At StillMug, we want you to shop with confidence. If there's an issue with your order, we're here to help and will do our best to provide a fair solution.
Damaged or Incorrect Items
If your order arrives damaged or you receive the wrong item, please contact us within 7 days of delivery.
To help us resolve your request quickly, please include:
- Your order number
- Photos of the damaged or incorrect item
- Photos of the shipping package (if applicable)
Once the issue has been verified, you may choose one of the following:
- A free replacement shipped at no additional cost, or
- A full refund to your original payment method
No return is required for damaged or incorrect items unless otherwise requested.
Returns & Exchanges
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.
Please review your order carefully before completing your purchase.
Natural Characteristics of Handmade Ceramics
Many of our products are handcrafted or finished using traditional ceramic techniques.
Minor variations such as:
- Small black dots
- Tiny pinholes
- Slight glaze variations
- Small color differences
- Minor texture variations
are natural characteristics of the manufacturing process and are not considered product defects.
These unique details make each piece one of a kind.
Items Not Eligible for Refund
Refunds or replacements cannot be provided in the following situations:
- Damage caused after delivery
- Normal wear and tear
- Damage resulting from improper use, accidents, or misuse
- Minor handmade ceramic variations described above
- Orders with incorrect or incomplete shipping addresses provided by the customer
Order Cancellation
Orders may be cancelled before they have been processed or shipped.
Once an order has been shipped, it can no longer be cancelled.
If you need to cancel your order, please contact us as soon as possible.
Refund Processing Time
Once your refund has been approved, it will be issued to your original payment method.
Depending on your payment provider, refunds typically appear within 5–10 business days.
Contact Us
If you have any questions regarding your order or this Refund Policy, please feel free to contact us.
Email: support@stillmug.com
We aim to respond to all inquiries within 24 business hours.