How can we help?
Close
  • Interested in our smart hassle free mail services? Find out more!
  • Do you have a query about your parcel delivery? Find out more!

Please fill out this form so we can contact you

Our sister company 13ten deal with all parcels, so if you've had a problem with your delivery simply visit their website and they'll sort it.

VISIT 13ten
Citipost Mail > Resources > FAQs
FAQs

Here are our most frequently asked questions

What is the delivery timeline for sorted mail?

The delivery service is 2-3 days from collection to delivery. This does not include Sundays, Bank holidays or any cases of force majeure. For more information on sorted mail services please see our Sorted mail page.

What is the delivery timeline for unsorted mail?

The delivery service is 3-4 days from collection to delivery.  This does not include Sundays, Bank Holidays or any cases of force majeure. For more information on unsorted mail services please see our Unsorted Mail page.

How do I check if my mail piece conforms to the Royal Mail Tariffs and Guidelines?

If you need any help with tariff guidelines or indicia placement then you may find these resource documents helpful.

If you are unsure, please get in touch with your account manager and they will be happy to help you ensure your mail piece conforms to the relevant tariffs. Call the team on 0203 2600 240 for more information.

How can I get a quote from Citipost Mail?

If you are already in contact with a Citipost Mail sales person, then you can contact them directly.

Alternatively, click here to fill in our online quotation form or call 0203 2600 240 and one of our sales team will be happy to help you.

Does my mail qualify for Advertising Mail?

Please refer to the Advertising Mail criteria for more detailed information on Advertising Mail. If you are still unsure, please get in touch with your customer service account manager and they will be happy to help.

Does my mail qualify for Responsible Mail?

Please refer to the Responsible Mail criteria for more detailed information on Responsible Mail. If you are still unsure, please get in touch with your customer service account manager and they will be happy to help.

Which Indicia should I use?

Please use one of our approved Citipost Mail Indicia's, and refer to our Indicia reference guidelines and Indicia placement and positioning guidelines. You can find more information on both of these areas in our resources section. Your account manager can also double check a proof of your mail piece prior to printing, if you would like to put your mind at ease.

Can I use my own artwork in the Indicia?

It is possible to add your own logo or artwork next to the indicia by using a Stamp like indicia. Please see more information about indicia's and placement guidelines in our resources section.

How do I arrange a collection?

Collections are arranged directly through our bookings team, by filling in a 'Citipost Mail booking form'. For any queries regarding collections and consumables you can get in contact with us on 0800 280 806 or email Bookings@citipost.co.uk. Please note the cut off time for arranging next day collections is 14:00.

How do I cancel a collection?

Should you wish to cancel a pre-arranged collection please do so no later than 10:00 on the scheduled day of collection to avoid any unnecessary costs or cancellation charges. To cancel a collection please either contact your account manager or the bookings team on 0800 280 806 or email Bookings@citipost.co.uk.

How do I arrange my consumables?

Consumables are arranged in the same way as collections, directly through our bookings team, by filling in a 'Citipost Mail booking form'.  For any queries regarding collections and consumables you can get in contact with us on 0800 280 806 or email Bookings@citipost.co.uk.

Please note there is a minimum notice period required for consumable delivery and this directly relates to the volume and type of consumables requested, for further details please do not hesitate to ask your account manager.

What is a Key National Posting (KNP)?

This is defined as any mailing which is made up of more than 1 million mail pieces or 4,000 mail bags/trays. Mailings of this type are subjected to additional notice periods and information requirements.  Please ask your account manager for more details.

What types of consumables do you use?

Citipost may supply magnums, Royal Mail Bags/Sacks, and/or Royal Mail tubs/trays for presentation of your sorted and unsorted mail.

How should I present my mail?

Your Citipost Mail account manager will go through the presentation requirements and guidelines with you. For more details please contact your account manager.

What are rejects/STL's

Rejects and STL's normally occur due to errors in the data file i.e. incorrect addresses, incomplete address, missing or partially missing postcode details. When data is sorted details are checked against Royals Mail's address database if the software is unable to match an address or postcode it will reject the item from the sorted mail file as an STL. As such these can occur in both sorted and unsorted mail. These are then processed and sent into Royal Mail as a Standard Tariff Letter (STL), and are charged accordingly.

What is an Agency Agreement?

You may only have an Agency Account if you cannot claim back VAT. If this is the case an Agency Account can be applied for and it usually takes 6-8 weeks for one to become active. To apply for an Agency Account please let your account manager know and they will send the relevant forms over to you. Find out more on our Agency Agreements page.

Who will sort the data?

The Citipost bureau service can be utilised for data sortation needs. To use this service a completed 'Citipost Mail booking form' with the accompanying data files or line listings will need to be sent to bureau@citipost.co.uk.

Please note that the timelines are as follows:

  • 24hr service to sort and return data.
  • 48hr service to enable us to post the bag labels to the mailing house/posting location.

How do I get labels for my mailing?

Our bureau team will sort the data for you and dispatch bag/bundle/tray labels to your specified address. If you have one of our printers on site bureau can sort the data, send this back to you and you can print your own labels at your own convenience, saving you time.

How do I set up an account?

We'd be delighted to work with you!! If you already have a sales representative, talk to them and you can set up an account by requesting an application for credit. Alternatively if you are completely new to us here at Citipost Mail simply email us by clicking here and we will be happy to take you through the process.

How long will it take to set up an account?

The account set up process timeline is dependent upon all parties prompt completion, but should take no longer than 72hrs. Should you have any specific requirements please contact the client services team on Citipostmail@citipost.co.uk.

What reporting is available after my posting?

Royal Mail EPRO reports can be generated one working day after handover to Royal Mail.  These can be supplied to clients upon request.  Please ask your account manager for more details.

 
Close