Order
Which payment methods do you accept?
We accept major debit and credit cards, along with the payment methods shown at checkout.
Can I use a credit card not issued in the UK?
Yes — international cards are accepted where supported by our payment providers.
Your bank may apply conversion or international transaction fees.
Can I cancel or modify my order?
We begin processing orders shortly after they’re placed.
If you need to cancel or make changes, contact us as soon as possible and we’ll do our best to help.
Changes may not be possible once we begin processing your order.
Can I return my order?
If something isn’t right, contact us within 14 days of delivery and we’ll do our best to help.
Personalised products may not be eligible for return unless faulty or incorrect.
Gifting
Is it possible to have a gift order sent directly to the gift recipient?
Yes.
Simply enter the recipient’s delivery details at checkout and we’ll send it directly to them.
(We recommend double-checking spellings if using personalisation. Some mistakes last forever.)
How can I ensure my gift will arrive on time?
We recommend ordering as early as possible — especially during launches, holidays, and periods of unusually high football emotion.
Estimated delivery times are shown on the product pages.
Can I personalise my order?
Selected products may allow personalisation.
Please check the product page for available options.
Changes cannot be made once production begins.
Delivery
Are there any addresses in the UK that can’t be delivered to?
We aim to deliver across the UK.
Some remote locations, restricted-access buildings, PO boxes, or delivery partners may occasionally affect availability or delivery times.
If there’s an issue, we’ll let you know.
Do you offer next day delivery?
We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.
How can I track my delivery?
Tracking is provided with every order.
Once your order ships, you’ll receive tracking details by email so you can follow its progress.
I ordered multiple items but haven’t received all of them. Where are the rest?
Depending on availability or production timing, some items may arrive separately.
If part of your order hasn’t arrived after the estimated delivery window, contact us and we’ll look into it.
Exchanges & Returns
What is your returns & exchange policy?
You have 14 days from delivery to request a return.
Items must be unused and returned in their original condition.
Please note:
- Personalised items may not be eligible for return unless damaged or incorrect.
- Return shipping costs may apply.
Full details can be found in our Returns Policy.
How do I initiate a refund or exchange?
Send us a message through our Contact page with:
• Your order number
• The item(s) involved
• A short description of the issue
We’ll guide you through the next steps.
When will I receive my refund?
Once your return is received, refunds are typically processed within 5–10 working days.
Timing may vary depending on your payment provider.
Other
Are these official club products?
No.
Who’s The Mug? creates original products inspired by football culture, internet behaviour and moments people won’t stop talking about.
Will there be more drops?
Yes.
We document moments before everyone pretends it never happened.
That means new products appear mainly when events justify documentation.
Okay. But you still haven’t answered my question.
Fair.
Contact us and we’ll help.