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Help & support

This help and support is for non-OBA users. Go here if you are using Click & Drop with your OBA account.

Compatibility

Help with buying postage quickly

Help for regular eBay sellers

Sending international deliveries

Help with printing

Posting your item

Refunds

Useful links


Compatibility

How do I know if my computer/tablet is compatible with Click & Drop?

Click & Drop is compatible with the latest versions of Chrome, Internet Explorer, Firefox and Safari, and can be used on both Macs and PCs. Unfortunately, Click & Drop cannot be accessed through IE8.

To print your postage, you'll need to use free Adobe Reader.

Click & Drop is available for the majority of our UK and international services.


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Help with buying postage quickly

How do I buy postage quickly?

Are you looking to buy postage quickly to send a one-off delivery? Our guest user service is perfect for sending one-off parcels to friends and family.

Follow these simple steps to get started:

  1. From the homepage, go to Sending a one off, or a handful of parcels and click on Get started now (or click the link in the top right called Quick payment).
  2. Follow the simple steps 1 through to 6 to create your label. In step 5, you will be asked to enter your sender details. Sender details must be displayed on international items. However, if you are sending an item within the UK, you can decide not to display the sender details on your item by ticking the checkbox.
  3. At step 6, you will be asked to enter your email address. This is so we can send you confirmation of your order. We will not contact you for any other reasons, unless indicated.
  4. After creating your label, and selecting pay, you will be sent to the PayPal site to pay for your postage using your PayPal account or - if you're not a registered PayPal user - your credit or debit card.
  5. Once your payment has been processed, you will be prompted to download your label, your proof of postage, and - if you are sending an item outside the European Union (EU) - your customs declaration forms. You can now print off your label and other necessary documents, affix to your item, and you're ready to send!


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Top tips

  • When adding compensation in step 3, the services you are offered will change automatically depending on the amount of compensation that you have selected, so you can rest assured that you are choosing the best service to suit your needs.
  • Some services will require you take your item to a Post Office® branch. Don't worry, a notification will pop up to let you know if this applies to the service you have chosen.
  • You can add additional recipients to postage labels in step 4 by leaving the recipient title field blank, including the title, first name and last name of your first recipient with "and" in the "Recipient first name" field, and including the title, first name and last name of your second recipient in the "Recipient last name" field. For example:
    • Recipient first name: Mr John Smith &
    • Recipient last name: Mr James Williams
  • Please avoid using non-Latin characters when creating your addresses; if used, your labels will not be generated
  • Sender details must be displayed on international items. However, if you are sending within the UK, you can decide no to display the sender details on your item by ticking the checkbox in step 5.
  • It's important to read the Terms and Conditions in step 6 and confirm you're not sending any item which is prohibited or restricted in the UK or overseas.

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Help for regular eBay sellers

Printing postage labels for your sold eBay items couldn't be simpler with Click & Drop. Just follow the steps below to get ready for downloading your orders.

  1. From the Click & Drop homepage, click on Get started now under the Regularly selling through eBay? section.
  2. Complete our very simple registration form and click on the Sign up button. You'll shortly receive an email with a link to activate your account. Go to your inbox, click on the link to activate your account and set up your password.
  3. You can now log in to your Click & Drop account. You can do this by clicking on the link in the top right called PayPal users.
  4. Once logged in you will be taken to your Dashboard. The first time you log in, you will receive a prompt to connect to your eBay account. Alternatively, you can do this by going to Settings, choosing Channel connections and clicking on New eBay connection in the top right-hand corner of the page.
  5. Once back in your Dashboard, click on the Settings tab and choose Return address details. Click on Create new return address, complete the form and click on the Create new return address button at the bottom of the form.
  6. Go back to the Settings tab again and, this time, choose Registration details. From this page, you can change your marketing preferences given at registration, as well as being able to choose to have the following accompany your postage label every time you print. Just tick the boxes as required.
    • Return address
    • Certificate of posting
    • Compensation receipt

That's everything - you're now ready to start downloading your eBay orders


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How do I download my eBay orders?

Once you've packaged and weighed your sold orders you can use Click & Drop to print your postage labels. Follow the steps below to download your sold orders from eBay. If you have any other items to post such as a birthday card or a present, you can also use Click & Drop to Create a new order.

