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Hello Autumn! Use code AUTUMN10 for 10% off everything. Ends 31st October
Hello Autumn! Use code AUTUMN10 for 10% off everything. Ends 31st October

FAQs

Payment

Can I pay by cheque?

Yes. Please send the cheque to our address and make it payable to Mclaggan Smith Mugs Ltd.

Our address:
Mclaggan Smith Mugs Ltd Registered Office
Jamestown
Alexandria
Scotland
G83 8BS

What is the VAT rate?

The VAT rate for the UK is 20%. All prices for goods delivered within the European Union include VAT where applicable. VAT is not charged for goods delivered outside the European Union. Customers outwith the EU are responsible for any import duty charged by their local customs authority.

How secure are my details?

Any personal information you provide is protected. We use Braintree, a secure payment gateway by Paypal, to process payments. We do not have access to your card details at any time.

If an error page appears how do I know my order has been successful?

You will receive a confirmation email from Mclaggan. Please check your spam folder if you think your order has been placed but you’ve not been sent an email. Any further queries do not hesitate to contact us!

How do I amend or cancel my order?

Cancelling your order

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.

Personalised items can be cancelled if they have not been fired in our kilns. Once personalised items have been fired, we're unable to cancel your order. Please take care when entering text as it will be printed exactly as shown on your order confirmation, including any capitalisation (e.g. Oliver, oliver, OLIVER). If you notice a mistake after your order has been placed, please get in touch as soon as possible and we'll do our best to help.

Adding/removing items from an order

Please contact us if you wish to add or remove items from your order. Items cannot be removed if they have already been prepared for dispatch.

Change my delivery address

We are able to change the delivery address for your order if it has not yet been prepared for dispatch. Please contact us if you wish to do so.

Delivery

How long will delivery take?

All of our ceramics are decorated to order and fired in kilns overnight, so please allow for this when placing your order. We'll always aim to dispatch your order within 3-5 working days. The dispatch time is most often the next working day and very unlikely to be any more than 5 working days. Please be aware that the delivery time does not include time it takes for your order to be fired and prepared for dispatch. If you need your order quickly, please do get in touch and we'll do our best to prepare your order sooner.

UK STANDARD DELIVERY

We use Royal Mail 48® to ship your order and your items should arrive within 48 hours of leaving our factory. For orders with Standard Track and Trace as the chosen shipping method, expect to receive your items within 5-7 days.

UK Express Delivery

If Express Track and Trace is selected, your items will arrive sooner. We use Royal Mail 24®, so expect delivery within 24 hours of your order leaving our factory. For orders with Express Track and Trace as the chosen shipping method, expect to receive your items within 4-6 days.

INTERNATIONAL ORDERS

Items ordered to an international address vary in time of delivery. The orders are sent by Airmail and should be received within 28 working days using the standard Royal Mail service. A Track and Trace service is also available at an additional cost.

 

Is my order trackable?

All UK orders are trackable. International standard deliveries are only trackable if Track and Trace is selected at checkout.

How much is delivery?

UK standard delivery costs £4.50 and is free of charge for orders over £40.
UK express delivery costs £6.
Delivery charges for international orders vary by order value and location. Prices are quoted before checkout.

Can I specify a delivery time slot?

We do not currently offer a specific time of delivery service.

What happens if I'm not in when you attempt delivery?

A signature may be needed for delivery. If you are not in the order may be left with a neighbour or kept at your local post office.

Can I send my items to multiple addresses?

Yes. Individual items in your delivery can be sent to different addresses. Please contact us if you wish to do this. A separate delivery charge will be added to each different address.

Returns

What should I do if I'm unhappy with my order?

If you are not happy with your order please look at our Returns page. If you have further enquires then please contact us.

Faulty or damaged items?

Please visit our Refunds and Returns page or contact us.

General

How should I care for my mug?

Dishwashers use high temperatures and abrasive detergents, which can damage our screen-printed designs. For this reason, we recommend washing by hand only.

Our mugs are microwave-safe with the exclusion of those decorated with real gold.

Staining inside the mug: the removal of lead glaze to meet Health Legislations has rendered ceramic ware more susceptible to staining. To avoid staining mugs should be rinsed immediately after use. A build-up of stain can be removed by a weak solution of bleach or Milton fluid.

Thermal shock can lead to mugs cracking. If the mugs are very cold, instead of pouring boiling water straight into the china mug pour milk in first or pour the water over the back of a teaspoon so the intense heat is not directly impacting the china

How do I find a specific designer?

In order to find a specific designer you can scroll down our List of Designers on the website.

Or use the search toolbar at the top of the page.

How do I reset my password?

If you have forgotten your password for your account please go to Forgot Password? Located where you would usually log in.

Can I sell Mclaggan mugs in my shop?

If you wish to sell our mugs in your shop, please contact us and we will check to see you are not close to existing customers and then relocate you to our trade website.

Are gift vouchers available?

Yes gift vouchers are available to purchase.

How can I contact you?

Call us on 01389 755655

Go to the Contact Us tab to see full details.

How do I find out the sizes of mugs?

Our mugs come in 4 different sizes and the measurements can be found on our Size Guide.

Can my mug be gift boxed?

We can provide a free handwritten gift message service with your mug. If you would like your mug to be delivered with a gift box it is an additional cost. Please be aware the mug cannot be delivered in the gift box as it is fragile and needs protection, so the gift box will be posted separately.

How do I personalise an item?

Visit the personalised section of our website to see our full range of products able to be personalised.

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.

All of our mugs can be personalised on the handle and this option will be shown when adding a mug to your basket. Please go to our personalised section to see which ranges can be personalised with a longer message on the back or inside base of the mug.

Can't find the mug you're looking for?

If you’re looking for a specific mug and can’t find it on our website don’t hesitate to contact us and we’ll do our best to find the design!