Customer Returns Support

Having Trouble Generating Your Return Label? We’re sorry you’re experiencing difficulties creating your Royal Mail return label. This page is here to help guide you through common issues and explain what to do next. Most of our returns go through without problems, but if you’re unable to generate your return label — don’t worry. We’ll make sure you’re still able to return your item easily.

Common Issues & What You Can Do

Package too large or too heavy ?

Our return service is set up for Royal Mail Large Letter parcels — the same size and format we use to send your original order.
Large Letter maximums: • 35.3cm x 25cm x 2.5cm • Up to 750g
If your packaging is too bulky or heavy, the system may reject your return.
What to do: Try to return the item using the original packaging or something similarly flat and lightweight. If this isn’t possible, continue below to request help manually.

"Error generating label” or “Technical problem" ?

Sometimes, you may see a general error message or the label won’t load. This could be due to: • Session time-out (you were on the page too long) • Browser compatibility issues • Internet connection interruptions What to do: Try refreshing the page or switching to a different browser (e.g. Chrome or Safari). If the problem persists, skip to the help section below.

Out of return window ?

We accept returns within 60 days of delivery. If you’re trying to return an item after this period, the label system may prevent you from proceeding. What to do: If you believe your return is still valid, or if you’ve had an extenuating circumstance, contact us below — we’ll review it manually.

No printer available ?

If you don’t have access to a printer, you may still be able to use a QR code to return your item. Just show the code at a Royal Mail Customer Service Point or Post Office and they will print the label for you. What to do: Check if the return label email includes a QR code. If not, request one by contacting us below.

Incorrect order number or details ?

If your return request can’t be matched with our records (e.g. wrong order number, spelling error in your name or postcode), the system may block your return. What to do: Double-check the order number from your confirmation email. If you’re unsure, contact us with the details you do have and we’ll find the order manually.

Duplicate or multiple return attempts ?

If you’ve already generated a label, the system may block further attempts to prevent confusion or misuse. What to do: If your original label was lost, expired, or didn’t download properly, contact us and we’ll reissue it manually.