Existing Drop & Go customers

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

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 & Conditions provide a comprehensive overview.

We recommend you set the Top-up amount to cover the value of your typical Basket total debits, as shown in your Account History. Set 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 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 noreply@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.

Yes, you can mix and match at your convenience.

This can happen only under very rare circumstances. Apologies 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 or not we debited your payment card and 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.

Your Drop & Go balance is the very latest information that we have, including any top ups you've made either online or in branch. However, if you have items waiting in a branch to be processed, then these might not  have been deducted from your balance yet – as soon as they are processed, your balance will be updated.

We allow you to have up to £750 on your account at once. Any online top-ups will be capped if the top-up is likely to take you over that amount.

The only way you can withdraw funds from your account is to close the account.

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

No. Payment card industry rules say we must refer you to your bank. If payment for an Auto Top-up was declined, we will not 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 a postage label issued 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 and if required, credit the difference to your account. This will show as a credit to your account and be itemised as a basket credit.

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

If you require a VAT receipt, this is not available online at present so you will need to keep the receipts that are printed at the branch where you send your mail.

When you top up your account this will show in your account history if you use online top up or auto top. There is no VAT receipt for a top up as the receipt you will need to use for accounting purposes is the postage receipt. If you top up in branch you will 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. We have a handful of branches who, because of space restrictions, can't offer Drop & Go. 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 off your items, 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 get to speak to you.

There are some restrictions on what you can and cannot send through the Post Office. For example, there are specific requirements for money and valuables. If you're sending restricted goods within the UK, you will need to declare these and discuss them with our mail experts in branch.

They'll advise you on the best way to send those items. There are prohibited goods which cannot be sent at all within the UK with any mails provider. Please don't take the items to the branch – we simply can't accept them!

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.

1. In the My Account area, click on Manifests.
2. Click on Create New, this will open a new manifest
3. You can change the name of this manifest by clicking on “Draft” at the top of the page
4. Click on “Add new item”
5. Now populate the following fields
Item number: Any number which corresponds to one of your items that you will drop off.
Country: The destination country of your parcel, if your mail is inland bound type “UK”.
Service: The mailing service you would like to choose, for example 1st Class, 2nd Class, Special Delivery, Signed For...
Postcode: The destination Postcode for your mail
Dangerous goods: A short description of the Restricted good along with the size & quantity.
Barcode number: If you are choosing a service which has a barcode to track the status of the parcel such as Special Delivery or Signed For, please enter the barcode number if you have attached a label. You don’t have to attach a label if you don’t have one, the Postmaster will be able to do this for you.
Value: Please enter the numeric value of the good along with the currency. For example, if you are sending an item worth £50 please enter 50 GBP.
6. To add an additional item, click on “Add New Item”
7. Once you have finished inputting your items, you can either save your manifest and/or export it as a PDF.

You can delete an item from your manifest by clicking on the bin icon next to it.

If you want to replicate an item in your manifest click on the copy icon next to it which will create a copy in the row below.

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 go to the Post Office, simply take your mail, your Drop & Go card or account Number and your manifest.

At the moment, any proof from the Post Office website can't be used for 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 off your items at the 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.

You'll need to ask for these when you drop off your items at the 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 of 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 & destination.

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, and 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.