Delivery of BT parcels by Royal Mail

Coronavirus: Delivery, installation and repair information >

What happens if I'm not available to take delivery?

Wherever possible, Royal Mail will leave your parcel in a dry, secure location. If you don't specify a location when your place your order, then typically this will be:

  • With a neighbour
  • Your front or back porch
  • In your garage
  • In a shed or outbuilding

Royal Mail will leave a card telling you where the parcel has been left. If there's no suitable place to leave the parcel, then you'll need to either collect the parcel from your local delivery office or re-arrange delivery.

TV equipment needs to be signed for, and so won't be left in a safe place.

Will Royal Mail attempt to re-deliver my parcel the day after the original attempt as standard?

No. Royal Mail will only make one delivery attempt as standard. You then need to contact them via the number or web address on the calling card to re-arrange delivery.

What are my options for re-arranging delivery?

You can re-arrange delivery either by phone or via the Internet. The calling card will have the phone number and web address you need.

What are the opening times of my delivery office?

Your calling card will tell you the opening hours of your local delivery office and how long you should wait before attempting to collect your parcel.

Can I pick my parcel up from my local Post Office?

Yes, but you will need to arrange redirection from the Royal Mail delivery office. The calling card has the details. Also you will incur a 70p redirection charge per item when collecting the parcel from the Post Office.

Can I have my parcel delivered on a Saturday?

No. Deliveries are on weekdays only unless you have ordered premium delivery for your equipment.

Will my parcel be delivered on a Bank Holiday?

No. Any orders incorrectly placed for a Bank Holiday will be delivered on the working day before the Bank Holiday.

Can Royal Mail provide a specific time for delivery?

No. Your parcel will be delivered any time between 7am and 6pm (unless you have ordered premium delivery) however Royal Mail will text you ahead of your delivery.

Will Royal Mail call me before attempting delivery?

No, this is not possible however Royal Mail will text you ahead of your delivery.

Will I be reminded of my delivery date beforehand?

If you gave us an email address when you placed your order, we'll send you an email to confirm the delivery date. Royal Mail will text you ahead of your delivery and the delivery date is also on your welcome letter.

I've received a text message about my delivery - is this genuine?

Yes, Royal Mail will send you a text ahead of your delivery.

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