Ordering
When Will My Order Ship?
Orders are processed within 2 business days after payment verification. Orders placed on weekends or holidays will be processed on the next business day. You’ll receive a confirmation email with tracking details once your order has shipped.
Where Do You Ship To?
We currently ship to the following regions:
- Asia: Japan, Singapore, Malaysia, and Thailand
- North America: United States and Canada
- Europe
- Australia & New Zealand
- Middle East: Qatar, United Arab Emirates (UAE), Saudi Arabia, and Kuwait
I Have a Question about My Order, Who Can I Talk To?
We're here to help!
If you have any questions about your order, shipping, delivery, or anything else, please feel free to contact our customer support team at support@stillmug.com.
We aim to respond to all inquiries within 24 business hours and will do our best to assist you as quickly as possible.
Can I modify or cancel my order after placing it?
Orders are processed quickly, so we cannot guarantee changes or cancellations. Please contact us as soon as possible, and we’ll do our best to assist you.
Shipping
How long will it take for my order to arrive?
Orders are processed within 48 hours after payment confirmation (excluding weekends and public holidays).
Estimated delivery times after dispatch are:
- Japan, Singapore, Malaysia & Thailand: 5–7 business days
- North America, Europe, Australia, New Zealand & Middle East: 7–12 business days
How much does shipping cost?
Asia (Japan, Singapore, Malaysia & Thailand)
- Free Shipping on orders over US$39
- US$4.99 standard shipping for orders under US$39
North America, Europe, Australia & New Zealand
- Free Shipping on orders over US$49
- US$8.99 standard shipping for orders under US$49
Middle East (Qatar, United Arab Emirates, Saudi Arabia & Kuwait)
- Free Shipping on orders over US$49
- US$8.99 standard shipping for orders under US$49
- An additional US$5 customs clearance service fee applies to all Middle East orders.
Can I pick up my order in-store?
Unfortunately, we do not offer in-store pickup at this time. All orders must be shipped to the provided address.
What should I do if I entered the wrong shipping address?
If you've entered an incorrect shipping address, please contact us as soon as possible at support@stillmug.com.
If your order has not yet been processed or shipped, we'll do our best to update the shipping address at no additional cost.
If your order has already been shipped, we're unable to change the delivery address. Any additional shipping costs, return fees, or losses resulting from an incorrect or incomplete address provided by the customer are the customer's responsibility.
Please double-check your shipping information before placing your order to help ensure a smooth delivery.
Returns & Refunds
What Is Your Return Policy?
Due to the fragile nature of our ceramic products, we currently do not accept returns or exchanges for change of mind, incorrect purchases, or personal preference.
If your item arrives damaged or you receive the wrong item, please contact us within 7 days of delivery at support@stillmug.com with your order number and photos of the item.
Once the issue has been verified, you may choose one of the following:
- A free replacement at no additional cost, or
- A full refund to your original payment method
Please note that minor variations such as small black dots, tiny pinholes, slight glaze differences, and subtle color variations are natural characteristics of ceramic craftsmanship and are not considered defects.
What if my ceramic item arrives damaged or imperfect?
If your ceramic item arrives damaged or has a significant quality issue, please contact us within 7 days of delivery at support@stillmug.com.
To help us resolve your request as quickly as possible, please include:
- Your order number
- Clear photos of the damaged or defective item
- Photos of the packaging (if applicable)
Once the issue has been verified, you may choose one of the following:
- A free replacement at no additional cost, or
- A full refund to your original payment method.
Please note that minor variations such as small black dots, tiny pinholes, slight glaze variations, subtle color differences, or other natural characteristics of ceramic craftsmanship are not considered defects and do not qualify for a refund or replacement.
How Long Does It Take to Process a Refund?
Once your refund request has been approved, we will process it within 1–3 business days.
The refunded amount will be returned to your original payment method. Depending on your bank or payment provider, it may take an additional 5–10 business days for the funds to appear in your account.
If you haven't received your refund after this period, please contact us at support@stillmug.com, and we'll be happy to assist you.
Ceramic Care
Are ceramic mugs, bowls, and plates microwave safe?
Yes. Most of our ceramic mugs, bowls, and plates are microwave safe, making them perfect for everyday use.
However, please note the following:
- Products with metallic decorations (such as gold or silver trim) should not be used in a microwave.
- Always check the product description for any specific care instructions before use.
- Avoid sudden temperature changes (for example, moving a dish directly from the refrigerator to the microwave), as this may cause thermal shock and damage the ceramic.
If you're unsure whether a specific product is microwave safe, feel free to contact us at support@stillmug.com, and we'll be happy to help.
Are your ceramics dishwasher safe?
Yes. Most of our ceramic mugs, bowls, and plates are dishwasher safe for everyday cleaning.
To help preserve the beauty and finish of your ceramics, we recommend:
- Using a gentle or normal dishwasher cycle.
- Avoiding harsh detergents or abrasive cleaning pads.
- Hand washing items with metallic decorations (such as gold or silver trim), as frequent dishwasher use may cause the finish to fade over time.
Please check the product description for any specific care instructions, as some specialty pieces may require hand washing.
How should I care for hand-painted ceramics?
To keep your hand-painted ceramics looking beautiful for years to come, we recommend the following care tips:
- Hand wash only using warm water and a mild dish soap.
- Avoid using abrasive sponges, steel wool, or harsh cleaning products.
- Do not soak the item in water for extended periods.
- Avoid sudden temperature changes, such as moving the item directly from the refrigerator to a hot oven or microwave.
- Handle with care to help prevent chips, cracks, or scratches.
Each hand-painted piece is uniquely crafted, so slight variations in color, brushstrokes, or glaze are part of its charm and are not considered defects.
Are small glaze marks, black dots, or tiny pinholes normal?
Yes. Small glaze marks, tiny black dots, pinholes, slight color variations, and subtle differences in texture are natural characteristics of the ceramic-making process.
Each ceramic piece is individually crafted and fired at high temperatures, making every item unique. These minor variations do not affect the product's quality, durability, or functionality and are not considered defects.