Parcelforce Worldwide Update - Coronavirus (COVID-19)

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 year 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 we have reinstated our delivery service guarantees on the following services:

 

Account: expressAM, express24 and express10

Non-Account: (includes: Depots, Post Office and bookings made on Parcelforce.com): expressAM, express10, express24, express48 and express48large services.

Our delivery service guarantees on our express9 services are still suspended. However, we are continuing to make every effort to deliver these during the morning.

 

Large services 

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

 

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

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

 

Customers and recipients attending Parcelforce depots

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 Government guideline, face coverings to be worn when visiting our depot customer service points in all depots.

 

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.

 

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.

Track your parcel

Arrange a redelivery

 

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