DHL Delivery Services on Behalf of His Majesty’s Passport Office

Delivery or attempted delivery will be made within 7 working days from when we receive these from His Majesty’s Passport Office. We'll deliver to the address you gave to HM Passport Office. Someone must sign for each item.

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

Majority of the shipments will be delivered by DHL Express.

We will usually make 2 separate deliveries. One to deliver your new passport and the other to deliver the documents you sent HM Passport Office. It is not very often that we are able to send you your new passport and supporting documents in the same package.

To make sure you get your passport and supporting documents as fast as possible, we will normally deliver these separately and they may be several days apart. 

If we have had to change your waybill number, we will send you another email telling you about this. This does not happen very often but it may happen in some circumstances. You should use the new waybill number to track your item.

Occasionally, we may need to change your waybill number after we have emailed you. If this happens, the original waybill number will show ‘returned to shipper’ as the online delivery status. You will be able to track your delivery using the new waybill number that we sent you.

You will need your passport application reference number which you got during the application process.  It can also be found in the email we sent you.

To track your items please visit: Track your items

1. Shippers reference - enter your passport application reference number. If your passport application reference number begins with the letters ‘PEX’ you will need to remove the first 3 letters when entering your number.
2. Date range for shipment - enter the approximate date you applied for your passport.
3. Select ‘Track’ – you will now see all 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 you got during the application process. It can also be found in the email we sent you.

You do not need to enter the exact date. For example, if you applied in June 2025, enter 01/06/2025. 

This is a unique reference number that is assigned by us, DHL. We assign this number so it can be tracked in our system. Your waybill number can be found on the email we sent you.

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

On Demand Delivery Options for HM Passport Office customers.

• Service point collection
• Change delivery date
• Vacation hold

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 thirdparty 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 cannot leave your item with a neighbour.

You can use the 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 letterbox is secure, a calling card will be left. If your letterbox is shared, a calling card cannot be left and we will 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.

Our first message will include your passport application number and a DHL waybill number.

You can also track your parcel on the DHL website by entering either number: Tracking, delivery status for DHL Express shipments | MyDHL+

All DHL messages will include a DHL waybill number, see examples below:

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

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

We need someone to sign for each delivery. If no-one is at home and your letterbox is secure, a calling card will be left. If your letterbox is shared, a calling card cannot be left and we will attempt to deliver your item 2 more times. You can also reschedule your delivery so someone can sign for it or collect it from a DHL service point.

We may need more evidence to confirm your full name as part of our delivery process.

We will accept any government issued document showing your full name and date of birth such as a passport, driving licence, birth certificate or national ID card.

You can tell us using the ‘Unable to Complete Form?’ and we will contact HM Passport Office. HM Passport Office will work with DHL so they can continue with your delivery. Any further requests from DHL to upload an identity document can be ignored.

We will work with HM Passport Office to make sure there are no delivery delays. You should upload your ID as quickly as possible, as we may be able to deliver your package sooner.

The DHL website gives information about contacting us by telephone or email. You can raise an enquiry, give information about 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 have not been able to make a successful delivery, we 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. These requests need proof of identity and a valid reason for the change of address. We will need to get approval from HM Passport Office before agreeing to any request.

You can arrange to collect from a local service point.

The DHL website gives information about 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

For us to deliver to a different residential address we must have authorisation from HM Passport Office. 

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

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

The information on the DHL website is updated regularly and gives the most recent status for your items.

In the first instance contact DHL

When contacting us please give us your passport application reference number or your waybill number. This can be found on the email we sent you.

If you need to contact us please visit: contact DHL

If you are not satisfied with the service provided, your local DHL Service Centre can help with any complaints.