Refund policy

Refund Policy

Last updated: October 3, 2026

At Timeless Drinkware, every mug is printed especially for you after you order. Because of that, we can't accept returns or exchanges for a change of mind. We do stand behind the quality of our products: if your order arrives damaged, defective or incorrect, we'll replace it or refund you.

What we cover

We offer a free replacement or a full refund if your item:

  • Arrived damaged: broken, chipped or cracked on arrival.
  • Has a printing defect: for example, a missing, smudged, blurry or clearly misaligned print.
  • Is not what you ordered: a different design, size or mug color than the one in your order confirmation.
  • Doesn't match your personalization: the printed name or text differs from what you entered when ordering.

How to report a problem

Email us at contact@timelessdrinkware.com within 30 days of delivery and include:

  1. Your order number.
  2. A short description of the problem.
  3. Clear photos of the item that show the problem. If the item was damaged in transit, please also include a photo of the package.

You don't need to send the item back unless we ask you to. Once we've reviewed your request, you can choose a replacement or a full refund.

What we don't cover

  • Change of mind. This includes ordering the wrong size or design, or no longer wanting the item. Not sure which size to choose? Our Mug Size Guide lists the exact dimensions of each mug.
  • Personalization entered incorrectly. We print the name or text exactly as you entered it, so please check spelling, capitalization and punctuation before placing your order.
  • Minor color variations. Colors can look slightly different on a screen than on a printed mug, and shades can vary slightly between print runs. On our Black Mug, there is a subtle difference between the black of the ceramic and black areas in a printed design. These variations are not considered defects.
  • Damage after delivery. This includes damage caused by accidents, misuse or not following the care instructions on the product page.
  • Reports received more than 30 days after delivery.

Order cancellations and changes

Because each item is printed to order, we can only cancel or change an order that has not yet gone into production. Orders are sent to production quickly, so please email us as soon as possible at contact@timelessdrinkware.com. If we can still cancel your order, you'll receive a full refund. Once production has started, we can't cancel or change the order.

If we are unable to fulfill your order, for example because a mug or color option is no longer available, we'll contact you to offer an alternative or a full refund.

Refunds

Approved refunds are issued to your original payment method. Refunds include any shipping costs you paid for the affected item. Once your refund has been processed, it may take several business days (typically 5–10) to appear on your statement, depending on your bank or card issuer. Import duties, taxes or brokerage fees charged by customs or the carrier are not refundable by us.

If you haven't received your refund after 10 business days, please check with your bank or card issuer first, then email us at contact@timelessdrinkware.com.

Your rights

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Questions

Email us at contact@timelessdrinkware.com or call +31 6 15148328.

Timeless Drinkware, Veldhuis 6, 1678 HV Oostwoud, The Netherlands. KvK 99387743 · VAT NL005382783B27. Please don't send an item back before contacting us: our mugs are printed and shipped from the United States, and the address above is not a returns address.