Guidance

Posting passports and documents

Updated 14 November 2025

Version 25.0

His Majesty’s Passport Office guidance explaining how we return customers passports and document to them when we have made a final decision on their application.

About: Posting passports and documents

This guidance tells His Majesty’s Passport Office staff how we send customers’ passports and documents to them when their application is complete.

We only use third party courier services in exceptional circumstances where we are unable to deliver a package by secure delivery using either Royal Mail 24 or 48 hour tracked service or Royal Mail Special Delivery in time for travel. Separate guidance is available about using Courier services.

If the customer asks us to return their documents before we have made a final decision about their application, you must follow the Returning documents on live applications guidance.

Contacts

If you have any questions about the guidance and your line manager or senior caseworker cannot help you or you think that the guidance has factual errors then email HM Passport Office’s Guidance team.

If you notice any formatting errors in this guidance (broken links, spelling mistakes and so on) or have any comments about the layout or navigability of the guidance then you can email the Guidance team.

Publication

Below is information on when this version of the guidance was published:

• version 25.0

• published for Home Office staff on 17 October 2025

Changes from last version of this guidance

This guidance has been updated in:

• sections How we return customer documents to UK addresses and How our delivery partners deliver in the UK to show:

  • the Royal Mail services we offer our customers for secure delivery

• various sections to:

  • remove references to DHL Parcel UK as a secure delivery provider in the United Kingdom

  • make some minor changes relating to Royal Mail being our sole secure delivery provider in the United Kingdom

  • remove references to Application Management System (AMS)

  • change terminology from ‘overseas’ to ‘international’ in relation to customers and addresses

How we deliver valid British passports

This section tells HM Passport Office staff how we deliver valid British passports and valid Home Office Travel Documents, sent in with an application, to customers.

HM Passport Office must always return customers valid British passports and travel documents using a tracked delivery service with:

• Royal Mail 24 hour or 48 hour tracked delivery service (UK deliveries only)

• DHL (international deliveries)

• a Royal Mail Special delivery service

• a courier service chosen and paid for by the customer

Royal Mail 48 hour tracked service is the standard secure delivery service provided by HM Passport Office. Royal Mail 24 hour tracked service is used for Digital Fast Track and upgrade applications.

The cost of delivering the new passport securely to the customer, in the UK or internationally, is part of the passport fee the customer must pay.

You must use Royal Mail 48 hour tracked delivery to return any valid British passport or Home Office Travel Document, if the UK customer has not paid for secure delivery and has not provided an alternative secure delivery method. The customer does not have to pay for this service.

You must not return non British passports using a secure delivery method unless the customer has paid for the service.

Returning valid British passports to a UK address

If you are dealing with an application on Digital Application Processing (DAP), you can use Application Received Domain (ARD) to change the delivery method for returning the customer’s documents. For example, if the customer has not paid for our secure delivery service but we need to return a valid British passport.

Returning valid British passports to an international address

We use our international secure delivery partner DHL to deliver customer’s valid British passports to international customers and Local Service offices. See How our delivery partners deliver to international addresses.

How we return customer documents to UK addresses

This section tells HM Passport Office staff how we use the various services provided by our delivery partners, to deliver customers’ documents to addresses in the UK.

We return customers’ documents to addresses in the UK using the delivery method they have paid for, either:

• secure delivery by Royal Mail 48 hour tracked service

• secure delivery by Royal Mail 24 hour tracked service (Fast track and upgrades only)

• Whistl second class post

If the customer sends in multiple applications, they must pay the delivery fee on each application to return any documents by secure delivery. We will always return a valid British passport or valid Home Office Travel Document using Royal Mail 48 hour tracked service (even if the customer has not paid for that service).

If the customer decides they prefer their documents returned by Royal Mail 48 hour tracked service after they submit their application, they can make the additional secure delivery fee payment by contacting the Passport Adviceline.

Documents despatched by secure delivery from an APC (Application Processing Centre) must be available for collection by Post room staff at least one hour before the local collection time to allow time to prepare the packages for collection.

How we return documents to UK addresses

The Document Handling Unit (DHU) will package and return documents to the customer at the end of processing, using the delivery method the customer has paid for.

You, the examiner, will be able to see the service the customer has selected on the Application details – Fees and payments tab.

You must only check this tab if the customer’s documents include a valid British passport or Home Office Travel document and the customer has not paid for secure delivery. This is to make sure that the system is updated with the correct delivery instruction, Royal Mail 48 hour tracked delivery service.

