International Business Mail Response Services User Guide

1 International Business Mail Response Services User Guide

Contents International Business Mail Response services... 3 Services at a glance... 4 Services availability... 5 License... 6 License codes... 7 Before using the response services... 8 Standard service... 9 Service options in more detail... 10 Preparing your Standard items... 12 Local Look Fully Paid service... 13 Preparing your Local Look items... 15 Austria... 16 Belgium... 17 Denmark... 18 Finland... 19 Germany... 20 Ireland, Republic of... 21 Luxembourg... 22 The Netherlands... 23 Spain... 24 Sweden... 25 Switzerland... 26 Local Look Part Paid service... 27 How items are returned to you... 29 Preparing your Local Look items... 30 Addresses by country... 31 Design elements... 32 2

International Business Mail Response services These services are a simple but powerful tool for your business. They allow your international customers, and potential international customers, to respond to you quickly, easily and in most cases free of charge. Paying for your customers postage is an excellent way to encourage them to engage with your brand. These are reply paid services - meaning that once you have purchased the International Business Mail Response license you will only be charged for the items we deliver back to you. In addition, there is the option to allow your customers to respond to a local address, which may help increase response rates. You can use International Business Mail Response services in a number of ways. Typical uses include: As part of a two-way mailing, with an outgoing international item (for example reply-paid cards inside a direct mail pack or publication) As a one-way mailing (for example warranty cards with goods sold locally) To generate replies to an in-country advertising campaign. At the time of publication we have provided prices based on the current VAT and customs rules and regulations. Depending on the outcome of the UK leaving the EU, VAT and customs may change, please keep up to date royalmail.com/prices2019 3

Services at a glance There are three service options for you to choose from. They are: 1. Standard - a reply paid, end-to-end service available worldwide featuring a universal design. This allows returns up to a weight of 50g. In addition, several countries allow the return of items up to 250g (see page 5 for the list of countries). 2. Local Look Fully Paid an end-to-end service available from selected countries (see page 5 for the list of countries) where the mail item takes on a Local Look and you pay the full return cost. 3. Local Look Part Paid the person posting the item pays the cost of the local postage and you pay for the return of the items to the UK and to your return address. This service is available from selected countries (see page 5 for the list of countries). Response service Weight Format Availability License required AA code required Payment Design Design Spec Standard 0-50g Letter / postcard Worldwide per item One design Pre-printed 50-250g Large Letter 10 Destinations per item One design Pre-printed Local Look Fully Paid 0-50g* Letters (see destination specific dimensions) 11 Destinations per item Different design for each country Pre-printed Local Look Part Paid 0-50g* Letters (see destination specific dimensions) 11 Destinations per item Different design for each country Pre-printed or handwritten * 50g is the limit for most countries but weight limits vary by country, see country specific information for more details. Please note: as we only charge you for the replies you receive, there is no compensation payable if a reply paid item is not received by you. 4

Services availability Our Standard service up to 50g in weight is available worldwide. On occasion, a small number of countries may not offer the service. For an up to date list of which countries are affected, please visit royalmail.com/internationalbusinessmailresponse The table right shows the countries in which we currently offer our other International Business Mail Response service options as well as Standard up to 250g. Response service Standard up to 250g Local Look Fully Paid Local Look Part Paid Austria Belgium Denmark Estonia Finland France Germany Ireland, Republic of Kenya Luxembourg The Netherlands Norway Poland Spain Sweden Switzerland 5

