Franking help centre
Royal Mail Franking Service. Help Centre.
All the support and advice you need to help you get the most out of your franked post.
Are you based in London or do you regularly send mail to addresses in London?
Find out how our services will operate during the London 2012 Olympic and Paralympic Games.
- Find out about changes to pricing from 30th April 2012
- Find out about changes to the legal scheme
- How to prepare and present your franked mail
- Where to post your franked mail
- How to arrange a business collection
- How to order mailing supplies
- When to contact your Franking machine provider
- What to do if your business is changing
- More help and Information
- For a fresh look at the Royal Mail Franking service
Find out about changes to prices to pricing from 30th April 2012
Our prices are changing on 30th April 2012. To find out more visit
Find out about changes to the legal scheme
We’re making some changes to the legal scheme and have sent out a letter and leaflet detailing the changes. More information can be found in our prices FAQ’s.
Here’s a few things you need to know to help you avoid unnecessary fees or charges:-
How to update the prices in your machine- You'll need to contact your manufacturer or supplier as early as you can to organise your price download, or tariff chip in preparation for the new prices. You’ll now be able to select by product rather than price on your equipment which will keep you up to date with correct pricing. Having the right prices in your equipment ensures you never run the risk of underpaying and you will therefore save yourself an administration fee of £0.80 per mail piece plus the underpayment amount on each item.
Here's a handy pdf link to the Royal Mail Scheme for Franking Letters and Parcels 2008. (1.89MB)
Service your machine annually – You need to keep your machine in peak condition by organising an annual inspection for your franking machine in line with The Legal Scheme for Franking Letters and Parcels 2008 and your Royal Mail Licence to frank mail.
How to arrange a refund for incorrect prints - We recognise that mistakes are made, so our easy solution to an incorrectly printed franking impression is to refund the amount to you, less a 15% charge of the total value to cover administration costs. This change comes into effect in line with our new prices.
How to prepare and present your franked mail
Here are some easy to use posters (A3 size) designed to help you when preparing your mail for posting or collection. Print off and display near your franking machine to help you get mail preparation and prices right first time.- How to present franked mail items.pdf 177KB
- How to present mail for posting or dropping off.pdf 108KB
- How to present mail for collection.pdf 335KB
- UK Prices Wall Chart.pdf 1.96MB
- Airmail prices wallchart 2012 1.98MB
The above guides will help you meet the requirements of the Legal Scheme for Franking Letters and Parcels 2008.pdf (1.89MB) and your Royal Mail licence.
All the documents are available to download in Adobe Acrobat PDF format. If you don't already have it you can download the free Acrobat Reader 
Where to post your franked mail
You can drop off your franked mail at your local Post Office® branch or at the Enquiry Office of your local Mail Centre / Delivery Office.
To find out the address and opening times of your local Delivery Office, call our automated information line on 0845 6050767.
You can also post your franked mail in Business Posting Boxes. Call 08457 950950 to find your nearest Business Posting Box.
Your franked mail could be delayed if you post in a normal, non-business post box . By following this easy-to-use guide: How to present mail for Posting.pdf (108KB) you will meet the requirements of the Legal Scheme for Franking Letters and Parcels 2008.pdf (1.89MB) and your Royal Mail licence.
How to arrange a business collection
Do you want a regular or one-off post collection? Use our Royal Mail Customer Collection Service
Our easy-to-use, print and display poster (A3 size) will show you how to prepare your mail for collection.pdf 335KB
How to order mailing supplies
To order your free red and green pouches, bags and labels go to online mail supplies or call Royal Mail stationery and stores on 08457 950950.
For supplies for your franking machine or white, low volume posting envelopes, please contact your franking machine provider
Help and advice when ordering your mail supplies. (If you do not have a Royal Mail account, please enter your franking machine's die number in the account number field).
When to contact your Franking machine supplier
Not sure where to go for help? This printable guide will show you, at a glance, who to contact: Royal Mail or your franking machine provider.pdf 68.7KB
Contact details for all Franking manufacturers/suppliers/inspectors and maintainers
What to do if your business is changing
If you are moving to a new address please update your details here at least 14 days before you move. You also need to inform your franking machine provider in writing.
Please contact your franking machine provider if you:
- Want to upgrade your machine
- Need a SMART machine so you can claim VAT returns
- Want to see exactly what your postal spend is on.
Your franking machine provider will be able to discuss your needs in detail.
If your posting needs are changing, go to our Franking service page for a fresh look at franking and to find out the range of mail products you can buy with your machine.
More help and information
If you still haven't found the help you need, here at the help centre we have even more advice and support for you.
Did we help you today?
If you still have a question and the answer is not something you need to refer to your franking machine provider.pdf (68.7KB) for, please email us your enquiry and we will respond within 48 hours.
Your comments and feedback are important to us. Please email us with suggestions of what else you would like to see on this page.
