Orders and Shipping Information
All mugs are handmade in Australia.
Standard processing time: 3–5 business days before dispatch.
Shipping via Australia Post:
Standard: 3–7 business days (metro areas)
Regional/remote: 7–10 business days
Contact us before your order is dispatched.
Once shipped, addresses can’t be changed.
We enter your email into the Australia post service when creating your order.
Australia post should send you updates and the tracking number.
No. Payments are processed securely by third-party gateways.
We don’t store your card information.
No. We currently only ship within Australia.
We aim to deliver your mugs in one package. If we can’t, you will receive multiple notifications from Australia post.
If ordering multiple mugs, they may be packed together where safe.
Some items may ship separately to ensure they arrive intact.
Returns and Exchanges
As each mug is handmade, small variations are expected.
We accept returns/exchanges for:
Wrong item sent
Damaged items on arrival
- Change-of-mind returns are not accepted.
Read our full refunds & returns policy.
Contact us within 7 days of receiving your order.
We’ll arrange a return/exchange at no extra cost.
We use Australia Post insurance:
Take the broken mug, original packaging, and your receipt to any Australia Post outlet.
They will reimburse you up to $100.
For orders over $100, Mug Face purchases extra insurance through Australia Post.
Only post items back once your return has been authorised by us.
We’ll provide the correct return address.
Reach us via the Contact Us page or by replying to your order confirmation email.
Or call +61 494 136 771.
Contact us immediately.
If the order hasn’t shipped, we can update it.
If already dispatched, Australia Post redirection may apply.
Orders can only be changed or cancelled before printing and dispatch.