Mug Personalisation Service (For 1 Mug)

Delivery

We offer four delivery options to all UK addresses:

Order by 2pm Monday to Friday for same-day dispatch (excluding Bank Holidays and personalised orders).

If you've chosen to add personalisation onto your mug order, please bear in mind that we'll need extra time to get your order ready for dispatch. If you place your personalised mug order before 2pm Monday to Friday, we'll send it the very next working day but for orders placed after 2pm or on the weekend, we'll dispatch it within the next 2 working days.

Our Economy Tracked, Standard Tracked and Express Tracked options provide full tracking, notifications and in-transit delivery options from Royal Mail.

Please bear in mind that our delivery times are not guaranteed, so please try to order in advance of the day required and choose our Standard Tracked or Express Tracked options if you need your order more quickly.

We pop a packing slip in every parcel but these don't have any pricing on so don't worry if you're sending directly to your gift recipient!

International Orders

We ship almost all over the world - delivery options are based on the weight of your order and will be automatically calculated at the checkout. Delivery times vary but generally take 3-5 working days from the day of dispatch to addresses in the EU and 6-7 working days from the day of dispatch to the rest of the world.

Duties and local taxes are not included in the checkout price and may be applied when your order arrives with customs in the destination country. If you are based in the EU and would prefer to pay local taxes at the time of ordering, please place your order through our eBay store.

Our Packaging

All our ceramic or enamel products are posted in recyclable cardboard boxes and protected using biodegradable and compostable loose-fill made from potato starch from an annually renewable source. We also use plastic bubble wrap on un-boxed items but try to keep all plastic use to a minimum. Our tea towels, kitchen textiles and coasters are posted in recyclable paper packets and everything we send is wrapped in recycled tissue paper. Most of our boxes and packets are self-adhesive but if we need to tape a parcel, we use recyclable paper tape.

Returns

We're pleased to be able to offer free returns so if you need to return an item for any reason, let us know via email within 30 days of receipt to hello@joyceandjoan.co.uk and we'll send back a pre-paid returns label for you to print at home. Then simply post it back to us and we'll refund your order as soon as it arrives with us.

If your item is faulty or damaged in any way, please let us know by email at hello@joyceandjoan.co.uk (including pictures if you can), and tell us whether you'd like a refund or an replacement. We don't usually need damaged or faulty items posting back but we'll let you know if we do.

Please view our Terms & Conditions here for full details.

When will my order be dispatched?

For non-personalised orders, if you place your order by 2pm (UK time) Monday to Friday, it'll be posted on the same day. If you place your order after 2pm, it'll be posted out on the next available working day. We're not able to post on UK bank holidays or weekends so we'll hang onto your order until the first available working day.

Personalised orders need a bit of extra time to prepare for dispatch. If you place your order before 2pm Monday to Friday, we'll be able to post on the following working day. If you place your order after 2pm, it'll be posted out within the next two working days.

When will I receive my order?

If you opt for our free Economy delivery service which is available on all orders being sent within the UK, your order will take around 2-4 working days from dispatch to delivery.

If you choose to upgrade to a tracked postage option, our Economy Tracked usually takes 2-3 working days from dispatch, Standard Tracked takes 1-2 working days from dispatch and our Express Tracked option will arrive the next working day after dispatch. Our Economy Tracked service is also provided free of charge on orders over the value of £29.

Working days officially include Monday to Friday (excluding Bank Holidays) but Royal Mail regularly deliver parcels on Saturdays as well. You can read more information about our delivery options here.

Can I track my order?

If you opt for our free Economy delivery service and your order is under the value of £29.00, the tracking provided will display a confirmation on delivery (or details of how to collect or re-arrange delivery if you weren't available) but will not provide updates as the parcel travels through the postal network.

Our Economy Tracked (free for orders over the value of £29), Standard Tracked and Express Tracked delivery options will have end-to end tracking via the Royal Mail Track & Trace website as well as delivery notifications and in-transit options directly from Royal Mail.

What happens if I'm out during delivery?

We send all our UK orders with Royal Mail who will either leave a card or notify you by email if you're not available when they try to deliver or if a safe place cannot be located. You can also use the tracking number on your dispatch confirmation email on the Royal Mail Track & Trace website to check the status of your delivery. Following a delivery attempt, you can either collect your order from the location stated on the card/email/tracking website or re-arrange delivery for a suitable day via the Track & Trace website.

We don't require a signature on orders under the value of £100 so your postman may opt to leave your parcel in a safe place at your address instead.

Can I return my order?

Absolutely! We provide free returns on all orders so if you change your mind after purchase, please just let us know by email within 30 days of receipt to hello@joyceandjoan.co.uk and we'll send over a pre-paid returns label. Then simply post it back to us and we'll refund your order as soon as it arrives with us.

If your item is faulty or damaged in any way, please let us know by email at hello@joyceandjoan.co.uk (including pictures if you can), and tell us whether you'd like a refund or an replacement. We don't usually need damaged or faulty items posting back but we'll let you know if we do.

Do you post internationally?

Yes we do! 

Delivery options are based on the weight of your order and will be automatically calculated at the checkout. Delivery times vary but generally take 3-5 working days from the day of dispatch to addresses in the EU and 6-7 working days from the day of dispatch to the rest of the world.

Duties and local taxes are not included in the checkout price and may be applied when your order arrives with customs in the destination country. If you are based in the EU and would prefer to pay local taxes at the time of ordering, please place your order through our eBay store.

Do you wholesale?

We will be launching a range of own-brand products in 2021 and hope to being wholesaling soon. Please feel free to contact us if you'd like to be notified when products become available.

Do you provide stock donations for charities?

We donate end of line stock and seconds to Barnardo's in line with the wishes of the real Joyce and Joan.

How can I contact you?

The easiest way to contact us is by email - you can reach us at hello@joyceandjoan.co.uk. We can also provide support by phone on 01733 332 634 but please note that we're a small team so you may need to leave a message on our answerphone. We'll always try to get back to you as quickly as possible!

Ceramics

• To keep your ceramic item in the best condition, it's always a good idea to rinse shortly after use to help prevent staining, particularly from tea and coffee.
• Washing by hand is the gentlest way to treat chinaware but items marked as dishwasher safe can be washed in the dishwasher. High temperatures and harsh detergents will cause the design to fade over time.
• Tannins in tea and limescale in water can lead to staining over time. Any stains that do appear can be easily removed by soaking in mild detergent or cleaning with bicarbonate of soda and warm water.

Candles

• Always use in an upright position on a heat-safe surface at least 10cm away from any other candle and out of any draughts.
• Trim wick to 5mm before lighting with every use.
• Snuff out instead of blowing out flames and keep the wax pool clear of debris to prevent flaring.
• Never leave unattended and burn out of reach of children and pets and away from anything that could catch fire.
• Can cause mild skin and eye irritation or allergic skin reactions if wax comes into contact with skin or eyes. Carefully rinse eyes with water and wash skin with soap and water if contact occurs. Seek medical advice if irritation continues.
• Always refer to the information on the product label before use.