Returns & Exchanges Policy

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A mug is a small thing, but it is used every single day, so it should be the right one. If a Mug Loft mug is not right for any reason, you can send it back or swap it within 60 days of delivery, and we pay the return postage. This page explains the return and exchange process step by step: what you can return, how to start, how the item travels back to us and what happens when it arrives. How and when your money comes back is covered separately in our Refund Policy.

Returns in one glance

  • Window: 60 days from the date your order was delivered.
  • What qualifies: every product we sell, for any reason, including personalised mugs.
  • Return postage: free on every return. We send a prepaid label or reimburse the postage.
  • Exchanges: another size, accent colour or design, subject to availability; we ship the replacement free.
  • Restocking fee: none.
  • Refund timing: within 7 days after your return is received and approved.
  • Damaged or wrong item: report it with photos within 60 days of delivery; usually no need to send it back.

1. What you can return

You can return any item bought on mugloft.com within 60 days of delivery, whatever the reason. Changed your mind about the design? Decided the 15 oz is too tall for your coffee machine? Received the same joke mug from two different colleagues? All of these are fine reasons, and you do not need to justify a return to us.

Personalised mugs are included. We know many shops exclude anything with a name on it; we decided not to, because a name mug that sits unused in a cupboard helps nobody. Please understand that a personalised mug cannot be resold, so we ask you to tell us honestly why it did not work, which helps us improve the way we present personalisation options. If the personalisation we printed does not match what you typed at checkout, that is our error and is handled under section 6, with no questions about reasons at all.

For a smooth return, send the mug back clean and dry, ideally in the box it arrived in. Mugs that have been used are still accepted within the window; we only ask that they are washed. If a mug was broken through an accident at home, contact us anyway: we will look at what we can do, though accidental breakage after delivery is not something we can promise to cover in every case.

2. How to start a return

  1. Email us at support@mugloft.com or use our Submit a Ticket page. Include your order number, the items you want to return and whether you would like a refund or an exchange.
  2. Receive your return instructions within 1 business day. They include the return address and a prepaid return label, or instructions for posting the parcel yourself and claiming the postage back.
  3. Pack the mug carefully. Wrap it in paper or bubble wrap, fill the space inside the mug, and make sure the handle cannot knock against the box wall. A return that breaks in transit because it was packed loose is still our problem to solve, but it makes the whole process slower for you.
  4. Send it within 14 days of receiving your return instructions, and keep the tracking number or proof of postage.
  5. We confirm by email when the return arrives and again once it has been inspected, usually within 2 business days of arrival.

Please do not post anything back without contacting us first. Parcels that arrive without an order reference take much longer to match to the right customer.

3. Who pays for return postage

We do, on every return. Whether the mug was damaged, wrong, or simply not your style, the cost of sending it back to us is covered. Usually we send a prepaid label by email. Where a label is not available for your country or carrier route, which can happen for returns from Canada, Australia or New Zealand, we ask you to post the parcel with tracking at a reasonable standard rate and we reimburse the postage shown on your receipt together with your refund or exchange. Please keep the receipt and send us a photo of it.

Two small requests that keep returns affordable for everyone: choose a standard tracked service rather than an express or premium one, and do not add optional insurance beyond what the carrier includes by default. If you are unsure which service to choose, ask us before you post.

4. Exchanges

An exchange swaps your mug for a different size, accent colour or design. A typical size exchange: someone orders an 11 oz, discovers they drink coffee by the bucket, and wants the 15 oz version of the same design. Our Mug Size Guide can help you pick the right one the second time.

  • Request the exchange within 60 days of delivery, using the steps in section 2.
  • Tell us the exact replacement you want, including size, accent colour and any personalisation text.
  • If the replacement costs more, we send a secure payment request for the difference; if it costs less, we refund the difference within 7 days after the returned mug is received and approved.
  • We ship the replacement free once the return is on its way back to us, or once it arrives if the replacement needs to be personalised.
  • If the replacement is no longer available, we tell you straight away and you can choose a different item or a refund.

Exchanges of personalised mugs are treated like a new order for the new text: please check spelling carefully before you send us the new wording.

