Existing Drop & Go customers

Drop & Go is our free fast-track parcel drop-off service for small businesses, online sellers or anyone regularly sending mail.

Next time you have post to send, simply visit the fast-track counter (where available) and drop off your items along with a completed manifest (which you can now create online). There’s no queue and no need to wait for your items to be processed. Your items will be processed for you and sent on the day you drop them off. The cost will be deducted from your prepaid account, and your new credit balance will be updated. If you’re sending anything tracked or if you need any certificates of posting, we’ll keep those receipts ready for you to collect on your next visit.
Read more at https://www.postoffice.co.uk/dropandgo.

There are two ways to register for a Drop & Go account: in-branch or online. We recommend registering online and completing the on-screen application details. You will be issued an eight digit account number and then receive an email confirming the details. Please keep this account number safe as you will need this to post items and access your account.

Alternatively, you can register in branch by completing an application form. You will be given an eight digit account number and then you can register this online.

If you’ve already opened a Drop & Go account in-branch and want to register it online, you just need your account number and the postcode registered to your account. If your card or account details have been lost or stolen, pop into a branch and we can help you out.

If you have registered for Drop & Go in-branch, you can set up online access to your account today. You will need your Drop & Go account number and the postcode registered to your account. If your card or account details have been lost or stolen, please go to branch.

Right now, it's not possible to link more than one Drop & Go card/account. We recommend that you keep the card/account you use most often, and if any of the remaining cards/accounts have a balance on them, ask the branch to close these for you. We'll then arrange a refund for any remaining credit.

We recommend that you use Google Chrome or Safari web browser and accept cookies, in particularly functional and performance cookies, to avoid technical issues preventing you receiving the email. Please also make sure your browser is up to date, your mail box is not full and your out of office is off.

Please check all your junk and spam folders and add no.reply@postoffice.co.uk as a safe sender in your contacts. If it still hasn’t arrived, please click on the ‘request new code’ link. If the problem persists, please contact us directly.

Yes, you can now top up your Drop & Go account/card online. We accept most major credit and debit cards.

As you go to top up your Drop & Go account online, you will be asked to give your payment card details. Beneath the fields requesting these details, there is a tick box that reads “Save Card Details”. Simply check this box and you will have added this card for ease when making future payments. The security code on the reverse of the card is never stored at any point and will need to be re-entered with every purchase.

All card details (except security codes) are stored completely securely by our secure payments partner. You can store as many cards as you like, and if you can’t remember whether you’ve saved a card or not, you can save the same one twice. For removing a payment card, see the next FAQ. 
 

When you make a payment, you will be offered the choice of your stored cards. There is a dustbin icon next to each card. If you click this, the corresponding card will be removed from the secure vault. You will also see a pencil icon, which will enable you to change a card’s details.

Yes. As an online customer, you can set up ‘auto top-up’. Select the ‘Learn more’ button on the ‘Top up D&G’ page. You can set a threshold balance, a top-up amount and payment card. You can change these at any time or cancel auto top-up altogether. The auto top-up terms and conditions provide complete details.

We recommend you set the top-up amount to cover the value of your typical basket total debits. These are shown in your account history. Set your lowest balance to give you a margin of safety to ensure all your Drop & Go items can be processed in a single session. The top-up amount should be greater than the lowest balance.

We'll send you an email, but you can also inspect your online account history, where online top-up, in-branch top-up and auto top-up are listed as distinct entries. Please make sure that no.reply@postoffice.co.uk is listed as a safe sender in your contacts and not diverted to your spam folder.

If you have auto top-up set up, please contact the branch and explain that. When they go back into your account, auto top-up should have increased the balance. If not, do please check your email for any failure notifications. You can still top up online or in branch if necessary.

This can happen only under very rare circumstances. We apologise for any confusion. The account balance displayed on the main navigation page and on the top-up page will show the correct current balance.

It may happen very rarely that we lose communications with our trusted payments provider. This leaves the transaction in an uncertain state. We will find out as part of overnight reconciliation whether we debited your payment card. Some manual action may be required to put things right.

When an auto top-up payment fails, the auto top-up mandate will be automatically cancelled by your bank. You will need to set up auto top-up again.

No. Payment card industry rules say we must refer you to your bank. If payment for an auto top-up is declined, we won’t attempt further auto top-ups until you set it up again.

Yes – just use the filters at the top of the page. For example, you can search for items within a specific date range.

This is a refund for postage charged incorrectly. In the unlikely event that our branch processes your mail and then realises afterwards they have issued a label for the wrong service, they can rectify this. If required, they can credit the difference to your account. This will be itemised as a basket credit.

You can top up your account using Visa, Mastercard & Maestro debit and credit cards or cash.

