Support
Help Centre
We're here to help with orders, listings and your account. Chat with us live Monday to Friday, 9am–5pm UK time, or drop us a message any time.
Live chat
Tap the chat bubble in the corner. Mon–Fri, 9am–5pm UK.
Email us
support@minteduk.com. We reply within 1 working day.
Opening hours
Monday–Friday, 9am–5pm UK time. Closed weekends and UK bank holidays.
Common questions
›When can I chat with a real person?
Our live chat team is online Monday to Friday, 9am–5pm UK time. Outside those hours you can still leave a message in the chat and we'll reply as soon as we're back.
›How do purchase protection and returns work?
Casual Seller, Casual Business and Charity purchases include Platform Operating Fee, paid by the buyer at checkout. Orders from business sellers — Pro shops, Artisan makers and Casual Business sellers carrying the verified business badge — also come with the statutory 14-day right to cancel, enforced as a 14-day return window. Check the listing to see who covers return postage. Private Casual Seller sales don't carry that right, but the 12-hour inspection window (which starts once receipt is confirmed) and "not as described" dispute process still apply.
›How do I upgrade to a Pro or Charity account?
Head to your account settings and choose the seller tier you'd like. Pro gives you a branded storefront, SKU stock control and bulk labels for £19/month; Charity accounts are free, take no platform fee and have unlimited listings. There's no obligation to move — Casual Seller and Casual Business accounts can stay as they are indefinitely.
›If I upgrade my small business account to Pro, do I need to reupload my items?
No. Upgrading changes the tier on your existing account, so all your listings, reviews, followers and order history come with you — nothing needs reuploading. You also can't run a Casual Business shop and a Pro shop on the same account: it's one tier per account, so upgrading replaces the Casual Business setup rather than adding to it. If you genuinely want both, you'd need a second account with a different email, linked via the account switcher — and that new shop starts empty.
›My listing was paused — what do I do?
That's an automated safety review. Open your dashboard to see the reason and submit an appeal — an admin will take another look shortly.
14-day returns policy
To protect both parties and eliminate delivery disputes, MintedUK issues an official, fully trackable return shipping label for all approved returns wherever our integrated carrier network can accept the parcel. Buyers and sellers must not use their own courier accounts for standard returns — the platform label is the only evidence we can rely on for refund release.
Oversized & out-of-network parcels. Where the item exceeds our integrated carriers' size, weight or content limits (typically parcels over 30kg, longest side over 120cm, or restricted goods such as bulky furniture), a platform label cannot be issued. In that case MintedUK will authorise an approved outside courier return in writing via the order thread. The buyer or seller (whoever is liable for return postage under the listing terms) must:
- use a fully tracked, insured service to the value of the order,
- upload the tracking number and proof of postage to the order before dispatch, and
- keep the receipt until the refund is finalised.
Reasonable return postage on an approved outside-courier return is reimbursed by the liable party in line with the seller's returns policy shown on the listing. Untracked returns, or returns sent without prior written approval from MintedUK, will not qualify for refund release and any resulting loss sits with the sender — consistent with your duty of reasonable care under the Consumer Contracts Regulations 2013.
The 14-day right to cancel applies to every business seller on MintedUK — Pro shops, Artisan makers and Casual Business sellers carrying the verified business badge — under the Consumer Contracts Regulations 2013. Return shipping coverage options are set by each business seller's store configuration and are explicitly displayed on each item page prior to purchase. If the seller offers Free Returns, they cover the label cost. Otherwise, a fixed platform label fee is automatically deducted from the buyer's final refund total.
Once the seller marks the returned parcel as received, they have a mandatory 24-hour inspection window to verify the item's condition before the refund is finalised.
How "held funds" safeguarding works
When a buyer checks out, their payment isn't paid straight to the seller. It sits as held funds inside a Stripe-managed account operated by our regulated payments partner (Stripe Payments UK Limited, an FCA-authorised e-money institution), so the money is ring-fenced from the moment the order is placed until the sale is complete. MintedUK never holds your money itself — Stripe safeguards it on the payer's behalf. It's what powers Platform Operating Fee, dispute resolution and guaranteed refunds.
- Order placed. Buyer pays; funds are captured and held. Seller sees a paid order and a dispatch deadline.
- Dispatch. Seller ships within 3 working days using the platform label (or confirms collection with a PIN).
- Delivery. Held funds stay locked until the carrier's tracking webhook confirms delivery (or an approved collection PIN is captured).
