FAQs

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.

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.

• If you need any help with tariff guidelines or indicia placement then you may find these resource documents helpful: Indicia Placement guidelines
  OCR guidelines
  Advertising Mail criteria
  Responsible Mail criteria
• 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.

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.

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 Client Relationship Manager and they will be happy to help.

Please use one of our approved Citipost Mail Indicias, 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 Client Relationship Manager can also double check a proof of your mail piece, prior to printing, if you would like to put your mind at ease.

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.

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 13:30.

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 Client Relationship Manager or the bookings team on 0800 280 806 or email Bookings@citipost.co.uk.

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 Client Relationship Manager.

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 Client Relationship Manager for more details.

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

Your Client Relationship Manager will go through the presentation requirements and guidelines with you, if you have any further queries please contact them and they will happy to assist.

Rejects and Standard Tariff Letters (STL) 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 an STL and are charged accordingly.

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 Client Relationship Manager know and they will send the relevant forms over to you. Find out more on our Agency Agreements page.

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.

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.

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.

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.

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 Client Relationship Manager for more details.