DX General Service FAQs

You can track DX or Secure deliveries through our online tracking service. Just enter your tracking number and click ‘search’.

Mail that is not sent using a tracked service is not scanned at any point during the collection and delivery process. If you’re sending extra-important or urgent items, it’s best to use one of our tracked mail services for extra peace of mind. Please contact Customer Services on 0844 371 3335 for additional information.

Check in your service log book or on the copy consignment note where the tracked label number for the item should be recorded. If you cannot find the tracking number, please contact us on 0844 371 3335.

As a company committed to delivering service excellence, our quality of service is of the highest priority. If you have a comment or complaint, please tell us about it.

If a member moves Exchange/DX number we will redirect the new mail free of charge for 1 month, after this we can set it up for 6 months at £50 per month. For any post coded mail we will only deliver the item to the address on it.

Generally, the holiday season schedule is published in the Customer Services section of the DX Group website at least 4 weeks in advance.

The courier can come back for collection however, there may be an additional charge to cover the cost of the re-collection.

We offer 3 'courier signed' services, DX Silver Service (white and silver labels), DX Tracked Mail service and SecureDX. For more information, please contact us or phone us on 0844 371 3335.

25kgs per item on all services with exception of SecureDX, which has a weight limit of 1kg.

Gold: 9am – 5pm
Silver: 9am – 5pm
Tracked Mail: pre 9am
SecureDX: next day

If your delivery is not timed the deliveries can be any time between 9am and 5pm. We do not have set delivery times as our routes are subject to change. All Exchange deliveries (to an Exchange box) will be carried out before 9am.

If you have a timed service and the mail has not arrived, or If your mail is not timed and the mail has not arrived on the day expected, please contact Customer Services or phone us on 0844 371 3335.

If you have a tracked item, please check its status via the Tracking Service.

Tracked mail service users should contact us in writing within 14 days of despatch. Any issues involving our courier products should be reported to DX customer services within 30 days of their despatch. The DX will only issue a claim form to the sender of the goods.

If DX have items of mail in hand that have been mis-sorted, we will re-sort for delivery as soon as possible, circumstances permitting.  This will normally be the next working day.

Please notify us about a change of address by completing a change of address notification.

If for any reason an item cannot be delivered, provided it has the sender’s address on it, we will return to sender. For this reason we always ask that the senders address is in the top left corner of the envelope and the recipient's address is clearly printed in the centre of the envelope.

Your account number will normally be on your manifest paperwork.   DX numbers will normally be written on the DX box where we deliver.  If unable to find either of these, please have your postcode ready so an agent can find your details.

Should you wish to request a copy of any information held about you (the data subject) by the DX Group, please print and complete a ‘Subject Access Request Form’, returning it to the address supplied with a £10 cheque or postal order made payable to ‘The DX Group’. The DX Group have 40 days from receipt of the paperwork to respond to your request, providing all relevant data held in response to your request.