Contact Royal Mail Customer Service

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Pro Tips Royal mail customer services callers

When sending items with Royal Mail, always ensure that the address is clearly written on the front of the parcel. Include the zip code or postcode and the name of the country in English. The country name should be written in CAPITAL letters.

Always include a return address in case the letter or parcel couldn’t be delivered.

This is a free service from Royal Mail.

Always pack the goods securely and make sure the packaging fits properly – to avoid the goods being shaken and possibly broken.

If you need to send money, you shouldn’t post it. Rather come into a post office and get a postal order.

Remember to complete any customs paperwork before you send an item outside of the EU.

Frequently asked questions:

Where can I find out about size and weight restrictions?

You can call the customer care live at Royal Mail or have a look at the handy guide online to be able to see the limitation dimensions. You can also pop into a post office where a teller will be able to advise you further.

Where is my delivery?

You can call in to customer services or go online to track your delivery. You will need the 13 digit tracking number (reference). This can be found at the bottom of most labels or listed as “bar code” or “barcode” on other labels and receipts.

What do I do if I have lost my reference (tracking) number?

The person who sent you the item(s) should still have the details you need, including the reference number.

If this number is lost, you won’t be able to track the parcel.

It can be found on the label and on the post office receipt.

Can I send anything via Royal Mail?

No, there are prohibited goods.. please see the list below:

  • Aerosols – excluding personal hygiene and medicinal items. So deodorants, shaving creams, hair sprays, etc are fine.
  • Paint, oven cleaners, etc.. are not allowed.
  • Alcoholic drinks – Content higher than 70% ABV
  • Ammunition – Except air-gun ammunition
  • Asbestos
  • Batteries – Conditions apply
  • Clinical and medical waste
  • Drugs and narcotics
  • Corrosive substances
  • Counterfeit currency
  • Dry ice
  • Environmental waste
  • Some electronic items – Conditions apply
  • Explosives
  • Flammable liquids and solids
  • Frozen water
  • Gasses – Conditions apply
  • Goods made in foreign prisons
  • Human remains
  • Infectious substances
  • Living creatures
  • Obscene publications and illegal images
  • Pesticides
  • Poisons
  • Radioactive goods
  • Weapons

If you are in any doubt as to what can be sent, contact customer services before you attempt to send anything. Or go to one of the many post offices around the UK and a teller will be able to advise you further.

Where can post from?

You can drop off your goods in a post box or go in-store to a Post Office. If you need to locate a Post Office, please go online to the store locator tool, or give Customer Services a call.