5. Gifts and returns by the recipient

Mugs are often bought as gifts, so we want returns to be easy for recipients too. If you received a Mug Loft mug as a gift, contact us with the order number if you have it, or with the purchaser’s name and the delivery address if you do not. Gift recipients can exchange the mug for another item; refunds normally go back to the original payment method, which belongs to the person who bought it. We will not tell the purchaser that you returned their gift unless the refund itself makes that visible.

6. Damaged, defective or wrong items

If something arrives broken, faulty or different from what you ordered, you are covered for 60 days from delivery, and you do not pay anything to put it right. Typical cases:

  • a mug that arrives cracked, chipped or in pieces;
  • a print that is smudged, faded in patches, misaligned or peeling;
  • a color-changing mug whose coating does not change with hot liquid when used as the care notes describe;
  • an enamel camp mug that arrives with chipped enamel;
  • a different design, size or accent colour from the one you ordered;
  • personalisation that differs from the text you entered at checkout, for example “Juels” printed when you typed “Jules”.

Email photos of the item, the packaging and the shipping label to support@mugloft.com. Once we approve the claim, you choose a free replacement or a full refund. In most of these cases you do not need to send the item back at all; if we do need it for a quality check, we cover the postage as with any other return. For sets, we replace only the affected piece unless you prefer a refund for the whole set.

7. Care-related problems

Every product page lists the care notes for that mug: some are fine in a dishwasher and microwave, while color-changing mugs and enamel camp mugs usually need a gentle hand wash and should never go in a microwave. If a print fades or a coating stops working within the 60-day window, contact us even if you are not sure the care notes were followed. We look at each case individually and in most cases simply send a replacement. We will never accuse you of misuse without good reason.

8. When a return is not accepted

We keep refusals rare. A return can be declined when it is requested more than 60 days after delivery, when the item returned is not one we sold, or when the returned item is clearly not the one from the order. If we decline, we explain why by email and offer to send the item back to you at our cost. You can always reply and ask us to look again.

9. Returning from Canada, Australia or New Zealand

Returns from outside the United States follow exactly the same rules: 60 days from delivery, any reason, postage on us. The only differences are practical. A prepaid label is not always available for international routes, so you may be asked to post the parcel yourself with a standard tracked service and send us a photo of the receipt for reimbursement. When the post office asks you to fill in a customs form, describe the contents as “returned goods, printed ceramic mug” (or “enamel mug”) and give the value shown on your order confirmation, so the parcel is not treated as a new sale. International returns can take two to three weeks to reach us; your refund or exchange is processed as soon as the parcel arrives, so the long transit does not eat into your 60-day window as long as you contacted us within it.

10. Packing guide by mug type

  • Ceramic mugs (11 oz and 15 oz): stuff the inside with crumpled paper, wrap the handle separately, then wrap the whole mug twice. Leave no room for it to slide around in the box.
  • Color-changing mugs: pack like ceramic, and avoid tape directly on the coating, which can mark it.
  • Enamel camp mugs: they will not shatter, but the rim can chip if it knocks against another mug. Wrap each one on its own.
  • Latte mugs: the wide rim is the weak point; place the mug upside down on a layer of padding.
  • Gift sets: if you still have the original insert, use it. Otherwise wrap every piece separately and fill the gaps between them.

If you no longer have suitable packaging, tell us when you request the return and we will suggest the simplest option for your location.

11. What happens after the return arrives

We inspect returns within 2 business days of arrival and email you the result. Once a return is approved, an exchange is shipped, or your refund is issued so that it reaches your original payment method within 7 days. The details of refund timing, partial refunds and what to do if the money does not appear are on our Refund Policy page.

The return timeline, step by step
Step Who Time
Ask for a return or exchange You Within 60 days of delivery
Return instructions and label Mug Loft Within 1 business day
Post the mug back You Within 14 days of receiving instructions
Inspection after arrival Mug Loft Within 2 business days
Refund reaches your payment method Mug Loft and your bank Within 7 days after approval

12. Questions about a return

We are happy to talk through any return before you start it. Email support@mugloft.com, visit the Help Center or read the FAQs. If you want to cancel or change an order that has not shipped yet, use the Cancel or Change an Order page instead; it is faster than a return. Delivery questions are answered on our Shipping & Delivery page.

Mug Loft, 148 S Wisconsin St, Burlington, WI 53105, US.