What happens to my mail when it arrives?
We receive it, log it, and notify you by email. From there, depending on your plan, you can collect it in person, have it scanned and emailed to you, or have it forwarded to any UK address. Nothing gets lost, and nothing gets ignored.
Can I collect my mail in person?
Yes — we love seeing our members. You can pop in during opening hours (Monday to Friday, 8:30am–6pm) to collect whenever you like.
Please note: you must bring valid photo ID every time you collect. This is a firm policy — we won't be able to release your mail without it, no exceptions. A passport or driving licence is fine. This applies to every visit, not just the first one.
If someone else needs to collect on your behalf, please let us know in advance by email and make sure they also bring valid photo ID. We won't release items to anyone who hasn't been pre-authorised by you.
Can someone else collect my mail for me?
Yes. Just drop us an email authorising the person before they come in, and make sure they bring valid photo ID when they arrive. We take the security of your mail seriously — we won't release items to anyone who hasn't been pre-authorised, and ID is non-negotiable regardless of who is collecting.
Do you offer mail scanning?
Yes — our Scan & Email plans do exactly that. We open your mail carefully, scan it, and send it straight to your inbox. It's perfect if you're working remotely, travelling, or just don't want to come in every time a letter arrives. Original documents are kept for 30 days.
Can you forward my mail to another address?
Yes. Our Post Forwarding plans include regular mail forwarding to any UK address. Postage is charged at cost, and we send everything in a fresh envelope. If forwarding isn't included in your plan, it can be arranged on request — postage is charged at cost plus a 20% admin fee, and mail is only dispatched once charges are paid.
How long will you hold my mail?
Standard letters are held for up to three months. After that, they may be returned to sender or securely destroyed. We'll always try to notify you before taking any action — so no nasty surprises. We'd always encourage you to collect promptly where possible.
Do you accept parcels?
We accept small parcels on an ad-hoc basis, but we're not a parcel depot. Here's what you need to know:
Forwarding plans — the maximum item size we can forward is a
large letter (up to 353mm × 250mm × 25mm, max 750g). Anything larger must be collected in person.
Royal Mail size guide →
Parcels up to 2kg — accepted for collection, but an additional handling charge applies.
Parcels over 5kg — cannot be accepted and will be refused on delivery. Please ensure your couriers and suppliers are aware of this before placing orders.
Parcels must be collected within seven working days of notification, and you'll need to bring ID when you collect.
Will you spot important letters that might look like junk?
We do our best. Things like Google verification PIN letters, bank correspondence and HMRC notices can sometimes look innocuous — we handle your mail carefully and flag anything that looks important. That said, we'd always encourage you to let us know if you're expecting something specific.
What is your fair use policy for mail?
Our plans are designed for normal business correspondence — the kind of mail a typical small business or sole trader receives day to day. Think invoices, bank letters, HMRC notices, supplier correspondence, and the occasional card or package.
What's covered: regular business mail in reasonable volumes. Most customers never come anywhere near fair use limits.
What's not covered: if your address starts receiving unusually high volumes — large quantities of marketing mail, regular bulk deliveries, or mail that creates a significant admin or storage burden — we reserve the right to discuss this with you and, where necessary, apply an additional charge to cover the extra handling involved.
Important: we'll always speak to you before any additional charges are applied. If you're expecting a period of higher-than-usual volume — a product launch, a busy season, a marketing campaign — just give us a heads-up and we can agree something sensible in advance.
The simplest rule of thumb: if you're using the address as a genuine business address rather than as a mail handling centre, you'll be absolutely fine.
What are AML checks and why do I need them?
As a registered company service provider, we're legally required to carry out
Anti-Money Laundering (AML) checks on every new customer before activating their address service. This is a requirement under the Money Laundering, Terrorist Financing and Transfer of Funds Regulations 2017 — it applies to everyone, regardless of plan or circumstances.
These checks are part of a process called
Know Your Customer (KYC), and typically require:
Photo ID — a valid passport or driving licence
Proof of address — a utility bill, bank statement or council tax letter dated within the last 3 months
Business verification — for limited companies, we'll check your Companies House registration
How it works: after you've paid the one-time £30 set-up fee, we'll send you a simple checklist. Your service will be activated as soon as checks are complete — we aim to turn these around quickly.
You won't be able to use our address until all checks have been satisfactorily completed, so we recommend having your documents ready to go.
Any questions?
Get in touch — we're happy to walk you through it.