Welcome to Mug World. These Terms & Conditions explain how orders, payments, delivery, returns and use of this website work.
By using this website or placing an order with Mug World, you agree to these Terms & Conditions.
1. About Mug World
This website is operated by Mug World.
Contact email: office@mug-world.co.uk
Return address:
Mugworld
Browns Green
Birmingham
B20 1DW
United Kingdom
The best way to contact us is by email. If your message relates to an order, please include your order number so we can help more quickly.
2. Our products
Mug World sells printed mugs and gift items through this website.
Our mugs are hand printed to order, so small variations may occasionally occur. We aim to show product colours, wording and designs as accurately as possible, but the appearance of colours may vary slightly depending on your device screen.
Please check all product details carefully before placing your order.
3. Personalised or customised products
Some products may be personalised or customised if this option is offered on the product page.
Please check any names, dates, wording or custom details carefully before placing your order. We may not be able to change personalised details once the order has been processed.
Personalised or custom-made items can usually only be returned if they are faulty, incorrect or not as described. This does not affect your statutory rights.
For normal Mug World designs that are not personalised or customised for you, our standard returns policy applies.
4. Orders
When you place an order, you are making an offer to buy the items in your basket.
After placing an order, you should receive an order confirmation email. This confirms that we have received your order, but it does not mean we have accepted the order.
We reserve the right to refuse or cancel an order if:
- the item is unavailable
- there is an error in the price or product information
- payment is not authorised
- we suspect fraudulent or abusive activity
- the delivery address is outside our current delivery area
If we need to cancel an order after payment has been taken, we will refund the amount paid for the cancelled item.
5. Prices and payment
All prices are shown in pounds sterling.
The price shown on the product page at the time of ordering is the price you pay, unless there is an obvious error.
Payment must be made through the payment methods available at checkout. Orders will not be processed until payment has been received or authorised.
Discounts, offers and free delivery thresholds may change from time to time. Current offers will be shown on the website where applicable.
6. Delivery
Mug World currently delivers within the UK only. International delivery is planned for the future.
Our mugs are hand printed to order. We usually dispatch orders the next working day, but please allow up to 3 working days during busy periods.
Delivery times after dispatch depend on the postal service used at checkout.
Free UK delivery is available on orders over £25.
Please make sure your delivery address is correct before placing your order. If you notice a mistake, contact us as soon as possible at office@mug-world.co.uk. We will do our best to help, but we cannot guarantee changes once an order has started processing or has been dispatched.
7. Delays and lost parcels
We will do our best to dispatch your order within the times stated above, but delivery times can occasionally be affected by postal delays, busy periods, weather, strikes or other issues outside our control.
If your order has not arrived within a reasonable time after dispatch, please contact us at office@mug-world.co.uk with your order number.
8. Returns and refunds
We offer returns within 30 days of receiving your order, provided the item is unused and returned in suitable condition.
To request a return, please contact us first at office@mug-world.co.uk and include your order number.
For change-of-mind returns, customers are responsible for return postage unless we have agreed otherwise. We recommend using a tracked postal service, as the item remains your responsibility until it reaches us.
Once we receive and check the returned item, we will process the refund using the original payment method where possible.
This returns policy does not affect your statutory rights.
9. Faulty, damaged or incorrect items
If your item arrives damaged, faulty or incorrect, please contact us at office@mug-world.co.uk as soon as possible.
Please include:
- your order number
- a clear description of the issue
- photographs showing the damage, fault or incorrect item
Once the issue has been confirmed, we will arrange a suitable solution, such as a replacement or refund.
10. Cancelling an order
If you want to cancel an order, contact us as soon as possible at office@mug-world.co.uk.
If the order has not yet been processed or dispatched, we will do our best to cancel it.
If the order has already been dispatched, you may need to return it under our returns policy.
Personalised or custom-made items may not be cancellable once production has started, unless they are faulty, incorrect or not as described.
11. Product care
Unless stated otherwise on the product page, we recommend hand washing printed mugs to help preserve the design for as long as possible.
Do not use abrasive cleaners or harsh scrubbing on printed areas.
12. Website information
We try to keep the information on this website accurate and up to date. However, we cannot guarantee that all product descriptions, prices, images, availability or other content will always be completely error-free.
If we notice an error after an order has been placed, we will contact you as soon as possible.
13. Intellectual property
All website content, including text, images, product descriptions, graphics, logos and design elements, belongs to Mug World or is used with permission unless stated otherwise.
You must not copy, reproduce, reuse or distribute website content without permission.
14. Customer behaviour
We are happy to help with genuine order queries, product questions and support requests.
We reserve the right to refuse service or stop communication where messages are abusive, threatening, fraudulent or unreasonable.
15. Privacy
Your personal information is handled in line with our Privacy Policy.
Please see our Privacy Policy for details of how we collect, use and protect customer information.
16. Changes to these terms
We may update these Terms & Conditions from time to time.
The version published on this page at the time you place your order will apply to that order.
17. Governing law
These Terms & Conditions are governed by the laws of England and Wales.
Nothing in these Terms & Conditions affects your statutory rights as a consumer.