Royal Mail by Sendcloud Shipping Conditions

Purpose: This article provides an overview of Royal Mail shipping conditions within Sendcloud, detailing available services, delivery expectations, parcel characteristics, and additional resources for customers using Royal Mail via Sendcloud. 

Royal Mail by Sendcloud Shipping Services

Special conditions & activation

If you’d like to activate Royal Mail by Sendcloud, go to:

• Shipping > Carriers in your Sendcloud panel 
• click Enable next to Royal Mail by Sendcloud.

Sendcloud offers Royal Mail domestic and international tracked services for reliable, fully tracked deliveries. These services are available as drop-off only, giving you flexibility through Royal Mail’s extensive post office network.

You can ship with Royal Mail directly via Sendcloud without needing your own Royal Mail contract; all shipments are processed under Sendcloud’s contract with Royal Mail.

Label appearance: “MARKETPLACE SELLER” text

Please note that all Royal Mail by Sendcloud labels include the text “MARKETPLACE SELLER” printed on the label.

This text is required by Royal Mail for operational and sorting purposes and cannot currently be removed from labels generated under Sendcloud’s Royal Mail contract.

Royal Mail has confirmed that the text must remain to ensure the successful processing and delivery of shipments. Other platforms using Royal Mail shipping services may also display the same text on labels.

We apologize for any inconvenience this may cause.

Additional Resources

For more detailed information regarding your shipments with Royal Mail, please refer to the resources below:

• Prohibited and Restricted Items – Royal Mail Guidelines
• Royal Mail Zones, Sizes, and Weight Information (Online Price Guide) 

Domestic shipping methods

International shipping methods

Currency Limitation for Royal Mail by Sendcloud International Shipments

When shipping with Royal Mail by Sendcloud International, please be aware that Royal Mail only accepts shipment values in GBP.
This means that even if you select another currency in Sendcloud, the value is always sent to Royal Mail as GBP.

Not affected: Direct Royal Mail contracts

This limitation applies only to Royal Mail by Sendcloud International.
When using a direct Royal Mail contract, the shipment value is transmitted based on the order currency imported from your store.

Return Shipping Methods

Domestic Returns

Claims Process & Conditions

Standard Liability:

All Royal Mail shipments include basic compensation for loss or damage under specific reimbursement limits, depending on the shipping method used.
This is not insurance but standard liability coverage with maximum caps.

Deadlines:

Domestic:

• Delayed / Lost: Claims can be submitted starting from day 8 after the first scan, and must be submitted within 30 days of the first scan.
• Damaged / Delivered, not received: Submission is possible after the delivery scan up until a maximum of 30 days after the first scan.

International:

• Delayed / Lost: Claims can be submitted starting from day 11 after the first scan, and must be submitted within 180 days of the first scan.
• Damaged / Delivered, not received: Submission is possible after the delivery scan up until a maximum of 180 days after the first scan.

High-Value Parcels:

For parcels worth more than the above mentioned caps or containing fragile items, we strongly recommend adding Sendcloud Shipping Protection to ensure full coverage against both loss and damage beyond Royal Mail’s standard limits.

Damaged Parcels:

Claims for damaged parcels are accepted under Royal Mail’s liability coverage up to the maximum limits above.
To submit a claim, you must provide:

• Proof of postage
• Proof of value
• Photos of the damaged product, including the box and inner packaging

Lost Parcels:

Claims for lost parcels are accepted under Royal Mail’s liability coverage up to the maximum limits above.
Required documents:

• Proof of postage
• Proof of value

Delivered but Not Received:

If tracking shows the parcel as delivered (including GPS scan or delivery confirmation), a claim may still be possible, but only if your customer completes a signed Denial of Receipt (DOR) form.
If your customer refuses to sign the DOR, the claim cannot be submitted.

Important Reminders:

• Royal Mail does not refund shipping costs for delays under liability compensation.
• If a parcel is lost or damaged, shipping costs may be refunded only if the total claim amount (parcel value + shipping) is below the liability cap.
• Certain items may be excluded from claims under Royal Mail’s terms. Always check their prohibited items list.