Order Inquiries

Can I change my order?

If it has not yet shipped, we are happy to see if we can make changes to your order.  However, once it has shipped and been picked up by the carrier we are unable to make changes.  Please contact us at sales@dunoonusa.com to make any necessary updates.

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Can I cancel my order?

If you wish to cancel, please email us at sales@dunoonusa.com.  A full refund will be issued if your order has not shipped.  However, once it has shipped and been picked up by the carrier we are unable to make changes. You will be responsible for shipping costs paid as well as  return shipping costs for a refund.  

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Product Inquiries

Are Dunoon mugs dishwasher and microwave safe?

All mugs are dishwasher and microwave safe*.  Top rack only.

*Note mugs decorated with metals such as 22 karat gold or silver are NOT microwave or dishwasher safe.  Those are recommended hand wash.

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I see the mug volume in the product description, but how tall & wide is it?

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A mug I bought years ago has broken and I would like to replace it with the same piece. Do you still have it?

All of the pieces we offer are available on the website.  If you don’t see it listed, we do not have it stocked at the warehouse.  If it is an older or retired pattern, you may want to contact the manufacturer directly to inquire at www.dunoonmugs.co.uk.

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Manufacturing Inquiries

Are these mugs really made in England?

Yes. Each mug is individually hand crafted the old-fashioned way in England and we directly import from the manufacturer.  Each item is first quality.  We do not sell seconds.

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Return/Exchange Inquiries

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What can I do if my mug arrives broken?

If you have received a broken mug, please please email us at sales@dunoonusa.com within 7 days with a photo of the breakage and the package received from the shipper. Please hold onto these items until the issue is resolved. Failure to contact us or to provide a photo within 7 days may invalidate your right to a refund or replacement. Once we have clearly identified which items are broken or damaged, we will send you out a replacement or give you a full refund. Our technical team may require you to post it back at our expense, in which case we will need to provide you with a prepaid label. We would ask you to drop it into your local Post Office at your convenience within 7 days of our return request.

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What do I do if the mug I receive is incorrect?

Please inform us within 7 days that you have received an incorrect mug. We will need you to clearly state what you have received, quoting your order number and supplying a photograph, and then we will supply you with a returns label and send out the replacement immediately or issue you with a refund. We would ask you to return the incorrect mug, in its original box via  Post Office at your convenience within 7 days of our return request.

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If you have any further questions, please email sales@dunoonusa.com.

 

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Important Information Regarding Deliveries

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With the ongoing COVID-19 Pandemic, internet commerce is at an all-time high, creating unprecedented demand and high levels of residential deliveries for our package delivery partners. This is creating some challenges which are keeping us from serving our customers the way we want and the way you deserve. We apologize for the inconvenience to you, our faithful customers.

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Delays

While we've estimated delivery dates as accurately as possible, there may be delays from US Postal Service as they're experiencing large volumes and employee shortages. If your order takes longer than expected, we're very sorry and appreciate your patience in allowing a few extra days before contacting us. If you visit the USPS site, you will see the following alert on the homepage: ALERT: USPS IS EXPERIENCING UNPRECEDENTED VOLUME INCREASES AND LIMITED EMPLOYEE AVAILABILITY DUE TO THE IMPACTS OF COVID-19. WE APPRECIATE YOUR PATIENCE.

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Tracking Numbers

Further complication matters, USPS is not providing updates to tracking numbers as per usual.  Oftentimes, items are not scanned after leaving our facility so it appears to you, the customer, as it has not shipped.  Rest assured, we are regularly shipping orders as they arrive.

  

If you provided us with your email address during checkout, an order confirmation and tracking number will be sent to you via email.  If you did not receive the email, please first check that the email address you provided was correct.  Secondly, please check your spam folder.

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Customer Service

With the unprecedented level of demand, limited availability of many products, and extended package delivery delays, our Customer Support Employees are very busy with phone calls, emails and chats trying to serve Customers. We’re very sorry if you experience long wait times, or it takes a few days for us to respond to your email. Rest assured, we’re doing everything possible to ship quickly and answer all customer communications in a timely manner. Again, our website, has the most accurate product availability and delivery information.

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We're very sorry for the product availability issues, package delays, and communication issues. Thank you very much for your patience, understanding, and loyalty. We sincerely appreciate your business.  Please get in touch with us if there is any further assistance we may provide.

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Sincerely,

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The Team at Dunoon USA