Warranty

Every mug from A Custom Name comes with a 1 year warranty, counted from the delivery date, that covers problems caused by how the mug was made or printed.

What the warranty covers

  • A print that peels, flakes, blisters or fades noticeably under normal use and care.
  • Printing errors: a name or word that does not match the text you entered, missing letters, smudges or a design printed off-center by an obvious margin.
  • Cracks or surface defects in the ceramic that appear without any knock, drop or sudden temperature shock.
  • A handle that comes loose or detaches during normal use.

What it does not cover

  • Breakage from dropping, knocking or impact.
  • Damage from scouring pads, abrasive cleaners or harsh chemicals.
  • Wear caused by using the mug in a way its product page advises against (for example, an appliance the product page does not list as suitable).
  • Spelling mistakes that were in the text you submitted.
  • Normal, gradual signs of everyday use, such as light utensil marks.

Damage that happens during shipping is handled separately: report it within 7 days of delivery as described in our Return & Refund Policy.

How to make a claim

  1. Email support@acustomname.com with your order number.
  2. Describe the problem and attach clear photos showing the defect.
  3. We review the claim and reply with the outcome. For an approved claim we reprint and send a new mug at no charge; if a reprint is not possible, we refund the price of the affected mug.

In most cases you will not need to send the defective mug back.

Caring for your mug

Ceramic is durable, but the printed surface lasts longest with a little care:

  • Hand washing with a soft sponge and mild dish soap keeps the print looking its best.
  • Check the product page before putting the mug in a dishwasher or microwave, and follow what it says for that design.
  • Avoid pouring boiling water into a mug that has just come out of the fridge or freezer; rapid temperature changes can crack ceramic.
  • Do not soak the mug for long periods or use bleach on the printed area.

Support hours: Monday – Friday, 9:00 AM – 5:00 PM (GMT+7).