License The International Business Response license provides you with access to all of our International Business Mail Response and International Business Parcels Returns services (see separate User Guide). You will need a separate license for each address you wish the replies to be sent to, but there is no limit on the number of services you can use on one license. Reply addresses must be in the UK. You ll need to complete an International Business Response services application form by following these five steps: 1. Work out which services you need. To discuss your needs call us on 08457 950 950. 2. Fill in the application form. It s available at royalmail.com/internationalbusinessmailresponse 3. Pay the 165* license fee, either by: Cheque: enclose a cheque made payable to Royal Mail with your application form Invoice: we will invoice you when we receive your application form. When we receive your payment we will send you a license valid for 1 year along with a reference code, see page 7. 4. Design your response device (for example, a return addressed card or envelope). Each of the options has different design criteria. 5. Get approval for your design. Send each design to us for approval before you allow your customers to use it. PDF designs can be sent via e-mail to response.services.admin@ royalmail.com. Alternatively, hard copies can be sent to: Response services Royal Mail 20 Turner Road St. Rollox Business & Retail Park GLASGOW G21 1AA Please provide a contact name, number, e-mail and address with any designs. Following a review of your design we will either approve it or advise you of any changes that we think need to be made (based on international posting requirements). Response devices that do not comply with these requirements may be delayed and/or subject to a surcharge. Once the design is approved you can start to use this service. Renewing your license We will contact you two weeks before your license needs renewing and - if paying on account by direct debit - the license fee will automatically be processed. If you are paying by other methods, you will need to send us payment (at the then current applicable rate) before your license expires if you wish to renew it. * Price excludes VAT which is charged at the standard rate. 6 At the time of going to print we have provided prices based on the current VAT and customs rules and regulations. Depending on the outcome of the UK leaving the EU, VAT and customs may change, please keep up to date royalmail.com/prices2019

License codes Standard When we send you your license we will also give you your reference code. This will be a series of letters and digits, such as PHQ-D/1234/PR. The numbers represent a unique code that enables us to identify your items. The two letters at the end represent the postcode area to which the items are to be delivered. You will need to print this code in the top left hand corner of your items see page 12 for more details. Local Look Part Paid As with Local Look Fully Paid you need an AA code. If you are already using the Local Look Fully Paid service or International Business Parcels Return service, the same AA code can also be used for these items. If not, contact us as described above to open your Local Look account. Local Look Fully Paid When you open a licence for this option you will be issued with an AA code followed by a series of numbers. In addition we will also issue with a code so that you can access the Standard service (see above). If you already hold a Standard licence and wish to use this option then we can open an account for you. Simply call the Royal Mail Sales Centre on 08457 950950 and quote your Standard reference code (see above). You will then be allocated a series of digits, which you must print after the letters AA on your items. This is the AA code. See page 14 for more details. 7

Before using the response services It is important to ensure that the items being posted back to you meet postal regulations. You must ensure that any customers, agents or other parties using this service to return items to you are aware of the prohibitions and restrictions as to what can be sent and the rules around dangerous items and substances, as described below. Prohibited and restricted items There are certain prohibited items which must not be included in the return device and certain restricted items which may have conditions attached to their sending. What is prohibited or restricted varies from country to country and can sometimes include apparently ordinary things. If you are unsure about any item, please contact the Royal Mail Sales Centre on 08457 950 950. Or visit royalmail.com/personal/international-delivery/country-guides Sanctions Laws You must make sure that any items the consignor, recipient and you wish us to receive, handle and deliver are not prohibited under any applicable sanctions laws, including, without limitation to all sanctions laws applicable to the Royal Mail Group. Sanctions laws can prohibit items being sent, received or handled because of their content, their intended consignor or recipient or the country to or from which they are to be sent. If your items need a licence under applicable sanctions laws it is your responsibility to obtain it. Information about sanctions can be found on our website at royalmail.com/international-sanctions Dangerous items and substances You must not let dangerous items and substances be returned. Major classes of dangerous substances include explosive fireworks, gases, flammable liquids, toxic substances, corrosive chemicals etc. and all aerosols. Classifications of dangerous items and substances may change from time to time. So please check with us or visit royalmail.com/prohibitions or call the Royal Mail Sales Centre on 08457 950 950. 8

Standard service

Service options in more detail Standard Standard enables you to receive reply devices from customers in over 200 countries worldwide for items weighing up to 50g, and 10 countries allow response items up to 250g. These devices are all reply paid and pre-addressed for return direct to you, so the people you want a response from have nothing to pay. To keep your design and printing costs to a minimum, a reply device has the same address and design no matter where your customer is based (see page 12). Size, weight and content criteria Size Weight Standard Items up to 250g, containing correspondence, printed matter and goods of no commercial value can be returned from the ten countries listed below: Austria Belgium Estonia France Republic of Ireland Kenya The Netherlands Norway Poland Sweden For all other countries, items up to a maximum weight of 50g can be returned, containing correspondence and printed matter only. All items must comply with the following dimensions: Minimum dimensions of the largest side: 140mm x 90mm. Maximum size (other than postcards): the length plus depth plus width must not be greater than 900mm, with no single dimension greater than 600mm. Postcards have maximum dimensions of 148mm x 105mm and a minimum paper weight of 120gsm. 10

