To help reduce guest enquiries about delivery — especially during peak season — we recommend making a few simple updates to your shop setup.
These steps are designed to set clear expectations before a guest places an order, which significantly lowers the number of delivery-related chases you’ll receive.
If a customer has already reached out about a delayed or missing order, please use our handling guide here:
1. Remove non–Signed For postage options
Removing standard (non–Signed For) services is the most effective way to reduce delivery-related questions.
Why this helps:
Better tracking visibility for your guests
Fewer inbound chases on the order's wherabouts
Extra reassurance during postal delays
You can do this by updating your postage options in Shop → (click product with postal option) → untick any non-Signed /non-special delivery for options
See example GIF below showing how this is done within the product config:
2. Add Royal Mail cut-off dates to your product description
On the same product page as point 1 above, add to the Product long description about the Christmas cut-off dates we advise. Do the same for all other products you have that have postal options that our fulfilment service fulfils orders for.
This will give guests confidence before they checkout.
Customers will then see this information directly on the shop, for example:
2nd Class: order by 15th December for Christmas delivery
1st Class: order by 18th December for Christmas delivery
Special Delivery: order by 21st December for Christmas delivery
Remember: Make a note to yourself to remove the Christmas cut-off dates after Christmas! 😅
This upfront clarity is one of the biggest drivers of reduced support queries.
Once you've saved your changes, on your shop it'll look a bit like this:
3. Add extra wording to your Postage names
You can also set expectations directly on the checkout page by adding delivery timeframes or notes to the postage labels themselves.
Update these by going to Settings → Postage categories and editing each service name.
For example:
1st Class Signed For – Dispatched next working day
Special Delivery – Recommended for Christmas
Once saved, these updates may take a few minutes (or up to an hour) to appear on your shop's checkout.
Remember: Make a note to yourself to remove any Christmas wording to the postage names after Christmas! 😅
If you’d also like to adjust postage rates — for example, reducing the postage cost or allowing multiple cards in one basket without extra charges — please see our guide on editing postage pick rates.
(Note: Toggle’s pick/pack charges to your account remain the same, even if you reduce postage costs or allow multiple picks under one rate for your customers).
After editing them, they'll appear on the checkout page like in the example image below:
4. Add delivery guidance to your Dispatch Email
Your Dispatch Email is sent automatically to the customer (who placed the order) as soon as the warehouse marks their order as dispatched. It’s the perfect moment to reinforce delivery expectations.
We recommend adding a short message to explain:
How they can track their order
Expected arrival time
Who they should contact if they have questions
You can update this in Customise → Dispatch email.
Note: If a customer chooses a tracked postage option, the tracking number will automatically appear in the email — but the Royal Mail tracking link will not. Please add a line such as:
“Visit Royal Mail’s Track Your Item page to check for delivery updates,”
or include the direct link (www.royalmail.com/track-your-item).
Important:
Make sure you add your own support email to the Reply-to address field.
If this is left blank, replies will go to a no-reply Toggle address that isn’t monitored — meaning guests won’t reach you.
Because guests should already have seen your dispatch timing (next working day) on the product page and postage options (assuming you include information about it to those pages as outlined on the previous points above), this email simply reinforces what they already expect.
Here's what the Dispatch email can look like after making those edits:
