myUKaddress FAQs

We’ll notify you as soon as your item reaches us and starts being processed. Once you’ve completed the necessary steps, such as payment and providing item details, we’ll handle the rest. You should receive your item within just a few days. 

You’ll also get a unique tracking number, so you can easily track your order’s progress! 

When placing an order, your delivery address will be our UK hub. However, for the billing address, you need to enter the address where your payment card is registered—this is usually your home address.

Card companies use the billing address to verify your identity and ensure it's really you making the purchase, so it’s important to get this right.

Once your item has arrived in Guernsey it will connect with our postal deliveries network. Deliveries take place 6 days a week. (Monday – Saturday).

Currently, all myUKaddress items must be delivered to a physical home address, so we’re unable to offer delivery to myEBOX at this time. But don’t worry—we’ll be offering this option soon! 

At the moment we’re only able to deliver to Guernsey addresses. But Alderney, Herm and Sark residents, rest assured, we’re working hard to reach you next!

Most of the time, you can look up the postcode for our UK hub and add your unique myUKaddress number like this:

[Your name]
Guernsey Post [Your UK reference number]
Unit 1
Venture Park
Ackworth Road
Portsmouth
PO3 5JT

If there’s a character limit and you can’t fit it all in, just pop your myUKaddress number onto another line, like this:

[Your name]
Guernsey Post
Unit 1 [Your UK reference number]
Venture Park
Ackworth Road
Portsmouth
PO3 5JT

But, if for some reason a retailer won’t let you change or manually enter the address at all, don’t stress! Just add your myUKaddress number to the name field instead, like this:

John Smith [Your UK reference number]
Guernsey Post
Unit 1
Venture Park
Ackworth Road
Portsmouth
PO3 5JT

The key thing to remember is that your address must include “Guernsey Post” so the courier can easily find our UK hub, and your unique myUKaddress number so we know who the parcel is for.

If the item you are purchasing is large the retailer may ask for a contact name and telephone number for their delivery driver or courier to deliver the item to our Portsmouth Hub. In these cases, you can provide them with the telephone number of our Portsmouth Hub 02392 982 362 and advise them to speak to a member of the Guernsey Post myUKaddress team.  All other enquiries should be directed to our Customer Service team as normal on 711720.

Our prices start from just £4.95! for a standard sized item that is no more than 40cm x 35cm x 32cm that’s for up to 30kg

That’s big enough to fit many household items such as a kettle, toaster or hair dryer, a laptop, or several items of clothes or shoes. Our largest size is Giant at 90cm x 80cm x 80cm at £42.95 and would be suitable for most flat pack furniture items. If your item is larger than Giant please contact us so we can provide you with an estimate price. To see the rest of our prices please click here myUKaddress | Guernsey Post Ltd 

If your order arrives in multiple boxes, each will be billed separately unless they arrive at the same time and clearly belong to the same shipment (e.g., flat-pack furniture arriving together). In that case we’ll group them and charge you once in the pricing band relevant to the overall size of your consignment. 

If multiple boxes arrive on a delivery schedule that is spread out over several days we will charge for each item.

We’ll notify you as soon as we receive your items. While we expect you’ll most likely want your items quickly, if you happen to forget to complete the payment, we’ll send a reminder. 

Items will be held for up to two weeks. If we don’t hear from you within that time, and we have been unable to contact you, we reserve the right to dispose of the items at our discretion. 

While some retailers may offer a VAT refund* if you can prove the goods were exported from the UK, they are not legally required to do so. 

If you'd like to try reclaiming VAT on an item we've delivered, please contact our customer services team, and we’ll provide you with proof of export.

*Why not visit our RockShopper online directory  to discover which online retailers may offer VAT refunds?

If our team notices that your item is damaged when it arrives from the UK courier, we’ll refuse delivery and notify you so you can reorder your items without too much delay. 

If we accept the item but later discover its damaged, we’ll contact you and assist with the returns process. Similarly, if you notice any issues after seeing the photo we send upon receipt, please reach out to us, and we’ll help arrange the return. 

We hope this doesn’t happen, but if it does, please contact us, and we’ll initiate an investigation. All items* sent via myUKaddress are automatically covered for loss or damage up to £150 (or the item’s maximum value) if Guernsey Post is found at fault. 

For additional insurance options please contact our customer services team.  

*Coverage does not apply to fragile or breakable items (e.g., glass or ceramic). 

Small quantities of consumer items that, in larger quantities, would be classified as dangerous goods may be permitted, and further information is provided in our guide below

As per our terms and conditions it is your responsibility to ensure you are not sending prohibited or restricted goods specified here.

We are working on a solution for items that fall outside of these exemptions but can still be transported if a Dangerous Goods Notice (DGN) is issued. 

Yes, we can deliver large items, such as sofas. If you have an item that exceeds our standard size limits, please contact our Customer Services team at 711720 for a shipping estimate. 

When ordering alcohol into the Channel Islands, excise duty may be payable based on: 

• The type and amount of alcohol 

• Volume per item (in ml) 

• Strength (ABV %) of the alcohol 

Tobacco products are also subject to excise duty. The amount payable will depend on the type and quantity of tobacco products being imported.

In both cases we will assess the duty and then contact you to arrange payment. Once paid, we will complete the delivery to your address.

Unfortunately, we cannot currently accept perishables through our myUKaddress service.

myUKaddress is intended for purchases from UK-based online retailers. However, if you order from an international website, any duties, taxes, or customs charges will be your responsibility. You’ll also need to declare the country of origin and provide the correct commodity code for customs. While Guernsey Post won’t cover these costs, we’re happy to help guide you through the process if needed! 

No. Please note that your myUKaddress cannot be used as a standard postal address for letters, bank or financial statements, or any other official documents.

We understand that mistakes happen! If you can cancel your order before it reaches us, there’s no need to worry. 

If the item arrives at our facility and you no longer need it, please contact our Customer Services team on 711720, and we’ll help you arrange a return^. 

For returns after delivery to your address, please refer to our ‘Returns’ section for further instructions. 

^Please note an administration fee may be charged  

You can use our £5 fixed price returns service for any items that fit within our extra large parcel size or smaller (see our size guide on the myUKaddress page) Some online retailers also offer free returns for certain items. 

To return your item follow these simple steps: 

1. Notify your online retailer that you’ll be returning an item*. 

2. Print out any labels provided. 

3. Take your item to our Envoy House branch. 

Your item will be sent via our tracked Parcelforce service. Insurance is available upon request. 

*If the retailer plans to deduct a returns charge, but you're unable to post the item from Guernsey, you can let them know that you’ll use your own postage service and would prefer not to be charged twice. This way, you can avoid unnecessary return fees! 

For items that are larger or heavier than our extra large parcel size please contact our Customer Services team on 711720.

Yes, from the point at which your items are accepted into the Portsmouth Hub, your items will be covered* for loss or damage up to £150.00 (or the item’s maximum value) if we are found at fault. 

*Compensation does not cover fragile or breakable items (e.g., glass or ceramic).