FAQ – Your questions about PMW custom mugs
Frequently asked questions
Shipping, personalization, care, returns, payment: here are the answers to the questions we are asked most often about PMW custom mugs. Can't find yours? Write to us — a real person replies within 48 hours.
How long does delivery take for a PMW custom mug?
Allow 3 to 7 business days within mainland France and 8 to 17 business days elsewhere in the European Union, from the moment your payment is confirmed.
That time covers two stages: 1 to 3 business days of preparation — every mug is personalized by sublimation, then checked by hand before packing — followed by 2 to 4 business days in transit within France, or 7 to 14 business days to other EU countries.
These times can stretch during busy periods (Christmas, Mother's Day, sale season). In every case, your order is delivered no later than 30 days after it is placed. Full details on our Shipping page.
How much is shipping, and which countries do you ship to?
Shipping is tracked and costs €5.50 within mainland France and €9.90 to other European Union countries. The exact amount is always shown at checkout, before you confirm anything.
Orders are prepared and shipped from France. Based outside the European Union? Write to us at pmw.iconictrendswear@gmail.com — we look at each request case by case.
Can I have a mug personalized with my photo, name or logo?
Yes — it's what we do best: a photo, a first name, a quote, a date or a company logo, we create your mug to order.
Go to our Contact page and upload your artwork through the form, ideally in high definition (HD or 4K) for a crisp, vivid result. We then get back to you to agree on the placement and size of the design and finalise your creation.
The mugs in our catalog can of course be ordered as they are, at €11.99.
Are your mugs dishwasher safe? Does the print fade?
Yes, our mugs are dishwasher safe and the print does not peel off.
The design is applied by high-definition sublimation: the ink is fixed directly into the mug's coating rather than sitting on the surface like a sticker. Colours stay sharp, bright and durable wash after wash. To keep the design at its best for as long as possible, a gentle wash cycle is still recommended.
Specifications: ceramic, 330 ml, 9.7 cm tall and 8 cm in diameter, suitable for hot and cold drinks.
How do I track my order?
You receive two emails: a confirmation as soon as your payment is approved, then a dispatch email containing your tracking number as soon as the parcel is handed to the carrier.
Nothing after 72 hours? Check your spam folder first, then contact us. If your tracking has not moved for 7 business days (France) or 14 business days (rest of the EU), let us know: we open an enquiry with the carrier and keep you posted.
Can I return a mug and get a refund?
Yes for catalog mugs: you have 14 calendar days from delivery to change your mind, with no justification needed, then a further 14 days to send the item back (return postage at your expense).
One exception: under article L221-28 3° of the French Consumer Code, mugs personalized to your specification (name, photo, artwork you supplied) cannot be returned, as they are made specifically for you.
Refunds are issued no later than 14 days after we receive the return, to your original payment method, standard shipping costs included. Full procedure on our Returns and refunds page.
My parcel arrived broken, or the item is wrong — what should I do?
Contact us within 48 hours of delivery at pmw.iconictrendswear@gmail.com, attaching photos of the item and of the packaging.
Our mugs are fragile, so they travel with reinforced protection; but if something does go wrong, we cover every cost and you choose between a replacement and a full refund. The same applies if the item you received doesn't match your order.
Your statutory guarantees of conformity (2 years) and against hidden defects (2 years) apply in all cases.
Which payment methods do you accept? Is payment secure?
You can pay by credit or debit card, as well as with Apple Pay and Google Pay. All prices are shown in euros (€).
Payment is handled on Shopify's secure checkout over an encrypted connection: we never see your card details and we do not store them.
Still have a question?
Write to us — we answer
A personalization request, a doubt before ordering? A real person replies within 48 business hours.