Refunds and cancellations

Now and then a label can't be created, for example if Royal Mail doesn't accept the address. The label stays paid for and shows what went wrong. Open it and select Retry, or Edit and Retry to correct the address. If you'd rather not send it, select Request Refund and we refund the full price.

You can cancel a label you haven't used for up to 14 days after you bought it. Open the label in your account and select Cancel Label.

• If the cancellation is confirmed, the label stops working and we refund the full price.
• If the label has already been scanned or used, it can't be cancelled or refunded.
• Once a label is cancelled, don't use it. A parcel sent with a cancelled label may be held, returned or charged to the recipient.

If you can't cancel a label you haven't used, contact us through the support chat and we'll look into it.

If you start buying a label but don't finish paying, nothing is charged. The unpaid order expires after 24 hours.

If you were charged twice, a label doesn't print, or something else has gone wrong, contact us through the support chat with the label's reference. We review every request and may refund all or part of the price.

A lost or damaged parcel is a claim to Royal Mail rather than a refund. Our terms and conditions explain how claims work.

Every refund goes back to the card or wallet you paid with. We start it straight away, and your bank usually shows it within 5 to 10 working days.

The law gives consumers 14 days to cancel most services bought online. When you buy a label, you ask us to create it straight away, and the legal right to cancel ends once the label has been created.

That's why we have our own 14-day cancellation policy for unused labels, described above. It doesn't affect your other legal rights. The full wording is in our terms and conditions.