CustomMugCup / Buyer information
Inspect on arrival. Contact us promptly if something is wrong.
Custom & blank merchandise
Our existing policy states that personalised merchandise and blank merchandise are not returnable or refundable. Please review the product specifications and, where needed, request a sample before placing a bulk order. Sample costs and shipping must be confirmed with our team.
This return restriction does not replace the claims review process below for breakage or other product issues.
Report claims within 7 calendar days
Check your order immediately on receipt. All claims must be reported within 7 calendar days of receiving the goods. Email [email protected] with your order reference, a description of the problem, the affected quantity and clear photographs of the goods and packaging.
Assessment & resolution
Claims are confirmed by email. We may request additional photographs or an actual sample for inspection. After evaluating a claim, we will credit or replace the affected product where warranted. The product, logo, artwork and imprint colour are not changed when processing a redo.
Contact our team for instructions before sending goods back. Any return arrangements or claim-specific remedy must be confirmed with us; this page does not promise an automatic refund or a fixed processing time.
Approved artwork & order changes
Review your proof carefully before approval. Errors already present in an approved proof are the customer's responsibility. No changes can be made once the proof has been approved and production has begun. See Terms of Service for artwork and approval details.
Questions about your project?
Contact Mrs. Lucy at [email protected] or send an enquiry. Include your quotation or order reference if you have one.
Last updated: 14 November 2026
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