When a Royal Mail parcel can't be delivered, the recipient is normally offered a free redelivery or collection from a local depot. But there are situations where fees creep in, particularly around missed Special Delivery items, storage charges and surcharges for undeliverable mail. Knowing how redelivery works prevents you or your customer paying twice for the same parcel.
When redelivery is free
For most Royal Mail services, if delivery is attempted and nobody's home, the item is held and redelivery can be arranged free of charge, either to the same address, a neighbour, a safe place or a local Post Office or depot. The first redelivery attempt after a missed delivery is almost always free across standard and tracked services.
Special Delivery and guaranteed services
Special Delivery items have specific redelivery arrangements because of the guaranteed nature of the service. The first redelivery is typically free, but if a guaranteed delivery window is missed and you need a repeat guaranteed delivery, additional charges can apply. Our Special Delivery prices guide covers the service in more detail.
Storage and uncollected item charges
If an item is held at a depot or Post Office and isn't collected within the holding period, it may be returned to sender. While Royal Mail doesn't charge a standard 'storage fee' in most cases, repeated failed deliveries and items that bounce back to you because of an incorrect address can attract surcharges, particularly for international items.
Undeliverable and return-to-sender surcharges
The charges that actually catch sellers out are usually return-to-sender and address-correction surcharges. If an address is wrong or incomplete and the item comes back to you, you may be charged the return postage or a handling fee depending on the service. Getting the address right the first time, covered in our address formatting guide, is the cheapest way to avoid these.
How to arrange redelivery
Redelivery is arranged through the Royal Mail app or website using the reference number on the card left by the postie, or the tracking number on the label. Recipients can pick a new date, redirect to a neighbour or safe place, or request collection from a local depot or Post Office, all without an account in most cases.
Avoiding redelivery in the first place
The best way to avoid redelivery entirely is to encourage customers to nominate a safe place or neighbour at checkout, and to make sure the address on the label is complete and correctly formatted. A clear, correctly printed label with the full address and postcode is the first line of defence against a parcel that can't be delivered.
Who pays when redelivery goes wrong
If a parcel is returned to you as the sender, you're generally responsible for the return postage and any surcharge, then it's on you to either re-send or refund. That's why address accuracy and clear labelling matter financially: every avoidable return eats into your margin, and it's cheaper to prevent than to fix.
Frequently asked questions
Is Royal Mail redelivery free? The first redelivery after a missed delivery is free for most services. Some guaranteed services may charge for a repeat guaranteed delivery.
How do I arrange a Royal Mail redelivery? Use the reference number on the card left by the postie, or the tracking number, on the Royal Mail app or website to pick a new date or redirect the item.
What happens if a parcel isn't redelivered or collected? After the holding period, the item is usually returned to sender, and you may be charged return postage or a handling surcharge depending on the service.
Clear addresses mean fewer redeliveries
Most redeliveries start with a hard-to-read address. A crisp 100 × 150mm direct thermal label keeps addresses and postcodes legible.
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