Send Letters OnlineHelp centre
We're here to help.
Browse the topics below or email us directly. Our support team is available 24 hours a day, 7 days a week.
Popular topics
The most common questions, answered at a glance.
Tracking your letter
Tracked services include end-to-end Royal Mail tracking. You'll receive a tracking reference in your order confirmation email. Track at royalmail.com or in your orders dashboard.
Delivery times
Same-day despatch for orders placed before 2:30pm UK time on working days. Second Class: 2-3 working days. First Class: next working day. Special Delivery: guaranteed by 1pm next working day.
File formats
We accept PDF files up to 30 MB. For best results, export at A4 size (210×297mm) with 3mm bleed, embed all fonts, and use CMYK for colour printing. We print black & white by default.
Billing & refunds
Payment is taken securely via Stripe at checkout. If your letter cannot be despatched we will issue a full refund automatically. For other refund queries, email us within 14 days of the order date.
Your account & orders
Sign in to view your full order history, download receipts, and track letters. Guest orders can be looked up using your email address. Use magic link sign-in for passwordless access.
International post
We send to 200+ countries (excluding sanctioned destinations such as Russia, Belarus, North Korea, Iran and Syria). Delivery is typically 3 days to EU countries and 5 days to the rest of the world. International Standard starts from £5.99 for EU and £7.99 worldwide. Tracking is not currently available for international letters.
Preparing several attachments? Combine your PDFs before uploading with our free browser-based tool.
Unsure about delivery terminology? Read our UK postal terms explained guide.
Frequently asked questions
If your question isn't here, email us - we reply within minutes.
What time is the despatch cut-off?
Before 2:30pm UK time on working days. Orders placed at or after this time, or on weekends and UK bank holidays, will be despatched the next working day.
Can I send a letter as a guest without creating an account?
Yes. You can send a letter without an account - just enter your email at checkout and we'll use it to identify your order. You can also sign in later to see all your guest orders in one place.
What file types do you accept?
We accept PDF and image files (PNG, JPEG). PDFs should be A4 (210×297mm), have embedded fonts, and not be password protected. Images are automatically scaled to fit an A4 page - portrait orientation gives the best results. Maximum file size is 30 MB.
Can I cancel or change an order after placing it?
Orders move into production very quickly. If you need to cancel, email hello@sendlettersonline.co.uk immediately and we'll do our best to help - but we cannot guarantee cancellation once an order is in the print queue.
Do you print in colour?
Yes. Colour printing is available and priced per page. Black and white is selected by default as it is the most economical option. You can switch to colour during the letter builder.
How is my document handled securely?
Letter content and uploaded files are private. Access to order documents is restricted to authorised requests. Fulfilment requires processing by our printing and postal service providers. See our Privacy Policy for processing, retention and data-rights information.
Do you offer volume discounts?
No automatic volume discount is currently documented. The quote depends on the document, print options, destination and postal service. Contact hello@sendlettersonline.co.uk about larger runs before placing orders.
Is there a business or API option?
Enabled accounts can check their prepaid balance, upload documents, create paid individual letter orders and poll order status through our REST API. API order creation is live and billable. There is no free-send sandbox, official SDK or customer delivery webhook currently offered. Use standard HTTP clients and polling; repeated sending requires your own integration.
What happens if my letter isn't delivered?
For tracked services you'll have a Royal Mail reference to raise a claim. For untracked services, Royal Mail requires 15 working days to pass before a loss claim can be submitted. Email us and we'll assist.
Can I send to a PO Box or BFPO address?
PO Box addresses are supported for UK delivery. BFPO (British Forces Post Office) addresses are also accepted. Enter the address exactly as it appears on official correspondence.
Still need help?
Our support team is available 24/7 - including evenings, weekends and bank holidays. We typically reply within a few minutes during business hours.
Order queries
Include your order ID or the email address used at checkout and we'll pull up your order immediately.
Urgent or time-sensitive letters
Tell us in your email subject line. We'll prioritise your query and respond within minutes.
Business & API support
Enterprise customers have a dedicated account manager. Email us and mention "business" for faster routing.