Where is my deed poll?#
If you ordered during working hours on a working day, it was drafted, checked and posted that day, and an email headed "Your deed poll has been posted" told you so. From then on it is with Royal Mail, in the service you chose at the checkout, and the usual time is one to five working days. Tracked and Tracked and Signed orders also get a tracking number by email. If yours has not arrived by the end of its window, tell us and we will help you trace it.
When was it posted?#
Three emails tell you where your order is, each quoting your order reference:
- The order confirmation, as soon as you pay.
- The dispatch email, "Your deed poll has been posted", on the day it goes. It names the delivery service, gives Royal Mail's estimate for it, and lists what is in the envelope.
- The tracking email, "Track your deed poll delivery", for Tracked and Tracked and Signed orders only, once Royal Mail has issued the number.
Orders placed in the evening, at the weekend or on a bank holiday in England and Wales are posted on the next working day. If something in your application is unclear, a paralegal emails you a question before drafting rather than guessing, and the order waits for your reply. If you have had a confirmation but no dispatch email, check your junk folder for that question first.
Which deliveries can be tracked?#
| Service | Working days after posting | Tracking number | Signed for |
|---|---|---|---|
| 2nd Class | 3 to 5 | No | No |
| 1st Class | 1 to 3 | No | No |
| Tracked | 1 to 2 | Yes, by email | No |
| Tracked and Signed | 1 to 2 | Yes, by email | Yes |
| International | 5 to 7 | Not sent | No |
The days are Royal Mail's estimates, counted from the day of posting, not promises we can make. Working days are Monday to Friday, not counting bank holidays in England and Wales. International orders may travel by courier instead of Royal Mail. When will my deed poll arrive? works out the dates for any order day.
Where do I find my tracking number?#
In the tracking email, which shows the number and a button that opens Royal Mail's Track your item page. Royal Mail says its reference numbers are between 9 and 27 characters long, and that it cannot track an item by name or address, so keep the email. Tracking can take a few hours to show anything after posting.
It says delivered, but I do not have it#
Royal Mail's advice is to check who signed, if it was signed for (the name given is the person who accepted it, not necessarily you), then ask anyone you live with, and look with a neighbour or in your Safeplace if you have one. If the scan says delivered today, Royal Mail asks you to allow one more day, because a delivery scan is occasionally made in error. After that, Royal Mail tells recipients to contact the sender, who makes the enquiry. The sender is us, so email us.
I missed a Tracked and Signed delivery#
Royal Mail says it tries again the next working day. If that fails too, it leaves a "Something for you" card and takes the envelope to the local Customer Service Point, where you can collect it or arrange a redelivery; the card has the details. Royal Mail keeps uncollected items for 18 days and then returns them to the sender, so arrange it within that time.
If it has not arrived#
Wait until the last day of the window for your service, then email support@deedpolls-online.co.uk with your order reference, the name on the order and the delivery address. Our terms say what happens next: we help you trace it, make a claim to Royal Mail, and work out with you how to put things right.
Royal Mail deals with the sender, not the recipient: it asks recipients to contact the sender, who makes the enquiry and, where eligible, the claim. That is why it comes through us. Royal Mail says a claim for a 1st or 2nd Class item can be made 10 working days after its due date, and for a Tracked item 7 working days after, and that early claims cannot be processed.
If the address was wrong#
We post to the address you gave at the checkout. If it was wrong, or you are moving, our terms ask you to tell us before dispatch, so email us straight away. Our terms say that once documents have gone to an address you supplied, a fresh copy is a new order, and that responsibility passes to you on delivery to anyone at that address. If you have lost a deed poll after it arrived, a replacement deed poll records the change you already made.
Questions people ask
Can I track a 2nd Class or 1st Class deed poll?
No. They are not tracked services, so there is no number to follow; the dispatch email tells you the day it was posted. If you need to follow it, choose Tracked or Tracked and Signed when you order.
Why does my tracking number not show anything yet?
Royal Mail's tracking can take a few hours to update after an item is handed over. Check again later the same day. If the number is still not recognised the next working day, email us with your order reference.
Is the delivery date guaranteed?
No. The times for each service are Royal Mail's own estimates, not promises we can make, which is why we give a window rather than a single day.
Will the envelope say what is inside?
No. Nothing on the envelope says what it contains, except on post to a prison or to an address abroad, where the sender has to be shown.
Something else? Ask us, and a person replies by email, normally the same working day.
