Shipping & returns.
Plain English. Honest timelines. The bits that need replacing, replaced.
UK delivery
We post from Durham via Royal Mail Tracked 48. Every kit is sorted and packed by hand, so we ask for a 5 working day window to dispatch. Most orders go sooner; we use the buffer for holidays, illness, and the odd day off.
You'll get a tracking number by email when the parcel is collected. Royal Mail Tracked 48 is typically a 2–3 working day service, so orders typically arrive within 7–8 working days of being placed (estimate, not guaranteed). You can also check your order status here at any time with your email + order reference.
Need it for a specific date?
Email hello@mosaicify.co.uk before orderingwith the date and we'll tell you honestly whether we can hit it. We'd rather say no upfront than miss a birthday.
Pricing
- Free UK shipping on every order — no minimum.
- Royal Mail Tracked 48 only, no paid express upgrade currently.
Where we ship
Currently UK addresses only (including Channel Islands and the Isle of Man). International shipping is on the roadmap but we want to nail the UK experience first.
Returns & replacements
Unopened kits
Under the UK Consumer Contracts Regulations 2013, personalised goods are normally exempt from the standard 14-day cooling-off period. We voluntarily honour it anyway — if the kit is sealed and unused, return it within 14 days of delivery for a full refund (you cover return postage).
Damaged in transit
Royal Mail is reliable but parcels occasionally get knocked about. Send a photo within 14 days of delivery and we'll post replacement bricks free of charge — usually within 5 working days. We replace the parts you need, not the whole kit.
Missing bricks
We count bricks twice during packing, but occasionally one or two go missing. Send the colour ID (printed on each bag) and we'll post replacements free of charge.
Genuinely unhappy with the result?
Email hello@mosaicify.co.uk and we'll talk it through: replacement bricks, a swapped bag, or a refund where the kit is fundamentally faulty or not as described. We don't offer no-questions full refunds on opened personalised kits, but every email is read and we want you to be happy with what arrived.
Order changes
We hand-pack within 5 working days, and start sorting sooner where we can. If you need to change a delivery address or correct a gift message, email hello@mosaicify.co.uk as soon as you can — we'll do our best, but once a kit is packed and labelled the change may not be possible.