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Help Center

Top 5 Frequently Asked Questions

Where do you deliver to?

We deliver to the Mainland UK only.
We apologise that we cannot currently deliver to the Isle of Wight, Northern Ireland, Highlands or overseas.

I haven't received a confirmation email, has my order been accepted?

If you were shown an order confirmation page with an order number after payment then your order has gone through. If you encountered an error on the payment page then your order has unfortunately failed, please try placing it again. If...

How do I track my order?

When a supplier provides us with the tracking information for your order, we will send this to you via email. Tracking could take 24 hours to update on the courier's website. Some suppliers may use couriers with standard delivery, which...

Can I amend my order after payment?

Once payment has been processed we are unable to make changes to your order, if you wish to purchase more items please place a new order. If you no longer want an item/items that you have purchased then please follow our Returns Policy. (We...

I have only received a part of my order

If you have ordered multiple items and if they are dispatched by different suppliers your order will be delivered over more than one delivery. Don't worry, the rest of your order should arrive by the estimated delivery date confirmed in your...

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Delivery

Do You Offer Free Delivery?

We do! All orders over £50 get free mainland UK delivery.

Where do you deliver?

We deliver to Mainland UK only. (We currently do not deliver to the Isle of Wight, Northern Ireland, Highlands or overseas).

What are the delivery options?

The delivery option available for your order will be shown at the checkout. The cost and timeframe will vary dependent on the basket contents and delivery address.

How long will my order take to be delivered?

Delivery timescales vary based on the item and postcode. Some of our products can be delivered as quickly as 2 working days. For made-to-order products, there may be a few weeks lead time. Estimated delivery timeframes will be outlined on the checkout...

Can I specify a delivery date?

Orders are processed and dispatched as quickly as possible. We aim to get your order to you within the timeframe stated on the checkout. If you have ordered a large/heavy or high-value item that requires someone to accept the delivery, you may...

Can I choose which courier delivers my order?

The courier/delivery company varies between the items ordered and size. At the moment we don't have the option to specify which courier/delivery company is used for deliveries.

What if I'm not home to accept delivery?

Depending on the item ordered and the courier/delivery company delivering your order. Most couriers will try up to 3 times to deliver. Some may take it to a local depot/local post office for you to collect within a certain amount of time. If you do not...

How much is delivery?

Delivery costs and timescale vary depending on the size, weight and address. Our base delivery information can be found here.
If your product/s have the option ...

How are delivery dates calculated?

We quote our deliveries in working days (Monday to Friday). This excludes public holidays and weekends.
For example, if you place your order before midday on Monday 24th of July with a 5 working day delivery, your delivery should arrive by...

What couriers do you use?

The courier/delivery company varies between products and suppliers.
As an example, for small/medium goods, your order may be delivered by Royal Mail, Yodel, DX, APC, FedEx, UPS, EVRI and DHL.
For large/heavy goods, your order may ...

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Payment

What Payment Methods Do You Accept?

We accept payment from most major Credit and Debit cards as well as Klarna, Apple Pay, Google Pay and PayPal.

Why Was My Payment Declined?

If you're getting an error whilst trying to pay. Try using a different payment method. If you are still struggling, get in touch with our customer service team, who can help resolve any issue you may have.

How do I use a voucher / discount code?

Once you've added all of your items to your basket, head over to the Checkout page. You will find the discount field section under Order Summary at the top of the page. Click 'Apply Discount Code' and a field to enter your code will appear. &...

Why is my voucher / discount code not working?

Your code may not work for a few reasons: - Please check that the code you are trying to use is valid for the item/s you have in your basket. - Make sure that you're not trying to use more than one code per transaction. - The code you have...

Will I be charged VAT?

All of our products are VAT inclusive, which means the price you see on the product and the Subtotal on checkout is what you pay for the product. The VAT will be shown on a separate line as Tax, but don't worry, this is not extra- it has simply been ...

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Returns & Refunds

How Long Do I Have To Return An Item?

Returns can be processed up to 28 days after receiving your order. Our full returns policy can be found here.

What Condition Can I Return My Order In?

If you are returning your item due to a change of mind and the item is not faulty, it must be in a sellable condition as it arrived, this means, unopened, unused, unworn, with all tags/labels/packaging. If your item arrived damaged or faulty...

How do I return my item / order?

If you want to start the return process, please email us at [email protected] within 14 days of delivery. (Damages must be reported within 48 hours of delivery).
Depending on the reason for the return, you will be informed if your item/order...

How long will my refund take?

If your refund is from a returned order/item, this will only be processed once your returned item/s have been received back and inspected. This can take up to 10 working days from the date the return was received (not sent or collected). If there are...

How long do I have to return an item / order?

Returns can be processed up to 28 days after receiving your order. If you want to cancel (return) your order, you must inform us in writing that you wish to cancel your order and return the item/s. You must contact us within 14 days of the delivery...

Do you offer free returns?

We don't currently offer free returns. If you want to return your item/s, the cost of this is to be paid for by you, the customer. The amount you pay for the return will not be reimbursed. The arrangement of the courier, tracking and relevant insurance...

