DX Secure Service FAQs

If you have received a calling card or letter from DX for a secure delivery and have not yet contacted us to book a delivery, make a delivery request here. This gives you the choice between a delivery to your home or work address.

If you have already booked your delivery and wish to change the address details supplied, please contact us on the telephone number shown on our calling card or letter. One of our customer service representatives will be pleased to help you change your delivery details or address. Alternatively, you can do this online here by giving 24 hours’ notice.

Yes – please click Delivery Request. This will guide you through the process. You will be offered the opportunity to arrange delivery to your work address. If you have already changed your delivery address to your home address and now wish to change this, please contact us on the telephone number shown on our calling card or letter. One of our customer service representatives will be pleased to help you change your delivery details or address.

Your secure delivery will be made between 9am and 5pm. To increase security our delivery agents constantly change their delivery routes and times, which unfortunately means we are unable to give you a specific delivery time. However, see Can I book a specific delivery time below for new delivery possibilities.

Your provider has arranged a standard secure delivery between 9am and 5pm. However, we are able to offer timed deliveries in some instances, which can be done online here.

To minimise the risk of theft and fraud and to ensure the secure delivery of your item to you, the issuer of your item can request that our secure delivery agent sees your identification at the point of delivery.

The sender of your item will specify what identification is acceptable. These would typically include your passport, driving licence, bank card or sometimes a utility bill.

To minimise the risk of theft and fraud and to ensure secure delivery of your item to you, the sender of your mail has chosen our Premier Secure delivery service, which requires that your item must be signed for.

You can choose any responsible person to receive or sign for a delivery on your behalf. This person must produce evidence of YOUR identity; for example your passport, driving licence, bank card or in some cases a utility bill if requested.

NB: for the redelivery of a British Passport you will have to provide a letter of authorisation to the person accepting the delivery on your behalf.

To maintain the security of all our consignments, we regret that members of the public are not permitted to access our depots.

Yes, we offer a number of collection points (in the areas shown below) where you may be able to collect your item between 10am and 4pm, Monday to Friday. Please note that you must book the collection first, as the item will not be stored at this location.

To book a collection, please call us on 0844 371 0000.

•   Basingstoke
•   Belfast
•   Bridgend
•   Bristol - Avonmouth
•   Edinburgh - City
•   Edinburgh City
•   Edinburgh - Livingston
•   Exeter
•   Gatwick
•   Glasgow
•   Harlow
•   Huntingdon
•   Ipswich
•   Leeds      
•   London - Chancery Lane
•   London - City
•   London - Iver
•   London - Staples Corner
•   London - Watford
•   Manchester
•   Newcastle
•   Norwich
•   Nottingham      
•   Plymouth
•   Stone Staff
•   Totton Southampton
•   West Midlands - Tipton

To book a delivery please click Delivery Request. This will guide you through the process.

Yes, items sent using the SecureDX service may be delivered to private addresses. For more information about SecureDX, please phone us on 0844 371 0000 or contact us here.

DX Secure is dedicated to the secure and safe delivery of your item. As part of the secure delivery process, at the point of the delivery or delivery attempt, the Secure Delivery Agent will record relevant information pertaining to the property.

Whilst this information may include a photograph of the property, the Delivery Agent is instructed not to photograph householders or members of the public. You are at liberty to ask the Delivery Agent not to take a photograph at the point of delivery.

Please be advised that any photographs taken are done so for delivery purposes only and are taken in complete compliance with the Data Protection Act 1998.

If you are pleased with our mail services, we’d love to hear about it. Please get in touch here.