Service options in more detail How long will it take for my items to be delivered to me? We aim to have replies back to you within 5-7 working days from posting date. Cost In addition to the annual International Business Response license fee (see page 6), there is a set charge based on the item weight and whether it is a Letter or Large Letter for pricing purposes. For pricing purposes we class a Letter as any item within the following dimensions: Standard Item Weight Price Letter 1-50g 0.93 Large Letter 1-50g 1.13 Large Letter** 51-250g 2.32 * Prices exclude VAT which is charged at the standard rate. ** Limited availability see page 10 for more information. At the time of going to print we have provided prices based on the current VAT and customs rules and regulations. Depending on the outcome of the UK leaving the EU, VAT and customs may change, please keep up to date royalmail.com/prices2019 Maximum dimensions for envelopes: 235mm x 165mm Maximum thickness: 5mm Maximum weight: 50g For pricing purposes we class a Large Letter as any permitted flat item which is not a letter for pricing purposes. 11

Preparing your Standard items Key design elements When you use Standard, the front of your reply-paid device must include the elements shown opposite, in the same dimensions and positions. This is the case whatever size your device is and wherever the devices are returned from Design Template For artwork you can use when designing your reply device, see page 33 or visit royalmail.com/internationalbusinessmailresponse and download a template. The design ensures your items are identified as responses, and not treated as unpaid mail Please print everything on the envelope, label or card in dark blue or black ink. Do not use vivid colours or dyes containing phosphorescent (glow-in-the-dark) substances The envelope, label or card should be white or a light pastel shade You can include other information such as a logo or advertisement, on the left hand side and/or rear of the item provided that: - Nothing appears lower than the last line of the address - It does not mimic the horizontal lines 1. Put an Airmail indicator in the top left hand corner, and below it the letters IBRS/CCRI, followed by your license number which Royal Mail will give you. 4. The words Reponse Payee Grand-Bretagne must be shown on two lines between the horizontal lines. The words must be in capital letters at least 4mm high. 12 - It does not contain another address either in part or in full. If using the Standard option up to 250g for the return of items containing anything other than printed matter from outside of the EU*, a customs form (CN 22) must be completed and affixed to the outside of the item. You can do this or leave it to your customer to do so. For more information and to download a CN 22 Customs Declaration, please visit royalmail.com/customs * In the event of the UK leaving the EU with No Deal, all items (excluding printed matter) from and to the EU will require a CN22 customs form 2. The no stamp required box must appear 5mm from the top and right hand edges, either 40mm x 30mm or a proportional reduction of this. The box must contain the design shown and the French words NE PAS AFFRANCHIR in capitals. The English (or any native tongue) words are optional. 3. Two horizontal lines, at least 3mm wide, 80mm in length, and 15mm from the right hand edge. Leave 14mm of space between their inside edges. 5. Print the name and full UK address to which items will return, parallel to the length of the item and underneath the lines (see 3). The address must be clear. The post town, the words Great Britain and the postcode must be in block capitals. You will be given a unique postcode by Royal Mail. 6. Advertising space. Advertising can only appear on the left hand side. 7. Please leave the shaded areas clear of any advertising / information, in particular 18mm from the bottom edge and 15mm to the left of the lines.

