Refund policy
Last updated: 8 October 2026
We want you to love your Melt and Mug order. This policy explains how returns and refunds work.
Your 14-day right to change your mind
If you are a consumer in the European Union, you have the right to cancel your order within 14 days of receiving it, without giving a reason. Customers outside the EU can also return items within 14 days of delivery.
How to return an item
- Email us at service@meltandmug.com within 14 days of delivery, with your order number and the item you want to return.
- We will reply with the return address and instructions.
- Send the item back within 14 days of telling us. Please pack it carefully; ceramics break easily.
Condition of returned items
Items must be unused, clean and in their original packaging. We may reduce a refund if an item has been used or handled beyond what is needed to check it, or if it comes back damaged because it was packed badly.
Return shipping
When you change your mind, you pay for the return shipping. We recommend a tracked service, because we cannot take responsibility for parcels that do not reach us.
Refunds
Once we receive and check your return, we refund the item price to your original payment method within 5 to 10 working days. We will email you when the refund is sent. Your bank or card provider may need a few extra days to show it.
Damaged, faulty or wrong items
If your order arrives damaged, faulty or not what you ordered, email service@meltandmug.com within 48 hours of delivery with your order number and clear photos of the item and the packaging. We will send a replacement or refund you in full, including return costs where they apply. This does not affect your statutory rights under consumer law.
Cancelling an order
If your order has not shipped yet, email us as soon as possible and we will cancel it and refund you in full.
Contact
Questions? Email service@meltandmug.com.