SHIPPING FAQ
Logistics Services We Use
XIAOMI UK uses top local express delivery service providers such as DPD, DHL and Royal Mail for standard packages
How to Check the Logistics Status
For order tracking, you can check the order status online.
On the "Account" page, you can view the current status of orders and purchased products, check estimated delivery and shipment dates/times, and track delivery. Alternatively, you can log in directly to the courier service provider's website for inquiries.
DHL：https://www.dhl.com/es-es/home.html?locale=true
Royal mail：https://www.royalmail.com/
Available Delivery Modes
• Standard Home Delivery: Delivered to the address provided by the customer
Delivery Range
Products purchased on mi.com/uk are delivered within the United Kingdom, excluding the Island of Man
Delivery Charges
Standard delivery Service: Free shipping for orders over ￡59
If the order value is less than this amount, shipping costs are borne by the customer.
Delivery Options
1. Standard Shipping:
￮ Ships Monday to Friday. Orders are usually shipped within 4-7 business days. Delivery dates/times may vary depending on payment confirmation, product customization, unforeseen or special circumstances, the chosen delivery address, and item availability in the warehouse.
￮ Xiaomi does not provide logistic services based on cash-on-delivery.
2. Shipping Timeline
Standard Shipping:
￮ Ships Monday to Friday. Orders are usually shipped within 4-7 business days. Delivery dates/times may vary depending on payment confirmation, product customization, unforeseen or exceptional circumstances, the chosen delivery address, and item availability in the warehouse.
【Delivery Address】Products will be delivered to the shipping address specified in your order. To receive the products, you or the recipient may need to sign and provide ID proof at the delivery point, depending on the policies of the delivery partner, to prevent delivery fraud. If you have a third party, it will be delivered to an alternate recipient or third party.
【Delivery Range】Delivery services are exclusively available for addresses located within the territory of UK, which means that if the You are purchasing from outside this territory, You will need to provide an address within the territory and then arrange for pick-up or delivery from there, at your own expense
【Force Majeure】If a force majeure event occurs (such as strikes or extreme weather conditions), the seller's obligations under the contract will be suspended during the force majeure event.
For More Information, please contact our customer service team.
Notifications
We will send updates via SMS or email to notify you when your order is delivered or ready for pickup. Simply add your mobile number at checkout to receive SMS notifications. The number of messages you receive will vary based on your order.
Delivery Acceptance
• If your order is being delivered to a commercial address, please note that our carrier will deliver the order to the mailroom or delivery point and require the mailroom supervisor's signature.
• If you provide a home address with a reception or concierge service, our carrier will deliver it to the concierge. As long as there is a fixed location within the reception area or building, the concierge, yourself, or family members can sign for it.
Special Situations
1. Why is there no tracking number two days after placing the order?
￮ Webpage lag or other system issues may cause the tracking number not to be generated. If there is no tracking number displayed the next day after placing the order, please contact Xiaomi customer service for verification.
2. How do I confirm which pickup point to collect my order from if I choose the self-pickup service?
￮ When you place an order on mi.com, there are 3 different options of delivery. After you insert your city and zip code, the system will show different pick-up stations near your address and then you can choose which option you prefer for delivery. Usually, an email or SMS will be sent to notify the customer. If no relevant information is received or the pickup point is incorrect, you can directly check through the courier's website
3. How long can the package be stored at the self-pickup locker/point?
￮ Packages can be stored for up to 7 days. After the deadline, the package will be returned to the warehouse, and customers will need to place a new order.
4. What should I do if the website shows delivered but I haven’t received it?
￮ Please first confirm if the product has been received by a security guard, other family members, or neighbors signed for it.
￮ If the product has been received by receipt, contact the courier company's customer service directly on their official website to confirm the package's location or provide a complaint certificate and contact Xiaomi customer service for an appeal.
5. Why was my package delivered to a pickup point?
￮ If no one was available to sign for the package during delivery or the recipient was unreachable, it will be notified and placed at a nearby pickup point.
6. What should I do if the product inside the package I received is damaged?
￮ If you find the goods damaged upon receipt, please mark the package as damaged on the receipt and take a photo, then refuse to sign for it and report to XIAOMI CS team within 48hours
￮ If you discover the damage after signing, please provide photos of the outer packaging and the damaged product, the product's SN, and a sincere complaint letter to Xiaomi customer service and report to XIAOMI CS team within 48hours
￮ If it is confirmed after investigation that the damage occurred during transportation, Xiaomi will contact the service provider to resolve the issue as soon as possible. We will keep you informed about our investigation progress and provide a solution.
