FAQ

Our Mugs

Are your mugs handmade?

Yes. Every mug is cast, cleaned, painted, glazed and finished by hand in our small tavern workshop. Because of this, each piece may have small differences that make it uniquely yours.

Are all mugs exactly the same?

No two mugs are completely identical. Small variations in colour, glaze, texture and painted details are a natural part of the handmade process and are not considered defects.

What are the mugs made from?

Our mugs are made from ceramic and finished with a food-safe glaze suitable for everyday use.

Are the mugs safe to drink from?

Yes. Our mugs are designed to be functional drinking vessels and are finished with food-safe glaze.

Are the mugs dishwasher safe?

Yes, our mugs are dishwasher safe. However, hand washing is the gentlest option and may help preserve the finish for longer.

Are the mugs microwave safe?

Yes, our mugs are microwave safe. Avoid sudden temperature changes, such as pouring boiling water into a very cold mug, as thermal shock may damage ceramic.

Can I use the mug on a stove or over an open flame?

No. Our mugs are not designed for stovetops, ovens or open flames.

What capacity do the mugs have?

Capacity differs depending on the design. The approximate volume is listed on each product page.

Are the mugs heavy?

Our mugs are more substantial than standard mass-produced mugs because of their sculpted fantasy designs. Exact dimensions and approximate weight can be found on the relevant product page.

Colours and Variations

Why does my mug look slightly different from the photos?

Every piece is painted and finished by hand. Lighting, glaze movement and natural handmade variation may cause small differences in colour and detailing.

The overall design and selected colour finish will remain consistent with the product shown.

Are small marks or glaze variations normal?

Small variations in glaze, texture or colour may occur during the handmade ceramic process. These are part of the character of the piece.

Cracks, sharp edges, structural damage or issues that prevent normal use are not considered normal handmade variation. Please contact us if you believe your mug has a fault.

Will sold-out colours return?

Some finishes may return in future batches, but availability depends on our production schedule. You can join our mailing list to hear about restocks and new releases.

Orders

Can I change my order after placing it?

Contact us as soon as possible. We may be able to change the colour, delivery address or other details before the order is packed.

Once an order has been shipped, we cannot make changes to it.

Can I cancel my order?

Please contact us as soon as possible. If the order has not yet entered packing or shipping, we will do our best to help.

Once an order has shipped, it can no longer be cancelled.

I entered the wrong shipping address. What should I do?

Contact us immediately with your order number and the correct address.

We cannot guarantee changes after an order has been processed or shipped. Customers are responsible for providing an accurate delivery address during checkout.

Will I receive an order confirmation?

Yes. You should receive a confirmation email shortly after completing your purchase.

Check your spam or junk folder if it does not arrive. Contact us if you still cannot find it.

Processing and Shipping

How long does it take to prepare my order?

Orders are normally prepared and dispatched within 5–10 business days.

This is the processing time before the parcel is handed to the shipping carrier. Shipping time begins after dispatch.

Where do you ship from?

Orders are currently packed and shipped from Australia.

Do you ship internationally?

Yes, international shipping is available to selected countries. Available destinations and shipping prices will be shown during checkout.

How much does shipping cost?

Shipping is calculated during checkout based on the destination, parcel size and selected delivery service.

Will I receive tracking?

Yes. Once your order has been dispatched, you will receive a shipping confirmation email containing tracking information when tracking is available for the selected service.

How long will delivery take?

Delivery times depend on your location and the shipping carrier. Estimated delivery times shown at checkout begin after the order has been dispatched.

Carrier delays, customs processing and busy seasonal periods may affect delivery times.

Will I need to pay customs duties or import taxes?

International orders may be subject to local customs duties, taxes or import fees. These charges are determined by the destination country and are normally the responsibility of the recipient.

We recommend checking your local import rules before ordering.

My tracking has not updated. What should I do?

Tracking can sometimes take several business days to update, especially after dispatch, during customs processing or between carrier facilities.

Contact us if there has been no movement for an unusually long period and we will help investigate.

My parcel appears to be lost. What should I do?

Contact us with your order number and tracking details. We will review the shipment and contact the carrier when appropriate.

Damaged or Incorrect Orders

What happens if my mug arrives broken?

We carefully pack every order, but ceramic can occasionally be damaged during transit.

Please contact us as soon as possible and include:

• your order number,
• photographs of the damaged mug,
• photographs of the internal and external packaging,
• a photograph of the shipping label.

Please keep the damaged mug and packaging until we confirm that they are no longer required.

Will you replace a mug damaged during delivery?

When transit damage is confirmed, we will arrange an appropriate solution, which may include a replacement or refund depending on availability and circumstances.

I received the wrong mug or colour. What should I do?

Contact us with your order number and photographs of the item received. We will help correct the mistake.

What if my mug has a manufacturing fault?

Contact us with your order number and clear photographs showing the issue. We will assess the mug and provide an appropriate solution.

Natural handmade variations are not normally considered manufacturing faults.

Returns and Refunds

Can I return a mug because I changed my mind?

Because our products are fragile handmade items, change-of-mind returns are only accepted under the conditions listed in our Returns and Refunds Policy.

The mug must be unused, undamaged and returned in its original packaging. Return shipping costs may be the customer’s responsibility.

Can I return a used mug?

For hygiene reasons, we generally cannot accept returns of mugs that have already been used unless the product is faulty or your consumer rights otherwise apply.

How do I request a return?

Contact us before sending anything back. Include your order number and the reason for the return.

Do not return a parcel without receiving return instructions from us first.

How long do refunds take?

Once an approved refund is processed, it may take several business days to appear in your account. The exact timing depends on your bank or payment provider.

Gifts and Packaging

Are the mugs suitable as gifts?

Yes. Our mugs are designed with gifting in mind and are packed to make the unboxing experience feel special.

Is the price shown inside the package?

We do not normally include a printed invoice showing the price inside the parcel. Order and payment details are sent digitally to the purchaser.

Can you send the order directly to the recipient?

Yes. Enter the recipient’s delivery address during checkout.

Please make sure the address is complete and accurate before submitting the order.

Can I add a gift message?

If gift messages are available, the option will appear during checkout or on the product page. Avoid entering sensitive information, as messages may be prepared by hand.

Does every mug come in the Mimic gift box?

Only products or listings that specifically mention the Mimic gift box include it. Check the packaging information on the product page before ordering.

Product Availability

Why are your mugs sometimes sold out?

Our mugs are made and finished in small batches. Production takes time, and availability can vary between designs and colour finishes.

Do you accept pre-orders?

Pre-orders will only be available when clearly stated on the product page. The estimated dispatch period will be shown before purchase.

Do you make custom mugs?

We do not currently offer fully custom or personalised mug designs.

Do you sell wholesale?

We may consider selected wholesale or retail partnerships. Contact us with information about your store, location and the products you are interested in.

Contact

How can I contact you?

Use the form on our Contact page and include your order number when asking about an existing purchase.

How quickly will you reply?

We normally reply within 1–2 business days. Response times may be slightly longer during weekends, public holidays or busy release periods.