We're Committed To Making Things Right
Every personalised photo mug is individually made to order using the photographs and personalisation details you provide.
Because each mug is created specifically for you, our returns policy is slightly different to that of non-personalised products.
If there's ever a problem with your order, we'll always do our best to resolve it quickly and fairly.
Personalised Products
Your personalised mug is produced specifically to your requirements and cannot be resold to another customer.
For this reason, we cannot accept returns or offer refunds simply because:
- You've changed your mind.
- You ordered the wrong item.
- You no longer require the product.
- You made an error in the personalisation details after approving your design proof.
This does not affect your statutory rights.
Design Proof Approval
Every order includes a free design proof before printing.
This gives you the opportunity to carefully check:
- Your photographs
- Personalised text
- Spelling
- Dates
- Overall layout
Production only begins after you've approved your proof.
Please take a few moments to check everything carefully, as your approved proof will be used during production.
If There's A Problem With Your Order
If your personalised mug arrives:
- Damaged
- Faulty
- Incorrect
- Different from your approved design proof
Please contact us as soon as possible.
We'll investigate the issue and, where appropriate, arrange a replacement, refund or another suitable resolution.
Our aim is always to resolve genuine problems quickly and fairly.
Damaged During Delivery
Although every mug is carefully packaged before dispatch, damage can occasionally occur during transit.
If your order arrives damaged, please contact us as soon as possible and include:
- Your order number
- Photographs of the mug
- Photographs of the packaging
- A brief description of the damage
This information helps us investigate and resolve the issue as quickly as possible.
Incorrect Personalisation
If we've made an error when producing your order that differs from the design proof you approved, we'll put things right.
If the mistake relates to information supplied by the customer and approved during the proof process, we may be unable to offer a replacement or refund.
Quality Concerns
We take great care in preparing every personalised mug before printing.
If you're unhappy with the quality of your order for any reason, please get in touch.
We'll review the details and work with you to find a fair solution wherever possible.
How To Contact Us
If you experience any issues with your order, please contact us with your order number and a description of the problem.
Including photographs where appropriate will help us investigate your enquiry more quickly.
We'll respond as soon as possible and keep you updated throughout the process.
Frequently Asked Questions
Can I cancel my order?
If production has not yet started, please contact us as soon as possible.
If you've already approved your design proof and production has begun, we may be unable to cancel your order.
Can I return my mug if I don't like my chosen photo?
As every mug is personalised using the photographs you selected and the design proof you approved, we cannot normally accept returns in these circumstances.
What if I notice a mistake after approving my proof?
Please contact us immediately.
If production has not yet started, we'll do our best to help.
Once printing has begun, changes may no longer be possible.
What if my mug arrives broken?
Please contact us promptly with photographs of both the mug and the packaging so we can investigate and arrange an appropriate resolution.
Our Promise
We believe ordering a personalised photo mug should be an enjoyable experience from start to finish.
That's why every order is personally prepared before printing, every customer receives a design proof for approval and every mug is carefully checked before dispatch.
If something genuinely goes wrong, we'll work with you to put it right.