Royal Mail Shop Help and Support

You can find the answers to the most commonly asked Royal Mail Shop queries by clicking on the links below:

Returns and Refunds

If you’ve changed your mind or have incorrectly ordered something
If you are a retailer or Direct customer and you wish to return items, you must contact us within seven days of receipt. Please get in touch by clicking on the Contact us link at the bottom of this page, and selecting the Shop icon. Goods must be returned within 14 days of receipt.

If you are a Philatelic customer you can return products for any reason within 30 days of receiving your order. Please contact us via our online customer enquiry form and we will advise you on the process for returns. You must return the products within a reasonable timescale of giving us notice.

If shop items arrive damaged, items are missing, or stamp orders are not of philatelic quality
Please contact us via our online customer enquiry form. We will either refund or replace (at our expense) any incorrect or missing products and send you a postage paid label, which you can attach to your package if you are returning items.

With limited edition items, we may not always be able to issue you with a replacement, and we won’t be able to replace specific numbers of a limited edition product.

We’d like to apologise if the products received weren’t what you were expecting.

If you’d like to change your order
If any details need to be changed after you’ve placed an order, please contact us via our online customer enquiry form. We will try to cancel the order before items are despatched. You will then need to place a new order.

My Royal Mail Shop order hasn’t arrived

In the unlikely event that your order has not been received within the advertised timescales, please report this to us by completing the online customer enquiry form and we will help you resolve the situation.

Please give us as much information as possible so that we can look into your issue: order number, order date, how the order was place (e.g. by phone/via the website), and confirm the delivery address. If you don’t have all the information to hand, don’t worry, just let us know as much as you can.

Contact us about the Royal Mail Shop

If you need to get in touch, please use our online customer enquiry form. We aim to respond to your enquiry in three working days.

Please do not email philatelicenquiries@royalmail.com as this address is no longer in use.

We always strive to meet our customers' expectations. However if you would like to make a complaint please complete the form mentioned above.

Payment methods

You can make a payment by any of the following methods:

Visa
Mastercard
Paypal

You could also save time by starting a subscription, where we will send your order automatically. To find out how, get in touch by clicking on the Contact us link at the bottom of this page, and selecting the Shop icon.

Statements and VAT receipts

We have produced a guide to your Royal Mail Shop statement.

If you place an order for a product on the Royal Mail Shop, you will not receive a VAT receipt by default. If you'd like a VAT receipt for your purchase, please contact one of our Customer Service advisors by clicking on the Contact us link at the bottom of this page, and selecting the Shop icon.

Technical issues

Please check the following to ensure you can complete your order on the website.

Third-party cookies
To use the Royal Mail Shop you may have to have third-party cookies enabled in your browser. If third-party cookies are disabled by default it may mean you are pushed back to your profile page. There are many different devices and browsers and therefore we cannot provide specific instructions on how to enable third-party cookies.

Third-party cookies come from other websites' advertisements (such as pop-up or banner ads) on the website that you're viewing and are stored on your device. Websites might use these cookies to track your web use for marketing purposes.

You may also wish to add https://www.royalmail.com and https://shop.royalmail.com as exceptions in your browser restrictions.

Phone number
Please ensure your telephone number on your order page is keyed in with a 0 (zero) at the beginning with no spaces in between.

Safari browser
If you experience issues using the Safari browser, changing to an alternative browser may help.

Royal Mail Shop terms and conditions

Please refer to our full terms and conditions for the Royal Mail Shop.

Also, here are our terms and conditions specifically for Philatelic customers.

Business Retail terms and conditions and further forms can be found at royalmail.com/retailer

Business Direct business customers terms and conditions can be found at royalmail.com/direct

How do I sponsor a special handstamp?

To sponsor a special handstamp please contact:

Handstamp Liaison
Royal Mail
Tallents House
21 South Gyle Crescent
Edinburgh
EH12 9PB

Or telephone: 0345 071 2000

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