If you need assistance with your order or have a question about one of our products, we recommend reviewing the frequently asked questions below. If you’re unable to find the information you’re looking for, please contact our support team at support@mimios.com, and we’ll be happy to assist you.
SHIPPING & DELIVERY
We currently ship exclusively to physical residential and business addresses within the United Kingdom.
We do not ship to:
• P.O. Boxes
• BFPO addresses
• Freight forwarders
• Addresses outside the UK
Orders placed with unsupported addresses may be cancelled and refunded.
Orders are processed through our UK fulfilment operations and dispatched using trusted national courier partners operating within the United Kingdom.
Each order undergoes quality inspection and secure packaging before release to the courier.
For more details, please visit our Shipping Policy
We provide Free Standard Tracked Shipping on all UK orders.
• No minimum purchase required
• No hidden handling charges
• The price shown at checkout is the final price you pay
Delivery consists of two stages:
Order Cut-Off Time: 17:00 (GMT – London)
Orders placed after 17:00 are processed the next business day.
Processing Time: 1–4 business days (Monday–Friday)
Transit Time: 8–11 business days (Monday–Friday)
Total Estimated Delivery Window: 9–15 business days from order date.
These are estimated timeframes and not guaranteed delivery dates.
Delays may occur during:
• UK bank holidays
• Peak seasonal demand
• Severe weather
• Remote area routing
Tracking details are emailed once your parcel has been dispatched.
Please allow up to 2 business days after dispatch for tracking updates to become active in the courier’s system.
Delivery is considered complete when the courier marks the parcel as delivered.
Not always.
Most UK couriers operate safe-place delivery where:
• The parcel may be left in a secure location
• Photo confirmation may be recorded
If signature confirmation is required:
• 1–2 delivery attempts may be made
• The parcel may be redirected to a local collection point
If returned to us due to failed delivery, our team will contact you to arrange redelivery.
If your order has not arrived within 15 business days:
• Check tracking first
• Allow 3 additional business days for courier delays
• Then contact support@mimios.com
We will initiate a courier investigation where necessary.
If tracking confirms delivery:
• Verify safe locations
• Check with neighbours
• Confirm address accuracy
If still unresolved, contact us within 3 business days so we can assist with a courier trace.
Risk of loss transfers once the parcel is handed to the courier, but we will reasonably assist in investigations.
ORDER MANAGEMENT
Yes within 24 hours of placing your order, provided it has not entered fulfilment.
After processing begins, address changes may no longer be possible.
Customers are responsible for providing accurate delivery information.
Product variations (colour, style, quantity) may be modified within 24 hours if fulfilment has not started.
Once processing begins, changes may not be feasible.
Yes. Orders may be cancelled within 24 hours of purchase if fulfilment has not started.
After this window:
• Cancellation may not be possible
• The order may need to be returned after delivery under our 30-day return policy
PRODUCT & PACKAGING
Some items (including lighting, glass décor, stone-inspired finishes, and ceramic pieces) are classified as fragile.
We use protective packaging including:
• Custom-fit foam inserts
• Shock-absorbing padding
• Reinforced outer cartons
This packaging is designed to minimize transit damage.
Original packaging should be retained for any return.
Most lighting products include bulbs unless otherwise specified on the product page.
Please review the “What’s Included” section of each product listing.
RETURNS & REFUNDS
You may request a return within 30 days of delivery.
Return eligibility requires:
• Unused condition
• No installation damage
• All accessories included
• Secure packaging
Yes.
All returns require a Return Merchandise Authorization (RMA).
Returns sent without an RMA:
• May be delayed
• May be rejected
• May not be eligible for refund
To request an RMA, email support@mimios.com.
Damaged, defective, or incorrect items:
• We cover return costs
• Replacement may be dispatched immediately
Change-of-mind returns:
• Customer covers return shipping
• No restocking fees apply
Tracked shipping is required for all returns.
Refund Process:
Inspection Time: 1–2 business days after arrival
Refund Processing Time: Within 7 business days after approval
Refunds are issued to the original payment method.
Bank processing times may vary and are outside our control.
Customers are responsible for the return shipment until it is received by our facility.
If lost:
• File a claim with the courier
• Provide tracking documentation
We will assist where reasonably possible.
PAYMENTS & SECURITY
Yes.
• SSL encryption protects all transactions
• We do not store full card details
• Payments are processed through secure third-party gateways
We accept:
All transactions are processed in £ (GBP).
Common reasons include:
• Incorrect card information
• Insufficient funds
• Bank security verification
• Payment provider restrictions
We recommend contacting your bank if issues persist.
Approved refunds are processed within 7 business days.
However, banks may take additional time to reflect funds.
If you do not see your refund after 7 business days:
No.
We do not charge restocking fees on eligible returns.
LEGAL & CONSUMER RIGHTS
Yes.
Nothing in our policies limits your statutory rights under UK law, including:
• Consumer Rights Act 2015
• Consumer Contracts Regulations 2013
If any provision conflicts with your statutory rights, your legal rights prevail.
CONTACT INFORMATION
You can reach our customer support team by emailing support@mimios.com or by calling us directly at +44 7562 844930. You may also contact us through our Contact Us page.
Our support team is available Monday to Friday | 9:00–18:00 (GMT – London), and we aim to respond to all enquiries within 12–24 business hours via email.