Returns and refunds
Every mug is printed for one specific order, so we can't resell a returned one. That shapes our change-of-mind policy, but it doesn't touch your rights when something is wrong with what we sent.
If something is wrong with your order
Tell us and we'll fix it. You're entitled to a replacement or a refund if your mug:
- arrives cracked, chipped or otherwise damaged
- has a printing fault: smudged, misaligned, faded or the wrong design
- isn't what you ordered
- doesn't match how it was described on the site
These are your rights as a consumer guarantee under Australian Consumer Law, and nothing on this page limits them.
How to make a claim
- Contact us within 30 days of delivery with your order number.
- Send a photo of the problem. For breakages, a photo of the packaging helps us improve it.
- We'll confirm the outcome .
You don't need to post it back. There's no cost to you for a faulty-item claim.
If you've changed your mind
Made-to-order items are exempt from change-of-mind returns, because your mug is printed specifically for you and can't be sold to anyone else. We're not required to refund you for choosing the wrong design or simply not wanting it any more.
If you contact us before your order goes to print, we can usually cancel it or change the design.
Wrong delivery address
Please check your address carefully at checkout. If you spot a mistake, contact us straight away and we'll correct it if the parcel hasn't shipped.
Parcels that don't arrive
If your tracking hasn't moved for 10 business days, contact us. We'll chase the carrier and, if the parcel is genuinely lost, reprint and resend it at no cost.
Getting in touch
Email [email protected] or use the contact page.
If we can't agree
If you're not happy with how we've handled a claim, contact the consumer protection agency in your state or territory, or the ACCC at accc.gov.au.