VAT receipts are not available online so you will need to keep the receipts that are printed in-branch where you send your mail.

Receipts aren’t issued for individual top-ups, however you will be given a postage receipt in-branch which can be used for accounting purposes. If you top up in-branch, you’ll be given a receipt showing that your account has been credited. 

You’ll just need to bring your Drop & Go account number or card, your completed manifest and the items you’d like to post.

If you do not yet have a Drop & Go account, please refer to the ‘registration’ section.

You can use virtually any branch across our network to drop off your mail. A handful of branches can't offer Drop & Go due to space restrictions. Search for your nearest branch using branch finder, remembering to select "Drop & Go" as the service required.

Drop & Go can be used for any mails service that we offer through the Post Office.

If there's any problem processing your mail, the branch will be in touch as soon as possible. For that reason, we need to capture your email address and phone number – ideally a mobile number. When you drop your items off, we'll also check these details with you again, just so we know we've got the right number to get through to you. If we can't get to speak to you, we'll try a few more times. If we can't get through to you after that, we'll keep your items safe until we can speak to you.

There are some restrictions on what you can and cannot send through the Post Office. We’ve got a guide to everything you need to know about which items are restricted or prohibited.

There are some Royal Mail services which don't offer compensation for money and valuables, even if they're low value. If you're going to send either money or valuables, then you'll need to use Royal Mail Special Delivery Guaranteed ® to ensure that you're covered. Money includes postal orders, cheques, bonds, bond coupons and any other investment certificates; and coupons, vouchers, tokens, cards, stamps and other documents which can be exchanged in-whole or in-part for money, goods or services.

We want to help you ensure your manifests are filled out correctly every time. So we’ve produced a guide to manifests that tells you everything you need to know. 

1. Open your manifest
2. The default name of your manifest will be “Draft”, click on this name at the top of the page and you will be given the option to change it.
3. Once you have edited the name, click on “Save for later” which will save your change.

Once you have completed your manifest you are ready to visit a Post Office branch.

For the time being, proof from the Post Office website can't be used as a certificate of posting. We'll let you know when this changes.

Yes. As long as the manifest has been certified by the Post Office it will be accepted by Royal Mail as proof of posting.

The items only appear in your purchase history once they've actually been processed by the branch – so check again later in the day and they should appear.

You'll need to ask for these when you drop your items off at your branch. We'll then keep those receipts for 30 days, ready for you to collect. At the moment, you can't generate receipts or certificates of posting online.

In the unlikely event that an error is made when deducting funds from your Drop & Go account we will correct it, usually within 24 hours. These can be credits or debits and will show in your account as a transaction correction. Any promotional credits that we choose to run will also be labelled ‘Credit transaction correction’.

To view all of your mail that has been processed please click on purchase history. Here you will be able to view and filter through your sent items.

If you are unsure whether the postmaster has chosen the correct postage for your item and would like to raise a query or complaint, please email customercare@postoffice.co.uk and include Drop & Go in the subject line. Make sure you give as much detail as possible, including the item number and destination.

o get a refund, you must close your account. Please see the FAQ entitled ‘How do I close my account?’ for details.

You can block your account online in the ‘Manage your account’ area. This will prevent anyone from using your account/card. We can also block it for you in branch. We'll need your account/card number and some ID to verify your identity. If you don't know your card/account number, then just pop into the branch with ID to prove your identity and your address. The branch can also issue you with a replacement account number. Any outstanding balance you had on your old card will automatically be transferred across to your new one.

Go to the ‘My account’ area, click on "edit" and update any details. For some updates, we'll send a message to the registered email address on the account to let them know that details have been changed.

Please be assured we will never pass your details onto a third party. We will only use your details to let you know about relevant offers on Drop & Go and other Post Office products. If you would rather not hear about these, please go to ‘My Identity details’, then ‘settings’ and click on ‘keeping you informed’. We will still need your contact details to contact you in the event of a problem with any of your orders you’ve left with us at a branch.

From time to time we’ll send you service messages informing you of changes to the service and, if you’ve opted in, we’ll also send you Drop & Go-related offers.

If you would like to close your Drop & Go account please follow these instructions:

1. Log in to your Drop & Go account.
2. Visit the “My account details” page. You can navigate to here by clicking on you username at the top right hand corner of the page.
3. Once you arrive at this page click on “My Drop & Go Account Status”
4. Click on “Close account”
5. Select a reason why you want to close your account.
6. Click on submit.

Alternatively, you can ask your branch to request the closure for you. In both cases you will receive a letter in ten working days to the address that you opened the account at. You will need to take this letter with some ID to the Post Office to collect the remaining credit.