Xiaomi order tracking: delivery, returns and problems

Who delivers my Xiaomi order?

Xiaomi runs its own online store in the UK (mi.com/uk) and Australia (mi.com/au). Its region picker has no site for Ireland or Canada, so Xiaomi has no online store in either. In the US, mi.com/us has product and support pages but no online shop.

In the UK, Xiaomi's shipping pages say this about delivery:

Australia. Xiaomi names Australia Post and Allied Express for the last mile and delivers within Australia only. Some orders need a signature; at a business address, the mailroom or reception signs.

1. Xiaomi's UK warehouseShips Monday to Friday
2. DPD, DHL or Royal MailUpdates by SMS or email
3. A pickup pointKept up to 7 days if you were out
4. YouCheck the box before you sign

Where is my Xiaomi tracking number?

Look in these places:

• Your order page on mi.com. Sign in and open the Account page: it shows each order's status, the estimated shipping and delivery dates, and the tracking. Xiaomi UK says the order page shows every tracking point of your parcel. In Australia, it shows the status and an estimated delivery timeframe.
• The carrier's website. With the tracking number, you can follow the parcel on DPD's, DHL's or Royal Mail's own site, or in Australia on Australia Post's or Allied Express's.
• SMS and email. Xiaomi sends an update when the parcel is delivered or, in the UK, ready to collect at a pickup point. Add your mobile number at checkout to get the texts.

If no tracking number shows the day after you order, contact Xiaomi: a system delay can stop the number from being created.

Once an order shows as dispatched, you can't cancel it yourself. In the UK, contact Xiaomi or refuse the parcel at the door. In Australia, cancelling is only possible shortly after you order, so ask Xiaomi straight away.

Other shops: find your tracking number. Not sure whose number you have? Type it here:

Why is my Xiaomi order late, or why isn't tracking moving?

When nothing moves, it's usually one of these:

• Still in the warehouse. Xiaomi UK says most orders arrive in 2 to 3 working days, but one of its shipping pages also says orders usually ship within 2 to 7 working days. So give an order up to 7 working days to leave before you chase it. Payment confirmation, a customised product, your address and stock in the warehouse can all add time.
• A split order. Large items ship on their own, so one order can arrive in several parcels on different days.
• Nobody was home. The carrier leaves a note or sends a text or email. Contact the carrier to book another delivery. If nobody could sign, the parcel goes to a nearby pickup point and waits up to 7 days. After that it goes back to Xiaomi's warehouse, and you have to order again. In Australia, it may wait at a pickup point or post office; if you don't collect it in time, it goes back to Xiaomi and you get a refund.

Changing the delivery. To move the date, follow the instructions in the carrier's text or email, up to an hour before the delivery slot. To change the address once the parcel has left, contact the carrier. More: change the delivery address.

When waiting is still normal: tracking not updating. Missed the carrier: missed delivery.

Xiaomi delivery options and costs

UK. Xiaomi lists one delivery mode, standard home delivery. It's free on orders over £59, counted after discounts; below that, you pay for shipping, shown when you order. Xiaomi doesn't offer cash on delivery.

Australia. Standard delivery is free on orders over AUD $69. Enter your address at checkout to see the options, their costs and a delivery estimate.

More: parcel lockers and pickup points, uncollected parcels and delivery times.

Xiaomi parcel damaged, missing or marked delivered: what to do

Look first, then report. In order:

1. 1Check the trackingOpen the order page on mi.com, then the carrier's website with the tracking number. Large items travel in their own parcel, so check each one.
2. 2Look around and askMarked delivered but not there: ask security staff, family and neighbours whether someone signed for it. Then contact the carrier on its website to find out where the parcel is, or contact Xiaomi with a complaint certificate.
3. 3Contact XiaomiUK: 0800 021 1888, Monday to Friday 9 am to 6 pm, live chat, or [email protected]. Australia: 1800 270 852, Monday to Friday 9 am to 6 pm AEST, chat, or [email protected].
4. 4Send a complaintUK, damaged at the door: mark the parcel as damaged on the receipt, take a photo, refuse to sign and report it to Xiaomi within 48 hours. Damage found after signing: within 48 hours, send photos of the outer box and the product, the serial number and a complaint letter. A TV in a damaged outer box: open it, note the damage on the proof of delivery and contact Xiaomi, or refuse it on the spot. An item missing: send photos of the box and what came, with a complaint letter, on the day you sign and no later than 24 hours after. Xiaomi UK's terms promise an answer to a complaint within 14 days. Australia: at the door, do the same and report it as soon as possible; found after signing, send photos of the outer box and the product, and the serial number.
5. 5Refund or new itemIf Xiaomi finds the damage happened in transit, or an item was missed at packing or lost on the way, it takes it up with the carrier and offers you a solution. A product with a manufacturing fault can go back for a refund or a replacement within 30 days; if it's out of stock, Xiaomi refunds you.

