Contact Support

Advice, troubleshooting help, and answers to many frequently asked questions can be found in our help pages: Click & Drop help

If you still need help, please 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

If you are a Personal customer, and you pay for your labels as you generate them please see: Applying for a refund, Personal customers

If you are an Online Business Account customer, please see: Applying for a refund, Online Business Account customers

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: Correction Charge Help

Issues with label printing quality

It is important that all text and barcodes on labels you print are clear and readable. For more information on best practise, please see: Parcel Label Best Practice Guide (April 2025)

Help with integrations including orders not importing or connection issues

Many common issues with integrating online Webstores and eCommerce marketplaces can be found in our help sections. Many integration help guides have a troubleshooting section for commonly encountered issues and how to resolve them: Click & Drop Integrations Help

Help with your Online Business Account (OBA) including billing

Please see: https://business.help.royalmail.com/

Help with Parcel Collect: 

Please see: https://www.royalmail.com/collection

For general information about Royal Mail products, services, and promotions

Please see our Business customers homepage or Personal customers homepage.

I still need help

The fastest way to get help is to contact the right team using one of the options below:

If your enquiry is about an item you’ve sent / you’re expecting:

Call your dedicated Business team if you have an Online Business Account (OBA):

03457 950 950

8am–6:30pm Monday to Friday

8am–3pm Saturday

Don’t have an Online Business Account (OBA)? Call us to speak to an advisor:

03457 740 740

8am–6:30pm Monday to Friday

8am–3pm Saturday

9am–2pm Sunday

Alternatively, or for contacting us outside these hours, you can use our Contact Us form to reach the right team:

Complete our form

For support completing your online postage purchase or for using Click and Drop

Call our technical support team:

0345 2661 004

8am–6pm Monday to Friday

Important note

Please avoid including sensitive personal information or screenshots containing personal data when emailing us, to help protect your information.