Refund policy

We want everyone to be happy with their order. While every item is made to order and checked for quality, sometimes things don’t go as planned. Our replacement and refund policy is valid for 30 days from the date of purchase.

We strongly recommend double-checking all personalisation details, lodge names, and roles before placing your order.

Return Window

You have 30 days from the date of purchase to request a refund or replacement. Requests received after this period cannot be processed.

When Can You Request a Refund or Replacement?

We’ll replace or refund your item if:

  • It arrives damaged or defective due to production or shipping issues.
  • An item is missing from your order.
  • The personalisation is incorrect, and it does not match the details provided at checkout.
  • The design differs from the preview shown when you placed your order.

When We Cannot Offer a Refund or Replacement

We cannot replace or refund if:

  • You entered incorrect personalisation details (e.g., names, lodge numbers, or roles).
  • Your request is made more than 30 days after purchase.
  • The shipping address provided was incorrect or incomplete.

If you spot an error with your delivery address, contact us immediately at sales@masonicmugs.com and we’ll do our best to help.

Refund Cost

We do not charge any fees for refunds.

Restocking Fee

No restocking fees apply.

How to Request a Refund or Replacement

  1. Complete the returns form within 30 days of your purchase: Returns Form
  2. Include your order number and photos showing the issue.
  3. Our team will review your request and advise on the next steps.

Return Method

  • In Store
  • By Mail

Return Label

We use a Download/Print return label system if a return is required. You will be sent a label to print and attach to your parcel.

Return Label Cost

  • No cost

Refund Processing Time

  • Once approved, refunds are processed within 10 days.
  • PayPal refunds: 3–5 working days.
  • Credit card refunds: Up to 10 working days depending on your bank.

Replacement Process

  • Your replacement will be made to match your original order.
  • We’ll send it to the same address unless you request a change.
  • We do not offer exchanges for different products or upgrades.
  • You do not need to return the faulty item unless instructed.

Cancellations & Order Changes

As each product is custom-made, you have 2 hours after placing your order to request changes or cancellation. After this time, your order enters production and we can’t make alterations.

Please note: Changes may delay processing times and affect delivery estimates.

Return Address (if instructed)

Masonic Mugs, 5 Tree Close, Reading, RG30 4TG, United Kingdom

Need Help?

Trade name: Masonic Mugs
Phone: +447459137188
Email: sales@masonicmugs.com
Address: 5 Tree Close, Tilehurst, Reading, RG30 4TG, United Kingdom
Support Hours: Mon–Fri, 9:00 AM–5:00 PM (UK Time)