- Buyer window. For home deliveries the buyer has 12 hours to confirm receipt (auto-confirmed if they don't respond), then a 12-hour inspection window to open a dispute or return request. Parcel-shop and local collections start the inspection window immediately. The countdown pauses overnight (10pm–8am). No dispute = the order auto-completes.
- Payout release. Once the order completes, the seller's share is queued for payout to their connected bank account.
- Casual Seller, Casual Business, Charity & Artisan: funds become available on order completion and pay out on a rolling 2–7 day Stripe schedule to your UK bank account.
- Pro sellers: daily automatic payouts once Stripe verification is complete.
- Returns: if a return is opened, funds stay held until the seller's 24-hour inspection window closes after they mark the parcel as received.
- Disputes: funds remain held for the duration of the dispute and are released to whichever party the resolution finds in favour of.
- Stripe onboarding or identity verification is incomplete.
- You've hit the HMRC reporting threshold (30 sales or £1,700) and haven't submitted your tax details yet.
- An admin has flagged the account pending a moderation review.
In every case you can see the exact reason — and what to do next — from the banner on your dashboard.
We use the phrase "held funds" deliberately: your money is safeguarded inside a Stripe-managed account, not held by MintedUK. Full detail lives in the Terms under Platform Operating Fee and Section 13a (Stripe seller onboarding & payouts).
Fees at a glance
Transparent, all-in pricing — no hidden charges. Buyers always see the full total (item, shipping and the platform operating fee where it applies) before paying, and nothing is added afterwards. Full breakdown lives in our Terms (Section 8).
The delivery price you see at checkout is the full price — quoted inclusive of the platform's logistics handling. There's no separate parcel charge, and never a card-payment surcharge.
£1 minimum listing price. All fees disclosed before checkout in line with the Digital Markets, Competition and Consumers Act 2024.
Returns & disputes — payout FAQ
›A buyer opened a return — why is my payout paused?
As soon as a return is opened, the order's held funds stay locked so we can refund the buyer if the return is approved. Your payout resumes automatically once the return is closed in your favour, or the 24-hour inspection window after you mark the parcel as received closes with no issue raised.
›A buyer opened a dispute — when does my payout resume?
Funds stay held for the full length of the dispute. Once our team (or Stripe, for card-network chargebacks) issues a resolution, the money is released the same day to whichever party the decision favours. Most disputes close within 3–5 working days.
›The buyer received the item but hasn't confirmed — am I still paid?
Yes. The buyer has a 12-hour inspection window after delivery confirmation to open a return or dispute, with the countdown paused overnight between 10pm and 8am. If nothing is opened in that window, the order auto-completes and your share moves into the normal payout schedule.
›The return tracking shows delivered — why hasn't my refund/payout finalised?
You have a mandatory 24-hour inspection window from the moment you mark the return as received to check the item. After that window closes with no issue flagged, the refund is released to the buyer and any remaining fees/adjustments are settled to you.
›Do fees come back to me if the sale is refunded?
Yes. On a full refund the platform operating fee, platform commission and logistics contribution for that order are reversed in the ledger, so you're not out of pocket on cancelled sales.
›Can I speed up the release?
Not on an open return or dispute — the hold is what protects both sides. The fastest path is to reply promptly in the order thread; most cases close well inside the standard windows.
Stripe onboarding & payouts — FAQ
Getting set up: from Dashboard → Payouts, tap Connect with Stripe, confirm who you are, add a UK bank account in your own name and verify your ID. Once Stripe marks your account as charges- and payouts-enabled, your listings go live.
›How long does Stripe onboarding actually take?
Most sellers finish the form in 3–5 minutes and are approved instantly. If Stripe needs to review your ID manually, it usually clears within 1–2 working days.
›When will I get my first payout?
Casual and Artisan sellers receive payouts on a rolling schedule — typically 2–7 days after the buyer's delivery is confirmed. Your first payout can take a little longer while Stripe warms up your account.
›Why does Stripe need my ID and a selfie?
UK law (Know Your Customer / anti-money-laundering rules) requires regulated payment providers to confirm every seller's identity. MintedUK cannot skip this step, and we never see the documents you upload to Stripe.
›Stripe says my account is 'restricted' or 'pending' — what do I do?
Open Dashboard → Payouts → Manage on Stripe. Stripe will list exactly what's missing (usually an extra document or a clearer photo). Once you upload it, your account normally reactivates within a few hours.
›Can MintedUK or Stripe hold a reserve on my payouts?
Yes. Both can place a reserve or change your payout schedule based on risk signals such as dispute rate, refunds, verification status or sales volume. Reserves protect buyers and are released as your risk profile improves.