Local Look Fully Paid service Fully Paid 13

Local Look Fully Paid service 14 Local Look Fully Paid enables you to print a local address on your reply paid devices: customers reply to a PO Box address, supplied by us, in their own country. This perceived local presence helps break down resistance to replying overseas, as your customers feel more at home with your mailings. This can help increase response rates to international or local campaigns. Local Look Fully Paid is available from the countries listed below: Austria Belgium Denmark Finland Germany Republic of Ireland Luxembourg The Netherlands Spain Sweden Switzerland The minimum and maximum sizes vary from country to country please refer to country specific pages 16-26. The maximum weight of a Letter, for Fully Paid, is usually 50g with the following exception: Belgium does not allow cards over 20g but does allow envelopes up to 50g. How items are returned to you After your customers have mailed their replies to our local PO Box, the AA code within the address allows us to identify the replies as yours and so forward them back to your chosen UK address. If your items do not display clearly the correct AA code, we may be unable to forward them to you. Where we can identify incorrectly coded or uncoded items by other means you may be charged a fee for additional handling. We aim for replies to take up to 10 working days from posting date for items to be returned to you. Costs In addition to the annual International Response services license fee (see page 6), there is a set charge for Local Look Fully Paid, depending on the country of origin: Country Cost per returned item Austria* 2.02 Belgium* 2.02 Denmark* 2.02 Finland* 2.02 Germany* 2.02 Ireland, Republic of * 2.02 Luxembourg * 2.02 The Netherlands* 2.02 Spain* 2.02 Sweden* 2.02 Switzerland 2.02 Prices exclude surcharge and VAT. For surcharge level visit royalmail.com/surcharges VAT is payable at standard rate for EU destinations and zero-rated for Rest of World countries. * EU Country. At the time of going to print we have provided prices based on the current VAT and customs rules and regulations. Depending on the outcome of the UK leaving the EU, VAT and customs may change, please keep up to date royalmail.com/prices2019

Preparing your Local Look items Key design elements When you use the Local Look Fully Paid service, you must design a different reply-paid device for each country. These designs are subject to change, so please check our website at royalmail.com/internationalbusinessmailresponse for the latest updates. The design can appear on envelopes or cards, so long as the size and weight guidelines for each country are followed. You must include your company name and your AA code on the design as shown on the artwork for each country. The only wording on the design template that you can change is shown in grey, all other wording must appear exactly as it is shown on the template. Please print everything in dark blue or black ink. Do not use vivid colours or dyes containing phosphorescent (glow-in-the-dark) substances. The envelope or card should be white or a light pastel shade. Any exceptions to these rules are shown on the relevant country page. You can include other information, such as your logo or an advertisement, where indicated. For artwork you can use when designing your reply device, see pages 33 or go to royalmail.com/internationalbusinessmailresponse and download a template. The Local Look Fully Paid items that can be returned, their designs and the applicable dimension limits are described by country on the following pages. 15

Austria Envelopes Minimum: 140mm x 90mm = 2mm Postcards Minimum: 140mm x 90mm = 2mm Maximum: 235mm x 120mm = 2mm Length must be 1.414 times the width Maximum depth: 5mm. Maximum item weight: 50g Maximum: 148mm x 105mm = 2mm Minimum thickness: 250 microns (tolerance to 230) Depth: at least that of postcards and no thicker than 1mm Maximum item weight: 50g 1. These words (known as a Printed Postage Impression or PPI) must appear in the top right hand corner, of a similar size and position to that shown here. 2. On the second line of the address please follow AA with your reference code (see page 7). 3. Advertising can only appear on the left hand side, at least 15mm from the address. 4. The last two lines of the address should appear exactly as shown here. 5. An area at least the size of the right hand side (ie shaded area) must be reserved for the PPI, address and official labels. 16

Belgium Envelopes Minimum: 140mm x 90mm Maximum length of any one side: 600mm. Width + depth + length = 900mm. Maximum item weight: 50g Postcards Minimum: 140mm x 90mm Maximum: 235 x 120mm Minimum paper weight: 140gsm Maximum item weight for postcards: 20g 1. This phrase must appear in the top left hand corner in capitals. 2. The first line of the address must be at least 40mm from the top of the item. 3. These words must appear in a box in the top right hand corner. Please leave a 74mm x 40mm clear zone around the box as shown. 5. On the third line of the address please follow AA with your reference code (see page 7). 6. The last two lines of the address should appear exactly as shown here. 7. Please leave a clear zone along the bottom at least 15mm high. 4. Advertising space can only appear on the left hand side, at least 15mm from the bottom edge and below the words in the top left hand corner. 17

