Parcelforce Worldwide Update - Coronavirus (COVID-19)

Last Updated 2nd June 2020

Public Health England (PHE) has advised that people receiving parcels are not put at any additional risk of contracting the coronavirus (COVID-19).

We are actively monitoring this rapidly evolving situation. We take the health and safety of our people and customers very seriously. We have provided guidance to our people, our customers and communities in which we operate, to help prevent the spread of any infection. We are doing so in line with preventative guidance from PHE.

 

Suspensions of UK and international service guarantees

Due to the current situation, there is significant impact on our ability to maintain all our usual service levels.  We will continue offering our services, receiving and delivering parcels for our customers but there may be disruptions to some services under current conditions.

As a result, we have suspended our service guarantees on all services from 18th March 2020 but will maintain service levels where we can.

 

Perishable items

We advise customers who are planning to send permitted perishable items, to be particularly aware of the current potential delays to delivery and consider this before shipping. For more information about perishable items that we cannot carry or are restricted, non-account customers should visit parcelforce.com/help-and-advice/sending/prohibitions-and-restrictions and account customers should visit parcelforce.com/help-and-advice/account-customers/account-prohibitions-and-restrictions.

Please note that due to the current situation, we will be temporarily suspending our loss and damage cover on all permitted perishable items sent on or after Monday 27th April 2020. We will look to reinstate this cover as soon as we are able.

 

Customer collections update

We have suspended same-day ad-hoc collections.

Due to unprecedented demand in our network, the next available ad-hoc collection date you will be able to book is Friday 05 June 2020. We are reviewing this on a daily basis and apologise for any inconvenience this may cause.

If your business is currently closed and you have a scheduled collection please inform your collecting depot so they can suspend your collection accordingly.

 

Large services - Express48large is now available. Express24large remains suspended

We are pleased to confirm that our express48large service is now available to book. Customers will be able to start sending on this service from Friday 24th April. To enable us to effectively manage volumes and ensure our people can operate safely, our express24large service suspension will remain in place. We apologise for any inconvenience this may cause. View our handy guide here, for an explanation on size and weight allowances. Reminder of our packaging guidelines can be found here and please refer as usual to our prohibitions and restrictions for non-account customers and account customers.

 

Suspension of timed next day services

While delivery guarantees are suspended, we will make every effort to deliver any items sent on express9, express10 or expressAM services during the morning.

 

Age Verification service (contract customers only)

From Thursday 26th March, to enable us to comply with social distancing policies, we cannot safely continue to provide this service and uphold the 2 metre social distancing rule. Therefore, the service is suspended until further notice. Any items sent using this service will either be returned to sender or delivered.

 

Post Office® branch acceptance 

Most Post Offices across the network are open and can accept parcels, however as a result of the situation, some are experiencing closures or reduced opening hours.  Please check the branch finder tool on the Post Office website for the latest information. This is updated daily.  Please note; that you can continue to access Parcelforce Worldwide services at all open Post Offices.
 

Returns and redelivery policy update

We have reverted to our usual process for attempting delivery and holding of parcels.

 

Customers and recipients attending Parcelforce depots

In line with Government guidelines we strongly advise customers not to travel to visit our depots to either hand over or collect parcels.

If you are trying to collect your parcel please observe the social distancing principles as outlined by the Government which will be on display at our depots.

Please arrange a redelivery, if at all possible.

 

Changes to our delivery procedure in relation to signing for and receiving items in the UK

In order to protect both our people and customers, as much as possible, we will not be handing over our hand-held devices to customers to capture electronic signatures.  Having initially knocked on your door the driver will then step aside to a safe distance while you retrieve your item. This will ensure your item is delivered securely rather than being left outside. Our drivers will log the first and last name of the person accepting the item on their devices, then put 'XP1' in the signature field, and we will record the geolocation of the delivery.  This will apply to all deliveries that normally require a signature. 

Our normal redelivery processes apply. Please follow the instructions on the card.

 

Our contingency plans

In the event we need to close one of our sites, this decision would be made in line with Public Health England guidance.  Parcelforce Worldwide has many years’ experience of contingency planning, for a number of different scenarios. We will follow the Government’s advice and work closely with the relevant authorities.

We have extensive experience in being able to quickly deploy business contingency plans so we continue to provide customers with access to our services.

 

International services update

Due to the evolving exceptional circumstances, we are closely monitoring the situation at an individual country level.  Because of this, we are also suspending our international delivery guarantees as we may experience some delivery delays.  Please note that the majority of our international partners are also suspending requirements for signature on delivery, and therefore we are unable to guarantee to you that signature on delivery will be obtained outside of the UK.  

We are still processing your international parcels until we are informed otherwise by our overseas partners. In the majority of cases our services are continuing as normal.  Details of any country suspensions and the latest updates are available at parcelforce.com/service-updates. Please note that there are some regions/pockets within countries where parcels are currently unable to be processed by our partners and are therefore being exported back. Please check our service updates page for information and check your recipient will be able to receive your parcel, before you send.

 

Contacting us

Please be aware that whilst some of our customer service team are self-isolating, we are also experiencing a high volume of calls, emails and social enquiries. Where possible, please only contact our customer service team if it is absolutely necessary and urgent. Details can be found here. Thank you for your understanding and support.

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For all media related enquiries please contact: press.office@royalmail.com

 

Coronavirus (COVID-19) - Business Account Customers additional charges for some international destinations

Due to a considerable reduction in airline capacity to some international destinations, we have had to source new suppliers. This has also meant that we have had to apply an additional charge to some destinations on our globalpriority and globalvalue services as these suppliers cannot meet our current cost levels.  Full details of these temporary surcharges can be found on; parcelforce.com/business-parcels/covid19-surcharges. Please ensure you always check this latest information before you send your parcel.