Our Commitment to Your Satisfaction with Your Porcelain Purchase

Thank you for choosing our collection of fine porcelain mugs. We take great pride in the quality, craftsmanship, and design of every piece we offer. Your satisfaction is the cornerstone of our business, and we want you to feel completely confident and delighted with your purchase.

We understand that occasionally, an item may not meet your expectations or may have an unforeseen issue. This Return Policy outlines how we work to resolve such situations fairly and efficiently. Please read it carefully.

Eligibility for Returns

We accept returns on most products sold through our website. To be eligible for a return, the item must meet the following conditions:

• The product must be unused, in its original condition, and free from any scratches, marks, or signs of handling beyond simple inspection.
• All original packaging, including boxes, protective inserts, and any accompanying informational materials, must be intact and undamaged. Our porcelain mugs are carefully packed to ensure safe transit, and we ask that you preserve this packaging should a return become necessary.
• The product must have been purchased directly from our website. Items acquired through other retailers must be handled by their respective return policies.

Non-Returnable Items

Certain categories of products are not eligible for return due to hygiene, personal safety, or customisation reasons. These include:

• Any mug that has been personalised, custom-printed, or specially ordered for you.
• Products that show visible signs of use, such as being washed, microwaved, or having food or beverage residue.
• Items damaged due to improper handling, misuse, or failure to follow the provided care instructions (e.g., non-dishwasher-safe mugs placed in a dishwasher).
• Clearance or final sale items, which are sold as-is.

Damaged, Defective, or Incorrect Items

We take extraordinary care in inspecting and packing every porcelain mug before it leaves our facility. However, despite our best efforts, issues can occasionally occur during transit or fulfillment. If you receive an item that is damaged, defective, or not what you ordered, we sincerely apologise. In these cases, we will make the situation right.

Please inspect your order immediately upon delivery. If you discover any of the following issues, contact us as soon as possible:

• Cracks, chips, or breakage in the porcelain body.
• Flaws in the glaze, such as pitting, uneven coating, or sharp edges.
• Significant misalignment of printed designs or decals.
• You received the wrong design, colour, or quantity.

For damaged or defective items, we will guide you through a simple documentation process. This typically involves providing a clear photograph of the issue along with a picture of the packaging. This helps us improve our processes and work with our shipping partners. Once the issue is confirmed, we will arrange for a suitable resolution.

How to Initiate a Return

To begin a return, please visit our website and navigate to the customer service section. You will find a straightforward return request form. To ensure quick processing, please have the following information ready:

• Your order number (found in your order confirmation email).
• The name or SKU of the product(s) you wish to return.
• The reason for the return (e.g., wrong size, changed mind, quality concern).
• For damaged or defective items, clear, well-lit photographs showing the issue from multiple angles.

Once your request is submitted, our team will review it promptly. You will receive instructions on the next steps. Please do not send any product back until you have received approval and clear guidance from our team. Unsolicited returns sent without prior authorisation may not be accepted.

Condition of Returned Products

For returns due to a change of mind, the product must reach us in resalable condition. This means the porcelain mug must be free of any odours, stains, chips, or cracks. It must be returned in the same protective packaging we used to ship it to you. We reserve the right to decline a return or offer a reduced resolution if the returned item shows evidence of having been used, washed, or damaged by the customer.

Resolution Options

Once your return is received and inspected, we will notify you of the approval status. If approved, you may be offered one of the following options, depending on the nature of the issue and product availability:

• A full refund to your original payment method.
• A store credit, which can be used for future purchases on our website.
• A direct replacement of the item if the same product is still in stock.

Please note that for change-of-mind returns, certain original service charges may not be refundable, though this will be clearly explained during the return process. For defective or incorrect items, every effort will be made to provide a complete resolution.

Final Notes

We believe in transparency and fairness. This policy is designed to protect both you, our valued customer, and our small business. All returns are handled on a case-by-case basis, and we reserve the right to update this policy as needed. Any changes will be posted on this page.

We value your trust and are committed to ensuring that your experience with our porcelain mugs is nothing short of excellent. Thank you for supporting our work, and please do not hesitate to reach out through the contact options on our website if you have any questions.