Shipping policy

Shipping and Delivery Policy

Important: Do not enter emojis or unsupported symbols in the personalisation fields, as they may not print correctly. Only letters are supported. Please check all names, spelling and personalisation carefully before placing your order.

Personalised products cannot be returned or exchanged because of customer-entered spelling errors or unsupported characters. This does not affect your right to make a complaint if the product arrives damaged, defective or differs from the approved order.

Production
All our products are made to order to ensure high quality and personalized customization. Production is carried out close to the customer through established production partners. During periods of high demand, we collaborate with selected partners to ensure fast and reliable delivery.

Delivery Time
Orders are sent to production shortly after the purchase has been completed.
The standard delivery time is 5-7 business days, unless otherwise stated on the product page.

Estimated Delivery Date
The delivery date shown at checkout or provided by our production partner (Gelato) is an estimated date and not a guaranteed delivery date. Since products are made to order and shipped directly from the print facility, occasional delays may occur due to circumstances outside our direct control, such as high production demand, carrier delays, weather conditions, or other logistical issues.

If an order is significantly delayed or damaged during transit, we will investigate the shipment and assist the customer in finding an appropriate solution in collaboration with the carrier and print facility.

Shipping
We offer free tracked shipping on all orders.
Once your order has been dispatched, you will receive a delivery confirmation with tracking information via email.

Order Confirmation
An order confirmation is automatically sent to the email address provided at purchase. If you do not see the confirmation, please check your spam/junk folder.

Personalized Products – No Right of Withdrawal
As our products are made specifically according to the customer’s choices (e.g., names, designs, or colours), there is no right of withdrawal, return, or exchange for personalized products. This is in accordance with applicable consumer legislation for custom-made goods.

Damages, Defects, or Discrepancies
If your product is damaged upon delivery, contains a production defect, or does not match your order, please contact us as soon as possible after receipt.
After a validated complaint, the product will primarily be replaced with a new equivalent product at no additional cost. If this is not possible, a refund may be issued.

Dishwasher Policy
Our mugs are designed to be dishwasher safe and suitable for everyday use. To preserve the colours and quality of the print for as long as possible, we recommend placing the mug on the top rack of the dishwasher and using a gentle washing programme.

For maximum durability, we recommend hand washing, especially with frequent use.

Important to know:
We cannot guarantee that the print will remain unchanged after regular dishwasher use over a longer period of time. Dishwasher tablets often contain strong cleaning agents, abrasive particles and bleaching components designed to remove tough stains and deposits. These substances can gradually affect prints, colours and surfaces over time.

Avoid:
Rough sponges or abrasive cleaning products
Extremely hot programmes for extended periods
Aggressive detergents or excessive use of dishwasher tablets
Leaving the mug wet for a long time after washing

Please note that normal wear over time may affect the appearance of the print, especially with very frequent dishwasher use. This is considered normal wear and is not a product defect.

Responsibility & Customer Service
We are responsible for customer service, design, communication, and quality control. Our goal is for every customer to have a safe and professional purchasing experience, both before and after delivery.