Return documents for Digital Fast Track applications

When we process a Digital Fast Track application at the counter, the documents may be retained and sent to the DHU. All documents for Digital Fast Track applications are returned by secure delivery, even if the customer has not paid the fee when they applied.

The Application tab will show a secure delivery fee even if the customer has not paid this, so that the DHU will automatically use secure delivery for the documents at the end of processing.

UK secure delivery: Royal Mail 48 hour tracked service

We use Royal Mail 48 hour tracked delivery service to return customer’s documents to UK addresses, if the customer has paid for UK secure delivery. This applies to all applications.

You must use either a white A4 or A5 envelope to return a customer’s documents using the Royal Mail 48 hour tracked service. The envelopes used for this service will be pre-printed with these delivery instructions on the front:

Do Not Safeplace

Do Not Deliver to Neighbour

THIS IS NOT A CIRCULAR

Important Documents Enclosed

Fast track and upgrades: Royal Mail 24 hour tracked service

We use Royal Mail 24 hour tracked delivery service to return customer’s documents to UK addresses, for Fast track and upgraded applications. This applies to all applications.

You must use either a white A4 or A5 envelope to return a customer’s documents using the Royal Mail 24 hour tracked service. You must add ‘Fast track’ in the top left hand corner of the envelope. The delivery instructions pre-printed on the front of the envelope will show:

Do Not Safeplace

Do Not Deliver to Neighbour

THIS IS NOT A CIRCULAR

Important Documents Enclosed

Whistl second class post

We will return UK customer documents using Whistl second class post if they do not pay for secure delivery or supply an alternative delivery method.

Whistl Ltd will collect these envelopes from the post room and arrange transportation to Royal Mail. Whistl Ltd are responsible for:

• collecting the second class Whistl envelopes or packages from the Post room

• taking these items to their nearest Whistl depot for sorting

• transporting these items to Royal Mail for delivery

Royal Mail will complete delivery of the packages to the customer by second class post.

Customer provides a self-addressed envelope for return of documents

This section tells HM Passport Office staff how we handle self-addressed envelopes provided by the customer.

If the customer sends any sort of self-addressed envelope (for example, an envelope with or without a Royal Mail stamp) to return their documents you (the examiner) must check the envelope has the same return address as the application, and investigate any different addresses.

If we use the different address, you must record it in the Document delivery address or Passport delivery address.

You must process the application and return the envelope unused with the customer’s other documents. You must return the envelope and the customer’s other documents by the delivery method selected by the customer or offered for the type of service they have applied for, as per this guidance (for example, either Royal Mail 48 hour tracked UK delivery service or international secure delivery, or second class post).

If the customer has paid for our secure delivery service and sends a self-addressed envelope you must return it to them, with their documents, using a Royal Mail 48 hour tracked UK delivery service envelope.

If the customer has not paid for secure delivery but has sent a pre-paid self-addressed envelope (for example, Royal Mail Recorded or Special Delivery), you must use this to return the customer’s documents, if it is an acceptable address.

When you complete the application the Document Handling Unit (DHU) staff will return the unused envelope to the customer along with their other documents.

How we return customer documents to international addresses

This section tells HM Passport Office staff how we use the various services provided by our delivery partners, to deliver customers’ documents to international addresses.

We return customers’ documents to international addresses using the delivery method the customer has paid for, which will be based on the country they want the documents delivered to (this is usually where they live). See International submission routes and Local Services and Delivery addresses.

All documents being sent to international customers leave HM Passport Office in a white envelope with a yellow square printed in the top right hand corner.

Once our international secure delivery suppliers, DHL, receive the package, they will re-envelope it, if required (for example, DHL will place the white envelope within a DHL envelope).

International customers must pay the delivery fee for each application they send us (if it has documents to return). You must not combine documents from multiple applications into one envelope, each application (holding documents) must have its own envelope. See Passport fees and Connected and block applications.

How we return documents to international addresses

The Document Handling Unit (DHU) will package and return documents to the customer on applications, at the end of processing.

You, the examiner, will be able to see the service the customer has selected on the Application details – Fees and payments tab, but you do not need to view or change this information if you are processing an application from an international customer.

Post Room handling of international envelopes

Staff in the Post Room will process international envelopes using the Post room: sending documents by DHL guidance.

How we return documents after using local print

This section tells HM Passport Office staff how we return the customer’s documents and passport, if we have issued their new passport using our local print facilities.