Denmark Envelopes Minimum: 140mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 230mm x 170mm Maximum: 230mm x 170mm Maximum item weight: 50g Minimum paper weight: 125gsm Maximum item weight: 50g 1. These words must appear in the top right hand corner, part enclosed by box (drop shadowed on its bottom right hand corner). The box should be 10mm (plus or minus 2mm) from the top and right hand edges. 2. The first line of the address must be at least 50mm from the top of the item. 3. Advertising can appear, preferably on the left hand side. 4. On the second line of the address please follow AA with your reference code (see page 7). 5. The last two lines of the address should appear exactly as shown here. 6. Please leave a clear zone along the bottom at least 15mm high. 18

Finland Envelopes Minimum: 140mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 235mm x 120mm Maximum item weight: 50g Maximum: 235 x 120mm Minimum thickness: 250 microns (tolerance to 230) Maximum item weight: 50g 1. These words must appear in the top right hand corner, surrounded by a box of a similar size and position to that shown. 2. Advertising can only appear on the left hand side. 3. On the second line of the address please follow AA with your reference code (see page 7). 4. The last two lines of the address should appear exactly as shown here. 19

Germany Please also follow these rules they enable items to be machine-read. Nothing must protrude from the letter. Use either white or a light coloured, single coloured envelope. Use an absorbent paper label. Do not use plastic wrappings. Every line of the address must begin the same distance from the edge. Envelopes Postcards 7 Minimum Maximum Max depth Max weight Minimum Maximum Minimum / Maximum paper weight Standard 140mm x 90mm 353mm x 250mm 50mm 50g Standard Other 140mm x 90mm 100mm x 70mm 235mm x 125mm 53mm x 250mm 150 500gsm 250 500gsm 1. These words must appear in a box in the top right hand corner of the packet of a size and position similar to that shown, and within a 74mm x 40mm clear zone. 2. Advertising only allowed on the left hand side of cards, and the top left corner of envelopes, but must not infringe the 74mm x 40mm area around the PPI. 3. Please print the word Antwort (reply) above the address. 4. Cards up to C6 only, must include a line at least 1.2mm thick in this position and which finishes at least 2mm below 60545 FRANKFURT. You do not need this line either on larger cards or on any envelope. 5. The last two lines of the address should appear exactly as shown here, with a blank line before 60545 Frankfurt. On the second line of the address please follow AA with your reference code (see page 7). 6. Please leave a clear zone (for barcodes) along the bottom edge of the letter that is 15mm high, and 140mm long (from the right hand edge). 7. Please leave a clear zone along the right hand side of at least 15mm. 20

Ireland, Republic of Envelopes Minimum: 140mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 235mm x 120mm Maximum: 148mm x 105mm Maximum item weight: 50g Minimum thickness: 250 microns (tolerance to 230) 8 Maximum item weight: 50g When asking your customers to apply the address to their own stationery, you must clearly instruct them to include both your company name and the Dept AA number. If these details do not appear, the items cannot be identified as yours and they are either undeliverable or you may be surcharged. Please also leave a clear zone at least 18mm high along the bottom edge of the back of letters. For the address, you can use black or blue ink or any other deep colour, apart from red, orange or yellow, provided that it is in strong contrast to the paper. Please do not use vivid colours or inks containing phosphorescent (glow-in-the-dark) substances. 1. These words must appear in the top left hand corner. 2. Leave at least 40mm between the top edge and the Licence Number box. 3. These words, and the vertical lines, must appear in the top right hand corner, of a similar size to that shown. 4. Advertising can only appear in the top left hand corner, or on the back of envelopes. 5. The standard business reply licence number must appear in the panel, as shown here. 6. The address must be in a bold typeface, at least 14pt in size. 7. On the second line of the address please follow AA with your reference code (see page 7). 8. The last three lines of the address should appear exactly as shown here. 9. Leave an 18mm clear zone along the bottom, the left and right hand edges, up to a point 40mm 10. You can either send your customers a reply device pre-printed with a local FREEPOST address or simply supply the address for your customers to apply to their own stationery (including the no stamp required box, top right) as follows as shown above. 21

