Refunds & returns.
The short version: if it’s our fault, we fix it. If it’s not, we can’t take it back.
Damaged or misprinted mugs
If your mug arrives broken, misprinted, or clearly not what you ordered, we’ll replace it free within 14 days of delivery. Take a photo of the problem, email it to hello@moomugs.au, and we’ll sort a replacement straight away. No forms, no hoops.
Change of mind
Because every mug is printed specifically for your order, we can’t accept returns for change of mind. We know that’s a bit firmer than some shops, but it keeps waste low and prices fair. Please have a good look at the design before you order, and if you’re unsure, email us first.
Wrong address
If the package is returned to sender because the delivery address was wrong or nobody was home to collect it, we can ship it again at cost. Orders that come back as undeliverable and aren’t claimed within 30 days are refunded minus shipping.
How long refunds take
Once approved, refunds land back on your original payment method within 3 to 10 business days, depending on your bank.
Still have a question?
Email hello@moomugs.au. We read everything and usually reply within a day.