Contact Royal Mail Customer Service


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Royal Mail Customer Service Hours

Days Open Closed
Monday 08:00 18:00
Tuesday 08:00 18:00
Wednesday 08:00 18:00
Thursday 08:00 18:00
Friday 08:00 18:00

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.

Royal Mail 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 Royal Mail customer service 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. Call the Royal Mail telephone number above to find the nearest location.

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 the Royal Mail customer service number a call.

My item says that is has been delivered but my customer says that they haven’t received it, what should I do?

If you posted the package then you will need to know who exactly received the item. You should endeavor to check with the person who is receiving the package and whether anyone else could have taken the delivery for them, signed for it, or received the item in their place.

You may also wish to ask whether they had it delivered to a work address or a home address. If it was delivered to a work address then it’s possible that it has been left in a mailroom or with an office administrator, and you should aim to check that first.

If the package can still not be located then you may wish to verify the shipping and billing address and ensure that it has been sent to the right location. If it has not been sent to the right location then you may wish to call Royal Mail support as quickly as possible to find out what exactly has happened and the best way to remedy the situation.

If you received the item, rather than sent it, and the item has been signed for by someone else, you may wish to contact Royal Mail and find out the signature or name of the person who signed for the item.

If it was delivered to where you live, check with all others who live in your household or even with your neighbours too, as they may have signed for it for you. Remember to also check your mailroom if you had it sent to a work or company address, or with the receptionist or office administrator at your place of work.

If this still does not lead you to find it, perhaps you should call the Royal Mail contact number to find out the next steps available to take.

My item arrived broken or damaged, how do I get my money back?

This depends on exactly what the item was. It’s worth noting that the Royal Mail will not accept any liability for things if they meet some criteria. For example, if the item is ceramic, like a plate, or decorative ceramic statue, jug, cup, or something else, and was sent using a normal (standard) delivery method, then Royal Mail will not accept your claim.

In this case, you may wish to send via special delivery as the item is especially fragile and this may incur an extra cost to deliver safely and with a guarantee.

In addition to this, Royal Mail won’t accept liability for things that cost a lot of money or are very highly valued, for example things like money in the form of notes, other forms of currency like purchasing vouchers or coupons, or anything else if it was sent by standard delivery. If you have a very high value item that needs to be sent then it is best to do so using Special Delivery

Guaranteed, as this leaves you with the possibility of claiming should your item be damaged.

If your item does not come under these headings and is damaged or you’ve received it and it is broken, you may wish to contact support either online or over the phone at the Royal Mail phone number above to find out the best solution as quickly as possible.

I have received a red card that says ‘Something for you’, what is it and what do I do next?

When the Royal Mail is unable to deliver a package, for example if there is no one in to collect the package, they have nowhere to leave it and there is no one else, like a neighbour, to sign for it, then they may leave a card which explains why your item was not delivered.

On this card should have information about redelivery or whether you can collect the parcel in person. You should be able to collect your delivery one working day after it was attempted to be delivered.

It is worth noting however that items are only kept at the offices of Royal Mail for eighteen days. If you do not attempt to collect your delivery or arrange redelivery after a period of eighteen days then Royal Mail will return the package to the person that sent it, and you’ll have to discuss sending again with that person who sent it.

I have a red card but the date on it is over eighteen days old, what happens now?

Royal Mail keep all of their deliveries that have been returned in their delivery office for a period of up to eighteen full days.

If, after this date has passed, they haven’t been collected by the intended recipient or the redelivery of the items has failed, then the item will be returned to the original person who sent it.

When is my item going to be redelivered?

The exact time and date that your item will be redelivered varies depending on a few different things, including where you live, what part of the country or jurisdiction you’re in, and also the format of the delivery, for instance whether you sent it first class, signed for, or otherwise.

If your package is sent with the Royal Mail Signed For First Class option, then the Royal Mail aim to redeliver the package the very next working day. For second class, this is extended to between two and three working days.

On the other hand, if it was sent by Special Delivery, and Guaranteed by 1pm, then it is of course guaranteed to arrive by 1pm the following working day. In addition, if the package was sent by Special Delivery Guaranteed by 9am, then it will be guaranteed to arrive within this time schedule.

For international postal services, the length of time will change depending on the location of dispatch and delivery. International Tracked and Signed services are aimed to be delivered in Western Europe in a time frame of between 2 and 3 working days, while places outside of Western Europe can be up to 7 working days.

Call the Royal Mail number on this page to answer any other queries you may have.