  1. After logging in to Click & Drop you will arrive at your Dashboard. From here go to the Orders tab and choose Manage orders.
  2. To bring your recently sold eBay orders (from within the last 7 days) into Click & Drop, click on Download orders. This may take a while depending on how many you have. Once you have refreshed your page, your orders will appear as a list on your order grid.
  3. You can decide which details appear in your order grid by clicking on the choose field button above your grid. This will make it easier for you to search through your orders. Click on the order ID number to view the full details of your order.
  4. You can search through your orders using the search fields at the top of each column. If you are unsure of exactly what you are searching for, or want to pull out orders which have specific details, you can use the asterisk search. This is particularly useful when searching for similar items which may have a range of different features, for example, different sizes and colours of the same item. Simply enter your first search term, followed by an asterisk (*) and your second search term (spaces are not necessary in this search). For example, when searching for all product names which contained the words "red" and "size 12" within their product name, you would enter "red*size12" in the Product Name search bar.

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How do I create labels?

  1. Begin by selecting the orders that you wish to create labels for. When creating one label, select the envelope icon on the right-hand side of the order. Alternatively, when creating multiple orders, select the orders you wish to create labels for and choose the Select Postage action from the Select action drop-down menu above your order grid. This will launch the "Select service" screen. You should select orders which have a "Select Postage" or "Buy & Print" status.
  2. Once the "Select service" screen has opened, follow the three simple steps to create your labels. The options that you choose will be applied to all items within your selection:
    1. Please enter your item details in step 1.
    2. You can choose your compensation, delivery speed and any additional enhancements in step 2. If you're using a service that needs a barcode, you will be prompted to take it to a Post Office® branch.
    3. Step 3 will ask you to enter a return address. A return address must be displayed on international items. However, if you are sending items within the UK, you can decide not to display the sender details on your item by ticking the checkbox. You can add and edit return addresses by clicking on the Return address details tab in settings. You can now either confirm and purchase your label(s), save your order to purchase and print your label(s) later, or cancel. If you choose to confirm and purchase your label(s) now, you will then be sent to the PayPal site to pay for your postage using your PayPal account, credit or debit card.

      And that's it - simply affix your labels and - if you are sending an item outside the EU - your completed customs declaration forms to your parcels and you're good to go.
  3. If you have chosen to save your order to purchase and print label(s) later, you will see these with a "Buy & Print" status on your orders grid. You can select up to 20 of these orders to purchase and print the label(s) at any one time, using the "Buy & Print" action in the drop-down menu.
  4. All of the labels that you have printed within a selection (up to 20) will be produced onto a single PDF, with each label positioned on one A4 sheet.
  5. You will receive one order confirmation email for each selection of orders that you purchase and print. This email will include details of all orders within this selection. You will receive one compensation receipt (if compensation has been bought) which will include all orders made in the purchase, and one file containing a separate Certificate of Posting for each order within your purchase.

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Why has part of my eBay address been cut off?

We will shorten the addresses on your eBay orders if the character limit exceeds our limits. This ensures the address can fit onto the label.


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How do I create a label for a non-eBay order?

You can also use your Click & Drop account for all your other postage needs. It's not just for the orders you've sold on eBay.

  1. From your Click & Drop Dashboard, go to the Orders tab and choose Manage orders.
  2. Click on the Create new order button in the top right-hand corner of the screen, complete the recipient's details and click on the Create new order button. Your new order will appear in your order list.
  3. Click on the envelope button on the right hand side of the order, or – if you are creating labels for multiple orders – select the order along with your other orders and choose the Select Postage action in the drop-down menu above your order grid.
  4. Follow steps a-c above to create the label for your non-eBay order.

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Top tips

  • For international orders pulled from eBay, please ensure the correct region is selected in order to avoid your item getting lost. For example, orders being sent to Spain could fall under the region of mainland Spain or the Canary Islands.
  • Once a label has been printed (whether this was an individual label print, or part of a multiple order selection), you have the opportunity to reprint the label individually by selecting the order/s for the label you wish to reprint and choosing the Re-print option from the Select action drop-down menu.
  • To view your 10 most recent 'multiple item' orders that you have printed, select Batch print history from the Orders tab.
  • You can add additional recipients to postage labels in step 4 by leaving the recipient title field blank, including the title, first name and last name of your first recipient with "&" in the "Recipient first name" field, and including the title, first name and last name of your second recipient in the "Recipient last name" field. For example:
    • Recipient first name: Mr John Smith &
    • Recipient last name: Mr James Williams
  • Please avoid using non-Latin characters when creating your addresses; if used, your labels will not be generated.
  • Please read the Terms and Conditions, and make sure you're not sending anything prohibited or restricted in the UK or overseas.
  • Please make sure you check addresses are correct and use our Postcode Finder tool. Incorrect addressing can seriously delay your item.

