Refund policy

Return and Refund Policy (Including International Orders)

Thank you for shopping at [Your Store Name]! We ship our mugs worldwide and want you to love your purchase. If you are not entirely satisfied, we are here to help.

Returns (Domestic & International)

  • Timeframe: You have [30] days to return an item from the date it was delivered to you.

  • Condition: To be eligible for a return, your mug must be unused, unwashed, and in the exact same condition that you received it. It must also be in the original packaging.

  • Proof of Purchase: We require a receipt or proof of purchase (such as your order confirmation email) to complete your return.

Non-Returnable Items

Please note that certain types of items cannot be returned, regardless of your location:

  • Custom or Personalized Mugs: Because these items are made uniquely for you, we cannot accept returns or exchanges unless they arrive damaged or defective.

  • Gift Cards: Digital and physical gift cards are non-refundable.

  • Sale Items: Only regular-priced items may be refunded. Clearance or final sale items cannot be returned.

Damaged or Defective Items

Ceramic can be delicate, especially when traveling across the globe! If your mug arrives broken, chipped, or has a printing defect, please do not worry about shipping it back.

  • Contact us within [48 hours] of delivery at [Your Email Address].

  • Include your order number and a clear photograph of the damaged mug and the outer packaging.

  • Domestic Orders: We will issue a replacement at no extra cost or provide a full refund.

  • International Orders: Due to high international shipping costs and transit times, we typically issue a full refund for mugs damaged in international transit. If you strongly prefer a replacement, please let us know and we will do our best to accommodate you.

International Customs, Duties, and Taxes

  • Original Fees: Any customs duties, import taxes, or brokerage fees paid to receive your package are determined by your local government and are strictly non-refundable by [Your Store Name].

  • Return Shipping Declarations: If you are returning an item internationally, you must clearly mark the package as "Returned Goods" on the customs form to avoid additional duties. We are not responsible for any customs fees incurred on returned packages.

Refunds

Once we receive your returned item, we will inspect it and notify you via email.

  • If your return is approved, we will initiate a refund to your original method of payment.

  • You will receive the credit within [5-10] business days, depending on your bank or credit card issuer's policies.

Exchanges

We only replace items if they are defective or damaged. If you wish to exchange a standard mug for a different design or size, please return your original item for a refund and place a new order.

Return Shipping

  • Costs: You are responsible for paying your own shipping costs for returning your item. Original shipping costs are non-refundable.

  • International Returns: Please be aware that international return shipping can be expensive. We highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item and cannot issue a refund for items lost in transit back to us.

How to Initiate a Return

To start a return, please contact our customer support team at [Your Email Address] with your order number, a brief explanation of the reason for the return, and indicating whether you are a domestic or international customer. We will provide you with the appropriate return shipping address and instructions.