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Policies

Privacy Policy

We will not pass your email address or any other personal information you provide us to other traders under any circumstance. In order to place an order on our website, we will need to collect some personal information to enable you to set up an account.

At point of ordering, we will need to collect information including: your name, address, phone number, email address and credit/debit card details. However, your card details will not be accessible to us as we us a PCI compliant host, SagePay to take payments on your behalf. We will ask for your email address when you set up your account so we can send you promotional emails and offers, however if you do not wish to be sent these emails you are able to opt out at any time by logging onto your account and changing your account settings.

Any personal details you provide us will not be passed on to any third party for marketing purposes.

Cookie Policy

What are cookies?

Cookies are small text files which are placed on your computer or mobile device when you use our website.  They store information which is be used to make browsing on our website easier and to give you a more personalised experience. This is standard practice for all websites. By using our website, you consent to the use of cookies.

Why do we use cookies? 

Cookies enable us to give our customers a personalised experience. It will allow the website to hold your preferences and store data, saving you from re-entering information when you return to our site. It will enable you to continue browsing our website whilst saving the contents of your shopping basket.

Can I disable cookies?

You can disable cookies on your computer by changing the settings in your browser. Please see the help links below for disabling cookies on the most popular internet browsers. Please note, if you choose to disable cookies, you may experience problems when using our website.

https://support.google.com/chrome/answer/95647?co=GENIE.Platform%3DDesktop&hl=en

https://support.mozilla.org/en-US/kb/enable-and-disable-cookies-website-preferences

https://support.microsoft.com/en-us/help/17442/windows-internet-explorer-delete-manage-cookies

Returns Policy

Unwanted Item – If you decide you do not want your order once we have despatched it then you have 14 days to return it. We do not currently offer returns free of charge, however we can supply you with a DPD returns label for £6.50 which you can access by following this link:

www.dunoonmugs.co.uk/returnslabel

Please include a copy of the despatch note in the parcel so we can issue you with a full refund. If you have any problems, please email customerservice@dunoonmugs.co.uk or telephone our customer service team on 01785 817414

You will need to drop the parcel off at a DPD point. To find your nearest DPD point, please follow this link to their website DPD.com. Once we receive your returned item(s), we will issue you with a refund.

Damaged Item – If you receive an item which is damaged, please email a photo along with your name and order number to customerservice@dunoonmugs.co.uk within 14 days of receipt. This will then be reviewed by our quality and technical manager. We will respond to your email within 2 working days and may ask for the mug to be returned at our expense, before issuing a refund or replacement.

Our returns and replacement policy does not apply when a defect in the mug has arisen from the following:

Wear and tear through fair use;

Wilful damage, negligence by you or a third party, misuse, or incorrect handling or storage;

Failure to follow the care instructions recommended by us on the care card provided in your parcel;

Products you have not paid for;

Products you have not bought from our website.

Cancellation Policy

As soon as you have placed your order, we start producing your mug in order to meet our target 3-5 day delivery schedule. If you would like to cancel your order after confirmation, we need you to telephone 01785 817414 or email customerservice@dunoonmugs.co.uk as soon as possible. However, once your order has been prepared for despatch, we will be unable to cancel your order. Once the mug has gone out of our factory with DPD or Royal Mail 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.

Complaint Handling Policy

If you have any complaints about our service, website, product or anything which you feel concerned about, please email customerservice@dunoonmugs.co.uk where we will respond to you within 2 working days. Alternatively, you can call us on 01785 817414 and ask to speak to the customer service department.

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