›What happens if a buyer wins a chargeback?
Stripe recovers the disputed amount plus any network fees from your Stripe balance. If your balance is insufficient, the recovery may be taken from your linked bank account or offset against future sales. You agree to this when you connect with Stripe.
›Can I change my bank account later?
Yes. From Dashboard → Payouts → Manage on Stripe you can update your UK bank account at any time. New payouts route to the updated account on the next cycle.
›What fees come out of my payout?
Just your MintedUK tier fee. It is inclusive of Stripe's UK card processing (1.5% + 20p domestic), which MintedUK covers out of its own margin, so sellers never pay Stripe as a separate line. Everything is itemised on the payout receipt.
›Do I need a limited company to sell?
No. Individuals, sole traders and registered companies can all onboard — Stripe just asks slightly different questions depending on which one you are.
›I'm stuck on the Stripe form — can MintedUK complete it for me?
No — Stripe onboarding must be completed by you on Stripe's secure site. If you're unsure what a field means, email support@minteduk.co.uk and we'll walk you through it. Never share your bank details or ID with us directly.
Lost or damaged in transit
›My parcel never arrived — will I get a refund?
Yes, if it shipped on a MintedUK integrated carrier (Royal Mail, Evri or InPost booked through the platform). Once the carrier's own lost-in-transit timeframe is reached (typically 10 working days), open a dispute in the order thread and we'll refund the full amount — item, Platform Operating Fee and shipping — from safeguarded held funds while we claim compensation from the carrier.
›The item arrived damaged — what do I do?
Open a dispute in the order thread within your 12-hour inspection window and upload dated photos of the outer packaging and the damage. Approved damage claims are refunded from held funds; the seller isn't charged and MintedUK pursues the carrier claim.
›As a seller, will the refund come out of my payout?
No — not on integrated carrier shipments. Losses on Royal Mail, Evri and InPost labels bought through MintedUK are covered by the platform's Platform Operating Fee reserve and any carrier compensation. Your collection and dispatch health scores are not affected either.
›Why do I have to pick a signed/insured service on items over £50?
Standard tracked services in the UK only cover £20–£50 of lost-parcel compensation, which isn't enough for higher-value orders. Checkout automatically filters shipping to services whose carrier cover matches the item: £50–£150 needs £150 cover (Royal Mail Tracked 24 Signed, Evri Signed, InPost Signed), £150–£500 needs £500 cover (Parcelforce 24, DPD Next Day), and £500+ needs £750 cover (Royal Mail Special Delivery, DPD Next Day). You still pick the cheapest option in your band.
›Which carriers count as tracked-and-signed on MintedUK?
All shipping booked through MintedUK is tracked. For signed/insured services we integrate Royal Mail (Tracked 24 Signed, Special Delivery), Evri (Signed), InPost (Signed lockers), Parcelforce 24, and DPD Next Day. Checkout only shows the services whose cover matches your item's price band, sorted cheapest first.
›How does the carrier's cover limit affect my refund?
As a buyer, your refund is always the full amount you paid (item + platform operating fee + shipping) — the cover limit doesn't reduce it. The cover limit only affects how much MintedUK recovers from the carrier: within the limit we're reimbursed in full; above it we absorb the shortfall from the Platform Operating Fee reserve up to the carrier's ceiling. You never see that math on your refund.
›What if the seller shipped outside the integrated carriers?
Transit risk sits with the seller. If the parcel is lost, we still refund the buyer, but the amount is deducted from the seller's payout balance and the seller must pursue the carrier claim directly. This is why we strongly recommend using integrated shipping.
›How long before a parcel is officially 'lost'?
We follow each carrier's own lost-in-transit window: Royal Mail Tracked and Evri around 10 working days from dispatch, DPD and Parcelforce around 5 working days, and Royal Mail Special Delivery 15 days. Open the dispute as soon as the window is reached — held funds stay locked so nothing moves to the seller in the meantime.
Full policy in the Terms (Section 9b).
How coin ratings work
MintedUK uses friendly coin faces instead of stars. Each face tells buyers and sellers what to expect at a glance.
5 coins — Delighted
Perfect item, communication and delivery.
4 coins — Happy
Great transaction with a small niggle.
3 coins — Fine
It arrived as described — no issues, no wow.
2 coins — Disappointed
Something noticeably off — condition, delay, or fit.
1 coin — Poor
Serious problems — likely to open a dispute.
Contact us
Send us the details and we'll get back to you by email.