FAQ
Frequently Asked Questions
1. What products does MUGORA sell?
MUGORA specialises in ceramic drinkware, including ceramic mugs, cups, and a variety of designs, colours, sizes, and capacities for everyday use.
Our products are suitable for coffee, tea, hot chocolate, and other everyday beverages.
2. Are MUGORA mugs made from ceramic?
Yes. Our mugs and cups are made primarily from ceramic materials.
Because ceramic products may have individual variations during the manufacturing and glazing process, slight differences in colour, texture, or finish may occur.
3. What sizes are available?
Product sizes and capacities vary depending on the design.
The available colour, size, and capacity options are displayed on each individual product page.
Please select your preferred option before adding the product to your cart.
4. Can I choose the colour of my mug?
Yes.
Where multiple colours are available, you can select your preferred colour from the available options on the product page.
Please make sure you select the correct colour before completing your order.
5. How much is shipping?
For orders within the United Kingdom:
UK Shipping: £5
For eligible international orders:
International Shipping: £10
For more information, please see our Shipping Policy.
6. How long does delivery take?
Orders are normally processed within 1–2 business days after payment has been successfully received.
Estimated delivery times are:
UK: 2–5 business days after dispatch
International: 5–15 business days after dispatch
International deliveries may take longer due to customs clearance, local delivery services, public holidays, or other circumstances outside our control.
7. Will I receive tracking information?
Where tracking is available, we will provide tracking information after your order has been dispatched.
Please allow some time for the tracking information to become active after the parcel has been handed to the shipping carrier.
8. What should I do if my mug arrives broken or damaged?
We understand that ceramic products require careful handling during transportation.
If your mug arrives broken, cracked, chipped, or otherwise damaged, please contact us as soon as possible.
Please provide:
- Your order number
- Photos of the damaged product
- Photos of the packaging
- A brief description of the damage
Please keep the product and packaging until we have reviewed your request.
We will assess the situation and, where appropriate, arrange a replacement, refund, or another suitable solution.
9. Can I return my order if I change my mind?
Yes, eligible products can generally be returned within 14 days of receiving your order, subject to our Return and Refund Policy.
Returned products should be unused and in their original condition.
For change-of-mind returns, the customer is responsible for the £10 return shipping fee, unless otherwise required by applicable law.
10. How do I request a return?
Please contact us before sending your product back.
Email: shopify@farukioltd.com
Please include your:
- Full name
- Order number
- Product name
- Reason for the return
We will provide you with the appropriate return instructions.
Please do not send a return to our business address unless we have specifically instructed you to do so.
11. How long does a refund take?
Once we receive and inspect your returned product, we will notify you whether your refund has been approved.
Approved refunds will normally be issued to the original payment method.
The time it takes for the money to appear in your account may depend on your bank, card issuer, or payment provider.
12. Can I change or cancel my order?
If you need to change or cancel an order, please contact us as soon as possible at:
We will try to accommodate your request before the order is processed or dispatched.
Once an order has been dispatched, it may no longer be possible to cancel it. In that case, you may need to follow our return procedure.
13. What happens if I receive the wrong product?
If you receive the wrong product, colour, size, or quantity, please contact us as soon as possible.
Please provide your order number and photographs of the product you received.
We will investigate the issue and, where appropriate, arrange a replacement or refund.
14. Do you ship internationally?
Yes. We offer international shipping to eligible destinations.
The international shipping fee is currently £10.
Please note that customs duties, import taxes, VAT, or other charges imposed by the destination country may be the customer's responsibility.
15. Are customs fees included in international shipping?
No.
The £10 international shipping fee covers our stated shipping charge but does not necessarily include customs duties, import taxes, VAT, or other charges imposed by the destination country.
Any such charges are generally the responsibility of the customer.
16. How can I contact MUGORA?
You can contact our customer support team using the following details:
Email: shopify@farukioltd.com
Phone: +44 1612047622
Business Address:
MUGORA
FARUKIO LTD
9 Craighall Avenue
Manchester, England
M19 2BR
United Kingdom
We aim to respond to enquiries within 1–2 business days.
17. Is my payment information secure?
Payments are processed through secure third-party payment providers.
We generally do not store your complete payment card details on our own systems.
For more information about how we handle personal information, please see our Privacy Policy.
18. Can I use MUGORA mugs for hot drinks?
Our ceramic mugs are designed for everyday beverage use. Please refer to the individual product description for specific information regarding each product's recommended use and care instructions.
For ceramic products, avoid sudden extreme temperature changes, which may increase the risk of cracking or damage.
19. How should I care for my ceramic mug?
To help keep your MUGORA mug in good condition:
- Handle the mug carefully.
- Avoid dropping or striking it against hard surfaces.
- Avoid sudden extreme temperature changes.
- Follow the care instructions provided with the specific product.
- Check the individual product page for any specific washing or usage recommendations.
20. Where can I find more information?
For additional information, please visit our:
Shipping Policy
Return and Refund Policy
Privacy Policy
Terms of Service
If you still have a question, please contact us at shopify@farukioltd.com and our team will be happy to assist you.
MUGORA
Ceramic Cups & Mugs for Everyday Moments.