Returns & Refunds Policy

We hope you love your order. Every item from Marjie's Mugs & Gifts is individually made, printed or personalised with care. Because many of our items are made to order, our returns policy depends on whether the item is personalised, non-personalised, faulty, damaged or incorrect.

Contacting us about a return

Please contact us as soon as possible if you have any issue with your order.

Email: contact@marjiesmugs.co.uk

Please include your order number, your name, and a short explanation of the problem. If your item is faulty, damaged or incorrect, please include clear photographs so we can help as quickly as possible.

Faulty, damaged or incorrect items

If your item arrives faulty, damaged, incorrect, or not as described, please contact us as soon as possible.

We may offer a replacement, repair, reprint or refund depending on the issue. In some cases, we may ask for the item to be returned to us so that we can inspect it.

This does not affect your statutory rights.

Personalised and made-to-order items

Many of our products are personalised or made especially for you. This may include items with names, dates, photographs, custom wording or designs chosen by you.

Personalised or made-to-order items cannot usually be returned or cancelled once production has started, unless they are faulty, damaged, incorrect, or not as described.

Please check all personalisation details carefully before placing your order, including spelling, dates, names, photographs and layout choices.

Non-personalised items

For non-personalised items bought online, you may have the right to cancel your order within 14 days of receiving it.

After telling us you wish to cancel, you then have another 14 days to return the item.

Items must be returned unused, in their original condition and, where possible, in their original packaging.

Return postage

If an item is faulty, damaged, incorrect or not as described, we will advise you on the return process and, where appropriate, cover the cost of return postage.

For change-of-mind returns on eligible non-personalised items, the customer is normally responsible for return postage.

We recommend obtaining proof of postage when returning an item, as we cannot be responsible for returns lost in transit.

Refunds

Refunds will be made to the original payment method.

Where a refund is due, we will process it within 14 days of receiving the returned item or receiving proof that it has been sent back, where applicable.

Hygiene and safety

For hygiene reasons, some items may not be returnable unless they are faulty, damaged, incorrect or not as described.

Photo and image quality

If you upload or provide a photograph for a personalised item, please make sure the image is clear and high quality. We will print using the image supplied by you.

We cannot be responsible for poor print results caused by low-resolution, blurry, dark, cropped or poor-quality images supplied by the customer. However, if the issue is caused by our printing process or an error on our part, we will put it right.