DX delivery services on behalf of Her Majesty’s Passport Office

Do you agree with dxdelivery.com’s 4-star rating? Check out what 47,512 people have written so far, and share your own experience. Read 46,681-46,700 Reviews out of 47,512. Yes you can contact DX in order to upgrade your delivery to a timed slot at an additional cost www.dxdelivery.com/redelivery. Please note, booking a delivery window will incur a.

Who are DX?

DX are a leading independent logistics and parcel distribution company operating throughout the UK & Ireland. We have delivered items securely on behalf of Her Majesty’s Passport Office since 2004 and were re-awarded the contract in 2016.

When will my item be delivered?

DX have 48 hours to attempt a standard service and 24 hours for a Fast Track delivery.
The first delivery attempt will always be to the address on your application.
Please note, a specific hour of delivery is not available; our normal hours of delivery are between 8am and 6pm.

Can I have a timed delivery?

Yes you can contact DX in order to upgrade your delivery to a timed slot at an additional cost www.dxdelivery.com/redelivery.
Please note, booking a delivery window will incur a charge.

How do I track my item?

You will need your reference number which can be found on your text message, calling card or reminder letter and the postcode of the address on your application.
Please visit us at www.dxdelivery.com/tracking for the latest information regarding your item.

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The text message said I would need to sign for my delivery. Will I need to show ID?

ID is only required for redeliveries or collections.

Who can sign for my delivery?

You, a friend or relative can accept delivery at your address (ID is only required for redeliveries or collections).

What if I am not at home when you attempt delivery?

If your text message states you will be required to sign for the delivery, the DX courier should leave a calling card if you have your own secure letterbox leading directly into your property.

If you do not have your own secure letterbox leading directly into your property, a reminder letter will be posted via Royal Mail to arrange a redelivery. DX will also endeavour to contact you via text message following a failed delivery attempt to arrange a redelivery.

If the text message states a signature is not required for the delivery, DX couriers will typically post it through the letterbox. However they will not deliver items into external postboxes, or where there is a bank of postboxes even if individually numbered. Instead they will leave a calling card to arrange a redelivery.

How do I arrange a redelivery?

You can book a redelivery back to the address on your application on a date that suits you at www.dxdelivery.com/redelivery.
The first delivery attempt will always be to the address on your application even if redelivery to a new address is requested. If you have already rearranged delivery, please ignore the calling card.
You may also be able to book a redelivery:

• to the DX Service Centre for collection – please contact the DX Contact Centre
• to a HM Passport Office Area Office for collection – please contact the DX Contact Centre
• in exceptional circumstances, to your work address.

DX may need to obtain authority from HM Passport Office for a change of delivery address.
Please note you cannot book a redelivery to a second residential address.

Who can sign for my redelivery?

For security reasons, the DX courier will ask for proof of your identity at the time of redelivery.
Another adult may sign for your redelivery but they must be able to show proof of both your identity and their identity as well as a letter of authorisation written by yourself giving them permission to sign for the item.
16 year olds – are counted as if an adult applicant – they can sign for their own item and show a birth certificate if no other ID is available.

What ID is acceptable for redelivery of my item?

Acceptable forms of ID are:

• valid UK driving license (full or provisional) or
• old or new passport or
• credit or debit card or
• two recent household bills (dated within the last 3 months)

What if I have moved address?

If you have moved address since making your application please contact the DX Contact Centre.
DX must obtain authority from HM Passport Office to authorise delivery to a change of residential address.

I have received a delivery which was not meant for me?

Please do not return the item using Royal Mail. We will come to your property to collect the item.
Please call us on the number on the back of your envelope.

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Need to contact DX or still have questions?

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When contacting us please provide your reference number and the postcode from your application.
You can contact DX:

• by email at e-support@thedx.co.uk
• by phoning the DX Contact Centre on 0333 241 0105*.

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The DX Contact Centre is open Monday to Friday, 8am to 6pm and Saturday, 8am to 4pm. *Calls to 0333 numbers will cost no more than calling a standard geographic number starting with 01 or 02 from your fixed line or mobile and may be included in your call package dependent on your service provider.

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