Customer Service
Customer Service
Welcome to The Mug Loft customer service page. We’re here to help and always aim to make your experience calm, clear, and enjoyable.
Orders & Processing
All orders are carefully packed and prepared with attention to detail. As many of our mugs are one-of-a-kind or limited pieces, each order is handled individually to ensure it arrives safely.
Orders are usually dispatched within 1–3 working days unless otherwise stated.
Shipping Information
We currently ship within the UK and internationally, including to the United States.
Shipping costs are calculated at checkout based on destination, weight, and package size. International orders may be subject to customs charges or import duties set by the destination country. These fees are the responsibility of the buyer.
Tracking details will be provided where available.
Condition & Product Details
Many items sold at The Mug Loft are pre-owned, vintage, or collectible. Any noticeable wear, marks, or age-related signs will always be described clearly and shown in photographs.
Please review all images and descriptions carefully before purchasing. If you have questions about an item, we’re happy to help before you order.
Returns & Refunds
Due to the nature of our items, we do not accept returns for change of mind.
Returns are accepted only if an item is significantly not as described or arrives damaged. If there is an issue with your order, please contact us within 48 hours of delivery so we can assist you.
Breakages During Shipping
All mugs are packed securely to minimise the risk of damage. In the rare event that an item arrives damaged, please contact us with clear photographs of the item and packaging so we can resolve the issue promptly.
Contact Us
If you have any questions about an order, shipping, or an item listed in our shop, please get in touch.
We aim to respond to all messages within 24–48 hours.
Thank you for supporting The Mug Loft — a carefully curated space for mugs with character, history, and charm.