This page sets out exactly what can be returned, by when, how, and who pays for what. All returns are arranged by email – please contact us before sending anything back.
Start here: email us
Email support@luvmuggs.com with your order number and which item you want to return. If the item arrived damaged or incorrect, attach a photograph. We reply within one business day with:
- a return authorisation number;
- the correct return address;
- a prepaid label, in the cases where we pay the postage.
Please do not post anything back before you have that authorisation number. Parcels that reach the warehouse without one cannot be matched to an order, and resolving them takes weeks rather than days.
Return window
You may return an eligible item within 30 days of delivery. The window is counted from the date FedEx records the parcel as delivered, not from the date the order was placed. If tracking shows delivery on 1 March, the last day to start a return is 31 March.
Condition required
- Unused – not drunk from, not washed, not put through a dishwasher;
- In its original manufacturer packaging, with any inserts, lids, straws and tags included;
- Free of added decoration – a mug that has been printed, engraved, transferred or otherwise personalised cannot be returned.
We inspect returns on arrival. If an item comes back used or damaged by the customer, we will contact you and either return it to you at your cost or offer a partial refund; we will not simply keep it.
Items that cannot be returned
- Personalised or made-to-order items;
- Clearance items marked “final sale” on the product page;
- Gift cards.
Nothing else is excluded. If a product page does not say “final sale”, the standard 30-day window applies.
Who pays
- Change of mind, wrong size, no longer needed: the customer pays return postage. We recommend a tracked service – until the parcel reaches the warehouse it is your responsibility.
- Damaged, defective, or not what you ordered: LuvMuggs pays. We email you a prepaid label, and for lower-value items we often do not ask for the mug back at all – we simply refund or replace it.
There is no restocking fee. We do not deduct anything from the refund for handling.
Refunds
Once your return is approved, we issue the refund within 5 business days. Refunds always go back to the original payment method – PayPal to PayPal, card to the same card. We cannot refund to a different account.
A refund covers the price you paid for the returned goods and the 10% import duty and tax you paid on them. Delivery was free, so there is nothing to refund there.
After we issue it, PayPal usually shows the refund within 24 hours; a card refund typically takes a further 3-5 business days to appear on your statement, depending on your bank.
Exchanges
We do not process direct exchanges, because holding an item while a return is in transit risks it selling out. Return the original for a refund and place a new order for the replacement – that way you secure the new item immediately, and delivery on the new order is free.
Cancelling an order
If your order has not yet been packed, email us and we will cancel it and refund in full, duty included. Once a FedEx label has been printed the order is on its way and the standard return process applies.
Faulty goods and your statutory rights
If a mug develops a fault that is not caused by misuse – a crack that appears on first wash, a lid that never sealed, a handle separating – email us with a photo. This policy sits alongside your rights under California and US consumer law and does not limit them.
Contact for returns
Email support@luvmuggs.com. That is the route for every return; the address is monitored Monday to Friday and answered within one business day. You can call +1 949-407-8573 for questions, but a return still needs to be raised by email so the authorisation number and photographs are on record.
Returns are received at our warehouse, 10/F, Wyler Centre 1, 202-210 Tai Lin Pai Road, Kwai Chung, New Territories, Hong Kong – but only send them there once we have given you the authorisation number. Please never send returns to our California business office.