DHL DELIVERY SERVICES ON BEHALF OF HER MAJESTY’S PASSPORT OFFICE

DHL is the global market leader in the international delivery business, specialising in express deliveries to all corners of the world. We have been delivering passports and supporting documents on behalf of Her Majesty’s Passport Office (HM Passport Office) since 2011.

DHL or a local delivery partner will attempt to deliver your items from HM Passport Office within 7 working days of receipt.  We'll deliver to the address that you gave to HM Passport Office.  Someone will need to sign for each item.

We'll attempt to deliver during normal business hours in your country.

DHL will usually make 2 separate deliveries. One will be to deliver your new passport and the other will be to deliver the supporting documents that you sent with your passport application.  There may be a rare occasion where we are able to send you your new passport and supporting documents in the same package.

Your passport and supporting documents will normally be delivered separately and may be several days apart.

You will need your passport application reference number which was given to you during the application process and which can be found on the email we sent you.

Track your items

1. You must enter the passport application reference number into the field where you are asked for the “Shipper’s Reference”. Please note that if your passport application reference number begins with the letters ‘PEX’ you will need to exclude these first three letters when entering your number.
2. Where it states “Date range for shipment – From” please enter the approximate date you applied for your passport.

The system will show tracking information for the items linked with your passport application. Each item (passport and supporting documents) will be listed under its unique tracking number (Waybill number). You'll need this number if you want to reschedule your delivery. 

This is your passport application reference number which was given to you during the application process and which can be found on the email we sent you.

You don't need the exact date.  You don't need the exact date. If you applied during a particular month, use the first of that month.  For example, if you applied in March 2018, put 01/03/2018. 

This is a unique reference number that DHL assigns to a package for delivery and it can be found on the email we sent you.

Any person at the delivery address can sign for your item. The person signing for the delivery is not required to show any identification. ID is only required for collections from one of our service points or depots. 

As the delivery charge is included in your passport application fee, there will be no charge to you at the point of delivery.

We have emailed you to advise you on the progress of each delivery that we will make. For the majority of customers, this is one email for supporting documents and one email for the passport.

Very rarely, you may receive a further e-mail as there may have been a need for us to change your waybill number.

Very rarely, we may need to change your waybill number after we have emailed you. The online delivery status on the original waybill number will show ‘returned to shipper’ as the default status.  The second number is the one with which to track the item and will be shown online as soon as possible after the waybill number has been changed.

Anyone at your delivery address, for example you, a friend or relative can accept the delivery. ID is only required when collecting from one of our service points or depots.

You can book a redelivery at a time of your choice on the DHL website.

You can book a redelivery to the same address on a date that suits you after a failed delivery attempt. Details on how to arrange a redelivery are given on the failed delivery calling card.

If there is nobody at home when we attempt to deliver your item, the DHL courier or local delivery partner will leave a calling card if you have your own secure letterbox leading directly into your property. The DHL calling card will look like the example picture below (there may be some in-country variations).  If the attempted delivery was carried out by one of our third party delivery partners, the design of the calling card will be different but the information on the card will be similar.

Your item will then be returned safely to our nearest depot awaiting your further instructions. For security reasons we can’t leave your item with a neighbour.

You can use information given in your pre-delivery email alert or on your failed delivery calling card to contact us to arrange for redelivery or collection from our depot.

DHL need someone to sign for each delivery.  If no one is at home and your letter box is secure, a calling card will be left.  If your letterbox is shared, a calling card can't be left and we'll attempt to deliver your item two more times.  You can also reschedule your delivery for when someone is home to sign for it or collect it from a DHL service point. 

The DHL website provides information for contacting your local DHL service agent by telephone or email. You can raise an enquiry, give information relevant to your delivery or change your delivery. This includes changing the delivery date or choosing to collect your item from a local service point.  Find your local DHL office

After a failed delivery attempt we will hold the item for 30 days and attempt to redeliver 2 more times. If after 30 days from our first attempted delivery, we have received no contact from you and we haven’t been able to make a successful delivery, DHL will arrange for the safe return of your item to HM Passport Office in the UK. If you are a resident in Gibraltar your shipment will be passed to your local Civil Status and Registration Office instead of being returned to the UK.

Redelivery to an alternative address (an address that is different to the one you gave to HM Passport Office) is only allowed in exceptional circumstances. Such requests need proof of identity and a valid reason for the change of address. DHL will need to seek approval from HM Passport Office before agreeing to any request.

You can arrange to collect from a local service point. 

The DHL website provides information for contacting your local DHL service agent by telephone or email. Find your local DHL office

Acceptable forms of ID are: 

• Valid UK driving license (full or provisional) 
• Valid or expired passport
• Credit or debit card
• 2 recent household bills (dated within the last 3 months)

If the package is being collected by someone other than the person the item is addressed to (customer), they need to provide a letter from the customer giving permission to collect on their behalf. This letter needs to show name, address and waybill number. The collector will need to show 2 forms of ID for themselves as well as proof of address and ID for the person the item is addressed to.

If you have moved address since making your application please contact DHL locally in your country. 

DHL must deliver to the address given to HM Passport Office and someone will need to sign.  If this isn't possible, you can arrange to collect from a DHL service point. 

DHL need someone to sign for each delivery.  If no one is at home and your letter box is secure, a calling card will be left.  If your letterbox is shared, a calling card can't be left and we'll attempt to deliver your item 2 more times.  You can also schedule your redelivery for when someone is home to sign for it or collect it from a DHL service point.

Please contact your local DHL Customer Service department giving the tracking waybill number for the item (this can be found on the envelope) and we’ll make sure the item is collected.

The information on the DHL website is updated regularly and is as up to date as possible to give the most recent status for your items.

In the first instance contact DHL.

When contacting DHL please provide your passport application reference number or your individual tracking waybill number.