Terms & Conditions

By placing an order through Bespoke Mugs, you understand and agree that you are bound by these terms.

• All prices on the Bespoke Mugs website are in New Zealand Dollars ($NZD) and are inclusive of GST.
   
• Prices are correct at the time of publication; however, we reserve the right to alter prices for any reason. If this occurs after you have placed an order but before payment is cleared, we will contact you prior to processing.
   
• Payment is Due on Order. Bespoke Mugs does not offer credit terms, including 30-day or "20th of the month" accounts.
   
• Ordering on Behalf: If you have placed an order on behalf of another person or organisation, you remain responsible for ensuring your accounts department finalises payment.
   
• Discounts: Any discounts or special offers applied to an order are valid for that specific transaction only. If an order is cancelled due to non-payment, these offers may not carry over to future orders.
   
• PayPal Transactions: A processing fee of 2.4% of the total order value applies to all payments made via PayPal.

• For transfers originating from outside of New Zealand, the "Sender Pays All Fees" (OUR) option must be selected.
   
• A flat $25.00 International Processing Fee is included in your total to cover inward bank handling charges. Your order will not be processed until the full invoiced amount is received.
   
• For manual bank transfers, we provide a 3-day grace period for funds to clear.
   
• If payment is not received within 3 days, your order will be cancelled. 
  
  Please note that stock is not held during this period; availability is only guaranteed once payment is confirmed.

• Bespoke Goods: All orders are treated as bespoke, custom-printed goods. Print colours, wording, and specifications are tailored to each individual request.
   
• Technical Commencement: Work on official mockups, colour-matching, or sample prints begins only once payment has cleared in full.

• Stock Assignment: While we maintain a rolling inventory of blank mugs, physical stock is only allocated to an order once payment is confirmed. To ensure your required quantity is secured from our current shelf stock, we recommend settling the invoice immediately.
   
• The Queue: Production slots are assigned on a "first-paid, first-printed" basis. If other orders are settled while yours is pending, they will move ahead in the queue.
   
• Deadlines: If you have an upcoming event or require delivery by a specific date, any delay in payment may result in your required delivery date being missed as the next available production slots are filled.

• Returns are only accepted if the goods were faulty when delivered. We conduct a thorough quality check before dispatch.
   
• Faulty items must be reported and received by us within 7 days of delivery. Items deemed subject to general wear and tear will not be accepted.
   
• Upon inspection, we will provide a replacement or offer a store credit/refund to the value of the item at the time of purchase. 
  
  Shipping charges on returns are non-refundable.

• We collect essential information (name, address, email, and telephone numbers) to process your order. If you do not provide correct information, we may not be able to provide products to you.
   
• Your information is kept secure and will not be disclosed, shared, or sold to other parties under any circumstances unless required by law or necessary for order resolution (e.g., providing details to payment processors in the event of a dispute).
   
• We do not record or hold copies of credit card details. Please view our full Privacy Policy for more details

Every digital screen reproduces colour differently. Bespoke Mugs cannot guarantee an exact match between your screen's representation and the final print. Minor variations are a characteristic of the bespoke printing process.