￮ If there is a TV product, please confirm if any outer-box with damaged open it , and signed POD with this information , then contact our CS team. Refuse onsite with Hermes delivery man
7. What should I do if the package I received is missing a product?
￮ If you find a product missing from the package upon receipt, provide photos of the outer packaging and the received products along with a sincere complaint letter to Xiaomi customer service on the day of signing.
￮ If you discover the missing product upon confirmation of receipt, provide the photos of the outer packaging and the received products along with a complaint letter to Xiaomi customer service no later than the next day after signing, report to XIAOMI CS team within 24hours
￮ If it is confirmed after investigation that the product was missed during packaging or lost during transportation, Xiaomi will contact the service provider to resolve the issue as soon as possible. We will keep you informed about our investigation progress and provide a solution.
8. Why is my order being delivered in multiple packages?
￮ To ensure the safe transport of products, large items are shipped in batches from the warehouse.
￮ The list of products that will be shipped in separate batches is as follows:
Display screens; TVs; electric scooters; business backpacks; suitcases; air purifiers; air purifier filters; induction cookers; rice cookers; fans; vacuum cleaners; robot vacuums; robot mops; ceiling lights; high-speed blenders; pet feeders; pet water fountains; electric kettles, etc. (This list is not exhaustive, and more products will be added. For specific details, please contact Xiaomi customer service.)
9. Can I cancel my order after placing it?
￮ Once the order shows as dispatched, it cannot be canceled directly. Please contact customer service or refuse the package upon delivery.
10. Can I change the address after placing the order?
• If your order is ready for shipment or has been shipped, try contacting the corresponding carrier; they will attempt to change the delivery address if possible. If you haven't received a shipment notification email, please contact Xiaomi customer service.
11. Can I change the delivery time?
• The courier will notify you of the delivery date and time range via SMS or email. If you need to change the date, follow the instructions in the SMS or email. You can change it up to 1 hour before the notified time range on the delivery day. You can also manage your shipment online directly.
12. What should I do if my package is rescheduled?
• If you receive a non-delivery notice, to reschedule delivery, follow these steps:
￮ Reason for notice: When the courier cannot reach you, we will notify you by email or SMS about the unsuccessful delivery.
￮ Choose a solution: We offer different options to solve this issue, allowing you to choose the time and place for delivery.
￮ Manage delivery: Upon receiving the non-delivery notice, you can manage your delivery on express company website. Choose from the following solutions:
▪ Change the delivery date.
▪ Change the delivery address.
▪ Provide delivery details.
￮ Please note that the availability of the pick-up-at-store option may vary depending on your shipment's characteristics (weight, volume, etc.).
13. What should I do if it shows that the package delivery failed?
• If the courier tries to deliver and you are not at home, they will leave a note or notify you via SMS/email. You can directly contact the carrier to schedule a new delivery appointment during working hours and choose a suitable date.
• If the delivery date notified in the shipment email has passed, contact the carrier directly. If your order has been delivered to a delivery point, you can pick it up within 7 days. After 7 days, the products will be returned to Xiaomi. In such cases, please contact our customer service.
1. What if I need to cancel or return an order?
• You can cancel a purchased order before it is packed and ready for shipment.
• If the order has not been delivered, click "Return" on the official website. The order will be returned based on the shipping duration, and the refund process will be completed once the warehouse receives and confirms the returned items.
• If you want to return the product after receiving it, contact Xiaomi customer service or after-sales service to apply.
• If we have not received the product or evidence of its return, we may delay the refund. Once we receive your product and confirm no issues, we will initiate the refund process. However, the specific time for you to receive the refund also depends on your bank.
• Note: To receive a full refund, you must return all received products. If you cannot do so, Xiaomi reserves the right to refuse the return or reduce the refund amount accordingly. For information on whether your order allows partial product returns, contact Xiaomi customer service.
• Note: When returning products, you must use the original packaging and include all accessories, such as chargers or headphones. To ensure a full refund, return all accessories received with the product. If accessories are missing, Xiaomi reserves the right to refuse the return or reduce the refund amount. Returned products must be intact and undamaged.
14. Xiaomi Customer Service Contact Information
• Contact Number: 0800-021-1888
• Monday-Friday 9:00-18:00
For more shipping inquiries, please refer to the following websites:
DPD：https://www.dpd.co.uk/content/how-can-we-help/index.jsp
DHL：https://www.dhl.com/us-en/home/customer-service.html
Royal Mail: https://personal.help.royalmail.com/?iid=RM0624_NAV_PERS_PRO_HELP
From Mi.com order page , you can find all tracking spot of your package