FAQ
Ordering & Customisation
Q: How do I place an order for customised products?
A: Simply choose your product (mug, coaster, card), upload your design or photo, add any text, and place your order through our checkout system.
Q: Can I order just one item, or is there a minimum order quantity?
A: You can order a single mug, coaster or card or larger batches. Discounts are available for bulk orders of mugs.
Q: What file formats do you accept for custom designs?
A: We accept JPG, PNG, and PDF files. For the best print quality, we recommend high-resolution images (300 dpi).
Q: Can I see a preview of my design before printing?
A: Yes, our online design tool shows you a preview. For bulk or corporate orders, we can provide a proof before production.
Q: Can I design my own product?
A: Yes, we offer several options for photo, text and photo, and text which are customisable with your own words and /or images on mugs and coasters. Please take a look in our Photo section.
Q: Do you offer design assistance?
A: Yes, our team can help tidy up your artwork or add text if needed on our B2B mug service for an additional cost.
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Products & Quality
Q: What types of mugs do you offer?
A: We stock 11oz ceramic mugs, with different colour inner and handles available on some designs.
Q: What are the coasters made from?
A: Our coasters are hight-quality hardboard with a glossy, wipe-clean finish. You can order singles, or sets of four or six.
Q: What size are greetings cards?
A: Our cards are 14.5cm square, white premium card.
Q: Are the mugs dishwasher and microwave safe?
A: Our ceramic mugs have been tested to the highest standards and are dishwasher and microwave safe.
Q: What size are the mugs?
A: Our mugs hold 11oz, around the same amount as a drink can.
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Shipping & Delivery
Q: How long does delivery take?
A: We aim to dispatch order same or next working day. Standard orders usually arrive within 2–5 working days. Express delivery options are available at checkout.
Q: Do you ship outside the UK?
A: Currently, we only ship within the UK, but please get in touch if you require international delivery.
Q: How much is postage?
A: Standard UK delivery starts from £3.99. Orders over £10 qualify for free delivery.
Q: How will my order be packaged?
A: Mugs are packaged in tried and tested smash-proof cardboard boxes to ensure safe delivery.
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Returns & Refunds
Q: Can I return personalised items?
A: Since products are customised to order, we cannot accept returns unless the product is faulty or damaged. If you need assistance please make contact with us and we will do our best to help. This does not affect your statutory rights.
Q: Can I return non-personalised items?
A: We are happy to take returns of non-personalised items, provided they are in new condition and unused.
IMPORTANT! Any returns MUST include either the original paperwork or order number. failure to include these will mean that we will be unable to verify the return and you will experience delays in any refunds.
Our returns address is:
MuggzUK Returns
Unit 11 Brookfield Business Park
York Road
Market Weighton
York
YO43 3PU
Please keep proof of posting or use tracked mail.
Q: What if my order arrives broken or misprinted?
A: Please contact us within 48 hours of delivery with a photo of the issue. We’ll send a replacement free of charge.
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Payments & Discounts
Q: What payment methods do you accept?
A: We accept major debit/credit cards, PayPal, Apple Pay, and Google Pay.
Q: Do you offer discounts for bulk orders?
A: Yes, we provide tiered discounts for larger orders—perfect for businesses, events, or gifts. Contact us for a quote.
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