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, if you live rurally please select this option at checkout.

For Australian addresses there is an additional fee on top of the subsription, please select this option at checkout if you live across the ditch. Shipping to Australia takes between 7 - 10 business 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. 

How does Mystery Mates work?
Mystery Mates collaborations go on sale every two months and ship 3 - 4 weeks after launch. Each collaboration is a limited edition run available only through Mug Mates - first in first happy! Details on when your order will ship can be found in the product description of the Mystery Mate item purchased and you will receive a shipping confirmation email when your order is on its way to you. 

Shipping for Mystery Mates - New Zealand & Australia 
The cost of shipping is in addition to the price of all Mystery Mates items, please select from Standard, Rural, or Australia shipping at checkout. 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 and we can sort that out for you.  

Refunds and Exchanges for Mystery Mates
Mystery Mates items are on sale until sold out, typically collaborations sell out within 4 - 6 weeks of the date they ship out. We offer refunds and exchanges on Mystery Mates items up until the day they are due to ship to you. If a lucky dip style purchase is not your cup of tea, which we totally understand, we recommend placing your order after the collaboration has been released and you can see product images of the item. Images on our website and social media are updated a week after the shipping date stated in the product description. Refunds are provided via the payment method used to place your order.

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