Frequently Asked Questions
Can’t find what you’re looking for?
Answer: Mistakes happen and we’ll try our best to amend your order, however, on some occasions we will not be able to make any changes. This is usually because the item you’ve ordered has already gone into production. If you have just recently purchased your item and notice that your item hasn’t been marked as dispatched, please contact us and let us know of your mistake. Remember to tell us your full name and order number when contacting us, so we can pick out your order from our production line. If it’s been more than 24 hours since you ordered; or after our delivery dispatch cut off; or your item has already been dispatched unfortunately at that point we will not be able to make any changes.
Answer: Please create a support ticket and we’ll see how we can help. Sometimes we’ll be able to solve the problem via our help desk, whilst on other occasions we might ask you to send us a photo of the item. Unfortunately, we can’t accept returns of personalised gifts unless the products are faulty. Please contact us and we will do our very best to solve the problem.
Answer: Our product designer does support most different languages and special characters, however, we do recommend using the English language for your personalisation as the characters can definitely be printed. If you’re not sure whether the letters and characters you’d like to personalise your mug with are supported by our system, please create a ticket and we’ll check for you.
Answer: Yes, of course. We offer an express delivery and next day guaranteed, so you can be assured that your mug is on its way. Just select what delivery method you’d like on the checkout page.
Answer: We’ll try to deliver your mug three times, however if all three times your item has not been delivered, your mug will be returned back to us. If this does happen we’ll contact you via email. If you’ve missed your delivery and are worried on what to do next create a support ticket and we’ll be more than happy to help.
Answer: We’re really sorry that your mug has a mistake on. We know how important it is for the personalisation to be correct and we’ll do our best to get a replacement out to you. Please remember, our personalised gifts are custom-made for you, so our machines will print exactly the same message you enter. We, therefore, advise you to double check any messages for potential spelling mistakes, before purchasing. If your mug does arrive with mistakes, we cannot accept responsibility unless the fault was a result of the personalisation process (Selfie Mug’s fault). Please contact us so we can check your order details to see what should have been entered originally.
Answer: In some circumstances, we can give you a returns label free of charge. Please get in touch and we’ll discuss the options with you.
Answer: You can add a coupon code when you’re at the checkout page and cart page. You’ll see a big button whilst on the checkout page saying “Coupon Code”, click this and then enter your valid code and make sure you click “Apply”. This will then be deducted at the final checkout page.