Last Updated 26th October 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
Thank you for your patience, loyalty and continued support over the last few months during the challenging and unprecedented times that Covid-19 has presented. During this time, we have made the necessary ongoing operational changes, to keep our people and our customers safe, as we deliver the best possible service. We have continually monitored the situation, to get back to business as usual, as quickly as possible, adopting a phased approach. We are pleased to confirm that from the 7th September we are reinstating our delivery service guarantees on the following services:
Account: expressAM and express24
Non-Account: (includes: Depots, Post Office and bookings made on Parcelforce.com): expressAM, express24, express48 and express48large services.
Our delivery service guarantees on our express9 and express10 services are still suspended. However, we are continuing to make every effort to deliver these during the morning.
Our delivery service guarantees on all our international services continue to be suspended.
Express24large is currently suspended.
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.
Covid 19 Test Kits
We would like to make you aware that from 27 October 2020 Parcelforce Worldwide will not accept used/completed Covid-19 test kits. Please see our updated Prohibitions and Restrictions.
Royal Mail is a key partner for the Government’s coronavirus testing programme and can accept used/completed Covid-19 test kits from priority postboxes or from homes as part of the Government programme.
For more information visit https://www.royalmail.com/priority-postboxes
Please note that unused Covid-19 test kits can be sent through Parcelforce Worldwide
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.
If your business is currently closed and you have a scheduled collection please inform your collecting depot so they can suspend your collection accordingly.
Suspension of timed next day services
While delivery guarantees are suspended, we will make every effort to deliver any items sent on express9 and express10 services during the morning.
Age Verification service (contract customers only)
In the early days of the COVID-19 pandemic a decision was taken to suspend our Age Verification product to ensure that safe deliveries could be maintained. We have now reviewed and revised the process for handling these items and can confirm that the service has now been re-instated from the 5th October 2020.
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.
In-line with Scottish Government guidelines, from 10th July 2020 face coverings to be worn when visiting our depot customer service points in Scotland.
In-line with Government guidelines, from 24th July 2020 face coverings to be worn when visiting our depot customer service points in England.
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.
Making a claim
Due to the extraordinary nature of current events, we are no longer asking recipients to sign for parcels delivered on or after 18th March 2020 until further notice. We will not pay a postage fee refund for not capturing a signature or for delay. Similarly, we will not consider a claim for loss based on the lack of signature.
We will still capture the recipient’s name and confirmation of delivery which can be viewed at parcelforce.com/track-trace.
Find out more at parcelforce.com/service-updates.
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.
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.
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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