FAQ's & Shipping

mug mates

FAQ's & Shipping

How does Mug Mates work?
Mug Mates is a curated subscription bringing together some of New Zealand's best potters. Over the course of four months you will receive one mug each month from a different maker, you won't know exactly what you will receive but that's half the fun of it! Each subscription round is a limited edition run of fifty mugs from each maker. 

When can I expect my mug? 
Mugs are shipped around the 20th of each month and should arrive in your letter box by the 25th of the month. If we expect any significant delays with your order we will contact you via email. 

Shipping for Mug Mates subscriptions - New Zealand & Australia 
The cost of shipping is included in the one-off subscription fee for all New Zealand residental addresses. For rural addresses within New Zealand there is an additional fee of $12, if you live rurally please select this option at checkout.

For Australian addresses there is an additional fee of $20, please select this option at checkout if you live across the ditch. Shipping to Australia takes between 7 - 10 working days.

For now we only offer subscriptions to New Zealand and Australia, if you are from overseas and would like to purchase a subscription please contact us at hellomugmates@gmail.com.

Returns and exchanges for Mug Mates subscriptions 
Subscription rounds are on sale for two weeks or until sold out. Once a subscription round has closed we do not offer refunds or exchanges, however if you change you mind within the two week period we will provide a full refund via the payment method used to place your order.

Handmade with love
Each mug is handmade and therefore unique, we like to embrace and celebrate these variations and see each mug as a one off work of art. All mugs are food safe, dishwasher and microwave friendly, however they will last longer if given special care such as handwashing. 

I would like to purchase a subscription as a gift, how do I do this? 
How nice of you! Add a subscription to your cart and proceed to checkout, 
leave us a note here and we will email you a Mug Mates gift card. Enter the lucky recipents details in the shipping section - "name" and "address" - and enter your own email address in the "email" field. 

Shipping for other products in our store - New Zealand & Australia 
Mug Mates is located in Te Whanganui-a-Tara/Wellington, Aotearoa/New Zealand.
For New Zealand orders we have a standard flat rate of $6 for residential address and $8 for rural addresses. Please allow 2-5 working days for delivery of your items. We cannot deliver to PO box numbers, please provide a daytime delivery address as your package will be delivered from Monday to Friday between the hours of 9am - 5pm.

Australian orders are shipped with NZ Post and have a flat rate of $15. Please allow 7-10 working days for delivery of your items.

For now we only offer shipping to New Zealand and Australia, if you are from overseas and would like to purchase an item please contact us at hellomugmates@gmail.com

Payment Methods
We accept Visa, MasterCard, and debit cards via Stripe through our website. We also accept payments via PayPal. 

If you have any questions or just want to say hi you can reach us at hellomugmates@gmail.com