Shipping & Delivery
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Made to order mugs have a 3-8 week processing time. Please note that our processing time is an estimate only and does not include delivery / courier time.
Once your order is ready, you will get a dispatch notification from us and from the courier and updates for delivery. Delivery times from the time of dispatch is normally 2 - 5 days depending on express or standard delivery.
International Customers also have a 3 - 8 week processing time with an added 14 day estimate delivery once the order has been dispatched.
Due to global supply chain challenges, shipping times could be longer than usual. -
Shipping rates can vary depending on your region and are calculated at checkout.
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We don't offer free shipping as our orders are extremely fragile and need to be secured in good quality packaging.
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Yes, we ship our products all over the globe.
Please note that shipping rates could vary depending on your region. -
The processing time is the time it take for us to process your order. The processing time does not include delivery times and is an estimate only. This is due to the natural complications that can occur during the firing and making stages. We want to make you the perfect imperfect mug and sometimes have to remake orders as they develop scars and stories during their making process. Please be aware that delays can occur and if your order is needed for specific times you can contact us to let us know.
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We do offer FAST TRACK. We understand that some customers need their orders for specific days and we can add your order to a priority list. This service pushes your order as priority. Please be aware that handmade ceramics are fragile anad fast track is an estimate, should we encounter any delays we will contact you to discuss a potential refund on your fast track purchase.
Perfectly Imperfect
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Perfectly imperfect is celebrating the stories that come with custom handmade ceramics. Custom orders are One of One and may come with a bit of extra personality.
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Due to the nature of handmade ceramics and the unpredictability of the firings, we can see all sorts of imperfections such different shades of colours, slight glaze imperfections or stretch marks. They are all signs of perfectly good handmade craft and safe to use. Feel free to contact us if you have any questions using our contact form or email hello@naetive.co.uk.
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Happy Accidents are our Sale Mugs, sometimes we have to remake orders as they come out of the kiln with more than we bargained for.
If you have placed an order with us and it has not come out as expected, we will contact you to offer you the Happy Accident prior to remaking.
We don't like waste and finding these perfectly good mugs a new home is our Happy Accident Sale. Nothing is unsafe to use and have aesthetic differences only. You could find up to 75% off.
Returns & Refunds
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We want to make you the most perfectly imperfect naetive mug and will do our best to help if you are not 100% satisfied. All mugs are handmade and will each have their own difference and imperfections.
We can offer resolutions so please contact us using our email hello@naetive.co.uk with your images and details for us to get back to you!
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We can offer refunds subject to the order type and customisation.
If your order is 'made to order' and hasnt been made yet this may be cancelled and refunded
If your order has been made we would not be able to refund you as the custom order has been fulfilled.
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If your order is customised with personal details such as dates, names and times we will be unable to refund these as they have been custom made. We do have resolutions so please contact us using our Chat service for help.
If your order is plain or has common quotes or writings and is unused we may be able to offer a full refund.
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We can send you a return slip with instructions and a fully paid label.
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You can change your order details if we have not yet made your mug. Once your mug is made it will be too dry to amend. Please review your order prior to purchasing to avoid any spelling or order errors. We are not responsible for any errors added to the order.
Payments & Safety
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All direct payment gateways adhere to the standards set by PCI-DSS as managed by the PCI Security Standards Council, which is a joint effort of brands like Visa, MasterCard, American Express, and Discover.
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Yes, we accept online payments. All payment processing and vital customer information is quick, easy, and secure.
Learn more about our store's safe checkout experience (powered by Shopify) here.