When Royal Mail fails to deliver an item, perhaps because they are too big or the person is out and a signature is required, what happens to these items next? I presume they’re destroyed.
I ask, because last July I was awaiting delivery of a rare vintage lamp, which never turned up. The sender assured me it was not returned.
I purchased another vintage item at the end of last year but was working away from home when it was delivered. A red card was left dated 4 November 2016. There is no number to contact and it only says that the item will be returned to sender after 18 days. There was no mention of what to do after 18 days if the item wasn’t returned.
I am thinking of taking a small claims action to highlight these constant disposals of peoples’ property. WF, Sternfield, Suffolk
Royal Mail told us: “We contacted the customer for more details and established that the item, dating from 4 November, was returned to the sender in line with our policy of returning non-collected items after 18 calendar days at the delivery office.
“The customer has informed us that the sender has now received the item and that he and the sender are in contact to agree next steps.
“The overwhelming majority of mail is delivered safely to the correct address. If a recipient is not at home, a card is left informing them that their item has been forwarded to the local delivery office to be collected at a convenient time. In the case of non-collection from a delivery office, the item is returned to the sender after 18 calendar days.”
The Royal Mail says it does not keep a record of the items which are eventually destroyed, due to the large number of items that the national returns centre in Belfast handles every day.
We are clearly not going to get to the bottom of what happens in the bowels of the mysterious returns centre, but if you are awaiting a delivery of some value when you know you’re not going to be home, do make special arrangements.
People who know that they will not be at home when an item is expected to be delivered, for example, can use the Royal Mail Keepsafe service which will store mail safely for up to 66 days. The cost varies depending on how long you have it running, but prices start from £13.50 for 17 days.
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