We will return the customer’s new passport in a Royal Mail 24 hour tracked service envelope if the:

• customer’s new passport is printed using our local print facilities in an Application Processing Centre (APC)

• the customer requests a braille sticker and is not a Premium application

You must return any supporting documents in a separate Royal Mail 48 hour tracked service envelope.

This service is available for UK applications only and the postage cost is included in the UK passport fee.

When we print passports in local print, the documents will be returned by the DHU (Document Handling Unit) if they have been handled there.

Sending Digital Fast Track and Premium passports from local print

You must make sure you use the correct envelope if you need to print the customer’s passport using local print. If the customer is not collecting their passport and we must post the new passport and documents to them, you must use:

• a white secure delivery envelope showing ‘Fast Track’ (in the top left corner) if:

  • it is a Fast Track passport printed using local print but posted to the customer

  • it is a Premium upgrade passport that we must post to the customer

  • the customer’s passport must be re-issued due to an error and posted to the customer urgently

  • the customer asks for a Braille sticker

The envelope is sent using Royal Mail 24 hour tracked service.

If the customer is collecting their new passport and documents from a public counter, you must use:

• a yellow envelope (for urgent and compassionate travel)

• a red envelope (for digital Premium applications)

We must give any application where we must print the passport locally and send it the same day, to the Local Print room at least two hours before the local collection time. You must check the local arrangements in place with your Local Print and Post Room to make sure they have sufficient time to prepare the passports for despatch.

Local print: using Royal Mail Special Delivery

There must be an exceptional reason to use Royal Mail Special Delivery and not charge the customer. For example, we may use it to meet the customer’s urgent travel need, following an error by HM Passport Office.

You must print the passport locally and return the new passport with the customer’s documents using Royal Mail Special Delivery (free of additional charge) if both the following applies:

• the customer needs the new passport before 13:00 the next working day

• we have missed HM Passport Office service levels (see Upgrades: how to deal with passport service upgrades – Upgrade fees: free (gratis) upgrades).

If we have not missed our published service levels and the passport is not needed by 13:00 hours, the customer must pay the additional fees.

Customer requests Royal Mail Special Delivery

If the customer is having their passport printed in the Local Print room and wants to use Royal Mail Special Delivery, they must pay the extra Royal Mail fee to us. See Passport fees for how to take and process the additional fee.

If HM Passport Office have made an error in issuing a passport, you can use Royal Mail Special Delivery to send the new passport to the customer. The reason for using Special Delivery must be authorised and case noted by a higher executive officer (HEO). A loss due to a Royal Mail mis-post is not sufficient reason to use this service.

The customer can request and pay for Special Delivery for delivery:

• next day by 1:00pm

• next day by 9.00am (not available in all areas)

You must only use Special Delivery before 9.00am if the customer must receive their delivery before 9am.

To guarantee the Special Delivery envelope reaches the customer the next day, you must first check with your local Post room what time the envelope needs to be there and make sure it reaches them by that time.

How our delivery partners deliver in the UK

This section tells HM Passport Office staff how our delivery partner, Royal Mail deliver customer’s documents and passports to addresses in the UK.

Royal Mail are our secure delivery provider in the UK and will always try to deliver to the address on the envelope. They will deliver to:

• letterboxes on the outside of a property

• houses with multiple letterboxes

• multiple occupancy properties (for example a block of flats)

Royal Mail will collect the package from the APC (Application Processing Centre), Document Handling Unit (DHU) or Central Print and attempt delivery between 7am and 8pm for:

• Fast track the next working day (24 hours)

• Standard applications no later than the second working day after collection (48 hours)

Royal Mail will deliver packages for a British Forces Post Office (BFPO) address using a dedicated courier schedule from Monday to Friday. The guard on duty at the base, main gate will sign for the packages.

Royal Mail tracked delivery: re-delivery

If Royal Mail tracked delivery (24 or 48 hour service) cannot deliver the customer’s items, they will text the customer to tell them they will attempt redelivery the following day or give information about alternative delivery options. When a customer contacts them, the supplier will offer:

• re-delivery to the address on the envelope

• collection from a Royal Mail customer service point, including Post Office branches

Royal Mail will not offer or arrange a re-delivery to another address. If the customer asks them to deliver to an alternative delivery address, they will tell the customer to contact HM Passport Office. The UK Delivery team (UKDT) will ask for:

• the package to be returned to them

• evidence of the new address (see Delivery addresses for passports and documents)

UKDT will then arrange to repackage the item for delivery to the new address.

