FAQ

FAQs

Here are the answers to just some of the questions we're often asked by our customers.

If you've got a question that isn't included below, you can phone the relevant customer service team on the numbers below:

For all Shop related issues:
You can call us directly on 0344 826 1399
9:00 am - 5:00 pm Monday to Friday, excluding bank holidays.

For All Other Post Office EnquiriesOpens in new window - call 0345 722 3344
8.15am - 6pm, Mon-Fri; 8.30am - 2pm, Sat; Closed Sun and bank holidays.


Delivery

Q. What are the delivery options and how much do they cost?
A. You can choose from Next working day delivery which costs £3.95 inc.VAT, and 3-5 days delivery which costs £2.99 inc.VAT. You can get FREE delivery - when you spend over £30 ex. VAT, excluding stamps, pre-paid envelopes, coins & collectibles. Applies to both next working day and 3-5 day options.

See full delivery information

We deliver to all mainland UK locations and Northern Ireland.

Q. When will my order be delivered?
A. If you choose Next Working Day delivery, the following applies:

  • Deliveries to business addresses are made Monday to Friday between 9am and 5:30pm excluding public holidays.
  • Deliveries to residential addresses are made Monday to Friday between 9am and 7pm excluding public holidays.
  • Orders placed before 6pm will be delivered next working day subject to credit checks.
  • Orders placed after 6pm on Fridays, and at weekends, are delivered the following Tuesday.
  • Exact delivery times are not available.

Customers wishing to take greater control of their next day delivery can register
for a free UPS My Choice Opens in new window account.

UPS My Choice members get flexibility and control over home deliveries, with alerts before the first delivery attempt and the power to redirect or reschedule packages to fit your needs.

* All orders go through fraud screening. If any issues arise, shipment may be delayed until they are resolved.

Unfortunately, we can't offer Next Day delivery to certain areas - including some Aberdeen postcodes and the Scottish Highlands. In these cases delivery will take 2-3 working days. See below for the list of area exceptions for Next Day service.

AB13 AB14 AB15 AB23 AB30 AB31 AB32 AB33 AB34 AB35 AB36 AB37 AB38 AB39 AB41 AB42 AB43 AB44 AB45 AB51 AB52 AB53 AB54 AB55 AB56 BT(ALL) FK20 G63 G83 G84 HS1 HS2 HS3 HS4 HS5 HS6 HS7 HS8 HS9 IM1 IM2 IM3 IM4 IM5 IM6 IM7 IM8 IM9 IM99 IV1 IV10 IV11 IV12 IV13 IV14 IV15 IV16 IV17 IV18 IV19 IV2 IV20 IV21 IV22 IV23 IV24 IV25 IV26 IV27 IV28 IV3 IV30 IV31 IV32 IV36 IV4 IV40 IV41 IV42 IV43 IV44 IV45 IV46 IV47 IV48 IV49 IV5 IV51 IV52 IV53 IV54 IV55 IV56 IV6 IV63 IV7 IV8 IV9 KA27 KA28 KW1 KW10 KW11 KW12 KW13 KW14 KW15 KW16 KW17 KW2 KW3 KW5 KW6 KW7 KW8 KW9 ML10 ML11 ML12 ML8 ML9 PA20 PA21 PA22 PA23 PA24 PA25 PA26 PA27 PA28 PA29 PA30 PA31 PA32 PA33 PA34 PA35 PA36 PA37 PA38 PA41 PA42 PA43 PA44 PA45 PA46 PA47 PA48 PA49 PA60 PA61 PA62 PA63 PA64 PA65 PA66 PA67 PA68 PA69 PA70 PA71 PA72 PA73 PA74 PA75 PA76 PA77 PA78 PH10 PH11 PH15 PH16 PH17 PH18 PH19 PH20 PH21 PH22 PH23 PH24 PH25 PH26 PH3 PH30 PH31 PH32 PH33 PH34 PH35 PH36 PH37 PH38 PH39 PH4 PH40 PH41 PH42 PH43 PH44 PH49 PH5 PH50 PH6 PH7 PH8 PH9 TD13 TD14 TR21 TR22 TR23 TR24 TR25 ZE1 ZE2 ZE3

Q. What happens if my order isn't delivered on time?
A. You can check if your order has been dispatched on the Order Tracking page. You will need to sign in to see your account details.

You can also call our customer services team on 0344 826 1399 who'll be able to provide more detailed information.

Q. Who will deliver my order?
A. All orders are sent either by Royal Mail or UPS.

Q. Do you deliver overseas?
A. No, sorry, we only deliver to mainland UK locations and Northern Ireland. We can't deliver to the Channel Islands or other locations outside the UK.


Ordering

Q. What happens if I forget my order number?
A. When you place an order we'll send you an order acknowledgment email with your order number included.

You can also find it by logging onto the My Account section (you'll find this in the top right of the page) and selecting Order Tracking. You'll see that each of your orders has a reference number next to it.

Q. How do I check the status of my order?
A. You can check if your order has been shipped by logging in to the My Account section (you'll find this in the top right of the page) and selecting Order Tracking.

You can also call our customer services team on 0344 826 1399 who'll be able to provide more detailed information.

Q. How can I pay on the site?
A. We accept MasterCard, Visa, Maestro, Corporate cards and PayPal. For pre-approved business account holders we also offer payment by invoice. Read more about our payment methods.

As number 1 retailer of postage stamps in the UK we are happy to work with customers large and small on their postage stamps requirements. However, we would respectfully point out that large volume and high value orders are treated by the website and despatch systems separately to mainstream orders. As part of this process, We would recommend that customers wishing to order over £1500 of postage stamps contact our customer care team before placing the order.

