Shipping with Royal Mail

If you're shipping from a fulfillment location in the United Kingdom, then you can buy shipping labels from Royal Mail.

The shipping rates that you're charged are based on Shopify's account with Royal Mail.

Considerations for shipping packages with Royal Mail

Review the following considerations when using Royal Mail as a Shopify-supported carrier:

• Royal Mail as a Shopify-supported carrier ships only domestically within the United Kingdom and doesn't support international destinations.
• Make sure that the products you're shipping meet Royal Mail's prohibited and restricted items requirements.
• To purchase Royal Mail shipping labels, you must have a fulfillment location based in the United Kingdom.
• Royal Mail labels can be voided only after 11 days have passed from the date of the label's purchase.
• Your package must be shipped within 7 days of purchasing a Royal Mail label. Refer to the post-by date printed on your shipping label.
• It's recommended to include Royal Mail's terms of service in your store's shipping policy.

Domestic shipping with Royal Mail

Package requirements for Royal Mail domestic shipments

The following are the maximum values that Royal Mail allows for domestic shipments:

• Maximum weight is 20 kg (44 lb)
• Maximum length is 61 cm (24 in)
• Maximum width is 46 cm (18 in)
• Maximum depth is 46 cm (18 in)

Royal Mail requires items to be packaged according to their packaging guidelines. If you need to submit a claim for a damaged shipment and your package doesn't meet these guidelines, then your claim might be denied.

Submitting shipping claims for Royal shipments

If you're using Royal Mail with Shopify and your shipment is lost or damaged, then you can submit a shipping claim with Shopify Support.

Included insurance coverage for Royal Mail shipments

Royal Mail offers up to £75 GBP coverage for lost and damaged packages.

Submit a shipping claim for lost or damaged Royal Mail shipments

You can submit a claim for lost and damaged Royal Mail shipments. Lost claims must be submitted no earlier than 7 days and no later than 37 days from posting. Damage claims must be made within 80 days of posting.

To open a shipping claim with Royal Mail, submit a shipping claim in the Shopify admin.

Include the following information in your claim:

• The value of the items in the shipment
• The product category for the items, such as “Clothing and accessories - Footwear”
• A description of each product, such as “Brown, size 5 boots”
• The details of the claim, such as whether an item was lost or damaged
• An invoice showing your cost of goods for the items in the claim. This invoice should display the price that you paid to your supplier or to manufacture your product, not the price that your customer paid to you.

For damaged shipments, you also need to include the following information:

• At least two photos that display the damage:
  • One photo of the damaged product
  • One photo of the condition of the shipping package

For lost shipments, also include a signed Denial of Receipt (DOR) from the customer and the date that you received the DOR. To help the claims process, you can also include any comments from the customer.

You can use the following DOR template to send to your customer in an email for them to sign:

Date of dispatch: ______________________
Royal Mail tracking number: ______________________
Order/Reference Number: ______________________
Receiver’s first name: ______________________
Receiver’s last name: ______________________
Receiver’s delivery address: ______________________
Receiver’s email: ______________________
Receiver’s phone number: ______________________

I / We hereby declare that the above-mentioned parcel has not come into my / our possession and has not come into the possession of a person known to me / us.
I understand that if I knowingly make a false statement, I could be committing a criminal offense.
I also undertake to inform Royal Mail Group Ltd at business.claims@royalmail.com immediately if any lost items are subsequently found.
By submitting this form, you confirm that the details provided in this form are complete and accurate to the best of your knowledge. The date this document is submitted will be taken as the date you made the declaration of non-receipt.
Date of signing: ______________________
Signature: ______________________