Luxembourg Envelopes Minimum: 162mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 235mm x 140mm Maximum item weight: 50g Maximum: 148mm x 105mm Minimum thickness: 250 microns (tolerance to 230) Maximum item weight: 50g 1. These words must appear in the top right hand corner, surrounded by a box of a similar size and position to that shown. 2. Advertising can only appear on the left hand side. 3. On the second line of the address please follow AA with your reference code (see page 7). 4. The last two lines of the address should appear exactly as shown here. 22

The Netherlands Envelopes Minimum 140mm x 90mm Postcards Minimum 140mm x 90mm Maximum 235mm x 162mm Maximum 235mm x 162mm Maximum item weight 50g Minimum paper weight 120gsm Maximum weight 50g 1. These words must appear in the top right hand corner, surrounded by a box of a similar size to that shown. Please leave a 74mm x 40mm clear zone around the box as shown. 2. Advertising can only appear on the left hand side, or on the back. It must not infringe the 74mm x 40mm clear area surrounding the PPI. 3. On the second line of the address please follow AA with your reference code (see page 7). 4. The last three lines of the address should appear exactly as shown here. 23

Spain Envelopes Minimum: 140mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 235mm x 120mm Maximum: 235mm x 105mm Thickness: 0.15 5mm Thickness: 0.15 5mm Minimum paper weight: 60gsm Paper weight: 180 500gsm Maximum item weight: 50g Maximum item weight: 50g 1. Please draw these lines in the size, thickness and positions shown. 2. These words must appear in the top right hand corner, surrounded by a box of a similar size and position to that shown. 3. These words must appear in the top left hand corner, surrounded by a box of a similar size and position to that shown. 4. On the second line of the address please follow AA with your reference code (see page 7). 5. The last two lines of the address should appear exactly as shown here. 6. Please type the address in a size so that the longest line is at least 50mm wide. 24

Sweden Envelopes Minimum: 140mm x 90mm Max: length 600mm. Width + depth + length = 900mm. Maximum thickness: 100mm Postcards Minimum: 140mm x 90mm Max: length 600mm. Width + depth + length = 900mm Minimum paper weight: 150gsm. (Advertisement coupons must be put into envelopes.) Maximum item weight: 50g. Maximum item weight: 50g. 1. Please draw lines in the size and positions shown. They must be at least 2mm thick. 2. These words must appear in the top right hand corner, surrounded by a box of a similar size and position to that shown. 3. Please place your company name above the line. 4. On the second line of the address please follow AA with your reference code (see page 7). 5. The last three lines of the address should appear exactly as shown here. 6. Advertising can only appear on the left hand side of cards. You cannot print any advertising on envelopes. 1. No advertising space. You cannot print any advertising on envelopes. All other items are the same as above, except you do not need the thick black line down the middle of the item, and the horizontal line goes all the way across the item. 25

Switzerland Envelopes Minimum: 140mm x 90mm Postcards Minimum: 140mm x 90mm Maximum: 353mm x 250mm Maximum: 250mm x 176mm Maximum thickness: 20mm Maximum thickness: 0.15mm Maximum item weight: 50g Maximum item weight: 50g Maximum item weight: 50g Maximum item weight: 50g 120gsm for cards up to 148 x 105mm (A6) 150gsm for cards up to 210 x 105mm (A6/A5) 180gsm for cards up to 210 x 148mm (A5) 200gsm for cards up to 250 x 176mm (B5) 1. Around the words please position 9 vertical and 15 horizontal rectangles, each 4.5mm x 2mm, as shown. The bottom left rectangle should be 38mm from the top and 74mm from the right hand edge. 2. These words and the letter A must all appear in the top right hand corner in the positions shown. The letter A must be at least 12mm high. 3. Advertising may appear on the left hand side of the letter. 4. On the second line of the address please follow AA with your reference code (see page 7). 5. The last two lines of the address should appear on the letter exactly as shown here. 6. Please leave a clear zone 15mm high along the bottom edge, extending 140mm from the right hand edge of the letter. 7. Please leave 15mm clear to the right of the address and 20mm to the left. 26

