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:

Help with tracking an item

If you’ve purchased a trackable item, you can track it here:

If you’ve already tracked the item and need help with the tracking status, please check:

If you still need help, check: 

Help with requesting a refund (Personal customers)

If you are a personal customer, please see:

If you are an Online Business Account customer, please see:

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                                                              

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:

Help with integrations including orders not importing, or connection issues

Check our help and troubleshooting guides:

Help with your Online Business Account (OBA) including billing

Please see:

Help with Parcel Collect: 

Please see:

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:

Please be mindful of your obligations around data protection when sending data or screenshots as part of your support request.

By telephone:

0345 2661 004

Office hours: Mon-Fri 8am-6pm

For all other issues:

Check our guides and FAQs