Shipping policy

Mix Labs UK Ltd (“Mix Labs”, “we”, “us”, “our”)
Registered Office: Goshen Farm, Brenchley Road, Matfield, TN12 7DT
Company Number: 11435162 | VAT Number: 301602367
Tel: 01892 481101 | Email: info@mixlabs.co.uk
Website: www.mixlabs.shop (“Website”)
Last updated: Friday 27 February 2026

1. Shipping regions

We ship retail orders only within the United Kingdom and the Channel Islands. We do not ship internationally and do not sell to US jurisdictions.

If an order is placed with a delivery address outside these regions, we reserve the right to cancel the order and refund any payment received.

2. Courier & service

All retail orders are dispatched using Royal Mail Tracked24. Tracking is provided so parcels can be monitored from dispatch through to delivery.

Service note: Royal Mail Tracked24 is a tracked service; it is not a guaranteed next-day delivery service.

3. Dispatch timeframes

Orders are typically processed and dispatched during standard business hours. Dispatch timeframes may be longer during peak periods, promotions, public holidays, or where additional checks are required (for example, fraud prevention or age compliance).

Once dispatched, you will receive a dispatch confirmation email (including tracking information where available).

4. Delivery estimates & delays

Any delivery timeframe shown on the Website is an estimate only and does not constitute a guaranteed delivery date.

We are not responsible for delivery delays caused by events outside our reasonable control, including (without limitation) Royal Mail operational delays, adverse weather, industrial action, or incorrect/incomplete address information provided at checkout.

5. Address accuracy

You are responsible for ensuring that the delivery address provided at checkout is accurate and complete. If you notice an error after ordering, contact us as soon as possible. We cannot guarantee changes can be made once an order has been processed.

6. Failed delivery & returns to sender

If a parcel is returned to us due to an incorrect or incomplete address, failure to collect from a depot/delivery office, or refusal of delivery, we may, at our discretion:

charge for re-delivery, and/or
deduct original shipping costs from any refund issued.

7. Risk, title & proof of delivery

Risk in the goods passes to you upon delivery to the address provided at checkout. Proof of delivery and tracking scans provided by Royal Mail may be used as evidence of fulfilment and delivery.

Title (ownership) of the goods transfers once we have received full payment and the goods have been dispatched.

8. Lost or delayed parcels

If your parcel appears delayed or missing, please contact us as soon as reasonably possible with your order number. We will work with Royal Mail to investigate and will follow their claims/investigation process where required.

9. Age-restricted products

Mix Labs sells age-restricted nicotine products and operates an age-compliance policy. We reserve the right to cancel and refund any order where age requirements are not satisfied or where we reasonably suspect an attempted underage purchase.

10. Contact

If you have questions about shipping, please contact us at info@mixlabs.co.uk or call 01892 481101.

This Shipping Policy forms part of our wider terms and policies on www.mixlabs.shop.