Keepsafe® Help Hub

We need five working days to set up your Keepsafe, so you should apply as soon as possible.

You can still apply if you’re going away in less than five days. But please be aware that some mail may be delivered before the service starts.

This is the date you select when applying.

Please note: Keepsafe is priced in brackets – up to 10, 17, 24, 31, 66 or 100 days. If you choose the full period (eg 10 days), this includes the end date. If you need your Keepsafe to run for longer, you’ll move into the next price bracket.

You specify how long you would like your mail to be held by Royal Mail. However, we can only hold your mail for up to 100 days.

We’ll deliver your mail within two working days of the end date you requested for your Keepsafe.

We can’t hold mail delivered to you by other delivery services such as Parcelforce.

If we can see an item contains something perishable (such as flowers), we may either return it to the sender immediately or dispose of it.

For more details please see the Keepsafe terms and conditions.

We’ll put a Something for you card with your mail to let you know we need a signature.

Please note:

• We can only hold these items for 18 days.
• If you’re away beyond this period we’ll have to return the item to the sender.

We'll hold your redirected mail along with your other mail. We'll deliver it all together when your Keepsafe ends.

You’ll need a Business Keepsafe. 

• We’ll also hold onto your personal mail. This will be included in the fee.
• This includes sole traders.
• We’ll also include other members of the household who want their mail held.

We’re sorry, but if you’ve already got a personal Keepsafe set up, you can’t add any business mail to it. If you also want your business mail held, you’ll have to set up an extra Business Keepsafe.

No, for security reasons our staff can’t hand over your mail.

To receive your mail earlier you’ll need to cancel your Keepsafe. We’ll then arrange for your held mail to be delivered.

We’re sorry, you can’t renew/extend a Keepsafe. You’ll need to apply for a new one instead.

There are a few reasons this might happen:

1. Did the Keepsafe start on the date you requested?

Please check your confirmation email or letter for the start date. We need five working days to set up a Keepsafe.

If you applied with less than five working days’ notice, some mail may be delivered before the service starts.

2. Was the right end date selected?

You can find the end date on your confirmation email or letter. This will be the date chosen on the application form.

3. Was everyone in the household included?

Please check your confirmation to see which names were included in the application.

If you didn’t request all mail to the address to be included on the application, we may deliver some items as normal. This includes items addressed to ‘The Occupier’ or to people not named on the application.

4. Have we contacted you asking for more details, signatures or payment?

This could delay your application and put back your start date.

Please note: mail will be delivered as normal until we have everything needed to process the application.

5. If none of the above applies

Please complete our online form.

Give as much information as possible. This could include the delivery date of any items and the service used (eg 1st Class, Special Delivery Guaranteed®).

We aim to deliver all mail held under the Keepsafe within two working days of the end date.

Please note: depending on the volume of mail held, this can arrive separately from your standard mail delivery.

If two working days have passed since your Keepsafe end date and you haven’t received any mail let us know by completing our online form.

You should receive your confirmation letter within five working days of applying. If you haven’t, please call our dedicated team on 03457 777 888. We're open Monday to Friday 8am-6:30pm, Saturday 8am-3pm and Sunday 9am-2pm.