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What's my Dashboard for?

Your Dashboard is the homepage of your Click & Drop account. It gives you an overview of your orders and shows you at a glance how many items are at each stage in the postage purchase and printing process. From here, you can also access your Orders and Settings


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What do I use Settings for?

The Settings section is where all your background information is stored. From here you can view the following.


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Resetting your password

You can change your password on the log in screen. Simply click on Reset password and enter your email address. You will then receive an email containing a link to reset your password. Click on this link to return to the Click & Drop site and enter your new password.


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How do I refund multiple labels?

When refunding multiple labels, you must complete one refund form per label and attach the label in question as evidence to the appropriate refund form.


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Sending international deliveries

When do I need to use customs declaration forms?

Customs declaration forms are only necessary when sending items outside the European Union (EU). After you have paid for your international label, you will have the opportunity to download a CN22 customs declaration form and a CN23 customs declaration form. Both declaration forms are also available at your local Post Office® branch.

  • All items being sent outside of the EU with contents up to the value of £270 must have a signed and dated CN22 customs declaration form attached to the front.
  • Any item sent outside of the EU with a value in excess of £270 must have a fully completed customs declaration form. This should be attached using the plastic wallet available from any Post Office® branch.

You can find out more about customs declaration forms by visiting the Royal Mail website.


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Which items are prohibited and restricted for overseas sending?

There are some items which Royal Mail is unable to carry internationally for legal or health and safety reasons. Please check whether the items you intend to post are prohibited or restricted before you send them.


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Which countries am I unable to send to?

Items that are being sent to the following destinations, will not be accepted by Royal Mail: Yemen, Syria, Somalia and Libya. Please refer to the International incidents update for a round-up of any issues which may be affecting mail services to and from countries around the world.


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Help with printing

How do I print my label?

To print your postage, you'll need to use free Adobe Reader.

We recommend you do a test print first to make sure your paper is loaded correctly.


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What size will my label be?

Each label will need to be printed on a separate A4 sheet. All labels appropriate for letters will be printed landscape at size 3.5 x 5in (8.9cm x 12.7cm), while all labels appropriate for large letters and parcels will be printed portrait at size 5 x 3.5in (12.7cm x 8.9cm).


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What happens if my printer jams or if there's an error?

If something goes wrong you can apply for a refund. Please refer to the Refunds section.


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How long have I got to post my mail once I've printed a label?

Once you've printed your label, you have until the end of the next working day to post your mail. This means that if you buy and print your label on Friday, you will have until the end of the following Monday to post your mail (providing Monday is a working day). The post by date is printed on your label to remind you.


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Posting your item

What should I do when I'm ready to post my item?

Once you have placed your label onto your item, you can choose where to post it depending on the size of your item, the contents within and the service you have selected.

Drop your item off at a Post Office® branch if:

  • you have bought a signature or tracked service
  • you require proof of postage
  • you have selected a non-tracked service and want to place your item in our in-branch post box
  • your item contains any restricted goods and requires supporting documentation.

With 11,500 branches across the UK - many now with longer opening hours - you can find a convenient time that suits you. Alternatively, if you have lots of orders to fulfil and no time to go to a Post Office® branch, you can arrange a collection. We offer a variety of collection options, starting from £14.58 (excluding VAT) for a single collection. Find out more about collections here.

Drop your item off at a post box if:

  • your item is small enough to fit through a letter box
  • you have selected a non-tracked service
  • you do not require proof of postage

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Refunds

How do I apply for a refund?

Whether you've printed your postage or not, applying for a refund is easy. Complete a Click & Drop refund form and post it to the address shown. Refunds for unused online postage labels must be made within 14 calendar days from post by date. If you have printed out your postage, please attach your unused postage to the form. If you have not been able to print your postage, please supply the information requested in the form to help us locate your order.

Once received, we'll submit a refund request to PayPal within 5 working days. If your refund has been approved, PayPal will credit your account within 21 days.

Download the PDF refund form here (PDF, 52kb). Please send all refunds to:

Royal Mail Click & Drop Cancellations
FREEPOST
PO BOX 444
Brampton
Barnsley
S73 3AW


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Useful tools and information


Still need help using Click & Drop? If you have any queries that relate to Click & Drop and any purchases or refunds you have made, please contact us on 0345 611 3425 (Monday to Friday 8.00am to 5.30pm) or by email at clickanddropsupport@royalmail.com. You can also visit our general Help and Support section.

If you have a query that relates to the service you receive at a Post Office® branch, please visit www.postoffice.co.uk/contact-us.


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