Frequently asked questions

What are your production times?

Product Expected Delivery
Digital Images 2-4 working days
Phone cases 5-7 working days
Mugs 5-7 working days
Canvases 5-7 working days
T-shirts 5-7 working days
Bags 5-7 working days
Posters & Cards 5-10 working days
Custom orders Please Contact us

Where is my order?

Orders are generally shipped within 2-3 working days, when we ship your item you will receive an email notification. Although 95% of our orders arrive within the time frames advised above, we ask you to wait 10 working days to receive your order before contacting us to report a missing item.


I haven’t received my order and it’s been 10 working days, what shall I do?

Please email our customer support team at info@mugshotz.shop please quote your order number and we will resolve any

I have received my order & it’s damaged?

We’re really sorry that your item hasn’t arrived in one piece.

Please email us with a photo of the damaged item to info@mugshotz.shop with your order number.

We know how important it is for your gift to be in perfect condition and we’ll do our best to try and solve the problem.

I’ve made a mistake on my order, can I change it?

Mistakes happen and we will always try our best to amend your order, however, on occasions we aren’t able to make any changes. This is usually because the item you’ve ordered has already gone into production.

If it’s been more than sixty minutes since you ordered your gift, we are unable to make any changes.

Please email info@mugshotz.shop with your order number and we will try our best to help you.

How do I return an item?

Please get in touch and we’ll see how we can help. Sometimes we’ll be able to solve the problem over the phone, whilst on other occasions we might ask you to send us a photo of the item.

Unfortunately, we can’t accept returns of personalised items unless the products are faulty. Please contact us and we will try to solve the problem.

Can I have a different language to English on my product?

Our website currently only recognises English characters but we can accommodate any language or special characters. Please email our design team on info@mugshotz.shop & we will do our best to accommodate your request.


I would like a quote for a bespoke design for my wedding/business/party, can you help me?

Please email us at info@mugshotz.shop with your design ideas and requirements and we will be in touch with a personalised quotation for you.


My question hasn’t been answered?

Our Customer care team are always on hand, please see our details on our Contact Us page & we will help you straight away.