Order policy
What you are agreeing to
Short, plain, and worth two minutes before you pay. You confirm you have read this at checkout.
- 01
Orders are not started until payment is received
Every cup is made to order, so nothing goes into production until the payment clears. Your turnaround time starts from the day payment lands, not the day the order is placed.
- 02
Turnaround is 2 to 4 weeks
Most cups ship within 2 to 4 weeks. Hand-painted and photo designs take longer — the lead time shown on each product page is the honest one. Rush orders are possible when the calendar allows; ask before ordering.
- 03
You approve a mock-up before we build
For anything personalised we send a mock-up by email and wait for your yes. If we do not hear back within 7 days we send one reminder, then build to the mock-up as sent.
- 04
Check your spelling
Engraving is cut exactly as you type it. We proofread and we will flag anything that looks off, but the spelling on the mock-up is the spelling that gets cut. Re-cuts after approval are charged at cost.
- 05
Custom pieces are not returnable
Because each cup is made for one person, personalised and made-to-order pieces cannot be returned or exchanged. This does not affect your rights if an item arrives damaged or faulty.
- 06
Damaged in transit? Tell us within 48 hours
Everything ships double-boxed and insured. If it arrives broken, send photos of the item and the box within 48 hours of delivery and we will remake or refund it. Keep the packaging until we have sorted it out.
- 07
Colours shift a little
Glitter is poured by hand and no two cups settle identically — that is the point of it. Screens also lie about colour. Expect small variation from the photos.