Applying for a refund (Personal customers)

If you have paid for a label in error, or you no longer need to send a package you have generated a label for, you can now request a refund online, or via post.

Applying to refund an order online

From your 'Orders' page, select the order or orders you would like to request a refund for. From the 'Other actions' drop down menu on the grey bar, select 'Request label refund' as shown below:

Please note that only orders in 'Label Generated' or 'Despatched' statuses can be refunded automatically. You cannot request a refund automatically for an order which has a refund request already pending, or has had a previous refund request which has been denied. 

  1. Select the Order you wish to receive a refund for.
  2. Using the quick actions menu at the top of the grid, select 'Request refund'
  3. Click the 'Go' button when you are ready. 
  4. A new pop-up window will appear asking you to provide a reason for your refund request. Select your option from the drop-down menu, and then click the 'Request refund button':


Please note that it will take up to 5 working days after the post-by date of your label for a refund to be processed. During this time, your order will remain in 'Paid' status. If your refund has been approved, your account will be credited within 21 days.

Once the time has elapsed, the payment status of your orders will change to 'Refunded' if your refund has been successful, or 'Refund denied' if your refund has been unsuccessful.

Please note that once a refund has been denied, you will not be able to request another refund for that order. If you believe your refund request should not have been denied for any reason, please contact Royal Mail customer services who will be able to investigate: