FAQ

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.

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.

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

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

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

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.

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

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.

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.

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.

Please contact us as soon as possible. If the order has not yet entered packing or shipping, we will cancel your order.

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

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.

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.

Orders are normally prepared and dispatched within 1–2 business days for in stock items.

Made to Order orders are dispatched in 2–3 weeks.

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

Orders are currently packed and shipped from Australia.

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

Shipping is free.

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.

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.

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.

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.

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

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.

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

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

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.

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

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.

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.

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.

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

An invoice showing the order value is attached to the outside of the parcel as required. We do not place an additional receipt inside the gift box.

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

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

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.

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

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

Yes.

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

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

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

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