Shipping policy

Shipping & Delivery Policy

Last updated: 11 August 2026

At Mind Matters, we take care to package and dispatch your order securely. We work with third-party delivery providers to deliver orders to our customers.

This Shipping & Delivery Policy explains how orders are processed, dispatched and delivered.

1. Order Processing

Orders are normally processed and prepared for dispatch within the timeframe selcted on order, after payment has been successfully received.

Orders placed on weekends or public holidays may be processed on the next available business day.

During busy periods, product launches, sales or promotional events, dispatch may take longer than usual. Where reasonably possible, we will communicate any significant delays.

2. Delivery Times

Estimated delivery times are provided at checkout and/or on our website.

Delivery times are estimates and are not guaranteed unless a specific delivery date or timeframe has been expressly agreed with you.

Once your order has been dispatched, you may receive tracking information where tracking is available.

Delivery times may be affected by circumstances outside our reasonable control, including:

Postal or courier delays;
Severe weather;
Industrial action;
Customs delays;
Transport disruption;
Incorrect or incomplete delivery information;
Public holidays; or
Other events outside our reasonable control.

3. Responsibility During Transit

Mind Matters packages orders with reasonable care before they are handed to the delivery provider.

Once an order has been handed to the delivery provider, the physical transportation of the parcel is carried out by that third party.

We are not responsible for delays caused solely by the delivery provider or circumstances outside our reasonable control.

However, where you are purchasing as a consumer, nothing in this policy excludes or limits your statutory rights under UK consumer law.

In particular, where Mind Matters is responsible for delivering your goods under a consumer contract, responsibility for the goods generally remains with us until the goods come into your physical possession or the possession of a person you have nominated to receive them, other than a carrier offered by us.

4. Parcels Damaged During Delivery

If your parcel arrives visibly damaged, please take photographs of the packaging and the contents before disposing of any packaging materials.

Please contact us as soon as reasonably possible with:

Your order number;
Photographs of the damaged parcel;
Photographs of the damaged item; and
A brief description of the damage.

We may need to provide information to or make a claim with the delivery provider.

Where Mind Matters is legally responsible for the goods, we will work with you to resolve the issue in accordance with your statutory consumer rights.

5. Parcels Lost During Delivery

If your order appears to have been lost in transit, please contact us

We will investigate the delivery with the relevant delivery provider.

Where we are responsible for the delivery under applicable consumer law, we will provide an appropriate remedy in accordance with your statutory rights.

We cannot guarantee that a delivery provider will locate a parcel once it has entered their network, but we will take reasonable steps to assist with the investigation.

6. Tracking Information

Where tracking is available, tracking information may be provided to you after your order has been dispatched.

Tracking information is supplied by the delivery provider and may not update immediately.

Mind Matters cannot control the accuracy or frequency of updates provided by third-party delivery providers.

7. Incorrect Delivery Information

Customers are responsible for ensuring that the delivery information provided at checkout is accurate and complete.

If you provide an incorrect or incomplete address and this results in additional delivery costs, delays or the parcel being returned to us, we may contact you regarding the available options.

This does not affect any rights you may have under applicable consumer law.

8. Delivery Delays

We are not liable for delays caused by events outside our reasonable control.

Examples include:

Courier or postal service disruption;
Strikes or industrial action;
Extreme weather;
Flooding;
Fire;
Transport disruption;
Customs delays;
Government restrictions;
Technical failures; or
Other circumstances beyond our reasonable control.

Where a delivery delay becomes significant, we will take reasonable steps to contact you and provide an appropriate resolution where required by law.

9. Orders Shown as Delivered

If tracking information shows that your parcel has been delivered but you have not received it, please contact us as soon as possible.

We may ask you to check:

Whether the parcel was left in a safe place;
Whether a neighbour accepted the parcel;
Whether someone else at the delivery address accepted it; and
Whether the delivery provider has provided additional delivery information.

We may also contact the delivery provider to investigate the delivery.

10. Third-Party Delivery Providers

Mind Matters uses independent delivery providers to transport orders.

Once an order has been dispatched, delivery is performed by the relevant delivery provider. We are not responsible for the internal operations, staffing, routing or decisions of third-party delivery providers.

However, this does not remove or restrict any consumer rights that cannot legally be excluded.

11. Delivery to a Carrier Chosen by the Customer

If you independently arrange for a carrier to collect your order and that carrier was not offered by Mind Matters, responsibility for the goods may pass to you when we hand the goods to that carrier, subject to applicable UK consumer law.

12. International Deliveries

Where we offer international delivery, additional delivery charges, customs requirements, import duties or taxes may apply.

Unless otherwise stated at checkout, the customer may be responsible for applicable customs charges, import duties or taxes associated with international delivery.

Delivery times for international orders are estimates and may be affected by customs processing or other circumstances outside our reasonable control.