Contact Support

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

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

I still need help

If you haven't found what you need, you can contact us either:

By email:

clickanddropsupport@royalmail.com

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: Click & Drop help