How Do I Get Royal Mail to Refund a Charge?

In a nutshell: Royal Mail is a trusted courier and postal service in the UK that offers a convenient business account for managing collections and deliveries. To request a refund from Royal Mail, follow these steps: visit the Royal Mail website, log into your account, click the "Search" icon, search for "Claims Centre", click on the "Claims Centre-Royal Mail Group Ltd" search result, choose your claim type, answer basic questions, fill in item details, enter personal details, enter recipient's details, and contact customer support if needed.

Jeff Whelpley is the editor / author responsible for this content.
Jan 22, 2024


Royal Mail is a British courier and postal service provider trusted by companies to send letters and parcels. A Royal Mail business account offers the convenience of managing collections and deliveries from an app or website. For items delivered through Royal Mail, you receive a fee that includes import VAT and customs duty, ensuring quick delivery. If you’d like a refund from Royal Mail, request one through these steps.

Go to the Royal Mail Website

Royal Mail provides services online only, so you must visit the company website if you have issues with your account. To visit the Royal Mail website, search “Royal Mail” on your web browser and click the first link from the search results.

How Do I Get Royal Mail to Refund a Charge? (Step 1)

Log Into Your Account

Sign into your account to access the services Royal Mail offers. Click the “Log In” button to open the Royal Mail Accounts login page. This opens the account dashboard.

How Do I Get Royal Mail to Refund a Charge? (Step 2)

Click the “Search” Icon

Once you log in, click the “Search” icon.

How Do I Get Royal Mail to Refund a Charge? (Step 3)

Search “Claims Centre”

Next, type “Claims Centre” in the search bar. Click the search icon to load the results.

How Do I Get Royal Mail to Refund a Charge? (Step 4)

Click “Claims Centre-Royal Mail Group Ltd”

Clicking the search button opens a new page with various results. Click the first search result, the “Claims Centre-Royal Mail Group Ltd.”

How Do I Get Royal Mail to Refund a Charge? (Step 5)

Choose Your Claim

Sometimes, items get damaged or lost when being shipped by Royal Mail. You must specify what happened to the item in question to request a refund. It's possible to request refunds for lost or damaged items, delayed items, and damaged property. The claiming method depends on where the item was posted, how and where the postage was paid, and the service used. Click “At a Post Office” if your items were shipped through a post office.

How Do I Get Royal Mail to Refund a Charge? (Step 6)

Answer the Basic Questions

The platform opens an online claim form which assesses your claim eligibility. You must answer a few basic questions, including whether you posted the item by Royal Mail, the account type used, and if you were using a tracked returns service provided on an online marketplace.

How Do I Get Royal Mail to Refund a Charge? (Step 7)

Fill in the Item Details

The next section asks for details specific to the item returned. Enter the die number if you use a franking machine. Also, be sure to specify whether the item was sent out of the UK and what product was used to send the item. Enter the class product, tracking number, and posting date that matches your receipt.

How Do I Get Royal Mail to Refund a Charge? (Step 8)

Enter Your Details

The Next Section asks for personal information. Specify whether you’re a business or individual customer, the delivery date, and provide proof of posting. If you’re claiming a refund for a damaged item, provide images of the damaged item or packaging. An essential part is to enter your address since it will be used to send a check once your refund is approved.

How Do I Get Royal Mail to Refund a Charge? (Step 9)

Enter the Recipient’s Details

Once you’ve filled out your information, enter your recipient’s as well. The company uses this information to determine where the item has gone. Contact Royal Mail customer support if you encounter problems during the process.


Royal Mail is an experienced postage service provider known for successful deliveries. You can claim a refund if items get lost or damaged while being shipped. Following the appropriate steps ensures a hassle-free experience. If you experience setbacks during the process, customer support provides further assistance.

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Jeff truly believes that all customers deserve good service. He’s been building tools, inventing phone tree hacks and helping customers since before his days at GetHuman. He's also a Google GDE and involved in the Angular community.

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