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Help & support

This help and support is primarily intended for unregistered 'quick payment' users. Registered users should visit the Click & Drop help centre for more comprehensive help documentation.

Compatibility

Help with buying postage quickly

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

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. 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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