If you haven't been here before then you might not know how it works or how to customise. Customisable ceramics is a beautifully ambitious art and our goal is to make it accessible for everyone to make their dream mug. This comes with a touch of patience and understanding that our handmade mugs go through a complex journey to get to you.

Custom Mugs

Custom mugs are made to order to help give you as many options as possible to design and create your dream mug. We have different sizes available from espresso, flat white, standard, latte and large. Each mug is customisable with our selection of different gems, a model and handles to really bring your personality through your mug. You can personalise your mug with different quotes, affirmations, prayers, jokes, anything that means something to you. You can place your text in 3 different areas, the inside rim, inside bottom and outside rim. 

Processing Time

We craft our mugs carefully and the art of customised pottery is a patient one. Our standard processing time at the moment is up to 8 weeks, this is an estimate time and not a guaranteed time. It can change and orders can come before or after this point depending on their journey and how lucky we have been in the firings. It is our responsibility to update you and let you know if we have any issues along the way or if your order may be delayed, we will pop you can email and your processing time will be paused until we have received a response to proceed with your order. 

Priority Making

Priority is an added fast track system for us to make your order quicker than our standard processing time and can take up to 4 weeks. Added Priority still have the same risks involved in the making process which can cause some delays or imperfections due to the nature of handmade custom ceramics. If your Priority Making has any issues and surpasses the 4 weeks, you are entitled to a refund on your priority, we will continue making your order as quickly as possible with your standard processing time.

Individuality

All of our mugs are handmade by one of our amazing makers and are all unique in their own way. Each mug may have small differences in placements, colour and shape.  

Imperfection and our happy accident promise

Each mug is handmade and made individually, these pieces are one of one and each have their own unique aesthetic imperfections.

Custom handmade ceramics go through many fragile stages and vigorous firing processes which can result in small aesthetic differences and imperfections in the glaze, painting or ceramic underneath. This is the natural state of handmade ceramics which can be unforgiving. Imperfections may occur during any stage of the making process. We will always remake any orders we are not 100% satisfied with, however we work really hard not to waste and some imperfections are minor, happy accidents that share scars of the journey they have made and are completely safe to use. 

If your order has an imperfection that we have noticed in our quality check, we will contact you to let you know and offer you one of three options, a money off your next order voucher, a discount off the mug ordered or a full remake as a priority customer. If your order has surpassed our 8 week processing time at this point you are entitled to a full refund on your order. 

Returns and Refunds 

We hope that you are happy with your order however, if you are not, you can pop us an email to hello@naetive.co.uk with your order details and any supporting images for us to help as best we can.

We can offer returns or refunds on some products. As long as the item is still in its original condition and unused. We accept some returns for free. Please always check the product information section for the item you have ordered available on our website for details on whether the item is returnable.

You have 28 days from the day of delivery for a refund on non custom items. The refund will be issued to your original payment method. We will aim to refund you within 14 days of receiving the returned item.

Hygiene and our customers’ safety is super important, so certain items can’t be returned for refunds.

We will inspect all returns. Any items must be returned unused and in the same condition as when they were received in order for us to issue a full refund. In addition to the original packaging, the order must arrive to us safely. 

Returned items are your responsibility until they reach us, so make sure they're packed up properly and can't get damaged on the way!

As the parcel remains your responsibility until it arrives back to us, please ensure that you get proof of postage in case you need to contact us about your return.

We're not responsible for any items that are returned to us by mistake. If we're able to locate them (it's not always possible) and you'd like these returned to you, we may ask you to cover the delivery cost.