Local Look Part Paid service Part Paid 27

Local Look Part Paid service Local Look Part Paid offers a local return address for international mailings or marketing activity. This service requires the sender to post to a local PO Box address, supplied by us, by paying the domestic postage themselves. Local Look Part Paid is particularly useful when you are inviting customers to respond to an advertisement. We then charge you for the return of these items to the UK. This service is available from the destinations listed below: Austria Belgium Denmark Finland Germany Republic of Ireland Luxembourg The Netherlands Spain Sweden Switzerland The minimum and maximum dimensions and criteria vary from country to country but are the same as outlined for any particular country in the Local Look Fully Paid section please refer to the country specific pages 16-26. 28

How items are returned to you After your customers have mailed their replies to the local PO Box, the AA code within the address allows us to identify the replies as yours and forward them back to your chosen UK address. If your items do not clearly display the correct AA code, we may be unable to return them to you. Where we can identify these items by other means, you may be charged an additional handling fee. How long will it take for my items to return to me? We aim to return items within 10 working days from receipt at our PO Box. Costs In addition to the annual International Response services license fee (see page 6), there is a set charge depending on the country from which the item was posted. Local Look Part Paid Rate Card Country Cost per returned item 1-50g Austria* 1.44 Belgium* 1.44 Denmark* 1.44 Finland* 1.44 Germany* 1.44 Ireland, Republic of * 1.44 Luxembourg * 1.44 The Netherlands* 1.44 Spain* 1.44 Sweden* 1.44 Switzerland 1.44 Prices exclude surcharge and VAT. For surcharge level visit royalmail.com/surcharges VAT is payable at standard rate for EU destinations and zero-rated for Rest of World countries. * EU Country. At the time of going to print we have provided prices based on the current VAT and customs rules and regulations. Depending on the outcome of the UK leaving the EU, VAT and customs may change, please keep up to date royalmail.com/prices2019 29

Preparing your Local Look items Key design elements If you sent a pre-printed response device, card or reply label to your customers, you need to use the same dimensions and obtain the approval from us as explained in the Local Look Fully Paid section. The PO Box addresses are listed on page 31. If you want your customers to address the return device themselves you must clearly instruct your customers to include both your company name and the Dept. AA number in the response (as shown overleaf) along with the correct local PO Box. If these details do not appear, the items cannot be identified as yours and they could either be undelivered or you may be charged an additional fee. The relevant PO Box addresses are listed on page 31. 30

Addresses by country Please remember to replace the AA1234 number with your own AA unique code. Austria Your Company Name Abteilung AA1234 [INSERT YOUR AA NUMBER] Postfach 111 1000 WIEN Belgium POIS Your Company Name (AA1234) [INSERT YOUR AA NUMBER] PO Box 3090 EMC-Building 710 1931 BRUCARGO Denmark Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] PO Box 1602 0900 Copenhagen C Finland ASIAKASPALAUTUS Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] PL 1110 00002 Helsinki Germany Your Company Name Abteilung AA1234 [INSERT YOUR AA NUMBER] Pastfach 100 60545 Frankfurt Ireland, Republic of Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] PO Box 4214 Dublin 2 Luxembourg Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] L-1060 Luxembourg The Netherlands You Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] c/o RM Netherlands Postbus 1048 2800 CA Rijswijk Spain Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] Apartado F.D. 866 28080 MADRID Sweden Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] 202 29 Malmö Switzerland Your Company Name Dept. AA1234 [INSERT YOUR AA NUMBER] Pastfach 200 8096 Zürich 31

32 Design elements

Design elements Please use the following artwork when designing your reply label. Alternatively you can download designs from royalmail.com/internationalbusinessmailresponse Austria Finland Luxembourg Spain Belgium Germany The Netherlands Denmark Ireland, Republic of Sweden Switzerland 33

Although correct at the date this booklet went to print, from time to time services may be added to, or withdrawn. Up to date information is available at royalmail.com/internationalbusinessmailresponse Royal Mail and the cruciform are trade marks of Royal Mail Group Ltd. Royal Mail March 2019 User Guide Royal Mail Group Ltd 2019. All rights reserved. Royal Mail Group Ltd, registered in England and Wales, number 4138203, registered office: 100 Victoria Embankment, London, EC4Y 0HQ. 34