Return & Refund Policy
Because each mug is printed with text you choose, we handle returns a little differently from a store that sells identical stock items. This page explains when you can cancel, when you can send a mug back, and how refunds are paid.
Cancelling or changing an order
- Right after checkout (first 24 hours): you can cancel for a full refund, or change the name, text, design, size or address at no charge. Email us with your order number.
- After that period: your mug may already be in production. We can still cancel it as long as it has not shipped, but a cancellation fee of 15% of the order total applies to cover printing work already done.
- After shipping: the order can no longer be cancelled; please use the return process below instead.
Returns within 30 days
You may request a return within 30 days of the delivery date shown in tracking. To qualify, the mug must be unused, unwashed and sent back with its original packaging.
- Returns for a reason on our side (wrong item, misprint, spelling that differs from what you entered, or a defect): no restocking fee, and we cover return shipping if a return is needed at all. Often a photo is enough and you can keep the mug.
- Returns for personal reasons (changed your mind, ordered the wrong size, typed a name incorrectly yourself): a restocking fee is deducted from the refund, and return shipping is paid by the customer. We state the exact fee in the return instructions we email you, before you ship anything.
Damaged on arrival
If your mug arrives cracked, chipped or broken, email us photos of the mug and the shipping box within 7 days of delivery. We will reprint and resend it, or refund it in full, whichever you prefer. You do not need to send the broken mug back.
How to start a return
- Email support@acustomname.com with your order number, the mug(s) concerned and the reason. Add photos if the mug is damaged or misprinted.
- We reply with return instructions and the address to send it to. Parcels sent without contacting us first cannot be matched to an order.
- Pack the mug carefully; ceramic broken on the way back cannot be refunded.
Refunds
Once we receive and inspect the returned mug, or approve a photo-based claim, we issue the refund to the original payment method. Your bank or card issuer may take several more business days to show the credit on your statement. Original shipping charges on international orders are not refunded for returns made for personal reasons.
Exchanges
We do not swap a printed mug directly for a different one. If you would like another design or size, return the original under the terms above and place a new order.