Your Privacy
At www.mosaicheaven.com we take your privacy seriously and are committed to protecting your personal data in accordance with the UK General Data Protection Regulation (UK GDPR) and the Data Protection Act 2018.
What we collect and why We collect the personal information you provide when placing an order (such as your name, address, email, phone number, and payment details) solely for the purpose of processing and delivering your order, providing customer service, and meeting our legal and accounting obligations.
How we use your data We will never sell or share your personal information with third parties for their own marketing purposes. We only share data with trusted third parties where necessary to fulfil your order — for example, our payment processor and delivery couriers (such as Royal Mail or Parcelforce).
How long we keep your data We retain your order information for as long as necessary to fulfil the purposes we collected it for, including to satisfy legal, accounting, or reporting requirements.
Your rights Under UK GDPR, you have the right to access the personal data we hold about you, request corrections, request deletion, object to certain processing, and request a copy of your data in a portable format. To exercise any of these rights, please contact us at joe@mosaicheaven.com.
Cookies Our website uses cookies to improve your browsing experience. You can manage your cookie preferences at any time via your browser settings or our cookie consent tool.
If you have any queries about how we handle your data, please contact us at joe@mosaicheaven.com or 01778 380989.
Delivery Times
Our aim is to dispatch and deliver orders within 3 to 7 working days, unless otherwise stated on our homepage. In exceptional circumstances, delivery may take up to 3 weeks — if this applies to your order, we will let you know as soon as possible.
Estimated delivery times are not guaranteed. Please allow a few extra working days in case of delays in transit. See our full Delivery Information page for details on lost or delayed orders.
Contract Conditions
A contract between you and us will only come into existence once:
- we have confirmed that your order can be processed, and
- payment has been received and accepted by us.
Most items are held in stock and we will make every reasonable effort to fulfil your order. Where we are genuinely unable to complete an order (for example, due to stock unavailability or a pricing error), we will notify you promptly and issue a full refund. Nothing in these terms excludes or limits our liability where it would be unlawful to do so, including for your statutory rights under the Consumer Rights Act 2015.
Order Acceptance
Your order is accepted, and becomes binding, once payment has been received and confirmed by us.
The contract between you and us is completed once your order has been dispatched to the address you provided, unless you have exercised your right to cancel in accordance with the Cancellation Policy below.
We reserve the right to decline any order — for example, in cases of suspected fraud, pricing errors, or stock unavailability. If we decline your order, any payment made will be refunded in full without delay.
Cancellation Policy (Your Right to Cancel)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer shopping from within the UK, you have a legal right to cancel your order for any reason within 14 days, beginning the day after you (or someone you nominate) receives the goods.
To cancel, simply contact us at joe@mosaicheaven.com or 01778 380989 before the 14-day period ends. You do not need to give a reason.
Once you’ve told us you wish to cancel, you have a further 14 days to return the goods to us. We will refund you within 14 days of receiving the returned goods (or evidence you’ve sent them), using the same payment method you used to pay, unless agreed otherwise.
Please note: this statutory right to cancel does not apply to goods made to your specification or clearly personalised (see Bespoke & Custom Orders below), or to goods that become mixed inseparably with other items after delivery (for example, cut or altered tiles).
Returns Policy
Faulty, damaged, or incorrect items If your item arrives faulty, damaged, or not as described, please contact us as soon as possible. In line with the Consumer Rights Act 2015, you are entitled to a repair, replacement, price reduction, or refund depending on the circumstances, and we will also refund your return postage costs.
Change of mind returns (outside the 14-day statutory period) If you wish to return an item because it’s no longer suitable and you are outside the 14-day statutory cancellation window, we’re happy to accept returns within a reasonable period at our discretion, provided the item is unused and in its original packaging. In these cases, return postage is at your own cost, and the item cost will be refunded in full — we do not apply a restocking fee to goods returned in original, resaleable condition.
Bespoke & custom orders Items made or altered to your specific requirements (for example, custom-cut mosaic pieces or bespoke kits) are exempt from the statutory right to cancel and are non-refundable, except where faulty or not as described.
To arrange a return, please contact us first at joe@mosaicheaven.com so we can advise on the best way to send the item back.
Privacy Policy
Who we are
This website is operated by Mosaic Heaven Ltd. Our website address is www.mosaicheaven.com. If you have any questions about this policy or how we handle your data, you can contact us at joe@mosaicheaven.com or 01778 380989.
What personal data we collect and why
Orders When you place an order, we collect your name, delivery and billing address, email address, phone number, and order details. We use this information solely to process, fulfil, and deliver your order, and to provide customer service if there’s an issue with it.
Payment Card payments are processed securely by Stripe. We do not collect or store your full card details on our own systems — see the Payment section below for more detail.
Contact forms and enquiries If you contact us via a form on our website, we collect your name, email address, and the content of your message, in order to respond to your enquiry. We do not use this information for any other purpose.
Accounts (if applicable) If you create an account with us, we store the personal details you provide in your profile. You can view, update, or request deletion of this information at any time by contacting us.
Cookies
Our website uses cookies to help it function correctly and to improve your browsing experience — for example, remembering items in your basket or your login session. Some cookies may also be used for analytics, to help us understand how visitors use our site. You can manage or disable cookies at any time through your browser settings. Disabling some cookies may affect how parts of the website work.
Who we share your data with
We share your data only where necessary to fulfil your order or run our business, including:
- Stripe, to process payments securely
- Royal Mail / Parcelforce (or other couriers), to deliver your order
- Our website hosting and IT service providers, who process data on our behalf under appropriate agreements
We do not sell your personal data to third parties, and we do not share it for third-party marketing purposes.
If you request a password reset, your IP address will be included in the reset email for security purposes.
How long we keep your data
We retain order information for as long as necessary to fulfil the order and to meet our legal, tax, and accounting obligations (typically up to 6 years). Contact form enquiries are retained only as long as needed to resolve your query, unless a longer period is required for legal reasons.
Your rights
Under UK GDPR, you have the right to:
- request a copy of the personal data we hold about you
- ask us to correct inaccurate data
- ask us to erase your data, where we are not legally required to keep it
- object to how we use your data
To exercise any of these rights, contact us at joe@mosaicheaven.com. If you’re not satisfied with how we’ve handled your data, you also have the right to complain to the UK’s data protection regulator, the Information Commissioner’s Office (ICO), at ico.org.uk.
Payment
We accept most major credit and debit cards, as well as bank transfers.
Card payments are processed securely through Stripe. We do not store your card details on our systems — all payment data is handled directly by Stripe in compliance with PCI DSS security standards.
Payment is taken at the time your order is processed, before dispatch. For bank transfers, please note your order will not be processed or dispatched until we have received and confirmed cleared funds.
Once your payment has been confirmed, you will receive a confirmation email for your records, and your order will be processed and dispatched to you as soon as possible.
Item Availability
We aim to remove out-of-stock items from our website as soon as possible. If you order an item that turns out to be unavailable, we will contact you promptly to let you know your options, which may include a substitute item, a wait for restocking, or a full refund. If we’re unable to reach you, we will hold your order until we can confirm your preference before processing it further.