Frequently Asked Questions
Can I alter an order once it has been confirmed?
If you decide you would like to amend your order after it has been confirmed, please telephone us on 01785 817414 or email firstname.lastname@example.org and we can look into this for you. If your order is being processed we may still be able to alter it, however as we are making your mug to order, it is likely that there will be a delay in despatching your order by a couple of days. If your order has already been programmed for despatch with our carrier, then we will have to ask you to set up a new order.
Will my payment details be secure?
We do not have access to any of your personal card details as all payments are run through SagePay. This is a PCI compliant host which uses SSL technology, “secure sockets layer” and displays the “Golden Padlock” in your browser window. This technology means that any information you enter is encrypted so in the unlikely event that the information is stolen, it cannot be read.
Can I cancel my order?
Once you have placed your order we will immediately get to work making your item(s). If you wish to cancel it, please email email@example.com or telephone 01785 817414 as soon as you can so we can stop production and offer you a refund or exchange. However, once the mug has been despatched our factory you will need to pay to send it back at a cost of £6.50 for the returns label. To acquire this label please click here.
Can I collect my order from the Dunoon Shop in Stone?
There is an option at checkout to collect from the Dunoon shop in Stone. This will be free of charge and we will email you when your item is ready for collection.
The shop is open Monday-Saturday, 9am-5pm. If you have any queries you can contact the shop directly on 01785 818300. For information on how to find us, Click here
Can I collect my mug from a Dunoon stockist?
No, we do not currently offer this service.
What can I do if my mug arrives broken?
If you have received a broken mug, please email firstname.lastname@example.org within 14 days with a photo and we will forward your email to our quality and technical team. Failure to contact us or to provide a photo within 14 days will invalidate your right to a refund or replacement. Once we have clearly identified which items are broken or damaged, we will send you out a replacement or give you a full refund. Our technical team may require you to post it back at our expense, in which case we will need to provide you with a prepaid label. We would ask you to drop it into your local DPD point or Post Office at your convenience within 28 days of our return request.
A mug I bought years ago has broken and I would like to replace it with the same piece. Can you manufacture one for me?
If you wish to replace a mug which is no longer available, there is always a chance we may have a very small number left in our Dunoon Shop in Stone or we may be able to make one for you if we have the ware and the prints available. Please telephone the shop directly on 01785 818300 or email email@example.com and we can look into it for you.
What do I do if the mug I receive is incorrect?
Please inform us within 14 days that you have received an incorrect mug. We will need you to clearly state what you have received, quoting your order number and supplying a photograph, and then we will supply you with a returns label and send out the replacement immediately or issue you with a refund. We would ask you to return the incorrect mug, in its original parcel, into your local DPD point or Post Office at your convenience within 28 days of our return request.
If you have any further questions, please email firstname.lastname@example.org where we will try and respond to you within 2 working days, to answer your query.