Shipping & Returns Policy
Clear delivery timescales, carrier tracking information, custom order cancellation policies, and our 100% glass breakage guarantee.
Operated by Electrical Warehouse Ltd (Company No. 16170943) • Last updated: September 2026
1. Production Lead Times, Free UK Delivery & International Shipping
Every Mixel kit is manufactured with precision. Unlike mass-produced imported products, your backing board is individually cut and your glass tiles are hand-counted and packaged in our UK workshop.
| Destination & Kit | Carrier & Service | Timescale | Cost |
|---|---|---|---|
| United Kingdom (Standard) Standard 300×300mm Kit (1,156 tiles) |
Royal Mail Tracked 48 | Packed within 48 hours + 48-hour delivery (3–4 working days total) | FREE |
| United Kingdom (Express) Standard 300×300mm Kit (1,156 tiles) |
Royal Mail Tracked 24 | Packed within 48 hours + 24-hour delivery (2–3 working days total) | £3.00 |
| Europe (EU, EEA & Switzerland) Standard 300×300mm Kit (1,156 tiles) |
Royal Mail International Tracked | Packed within 48 hours + 3–4 working days delivery (5–6 working days total) | £12.00 |
| United States Standard 300×300mm Kit (1,156 tiles) |
Royal Mail International Tracked / USPS | Packed within 48 hours + 4–6 working days delivery (6–8 working days total) | £18.00 |
Order Tracking: Once dispatched, you will receive an automated dispatch notification email with your Royal Mail tracking number. For UK orders with a mobile phone number provided, Royal Mail will send a 2-hour delivery window SMS update on the morning of delivery. For US and European orders, end-to-end tracking transfers seamlessly to USPS or your national postal service upon arrival.
2. Order Cancellations & The Bespoke Goods Exemption
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 (CCR 2013), statutory cancellation rights differ between custom personalised products and standard catalogue kits:
Bespoke Custom Kits (Statutory Exemption - CCR 2013 Reg 28(1)(b)):
Under UK law, goods that are made to the consumer's specifications or clearly personalised are exempt from the standard 14-day statutory right of cancellation. Because custom Mixel kits involve bespoke laser-cutting of grid cell coordinates and individualised tile weighing/bagging based on your photo upload, custom kit orders cannot be cancelled, modified, or refunded once manufacturing has begun.
The 2-Hour Courtesy Grace Period
We know that accidental double-orders or photo regrets happen. To ensure you have complete peace of mind, Mixel provides a 2-hour grace period after checkout. If you notify us at [email protected] within 2 hours of payment, we will cancel your order and process a 100% full refund before your project enters our laser-cutting queue.
Standard Pre-Made Catalogue Kits (14-Day Cooling-off Period)
For our pre-designed, non-custom catalogue kits (such as Sunset Coast, Tokyo Neon, or Botanical Flora), you have a statutory 14-day right of withdrawal from the day you receive the parcel. To be eligible for a refund:
- The kit must be unopened, unused, and in its original retail packaging.
- All internal heat-sealed glass tile pouches must remain sealed and intact.
- You must notify us within 14 days of receipt at [email protected] to obtain a Return Authorisation.
- The customer is responsible for return postage costs for change-of-mind returns.
3. Damaged Glass in Transit & Our Free Replacement Guarantee
We take immense care in our packaging, using protective pouches and rigid wooden backing boards. In the rare event anything arrives damaged in transit:
Zero-Hassle Free Replacements:
If any glass tiles arrive chipped or cracked, or if your wooden board is damaged in transit, please don't worry about returning it. Simply take 1–2 photos of the damaged items and email them with your Order ID to [email protected]. We will dispatch replacement tiles or boards within 24–48 hours via Royal Mail Tracked completely free of charge.
- Built-in 5% Spare Tile Buffer: Every Mixel kit includes approximately 5% extra tiles per colour code. If you drop a tile or make a placement mistake, you have spares right in the box.
- Missing Items: If you find any missing tile pouch or adhesive bottle upon opening your kit, let us know and we will express-ship the missing components immediately.
4. Your Statutory Consumer Rights (Consumer Rights Act 2015)
As a UK consumer, you are protected by the Consumer Rights Act 2015 (CRA 2015). Nothing in our policies affects or diminishes your statutory rights:
- As Described & Fit for Purpose: Products must conform to the specifications and materials described on our website.
- 30-Day Early Right to Reject: If goods are delivered faulty, damaged, or misdescribed, you have the right to reject the goods within 30 days of delivery for a 100% full refund.
- 6-Month Guarantee: If a defect arises within 6 months of delivery that is not the result of fair wear and tear or misuse, we will provide a free repair or replacement.