Can I cancel my order?

We aim to process your order and pass it on to the supplier as soon as we receive it so that you get it by the delivery date provided. If your order is yet to be processed with our supplier/s then we should be able to cancel it for you...

Can I exchange my item / order?

We don't currently have the option to offer exchanges, sorry. If you would like a product in a different size/colour/style, then please return the unwanted item/s and place a new order for the item/s you want instead. If you place multiple orders...

Do you refund delivery fees?

If all of your order is returned then any delivery fees that you paid will be refunded. If you only return a part of your order then the delivery fee is non-refundable.

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Customer Service

What are your support opening hours?

We are here to help you Monday - Friday 9AM to 5PM. We aim to respond within 1-2 working days, (we usually can respond much quicker and within a few hours). Please note we are closed on weekends and public holidays.

Does Mix Price Match Other Retailers?

We always try to be competitive in our pricing. If you see an item for cheaper elsewhere, request a price match using our Price Match Request Form and our wonderful customer service team will see what we can do!

My item has arrived damaged

We're sorry to hear that your item has arrived damaged, we will try to put this right for you. Please email us within 48 hours of delivery at [email protected] with your order number, the name of the damaged item/s and photos showing the...

My item is missing parts

We're sorry to hear that you are missing parts of your item. To get this resolved for you as quickly as possible, please email us within 48 hours of delivery at [email protected] with your order number, the name of the item and which part...

I am missing items from my order

We're sorry to hear that you are missing items from your order.
Please email us ([email protected]) with your order number and photos of the item/s that you have received and the names of the item/s that you are missing and we will look into...

I have received an item that's not part of my order, what should I do?

We're sorry to hear that you've received the wrong item/item that was not part of your order, mixups are rare but they can occasionally happen, we will work with you to get this resolved. Please send us photos via email to [email protected] ...

How can I contact you?

You can reach us via email at [email protected]
Contact form
Live chat (at the bottom right of the page). You can still leave us a message if offline and we will get back to...

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Ordering

How do I place an order?

Browse our range of products at https://mix.co.uk/ Once you've found the product(s) you want, click the 'ADD TO BASKET' button either from the search results page or...

Can I place an order over the phone?

No, sorry, we don't have the ability to take payments over the phone. The most secure and quick way to place your order is on our website.
If you need assistance please get in touch.

Can I make changes to my basket?

Yes, to make changes click on the basket icon on the top right of the page.
From the dropdown menu click on the 'View and edit Basket'.
This will then show you the product/s you have in your basket so far. You can edit the quantity by either...

How will I know if my order is on the way?

We'll send you an email as soon as we've been informed that your order is on its way. Tracking may not always be available and will vary depending on what you have ordered, larger items may not have tracking and the delivery date is usually ...

Where is my order?

Your confirmation email will include the delivery timeframe. It is counted in working days (Monday to Friday only and excludes public holidays). Please only contact us if you haven't yet received a dispatch email/your order and the estimated delivery...

Is there a minimum checkout spend?

You can place an order for any amount with us, we don't impose minimum spending!
We charge small delivery fees for orders under £50 and offer free delivery over £50.
More delivery information can be found here.

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My Account Help

I have forgotten my password, how do I reset it?

You can reset your password by visiting https://mix.co.uk/customer/account/forgotpassword

How do I change my delivery address?

You can find your stored addresses on the 'Address Book' page. Once you are logged in you can access this page through the dropdown menu from the account icon on the top right of the page. Or by going to 'My Account' and using the left navigation tab...

How do I change my billing address?

You can find your stored addresses on the 'Address Book' tab, there you can edit the billing address and delivery address. You can also manage your addresses via the account Dashboard. Please note you will not be able to amend the address for...

How do I change my email address?

Once you log in to your account, click on 'My Account' from the icon on the top right of the page. You can click on 'Edit' under Contact Information on that page or by going to the left navigation menu and clicking on 'Account Information' (...

How do I change my password?

Once you log in to your account, click on 'My Account' from the icon on the top right of the page. You can click on 'Change Password' under Contact Information on that page or by going to the left navigation menu and clicking on 'Account Information...

I haven't received my password reset email

The password reset email will only be sent if there is an account associated with that email address. We will send a welcome email after sign-up to the email address you used on sign-up. Please check:
The email address you entered for the...

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Charities & Partnerships

How Does Mix Support Charities?

Whilst we can't offer support to every charity, we'll always try to do what we can to support those who help others.

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Website

Where can I find your Terms and Conditions?

You can find our terms and conditions here.

Where can I find your Privacy Policy?

You can find our Privacy Policy here.

Where can I find your Returns Policy?

You can find our Returns Policy here.

I am having problems placing my order, what should I do?

We're sorry to hear that you are having problems when trying to checkout or using any part of our website. Please try the following steps to hopefully resolve any issue you are having:
- Refresh the page
- Clear cache/cookies in your browser ...

Is your stock accurate?

We update our stock as frequently as the supplier updates us. The frequency at which we receive and update stock varies on a supplier-by-supplier basis. Updates can vary between a few minutes to a few days. We add buffers to try and mitigate...

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