UK Delivery
After placing an order with us, you will receive email notification to confirm that we have received your order details. This email will contain a unique order number, along with the details of the items purchased and the delivery information provided. If you notice any mistakes in the details included within this email or need to make any changes, please contact us immediately to let us know, and quote the order number that you have been given. delivery@buddymugs.co.uk
Dispatch and delivery times are estimates but we aim to deliver your goods within 2 working days. We will always notify customers if there are any circumstances that may affect these estimated delivery times.
Overseas Delivery
Upon receipt of a valid order you will receive an email confirmation with an order number and details of the items that you have ordered. At Buddy Mugs we aim to despatch your goods the same working day, or failing that the following working day. Orders received over the weekend (after midday on Friday) will be dispatched the following Monday.
Standard Airmail orders are sent using Royal Mail’s International services in association with their international partners. This is a very reliable service and you will receive your order within 3-5 working days (Europe) and 5-7 working days (Rest of the World). If you have still not received your order within this time, we ask you to check at your local postal office in case the parcel has been left there if you were out when they attempted delivery. On rare occasions it might take slightly longer for a parcel to be delivered if there is a delay at customs.
We cannot be held responsible for any customs taxes and charges which you may be charged, please contact customs and excise for further details.
Returns Policy
Damaged goods – please inform us within 14 days
Please contact us by email within 14 days of receipt of your order.
Failure to report a damaged item within 14 days will invalidate your right to any refund or replacement.
We will need you to explain clearly which item or items are damaged and we will refund the price you paid for the goods, or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Incorrect or missing goods – please inform us within 14 days
Please contact us by email within 14 days of receipt of your order. Failure to report incorrectly sent goods or goods missing from your order within 14 days will invalidate your right to any refund or replacement. returns@buddymugs.co.uk
If we have sent you the wrong goods, or if we have failed to send you goods you have paid for (without acknowledging the shortfall on your delivery note and issuing you with a refund), we will need you to explain clearly what you have received in error or what is missing. We will arrange to send out the correct goods straight away (or alternatively issue you with a refund) and ask you to return any goods you were sent in error.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Goods not as described – please inform us within 14 days
Please contact us by email within 14 days of receipt of your order. Failure to report goods not as described within 14 days will invalidate your right to any refund or replacement. If when your goods arrive they are not as we have described them on the website, or if they do not match the photograph we are displaying online, you are of course entitled to a refund or a replacement. returns@buddymugs.co.uk
We will need you to explain clearly what the problem is, and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the unwanted goods to us, you can do so at our expense with a prepaid returns label available upon request.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.
Faulty goods – please inform us within 90 days
If your item is faulty or develops a fault soon after purchase, please contact us by phone or email as soon as you notice the fault, and no later than 90 days after receipt of your goods. Since we have no way of knowing what treatment a product has received once it arrives with the customer, Buddy Mugs will not accept responsibility for goods after more than 90 days. returns@buddymugs.co.uk
We will need you to explain clearly which item or items are faulty and we will refund the price you paid for the goods or arrange for replacement goods to be sent to you. If our customer service team asks you to return the damaged goods to us, you can do so at our expense with a prepaid returns label available upon request.
We do not wish to cause further inconvenience and only require items to be returned within 30 days of our requesting their return, so you can drop the return into your local post office at your convenience.