If something is wrong, we reprint it.

• ReturnsAccepted for broken, faulty or incorrect items, within 30 days of delivery
• Sending it backNot needed. Keep the original, or what is left of it
• Cost to youNone, including the postage on the replacement
• ExchangesNot offered. Each mug is printed in the design, size and color you chose
• Changed your mindFull refund if the order has not gone into production

Something arrived wrong

Email [email protected] within 30 days of delivery with your order reference and a photo of the problem. A photo settles it quickly, and without one we may not be able to put it right.

We will print the mug again and ship it at no cost to you. There is nothing to post back and nothing to pay, including the postage on the replacement.

This covers breakage in transit, a fault in the print or the glaze, the wrong design, size or color, and orders that never arrive. After 30 days we can no longer replace an order, so tell us as soon as you notice.

What is not a fault

The drawings are a single hairline stroke, and the product photos are screen renderings of them. A line that sits a millimetre or two from where the mockup showed it, or a black that reads slightly warmer on ceramic than on your monitor, is normal printing tolerance and is not something we can reprint for. Smudges, gaps in the line, a design printed crooked, and chips or cracks in the mug are faults, and those we will.

Every mug is dishwasher and microwave safe. Wear that shows up after months in a dishwasher is ordinary use rather than a fault, but a print that starts lifting in the first few washes is not, and we will replace it.

You changed your mind

Message us straight away and we will stop it if we can. If the order has not gone into production we will cancel it and refund you in full. Production can begin within hours, so the sooner you write the better the chance of catching it.

Once a mug is in production we cannot cancel or refund it. It has been printed with the design you picked and cannot be sold to anyone else, which is also why printed-to-order items are exempt from the usual online cooling-off period.

Refunds

We refund canceled orders that had not started production. For anything else our answer is a reprint, because that is what actually fixes a mug someone is waiting on.

Where a reprint genuinely will not solve it, for instance if a mug bought as a birthday present can no longer arrive in time, write to us and say so. We would rather hear from you than have you disappointed.

Getting hold of us

[email protected]. Quote the order reference from your confirmation email, which looks like JOLA-XXXXXXXXXX. We answer every message we receive.