Royal Mail signed services: calling cards and re-delivery

If Royal Mail cannot deliver on the first delivery attempt, they will:

• leave a calling card to tell the customer they will try to deliver the package again the next day

• update Track and Trace with further information.

If the next day, Royal Mail attempt to deliver the package and are unsuccessful, they will:

• leave a calling card to tell the customer they must contact their nearest depot to arrange for either collection or another redelivery of the package

• update Track and Trace with further instructions

Royal Mail: undelivered items

Royal Mail will return any package they cannot deliver to the UK Delivery team (UKDT) after 18 days. UKDT will investigate and attempt to resolve the problem of non-delivery.

How our delivery partners deliver to international addresses

This section tells HM Passport Office staff how our delivery partners deliver customer’s documents and passports to international addresses.

HM Passport Office uses our international secure delivery partner DHL to deliver customer’s new passports and documents to international customers and Local Service offices. They also deliver any applications and documents between Local Service posts and Immigration Enforcement International (IEI).

DHL receive international customers’ delivery items by:

• collecting documents from APCs (Application Processing Centres)

• collecting documents from DHUs (Document Handling Units)

• receiving deliveries of new passports from Royal Mail

DHL will use the customer information from the outside of the package to record each item and generate a unique waybill number. They then add the information onto their website to allow customers to track their packages.

DHL must get a signature for all international deliveries, this includes delivery:

• direct to the customer

• to some Local Service locations

• to a third party courier

DHL will try to deliver the customer’s package 3 times, over a 30 day period, leaving a calling card each time if there is no reply. The calling card will ask the customer to contact them to arrange a re-delivery.

DHL will return the customer’s package to the International Delivery team (who also act as liaison between HM Passport Office and DHL) if they are unable to deliver it. The International Delivery team will try and contact the customer to re-arrange delivery, see Secure delivery: UK and international investigations. If they cannot contact the customer, they will cancel and destroy the passport (see Secure delivery: undelivered passports and supporting documents and archive the customer’s supporting documents).

Royal Mail will deliver all Diplomatic bags to a UK British Forces Post Office (BFPO) address for the Foreign, Commonwealth & Development Office (FCDO) who will arrange to send them to international addresses.

How to track delivery progress

This section tells HM Passport Office staff how to track the progress of delivery of passports and supporting documents by our secure delivery providers.

You may be asked by customers or different business areas to check on the progress of the delivery of a package (passport or documents) which will be delivered by one of our secure delivery providers.

Delivery of passports from central print

New passports sent for central print are collected for delivery by Royal Mail

After Royal Mail collect a package from central print for delivery, the Royal Mail tracking number is added to:

• passport notes

• case notes on the timeline

You can search the Royal Mail tracking portal to check on delivery progress using either the tracking number or the passport application number (PAN).

Delivery of documents sent by Document Handling Units

The Document Handling Unit (DHU) will send the package by Royal Mail 48 hour tracked service when:

• a customer has paid for the return of their supporting documents by secure delivery to a UK address

• the application is Digital Fast Track and the documents are in the DHU

A Royal Mail tracking number is added to the Item details tab in Application Receive Domain (ARD).

You can search the Royal Mail tracking portal to check on delivery progress using either the tracking number or the passport application number (PAN).

If a customer has paid for the return of their supporting documents by secure delivery to an international address, the DHU will send the package by DHL.

You can track the delivery of internationally submitted passports and supporting documents using DHL Proview. (see DHL: One Track international delivery tracking using Proview).

Delivery of UK packages sent from an Application Processing Centre

If a passport is printed in a Local Print room, we use Royal Mail 24 hour tracked delivery service to send the passport and use Royal Mail 48 hour tracked delivery service to send any supporting documents to the customer’s UK address.

If a customer has paid for their supporting documents to be returned secure delivery, we use Royal Mail 48 hour tracked delivery service to return them to the customer’s UK address from an Application Processing Centre (APC).

A label for the Royal Mail tracked service (24 or 48 hour) is added by the post room before the packages are collected by Royal Mail for delivery. The label shows the tracking number for the package.

Customer Service Management team (CSMT) will need to contact the local post room to ask for the tracking number of a locally printed passport as the tracking number is not assigned automatically in our passport records.

The UK Delivery team (UKDT) and CSMT have access to the Royal Mail (RM) Click and Drop system. The access given to users of RM Click and Drop only allows them to search what has been sent out from their own office. UKDT have access to different regions so there is sufficient coverage for the whole of the UK.

These teams can use the tracking number or passport application number (PAN) to check the delivery progress of a package.