Hello,
I'm very confused to what could be causing this, and what my next action should be.
My reference is RF505564546GB
I sent an envelope with 2 original documents (A4 papers) from the UK to Dubai. The envelope has been stuck in the same status since March 31st. I understand it is at Heathrow, but I'm confused where it would be.
Is this something that is common and I should just be more patient, or over a week with no status change is something that could be worrying
I called Royal Mail, the operator mentioned that it most probably is with customs but they can't say for sure nor do I have any way of really finding out until May 19th (I can't wait until that date; I've got a legal process ongoing, that relies on those papers).
I don't know what I should/can do to get this escalated.
Thanks
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Letter stuck at Heathrow for over a week
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For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
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For help with tracking please see...HERE
For information about your item being in HWDC Langley please see...HERE
For information about any other mail or if you have a complaint or general query, we first suggest you contact Royal Mail, see the link HERE.
Implications on mail after the UK's exit from the EU
From 1st January the rules for sending and receiving items to and from the EU will change.For more details please see... HERE
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Snaggletooth
- EX POST OFFICE
- Posts: 2220
- Joined: 13 Sep 2011, 20:17
- Gender: Male
Re: Letter stuck at Heathrow for over a week
It appears to be at Mount Pleasant sorting office, not Heathrow.
Given where it has stopped and for how long it looks like there might be a problem with the parcel.
1. Did you attach a customs declaration?
2. Did you write the recipient’s phone number on the outside of the packet?
3. Did you include anything other than documents? E.g. cash could cause a problem.
Given where it has stopped and for how long it looks like there might be a problem with the parcel.
1. Did you attach a customs declaration?
2. Did you write the recipient’s phone number on the outside of the packet?
3. Did you include anything other than documents? E.g. cash could cause a problem.
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menditsa
- Posts: 369
- Joined: 22 Jun 2024, 08:06
- Gender: Male
Re: Letter stuck at Heathrow for over a week
As Snaggle said
International mail requires a CN22 or CN23 customs form to filled out and attached.
International mail requires a CN22 or CN23 customs form to filled out and attached.
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moelj
- Posts: 3
- Joined: 09 Apr 2025, 13:00
- Gender: Male
Re: Letter stuck at Heathrow for over a week
Thank you for the replies.
I did put the phone number of the recipient, next to their address
The envelope didn't contain any cash, it contained 2 pieces of paper (A4), which are 2 documents in my name.
I didn't fill any form that I remember; when sending it on the parcel shop, the teller did fill the customs vignette, with my phone number and address, and clearly stated what the 2 documents in there were.
Do you think it's stuck there? What can I do to either retrieve my documents or get the ball rolling and then sent to destination?
I did put the phone number of the recipient, next to their address
The envelope didn't contain any cash, it contained 2 pieces of paper (A4), which are 2 documents in my name.
I didn't fill any form that I remember; when sending it on the parcel shop, the teller did fill the customs vignette, with my phone number and address, and clearly stated what the 2 documents in there were.
Do you think it's stuck there? What can I do to either retrieve my documents or get the ball rolling and then sent to destination?
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Snaggletooth
- EX POST OFFICE
- Posts: 2220
- Joined: 13 Sep 2011, 20:17
- Gender: Male
Re: Letter stuck at Heathrow for over a week
You should always fill out the customs form yourself: the counter clerk is not supposed to do that unless the customer has a disability which affects their ability to write.
This *could* be the problem.
There is no way of influencing the process.
This *could* be the problem.
There is no way of influencing the process.
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Snaggletooth
- EX POST OFFICE
- Posts: 2220
- Joined: 13 Sep 2011, 20:17
- Gender: Male
Re: Letter stuck at Heathrow for over a week
If there is a problem with the customs form or similar issue then Royal Mail will send it to the return address that you put on the outside of the packet.
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moelj
- Posts: 3
- Joined: 09 Apr 2025, 13:00
- Gender: Male
Re: Letter stuck at Heathrow for over a week
Hello again,
I have chased Royal Mail, escalated and got someone looking into it.
Now I see the status has changed to "Available for Redelivery or Collection
Southwark CSP"
As I know where that is, can I just go there to pick it up?
I received no note to my home, nor did I receive any email or communication, I was just checking that tracking website daily.
Do you know if they're open on Monday bank holiday?
It says in between moving around Rotherhithe DO: "Delivery Attempted - No Answer DUBAI". Is that just some automated message that makes no sense. Clearly they made no attempt to deliver it in Dubai
At this point, I just want to get back my original documents.
In the meantime, I have asked for replacement certificate (cost me) and sent in a different way, can I claim those cost to Royal mail?
Thanks for the earlier responses, which gave me lots of clarity
I have chased Royal Mail, escalated and got someone looking into it.
Now I see the status has changed to "Available for Redelivery or Collection
Southwark CSP"
As I know where that is, can I just go there to pick it up?
I received no note to my home, nor did I receive any email or communication, I was just checking that tracking website daily.
Do you know if they're open on Monday bank holiday?
It says in between moving around Rotherhithe DO: "Delivery Attempted - No Answer DUBAI". Is that just some automated message that makes no sense. Clearly they made no attempt to deliver it in Dubai
At this point, I just want to get back my original documents.
In the meantime, I have asked for replacement certificate (cost me) and sent in a different way, can I claim those cost to Royal mail?
Thanks for the earlier responses, which gave me lots of clarity
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yellowbelly
- Posts: 3565
- Joined: 23 Jun 2015, 15:51
- Gender: Male
Re: Letter stuck at Heathrow for over a week
https://www.royalmail.com/services-near ... ce-se1-5se
Doesn't appear to be open Monday according to that webpage. As you have the tracking number you might be able to arrange a redelivery back to yourself through the website but not totally sure for a 'return to sender' item.
There is what I think is a bit of anomaly in the way we scan items that are being returned to sender - we (the postie at the doorstep) don't have an option to scan something that is being returned as 'returned to sender'. I think your postie has tried to deliver the item back to you and has scanned it as 'No answer' at your address, but because the item was going to Dubai that's why it's got Dubai in that entry. Does your postie normally get to your address around 11 oclock (as per the tracking)? Were you out at that time?
But why your postie hasn't left a note through your door advising you of the return of your item and options to receive it - I don't know.
Further to the 'Return to sender' scan, if your item was stopped at customs (maybe) they won't scan it as anything - they're customs, they'll just pass it back to RM for return to sender. If it was a domestic UK address then the postie at the delivering address does have an option to mark an item for 'Return to sender'. It's just when it gets back to the senders address we don't have a scan for 'Returned to sender' - it's weird.
Doesn't appear to be open Monday according to that webpage. As you have the tracking number you might be able to arrange a redelivery back to yourself through the website but not totally sure for a 'return to sender' item.
There is what I think is a bit of anomaly in the way we scan items that are being returned to sender - we (the postie at the doorstep) don't have an option to scan something that is being returned as 'returned to sender'. I think your postie has tried to deliver the item back to you and has scanned it as 'No answer' at your address, but because the item was going to Dubai that's why it's got Dubai in that entry. Does your postie normally get to your address around 11 oclock (as per the tracking)? Were you out at that time?
But why your postie hasn't left a note through your door advising you of the return of your item and options to receive it - I don't know.
Further to the 'Return to sender' scan, if your item was stopped at customs (maybe) they won't scan it as anything - they're customs, they'll just pass it back to RM for return to sender. If it was a domestic UK address then the postie at the delivering address does have an option to mark an item for 'Return to sender'. It's just when it gets back to the senders address we don't have a scan for 'Returned to sender' - it's weird.