Frequently Asked Questions 

Category 1: Ordering, Shipping & Delivery

Q: How long will it take to get my mug? 

A: Because we believe in sustainable manufacturing, we make every single mug to order! Here is how our timeline works:

  1. Fulfilment (2–5 Business Days): We print your unique design onto the mug. On average, most orders are printed within 3 days.   

  2. Shipping (2–5 Business Days): Once printed, we hand it off to trusted carriers like Royal Mail (UK) or USPS (USA).

  • Total expected wait: Please plan for 5–10 business days from the moment you click "Buy" to the moment you sip your coffee. During holidays, this may take slightly longer as our printers work overtime!

Q: Where does my mug come from?

 A: We operate a global fulfilment network to get your mug to you as fast as possible.

  • UK Customers: Your mugs are typically printed and shipped from our facility in Birmingham, ensuring no customs fees and fast local delivery.   

  • USA Customers: Orders are fulfilled from our centers in North Carolina or Texas.   

  • EU Customers: We print in Latvia or Spain to ensure smooth intra-EU transit.   

  • Note: While we print locally, the high-quality ceramic blanks are responsibly sourced from China.   

Q: Do you ship internationally?

A: Yes, we ship worldwide! Whether you are in Canada, Australia, or Japan, we can get a mug to you. Our smart routing system automatically sends your order to the fulfillment center closest to your address to speed up delivery and reduce carbon emissions.   

Q: I ordered a t-shirt and a mug, but only received one. Where is the rest? 

A: Don't worry, the rest is on its way! To ensure your ceramic mug arrives safely, we use specialised "smash-proof" cardboard boxes. These rigid boxes cannot fit into the soft mailers we use for t-shirts or hoodies. Therefore, we often ship mugs separately from other items. You will likely receive two packages and two tracking numbers.   

Category 2: Product Care & Technical Specs

Q: Are your mugs dishwasher and microwave safe?

A: It depends on the mug type!

  • Ceramic Mugs (White & Colored): YES. Our ceramic mugs are 100% dishwasher and microwave safe. We use a high-heat "sublimation" process that bonds the ink into the mug's coating, so the design won't fade or peel, even after hundreds of washes.   

  • Enamel (Camp) Mugs: NO. These mugs have a metal core. Do not put them in the microwave (it will spark!). We also recommend hand-washing them to prevent rust.   

  • Travel Mugs: Hand-Wash Only. To protect the vacuum insulation seals, please wash these by hand.   

Q: What size are the mugs?

A: We offer three main sizes to suit your caffeine needs:

  • Standard (11 oz): The classic coffee cup size (approx. 325ml). Height: 3.8″ (9.6 cm).

  • Large (15 oz): A taller "grande" mug (approx. 443ml). Height: 4.7″ (11.9 cm).

  • Extra Large (20 oz): For the serious coffee drinker (approx. 591ml). Height: 4.3″ (10.9 cm).

  • Note: Dimensions may vary slightly (+/- 2mm) due to the ceramic firing process.   

Q: Is the print a sticker? Will it peel off?  

A: Never! We do not use vinyl stickers or cheap surface decals. We use a process called Dye-Sublimation. This uses extreme heat to turn the ink into a gas, which infuses into the ceramic glaze of the mug. The design becomes a permanent part of the mug itself. It is smooth to the touch and will never peel, crack, or wash away.   

Category 3: Returns, Refunds & Broken Items

Q: My mug arrived broken! What do I do?

A: We are so sorry! Despite our smash-proof packaging, breakages can occasionally happen during transit.

  • The Good News: You do not need to mail the broken pieces back to us (it’s dangerous!).

  • The Fix: Simply take a clear photo of the broken mug and the shipping label. Email it to us with your order number within 30 days of delivery. We will send you a brand new replacement completely free of charge. 

Q: Can I return my mug if I changed my mind? 

A: Because our products are made-to-order specifically for you (we don't have a warehouse of finished mugs), we cannot accept returns or exchanges for "buyer's remorse" (e.g., if you changed your mind on the colour or size).

  • However, if there is anything wrong with the print quality or the mug itself (defects, blurriness), we will absolutely make it right. Just let us know!.  

Q: My tracking says delivered, but I don't have it. 

 A: Please check with neighbours or your front desk first. If it is still missing, contact us immediately. We can file a claim for a lost package up to 30 days after the estimated delivery date. If the carrier confirms it is lost, we will reprint and reship it to you for free. 

Category 4: Sustainability & Ethics

Q: Is this eco-friendly? 

A: Yes! Our Print-on-Demand model is a major step forward for retail sustainability.

  1. Zero Waste: We only make a mug when you buy it. This eliminates the massive overproduction waste seen in traditional retail.   

  2. Safe Inks: We use Oeko-Tex™ certified inks that are safe for you and the planet.   

  3. Recycled Packaging: We are transitioning to 90-100% Post-Consumer Recycled (PCR) plastics for our packaging where possible.