FAQs
Hot Sam Studio's Frequently Asked Questions (FAQs)
Got a question? We have probably brewed up an answer! Check out our FAQs below to find out everything you need to know about our mugs, shipping, and how we work.
☕ All About Our Mugs
1. What size are your mugs? All our novelty mugs are a standard 11oz size. This is the classic tea and coffee mug size—perfect for a proper brew without being too heavy to lift on a Monday morning.
2. Are the mugs dishwasher safe? Yes! Our mugs are high-quality ceramics designed to handle the dishwasher. However, to keep the print looking vibrant for years to come, we recommend placing them on the top shelf or hand washing them when you can.
3. Can I put them in the microwave? Absolutely. If your tea has gone cold because you got stuck in a meeting (we’ve all been there), you can safely pop your mug in the microwave to heat it up.
4. Where are the mugs made? We are a proud UK business! All our mugs are designed and printed right here in our London studio. We don't outsource our humour.
5. What material are the mugs made from? They are made from durable, high-gloss white ceramic. They feel sturdy in the hand and have a lovely shiny finish that makes the text pop.
📦 How We Make Your Order
6. What does "Made to Order" mean? Unlike big warehouses that have dusty boxes sitting around, we print your mug specifically for you after you place your order. This ensures every item is fresh, perfect, and made with care just for you.
7. How long does it take to make my mug? Because we make them to order, we need a little time to work our magic. We aim to print, package, and dispatch your order within 7 days.
8. Can I cancel my order if I change my mind? Since we start processing orders quickly, you have a short window to cancel. Please email us at hello@hotsamstudio.com as soon as possible. If we haven't started printing it yet, we can cancel it for you.
9. Can I change the design after ordering? Made a mistake? Drop us an email immediately! If we haven't printed it yet, we might be able to swap the design. Once it’s printed, we sadly can’t change it.
10. Do you do custom designs? We love a creative idea! While our main range consists of our specific designs (like the "Our Boss Is Best" range), feel free to drop us a message if you have a specific request for a bulk order or custom idea, and we will see what we can do.
🚚 Shipping & Delivery
11. How long will delivery take? Once we have dispatched your order (within 7 days of purchase), delivery times depend on the shipping method selected. Standard UK delivery usually takes 2-4 working days after dispatch.
12. Do you ship internationally? We primarily ship within the UK, but we can ship internationally! Shipping costs and times will be calculated at checkout based on your location.
13. How much does shipping cost? Shipping costs are calculated at checkout based on the weight of your order and your location. Keep an eye out for any free shipping promotions we might be running!
14. Can I track my order? Yes. Once your order has been dispatched, you will receive a shipping confirmation email. If you selected a tracked service, a tracking number will be included so you can follow your mug's journey.
15. My order hasn't arrived yet, what should I do? Please allow the full 7 days for dispatch plus the estimated shipping time. If it has been longer than that, please check your tracking link or email us at hello@hotsamstudio.com and we will hunt it down for you.
💔 Returns & Issues
16. My mug arrived broken! What do I do? Oh no! We pack our mugs very carefully, but sometimes accidents happen in the post. Please take a photo of the broken mug and the packaging and email it to hello@hotsamstudio.com within 48 hours of delivery. We will send out a replacement immediately—no questions asked.
17. Can I return a mug if I don't like it? We want you to love your mug. If you are not happy with it, you can return it to us in its original condition within 14 days of receipt for a refund. Please note that return postage is the responsibility of the customer unless the item is faulty.
18. I received the wrong design, what now? Whoops! If we sent you a "New Electrician" mug instead of a "Sales Team" mug, please let us know. Send us a photo of what you received, and we will sort out the correct one for you straight away.
19. How long do refunds take? Once we receive your return and inspect it, we will process your refund. The money should appear back in your original payment method within 5-10 working days, depending on your bank.
20. Do you offer exchanges? The fastest way to get an exchange is to return the item you have for a refund and place a new order for the item you want.
💳 Payments & Ordering
21. What payment methods do you accept? We accept all major credit and debit cards (Visa, Mastercard, Maestro), as well as PayPal, Apple Pay, Google Pay, and Shop Pay.
22. Is my payment information secure? Yes, 100%. Our website is built on Shopify, which uses industry-standard encryption to keep your details safe. We never see or store your card details.
23. Can I use a discount code? Yes! If you have a discount code, enter it at the checkout before you pay. Only one code can be used per order.
24. Do prices include VAT? Yes, all prices listed on our website are inclusive of VAT where applicable.
25. I didn't get an order confirmation email. Please check your Spam or Junk folder—sometimes emails like to hide in there. If you still can't find it, you may have entered a typo in your email address. Contact us and we can resend it.
🎁 Gifts & Extras
26. Is there an invoice in the box? We know many of our mugs are gifts! We generally do not include a priced invoice inside the packaging, so your secret Santa gift price stays a secret.
27. Can I add a gift note? At the moment, we don't offer a handwritten note service, but we are working on it!
28. Do you offer gift wrapping? Our mugs come in sturdy, smash-proof boxes to keep them safe. While we don't offer decorative gift wrapping, the boxes are neat and easy to wrap yourself.
29. Do you offer bulk discounts for offices? Yes! If you want to kit out your whole team with "Our Boss Is Best" mugs (or something cheekier), email us for a quote on bulk orders.
30. How do I contact you? The best way to reach us is by email at hello@hotsamstudio.com. We aim to respond to all queries within 24 hours (Monday to Friday).
