Advice and asked to many frequently asked questions can be found in our help pages.
Choose from the options below to find the best way to contact us:
To view any ongoing or known incidents affecting one or more parts of our service including manifesting, making payments, or generating labels:
Check our Status Page to view any ongoing incidents: https://clickanddrop.statuspage.io/
Help with tracking an item
If you’ve purchased a trackable item, you can track it here: https://www.royalmail.com/track-your-item#/
If you’ve already tracked the item and need help with the tracking status, please check: https://www.royalmail.com/help/postage-tracking-terms-explained
If you still need help, check: https://www.royalmail.com/help/lost-items-parcels-letters
Help with requesting a refund (Personal customers)
If you are a personal customer, please see: https://help.parcel.royalmail.com/hc/en-gb/articles/115001529593-Applying-for-a-refund-Personal-customers-
If you are an Online Business Account customer, please see: https://help.parcel.royalmail.com/hc/en-gb/articles/115001532174-Applying-for-a-refund-Online-Business-Account-customers-
I haven't received my refund:
Refunds can only be processed 7 days after the purchase was made. The refund can then take up to a further 14 days to be processed by the issuing bank. If 21 days has passed or if you have requested a refund for a single item or items which was part of larger order, this may not be processed. Please email us the details of the order and which items are requested to be refunded to clickanddropsupport@royalmail.com.
Royal Mail Surcharge Help
We have launched a dedicated web page to provide information and help to customers on understanding when surcharges are applied. It is a one stop shop for help and support material and can be accessed using this link: www.royalmail.com/surchargehelp
Help with integrations including orders not importing, or connection issues
Check our help and troubleshooting guides: https://help.parcel.royalmail.com/hc/en-gb/categories/115000174374-Integrations
For general information about Royal Mail products, services, and promotions
Please see our Business customers homepage or Personal customers homepage.
I still need help
If you haven't found what you need, you can contact us either:
By email:
clickanddropsupport@royalmail.com
By telephone:
0345 2661 004
Office hours: Mon-Fri 8am-6pm
For all other issues:
Check our guides and FAQs: https://help.parcel.royalmail.com/hc/en-gb