Payment
All prices and amounts on this site are in Australian Dollars (AUD). By submitting a request on the site to purchase custom coffee cups, design services, or related services, you agree that all charges and applicable taxes will be paid using one of our approved payment methods.
We require full payment of all charges before your order is sent to production.
Return Policy
We are committed to ensuring 100% satisfaction with every order. If you are not completely happy with the service you receive, please contact our customer service department immediately. A representative will document your complaint and create a support ticket for your reference. Custom Coffee Cups offers:
- A 100% refund or replacement for any defective coffee cup orders.
- A 100% replacement for any orders lost in transit.
Determination of defects is at the discretion of management. In most cases, you may be asked to submit digital photos documenting the defect. Once a defect is confirmed, your order will be replaced or refunded accordingly.
Proofs
After you submit your artwork, Custom Coffee Cups will create a proof for your approval. We will email you a proof within 4 hours of receiving your artwork during trading hours. If we receive your artwork outside of trading hours, you will receive a proof within 4 hours on the next business day.
Please note that delays caused by non-approval of the proof are not the responsibility of Custom Coffee Cups.
An electronic proof is not an exact colour reproduction of your final product but represents your final opportunity to verify the layout, cropping, and text. Electronic proofs do not display overprint or transparency issues.
You are responsible for thoroughly reviewing the proof against your original file prior to approval. Once approved, the final product will reflect everything included in the proof.
Colour Accuracy
Custom Coffee Cups will reproduce colours from your print-ready files as accurately as possible; however, an exact match in colour and density cannot be guaranteed due to inherent limitations in the production process. While we strive to match gradient density for each colour, we are not responsible for any variations between your submitted files and the final product.
Artwork Files
Our production team will review your submitted files before production; however, you are solely responsible for ensuring the accuracy of your print-ready artwork. By submitting artwork to Custom Coffee Cups, you certify that you have the right to use all images and elements included in your files. Please ensure your submissions adhere to our Artwork Guidelines.
Production Turnaround Times
Production turnaround time begins once your proof has been approved and we have received full payment or verified proof of payment (e.g., remittance advice).
For orders finalised after 10:30am AEST, production will begin on the next business day. Please note that there is no production or shipping on Saturdays, Sundays, or public holidays, and these days are not included in the turnaround time calculation.
Production turnaround time includes printing and quality control but does not include any additional design services, if requested. If your order requires extra production options (such as special finishes or coatings), the turnaround time may be extended.
Shipping
All orders are shipped via express courier to a single address within Australia. Shipping transit times may vary depending on your location. Custom Coffee Cups is not responsible for delays or damages caused by the shipping carrier, including failure to deliver on time.
Once your order is handed over to the courier, we will provide you with consignment details so that you can track your package. Our liability is limited to preparing your custom coffee cup order and handing it over to the courier; we are not liable for any damages or issues that occur during shipping.
Miscellaneous
- All complaints must be registered within 24 hours of receiving your order.
- If we determine that your order contains manufacturing errors or defects, we will replace your order at no extra charge.
- All materials created during the production of your custom coffee cups remain the property of Custom Coffee Cups. Although these materials will not be sold or provided to any other party, we reserve the right to distribute free samples of your product.