Frequently Asked Questions
Please explore our most frequently asked questions below which may save you a phone call or an email.
How can I contact you?
How can I pay?
You can pay securely via:
– All leading credit and debit cards via Nochex
Unfortunately we cannot accept cheques, but if you would prefer to order over the telephone we can also take a card payment from you at this point. Please call us on 01263 713417 and ask for our retail customer service team.
How do I create an account on your website?
We have set up the guest facility on our website so you don’t need an account to make a purchase!
If you would like an account, you can do this during the checkout process. On the Checkout Page there is a tick box which asks if you would like to ‘Create an account?’ and once selected this will bring up a new box where you can create your password.
Hint: Your password should be at least twelve characters long. To make it stronger, use upper and lower case letters, numbers, and symbols like ! ” ? $ % ^ & ).
Why can't I log into my online account I had a couple of years ago?
In May 2018 we moved onto this new website! So if you had an online account with us on our old website then all these details were lost during the changeover.
Please see the previous FAQ question on how to set up a new account.
How do I reset my password to my online account?
If you have forgotten your password, you can reset it here.
Hint: Your new password should be at least twelve characters long. To make it stronger, use upper and lower case letters, numbers, and symbols like ! ” ? $ % ^ & ).
What are the sizes of your mugs?
See our helpful size guide here.
Are your mugs fine bone china?
Yes – all our mugs are quality fine bone china. The type that tea just tastes better in!
Are your mugs dishwasher and/or microwave safe?
Yes – our mugs are both dishwasher and microwave safe – see our helpful tips on how to care for your lovely new mug here.
Can I send my gift directly to the recipient?
Yes – we can send your gift directly to the recipient – please add your recipient’s address in the Shipping Address section on the checkout page.
Can I add a personalised gift message to my order?
Yes – we offer this service at no extra cost! Please state your personalised gift message in the Order Notes on the checkout page.
I'm looking for a specific mug, how can I find it?
We have over 3,000 I’d Rather Be titles so to make it easier for you to find we have put them into Categories, you can then sort the products into A-Z to find your desired title quicker. Of course some categories overlap so you might find the odd duplicate, if in doubt use our Search bar at the top of the page which will direct you to the products we make of your chosen keyword.
I can't find the mug I want, can I personalise my mug with my own title?
Yes – Order your Personalised Mug here
All our Personalised Mugs come with our standard CAPITALISED font in either Navy Blue or Pink, and in either our Standard or Large size mugs. Please input your title exactly as you want it on the mug (take extra care of spellings!) – you no longer need to have I’d Rather Be in the title!
Do you offer a discount if I want to order a large quantity of one mug title?
Please email us if you would like to order 36 or more of the same mug title/design – we can offer you our discounted prices and/or a trade account!
How much is delivery?
£1.95 for UK small delivery (for orders below £8)
£3.95 for UK standard delivery (for orders between £8-£50)
FREE UK delivery for orders over £50
For delivery outside of mainland UK – see our helpful delivery information guide here.
Can I collect my order, I live/work nearby to your factory in Holt?
If you live/work in Holt or the immediate surroundings – you can either come and collect your order from our factory or we can deliver it to you – at a pre arranged day/time.
Please contact us before you order to arrange this.
I haven't received an order confirmation email from you?
Our website sends an automatic Order Confirmation email once we’ve received your order (normally shortly after your payment has gone through). If you haven’t received this please check your Spam/Junk box as our emails often end up here!
When will my order arrive?
All our mugs are made to order.
If you are ordering from our standard range, please allow 7-10 working days for dispatch.
For Personalised Mugs, please allow 7-10 working days for dispatch.
We’ll email you once your order has left us, and if delivery is within mainland UK you should receive your order within 1-3 working days.
What happens if I'm not in when you attempt delivery?
A signature is no longer required but our packages are usually too big for your letter box! If you are not in, your order may be left with a neighbour or held at your local delivery office. If your order is going via our courier service they will leave a card with guidance on how to get your package.
Can I cancel my order - non-personalised products?
Orders containing non-personalised items can be cancelled if they have not yet been prepared for dispatch. Please contact us if you wish to cancel your order.
Can I cancel my order - personalised products?
All personalised orders are considered final at the end of order placement. Please ensure that you take extra care when adding any names or messages into our website as we are unable to offer refunds or replacements for personalised items unless they are faulty.
Can I add/remove products to my order?
Please contact us if you would like to add or remove items from your order, we are unable to change your order once it has been prepared for dispatch. Personalised items cannot be removed if your order has been processed by our Designer.
What should I do if I've received a damaged item?
We’re sorry to hear this, If you receive a damaged item please notify us within 30 days of receiving your order. Please email us a photograph of the damaged item with your order number, name and address to: [email protected] and we will replace the item free of charge, or arrange a refund if we are unable to supply a replacement.
Can I return my order?
We hope you are happy with your order, but if you change your mind about any of the non-personalised items in your order, and if you notify us and return the item/s in their original condition within 14 days of receiving your order, we will refund you (excluding postage charges). We currently do not offer free of charge returns for unwanted items. Please enclose your order number, name and address in the parcel and use the original packaging to ensure against breakages. It is important to return items by recorded delivery as we cannot be held responsible for any items lost in transit. We will refund or exchange your order once it is received by us. Unfortunately we are unable to accept returns of personalised items unless they are faulty.
Where is my nearest Stubbs Mugs stockist?
We have stockists all over the United Kingdom and beyond. However please remember that not one stockist has all of our mug titles, we do have over 3,000 after all! Please email us if you would like to find your nearest stockist.
Can I sell Stubbs Mugs products in my shop?
If you are interested in stocking our products in your shop please contact us via our Trade Enquiries form here – we will need to check you are not close to any of our current stockists.