Customer information
Returns and refunds
Your return window
Email [email protected] to request a return within 30 days of delivery. Include your order reference and the items concerned. Send the items within 14 days after we issue return instructions. Do not send returns to the registered address without instructions.
Condition and components
Items must be unused, clean and complete with their original components. An opened package is not automatically excluded, provided the item remains unused and suitable for resale. Include the saucer, lid or straw when it forms part of the named product. There is no restocking fee.
Postage and damaged items
You pay return postage for a change of mind. We cover reasonable return postage for an incorrect or damaged item after agreeing the arrangements with you. Report visible transit damage promptly, ideally within 7 days, with photographs where available. This request does not limit rights that cannot lawfully be restricted.
Inspection and refunds
We inspect returned goods within 5 business days of receipt and issue approved refunds to the original payment method within a further 5 business days. Your bank may take additional time to post the refund. Original outbound postage is not refunded for a change of mind; it is refunded for a full return caused by our error. We will explain any proposed deduction or refusal before closing your return.
Preparing your request
State whether you changed your mind, received the wrong item or found damage, and identify each item you want to return. A photograph of the item, its components and packaging can help explain a problem, but do not keep using a damaged product while waiting for a reply. Keep your delivery information so the delivery-based return window can be checked. Opening a carton to inspect a cup is different from using it for drinks; there is no automatic exclusion simply because the carton was opened.
Protecting mugs and tumbler parts
For ceramic mugs, protect handles and rims from contact with other pieces during packing. For a cup-and-saucer item, include both original pieces. A thermal tumbler return should contain the lid and any supplied straw belonging to that named product, with loose parts secured so they cannot scratch the body. Do not attempt to repair a crack, force a lid mechanism or alter the product before asking about a defect. Describe any missing component rather than replacing it with an unrelated accessory.
Return instructions before posting
Wait for the return destination and agreed postage arrangements before sending anything. The registered company address is not an instruction to deliver a parcel there, and the website does not automatically generate a prepaid label. Pack the item to protect it in transit and retain the postage receipt and tracking details if available. Include the request reference without putting financial credentials inside the parcel. If circumstances make the 14-day sending period difficult, contact us before it expires rather than assuming an extension.
Following an inspection
The inspection and approved-refund periods above are separate steps. If you are told that a return is incomplete or not in the required condition, ask which item or component caused the concern so you can respond. We will explain a proposed deduction or refusal; no restocking fee is added. A refund to the original payment method is relevant only where payment was actually made. If a posted refund has not appeared after the additional bank-processing period, contact us with the reference and refund correspondence, not your full card number.
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