More: parcel marked delivered but not received, lost parcel and damaged parcel.

Returning a Xiaomi order

UK. You can return a product in proper condition for a refund within 14 calendar days of the invoice or delivery date, whichever is later. A product with a manufacturing fault can go back for a refund or a replacement within 30 days. Every return needs an RMA service number: use "Start a Return Request" on Xiaomi UK's support page, which opens your orders, or ask by chat, on 0800 021 1888 or at [email protected].

1. Xiaomi emails a prepaid shipping label within 2 working days; check your spam folder.
2. The authorised service centre sends you a padded jiffy bag within 3 to 5 working days.
3. Back up and erase your data, and sign out of your Xiaomi account on a phone.
4. Pack the product with the proof of purchase and drop it at the nearest post office within 15 days of getting the label.
5. Follow it with the waybill number.

Who pays the postage. Ask for the prepaid label when you request the return: Xiaomi's return policy says Xiaomi pays for a return within 14 days of purchase and for a fault covered by the warranty, even though its terms of sale say you pay for sending a product back by regular post.

Send everything back: the retail box, manuals, cables and other accessories, and any free promotional items or bundle products that came with it. A product with physical damage, a missing serial number label or signs of tampering is refused, and so are opened consumables such as towels, pillows, toothbrushes and masks. Keep the box of a robot vacuum, a scooter or another large product in case it has to go back.

Not delivered yet. Click "Return" on the website. The parcel comes back to Xiaomi, and the refund follows once the warehouse has it.

Refunds. The refund includes the standard delivery charge. Xiaomi may hold it until it has the product or your proof of sending it, and the time it takes to reach you also depends on your bank.

Australia. A change-of-mind return must be requested within 14 calendar days of delivery, unused and unopened in its original packaging. A faulty product, or one that isn't as described, returned within 30 days of receiving it is replaced or refunded; after that, Xiaomi may repair it, and your rights under the Australian Consumer Law still apply. Get a return service number from the order centre in your Mi Account, by chat, on 1800 270 852 or by email. Xiaomi emails a prepaid return label within 2 working days; take the parcel to a post office within 14 days, with the proof of purchase. For a large or heavy product, say so in your request and Xiaomi arranges shipping or collection.

Repairs. In the UK, Xiaomi's warranty lists mail-in service for products such as power banks, bands, scales, routers, headphones and speakers, and "Service Progress Tracking" on the support page follows the repair. An out-of-warranty mail-in repair is quoted with shipping both ways.

Bought on a marketplace? Xiaomi's return policies cover only orders from its own online store; for anything else, contact the seller. See Amazon orders and AliExpress orders.

Your return travels with its own waybill number. More: returns tracking.

Can I track a Xiaomi parcel in Peek?

Yes: paste the carrier's tracking number from your order page into Peek. Peek recognises these numbers by their shape alone:

• Royal Mail: two letters, 9 digits and GB, like RR000000005GB.
• Australia Post: C, E or L, another letter, 9 digits and AU, like CE000000005AU, or 3 letters or digits, 9 digits, 000 and 6 digits, like ABC000000000000000000 (sometimes with 2 more digits in front).

DPD's 14-digit numbers and DHL's 10- or 14-digit numbers share their shape with other carriers. Peek asks the likely carriers and shows the one that knows the number. If several know it, press "Choose"; if it shows the wrong one, press "Change" and pick the right carrier. For Allied Express, or a carrier this guide doesn't name, paste its number all the same: Peek follows more than 3,500 carriers. Return numbers work the same way. If your order comes in several parcels, add each number.

If a parcel changes carrier on the way and the first carrier names the one taking over, Peek keeps the history from the start and follows the new carrier. Peek shows what the carrier publishes. Claims, refunds and returns stay with Xiaomi.