Royal Mail tracking status
Royal Mail “Returned to sender”: what it means
The short answer
Take actionRoyal Mail could not deliver your parcel and is sending it back, for example because the address could not be identified, nobody collected it within 18 days or it was refused. Once it is on its way back, only the sender can resend it.
When to act: If your address was right and you had no card or chance to collect it, file a complaint now and we send it to Royal Mail.
Also shown as: “Forwarded to Returns Centre” · “Sorry, we were unable to deliver this item on [date] as it was not possible to identify the delivery address. It will now be returned to the sender.” · “Sorry, we were unable to deliver this item on [date] as the recipient is no longer at that address. We're returning the item to the sender.” · “Sorry, we were unable to deliver this item on [date] as the recipient refused to accept it. It will now be returned to the sender.” · “Your item was delivered back to the sender on [date].”
What to do now
- 1
Check the reason in the tracking history.
- 2
If a card was left and the item is still within its 18 days, book a redelivery or collect it quickly.
- 3
Check the delivery address on your order. If it was wrong, correct it in your account so a new delivery goes to the right place.
- 4
Save a screenshot of the tracking with the reason and the date, and your order number, for your complaint.
- 5
Still not sorted? File your complaint here. We write it with you and send it to Royal Mail, so you do not have to chase it yourself.
Going back to the sender with another courier
- USPS: Insufficient address
- Amazon: Undeliverable
- DHL: Returned to Shipper
- OnTrac: Returning package to the shipper
- GOFO: Delivery Failed
- UniUni: Undeliverable
- SpeedX: Return to Shipper
- Cainiao: Return
- Evri: Returned to sender
- DPD: On its way back to the sender
- Parcelforce: Returned to sender
- Canada Post: Item being returned to sender
- Purolator: Item being returned to sender, determined as undeliverable
- Canpar: Returned to sender
- Intelcom: Sorry, your package was undeliverable
- Australia Post: Returning to sender
- Aramex: Return to sender
- CouriersPlease: Return to Sender In Progress
- Sendle: Returned
- NZ Post: Undeliverable
- An Post: We could not deliver your item
What does “Returned to sender” mean?
Royal Mail returns an item when it cannot be delivered or collected. If the address could not be identified, it goes straight back and is not held for collection. If you missed a delivery, Royal Mail keeps the item for 18 days, or 21 days with a customs charge, then returns it by the same service it was sent with.
If there is no return address, the item goes to Royal Mail's National Returns Centre, where it is opened to find the sender. If no address is found, it may be held for one month for an enquiry and then disposed of.
Why does Royal Mail show it?
- The address was incomplete or could not be identified
- Nobody collected it or booked a redelivery within 18 days
- A fee to pay was not paid in time
- The recipient refused it
- The recipient no longer lives at the address
- International restrictions on the item or the service
How long does it last?
The item travels back by the same service it was sent with. Once the sender has it, the tracking can show it was delivered back to them.
Other Royal Mail statuses
- Fee to payTake action
- DelayedKeep an eye on it
- Delivery attemptedTake action
- Tracking not workingNormal
- In transit or We've got itKeep an eye on it
- Delivered but not receivedTake action
- Item retentionKeep an eye on it
- We're expecting itKeep an eye on it
- Ready for deliveryNormal
Who is responsible for a late or missing parcel from Royal Mail?
If you bought it online from a business, the seller is usually responsible until the parcel reaches you. Under UK consumer law (the Consumer Rights Act) the goods stay at the seller's risk until they are in your hands, or with someone you named to take them, unless you chose and booked the courier yourself. The Act does not mention safe places, so if you asked for a Safeplace, the seller may say the parcel was delivered.
If you sent the parcel yourself, your contract is with Royal Mail, under its terms for the service you bought. Standard cover for loss or damage is up to £20 for 1st Class, 2nd Class and Signed For, up to £75 for Tracked 24 and Tracked 48, and up to £750 for Special Delivery Guaranteed by 1pm.
Questions about “Returned to sender”
Why would Royal Mail return a parcel to the sender?
Because the address could not be identified, the recipient refused it or has moved, nobody collected it within 18 days, or a fee was not paid in time.
How long does Royal Mail take to return to sender?
Unclaimed items are held for 18 days, or 21 days with a customs charge, and then sent back by the same service they were sent with. An item whose address could not be identified goes straight back without being held.
Can I stop a Royal Mail return to sender?
If the item is still at the delivery office within its 18 days, book a redelivery or collect it. Once it is on its way back, only the sender can resend it.
What happens if there is no return address?
The item goes to the National Returns Centre, which opens it to look for the sender. If none is found, it may be held for one month and then disposed of.
Based on
- Royal Mail: What does my tracking message mean? (postage tracking terms explained)
- Royal Mail: What happens if Royal Mail can't deliver
- Royal Mail: Situations when Royal Mail can't deliver mail
- Royal Mail: Help with Something for you cards
- Royal Mail: Track your item (status categories and on-page messages)
- royal-mail-tracking library README: Royal Mail tracking event codes and messages (secondary)
- legislation.gov.uk: Consumer Rights Act, section 29 (goods stay at the seller's risk until delivered)
- Royal Mail: Non-account terms and conditions (holding periods, tracked product terms)
- Royal Mail: UK delivery services and compensation cover