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
If you haven't found what you need, you can contact by the following:
If you do not have a Business Account with Royal Mail and still you have an issue:
Email customer.service@royalmail.com
Telephone 03457 740 740 between 8:00 – 18:30
If you have an Online Business Account (OBA) with Royal Mail and still have an issue
Email business.customer.service@royalmail.com
Telephone 03457 950 950 between 8:00 – 18:30
If you have a technical issue, or you would like help using the Click & Drop or Send an Item websites, you can contact us either:
By email:
clickanddropsupport@royalmail.com
Please be mindful of your obligations around data protection when sending personal data or screenshots as part of your support request.
Telephone 0345 2661 004 Mon-Fri between 8am-6pm