Returns Policy
As all our mugs are custom-made to order, we are unable to accept returns or exchanges. Each mug is uniquely personalised just for you.
We Will Always Make It Right If:
- Your mug arrives damaged or broken
- There is a printing error on our part
- The wrong item was sent
In any of these cases, simply contact us within 14 days of receiving your order with a photo of the issue and we will send a free replacement immediately — no questions asked.
Please Note:
- We cannot accept returns due to incorrect personalisation details provided by the customer — please double-check your text and photo before ordering
- We cannot accept returns due to low image quality if the customer was warned beforehand
- Colours may vary slightly from screen to screen due to monitor calibration
How to Report an Issue
Email us at hello@personalised-mug.co.uk or use the chat button on our website. Please include your order number and a photo of the issue.
We pride ourselves on our customer service — just like on eBay where we have maintained 99.8% positive feedback across 1,500+ orders. We will always do our best to make sure you are happy.
This policy is in accordance with the Consumer Contracts Regulations 2013, which exempts personalised and custom-made goods from the standard 14-day return right.