This will allow us to validate the stock position for any large order and deal with your request as a priority pick through our warehouse and transport systems.

In addition, for user card protection and anti-fraud verification, it may be that additional validation is required and we reserve the right to request large value orders for postage are paid by Cheque, BACS or Transfer rather than by card payment.

This is designed to provide an additional layer of verification and security along with allowing us to work with you to ensure a secure signed delivery of any order.

The Post Office Shop team handle many large and high volume orders every week and we will work to accommodate your requirements wherever possible.

Q. Is the online payment system secure?
A. We take security very seriously and our entire site is covered by the highly recognised VeriSign SSL certificate and McAfee Secure.

Q. What happens to my order if my Internet connection is suddenly lost?
A. If this happens, provided you were logged in at the time your items will still be in your shopping basket when you return to the site.

Q. Can I place an order over the phone?
A. Unfortunately, we are unable to accept telephone orders.

Q. During Checkout the price of a product line has changed.
A. This is an effect of the rules set by HMRC for calculating and reporting VAT. As prices are set in ex. VAT form, and then VAT is applied, the inc. VAT amount is calculated to a fraction of a penny. The final total must be shown to meet the rules set by HMRC. Overall, a few prices will be rounded down a penny, and a few prices will be rounded up by a penny. The majority of products will not be affected.

Q. How can I get a VAT receipt?
A. If you require a VAT receipt please reply to the dispatch confirmation email we send to you stating that you require a VAT receipt. Alternatively, once you have received your goods, if you require a VAT receipt then please contact us and we'll arrange one for you.


Returns

Q. How do I return goods?
A. You'll find full details of how to return goods to us on our Returns page.

Q. How can I exchange a product?
A. We don't currently offer an exchange service. However, as a consumer you have the right to cancel any order within 14 working days of receipt of the goods and receive a full refund. Firstly, you need to contact us within 14 days and return the item in the same condition in which you received it. We'll then refund you and then you can reorder another item to replace it.

Q. I received a faulty item, what do I do?
A. You'll find full details on our Returns page.

Q. I've received the wrong item, what do I do?
A. You'll find full details on our Returns page.


My Account

Q. What if I can't log in?
A. If you're having problems logging onto postofficeshop.co.uk, here are a few things to try:

  • Close your Internet browser, re-start it and then press Ctrl + F5 on your keyboard. This will clear your browser for a fresh start.
  • If you've forgotten your password, you can request a re-set.

If you still have any problems, please call our customer services team on 0344 826 1399 for assistance.

Q. What happens if I forget my password?
A. If you forget your password, go to the Forgotten password page. Then just enter the email address you used to register with the site, and we'll email you a new password.


Battery Recycling

Q. What is your battery recycling policy?
A. Under the Waste Battery Regulations, Vow Retail Limited are now offering a take-back scheme for all portable waste batteries. You can return your waste batteries to our business premises in person (PLEASE DO NOT POST).
See About Us for locations.

Alternatively, you can find your local waste portable battery recycling facility at www.recyclenow.com. Most supermarkets and shops that sell batteries will have collection bins for used batteries, and some town halls, libraries or schools may also set up collection points. End-users may find stores in their local area more accessible.


WEEE Regulations

Q. What is your Electical Equipment Recycling Policy?
A. The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.
In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS). Unwanted electrical equipment is the UK's fastest growing type of waste. Many electrical items can be repaired or recycled, saving natural resources and the environment. To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination, harming wildlife and also human health.

We're proud to support your local authority in providing local recycling facilities for electrical equipment. To find your nearest recycling centre, visit the www.recycle-more.co.uk website and type in your postcode.


Other

Q. Who can I contact if I'm having technical difficulties with the website?
A. Our customer services team is happy to talk you through any problems you might be having with the site. You can call them on 0344 826 1399.

Q. Who has access to my personal information?
A. Your information may be used by two companies - VOW Retail Ltd to operate the site and process your orders, and by Post Office Ltd for their marketing activities.

During registration you agree to the collection and use of the personal information you provide, in accordance with the Privacy Policy, and you can opt-out of marketing communications if you choose to.

If you have any further question regarding privacy, please see the Post Office Shop Privacy Policy or get in touch through "contact us".

Q. I need to re-order a printer cartridge. How do I know which one to order?
A. Every cartridge has a product code on it, and this is also marked clearly on the product packaging. If you're having trouble finding this, you can also visit the manufacturer's website for help.
You can also use our Ink Finder to search by printer make and model, or by cartridge number.

Q. How do I add an item to 'my favourites'?
A. If there are certain items that you order regularly, you can add them to your favourites list. This saves you time looking for an item each time you return to the site.

When you click on a product detail page, you'll see a small red heart icon with a + symbol next to it (this will be on the right hand side of the page). Click on this icon to add that item to your favourites list. You can then view your list by logging onto the My Account section.

 

Contact the Post Office Shop Customer Care Team

Opens in new window
Contact the UK Call Centre on: 0344 826 1399

0344 826 1399

Open 9am - 5pm Mon-Fri

UK Call Centre. Opening time can vary subject to annual or public holidays.
Orders are not taken by our operators over the phone
Orders are not taken by our operators over the phone Orders must be placed online and we are unable to take orders over the telephone due to PCI compliance regulations. We apologise for any problems this may cause to some users.

Post Office Shop is a registered trademark of Post Office Ltd.
© Post Office Limited . All rights reserved.
All order are subject to the Terms & conditions.