either PEX or POD).
Missed delivery
If we are not able to deliver your item, we will leave a red ‘Something for you’ card.
We will automatically make another delivery attempt on the next working day, or you may book a redelivery on a date convenient to you.
For some Travel documents we will require a signature and you will be notified of this when you first place your order. For these items we will need someone at home to receive and sign for the item.
You can arrange for your item to be redelivered on another day to your address, or to your local Royal Mail Delivery Office, or to your local Post Office.
You will not be able to arrange a redelivery to an alternative residential or business address.
We will not attempt to deliver your item to a neighbour or leave in a Safeplace. When picking up your item from a Delivery Office or a Post Office you will need to bring proof of ID.
Where we are not able to deliver your item, and you have not contacted us to make alternative arrangements, then we will keep it for 18 calendar days at our Royal Mail Delivery Office. After this time, we will return them to HM Passport Office or UKVI.
FAQs
Please contact our Customer Services team on 03452 680234 (phone lines are open Monday to Friday 8am to 6pm, Saturday 8am to 2pm, and Sunday 9am to 2pm) or click here to get in touch.
Track your item using either the Royal Mail 13-digit Tracking reference number ending in GB or, if you’re expecting an item from HM Passport Office, your 10 digit Passport application reference number (this will start with either PEX or POD).
If your item has been accepted by Royal Mail and there is no further tracking, please contact our Customers Service team on 03452 680234 (phone lines are open Monday to Friday 8am to 6pm, Saturday 8am to 2pm, and Sunday 9am to 2pm) or click here to get in touch.
Please visit our website guidance here.
Please contact our Customer Services team on 03452 680234 (phone lines are open Monday to Friday 8am to 6pm, Saturday 8am to 2pm, and Sunday 9am to 2pm) or click here to get in touch.
For security reasons, without the card you won’t be able to collect your item from your local Delivery Office or Post Office Counter. However, you can still arrange a redelivery to your home. Where we are not able to deliver your item, and you have not contacted us to make alternative arrangements, then we will keep it for 18 calendar days at our Royal Mail Delivery Office. After this time, we will return them to HM Passport Office or UKVI.
We do all we can to keep your deliveries safe and secure but if something has gone wrong, please contact our Customer Services team on 03452 680234 (phone lines are open Monday to Friday 8am to 6pm, Saturday 8am to 2pm, and Sunday 9am to 2pm) or click here to get in touch. Please keep the envelope, as it may be needed during our investigation.
Please allow a further 24 hours for your delivery to be made. If your item has not arrived after this time, please contact our Customer Service team on 03452 680234 (phone lines are open Monday to Friday 8am to 6pm, Saturday 8am to 2pm, and Sunday 9am to 2pm) or click here to get in touch.
- If you were expecting a passport or the return of documents to support your passport application, please contact HM Passport Office.
- If you were expecting a Biometric Residence Permit, Application Registration Card, or other Travel documents, please contact UKVI.
- Where we are not able to deliver your item, and you have not contacted us to make alternative arrangements, then we will keep it for 18 calendar days at our Royal Mail Delivery Office. After this time, we will return them to HM Passport Office or UKVI.