Our policy
Arrived broken? We’ll replace it, free
Every mug is packed in bubble wrap and a foam-lined box, but couriers aren’t always gentle. If yours arrives broken or damaged, we make you a new one.
Quick answer
What if my mug arrives broken?
Send clear photos of the mug and the box on WhatsApp within 48 hours of delivery, with your order number, and we will make you a free replacement. Because every mug is personalised and made to order, we cannot take returns or exchanges for any other reason.
The policy in short
- Free replacement for a mug that arrives broken or damaged. Send us photos on WhatsApp within 48 hours of delivery.
- No returns. Every item is personalised and made to order, so we can’t take it back or resell it.
- No other warranty beyond the free replacement for damage in transit.
How do I claim a free replacement?
- 1
Check the parcel when it arrives
Open it carefully and look over the mug and the figures. - 2
Take clear photos
Photograph the damage, the whole mug, and the box it came in. - 3
WhatsApp us within 48 hours of delivery
Send the photos with your order number to our WhatsApp. - 4
We make you a new one
We remake your mug and send it to you again, free.
Something else worrying you?
Not quite what you expected, or a question about care? Contact us on WhatsApp: we’re always happy to help. See also how to look after your mug.