FAQ
Find answers to common questions about using the UK returns address service, including mailing names, parcel handling, forwarding, ID checks, and cancellation.
Frequently asked questions
Common questions about the UK returns address service.
What kind of address will I be given?
You'll be authorised to use a real UK street address as your returns address.
The address is based in Birmingham in the Midlands, but you do not need to be based in the UK or near that location to use the service. The full address is released after sign-up to prevent unauthorised use.
What's the difference between this service and a PO Box?
The service provides a real physical UK mail address rather than a PO Box, which can offer a better impression and stronger credibility.
It also includes flexible handling options and is intended to be more private, discreet, and affordable than a typical PO Box.
Who can use the service?
The service is designed for anyone who sells small to medium sized products online, regardless of volume.
It is suitable for individuals, sole traders, and companies from the UK and around the world.
What can you receive?
The service can accept small to medium sized parcels and packages, including signed-for deliveries, provided items are not excessive in weight or size.
How will you know what parcels are for me?
When you give out your returns address, customers must include your mailing name, such as your store or brand name.
You must also inform the service of the mailing names you intend to use so returns can be matched to your account.
How many different names can I receive returns for?
Each package includes 2 mailing names as standard.
If you need more than two names, additional mailing names can be added at GBP 2.99 each per month.
What happens when you receive returns for me?
Returns are handled according to the instructions you provide during sign-up.
If your handling preferences change later, you can update them by contacting the service.
What are the post handling options?
You can ask for returns to be:
- forwarded to you in the UK or worldwide
- stored until further notice
- collected in person by appointment
- inspected and logged
- disposed of
Handling preferences can be changed by contacting the service.
Can I collect my returns?
Yes, but collection is by appointment only so your items can be prepared in advance.
You will also need to show proof of ID before items are released.
How long will it take to receive my returns?
If returns are forwarded within the UK, they typically arrive 1 to 2 working days after dispatch from the warehouse.
International forwarding normally takes 3 to 7 working days. If you request inspection, photography, notification, or logging, the service aims to complete that within 24 hours, excluding weekends and bank holidays.
Can I use the address with Companies House?
No. The service is strictly for product returns only.
The address must not be used as a virtual office, for general correspondence, or with Companies House.
Do I need to provide ID?
Yes. You can start using the address immediately after sign-up, but before any received returns can be released to you, you must provide photo ID for basic verification to meet legal obligations.
What if I want to cancel?
If you no longer require the service, you should contact the provider to cancel.
Your account will end at the close of the current billing period and any returns still held or received after that point will be disposed of.