You Might Be Wondering…
Here are the answers to the questions most people ask before ordering.
How does the mug play a video?
After you place your order, you’ll upload your private video message. We generate a unique QR code and print it directly onto your mug.
When it’s scanned with a smartphone camera, your video opens instantly.
No apps. No passwords. Just scan and watch.
What happens after I place my order?
You’ll receive simple instructions to upload your video. We only print your mug once your message has been uploaded.
What if I need a little time to record my message?
That’s completely fine. We’ll send gentle reminders so nothing gets missed. Your mug will only move into production once your video has been uploaded.
How does Message Mugz work?
It’s simple. Choose your design, place your order, and then record a personal video message that’s linked to your mug.
▶ See how it works
You’ll be guided step-by-step after checkout, so there’s nothing to worry about. Your message is private and only accessible via the QR code on your mug.
Can I upload an existing voice recording?
Yes. You can upload a previously recorded video or voice message instead of recording live. Audio-only files will be securely converted into a private video with your Message Mugz branding for QR playback.
Is my video private?
Yes. Your video can only be accessed by scanning the unique QR code printed on your mug.
It is not publicly searchable and cannot be viewed without that code.
As with any QR link, privacy depends on who chooses to share it. Anyone with access to the QR code will be able to view the message.
How long is my video stored?
Your video is securely stored for 12 months from the date it is uploaded.
Before storage expires, you’ll have the option to extend it if you’d like to keep your message available for longer.
If storage is not extended, the video will be permanently deleted after the 12-month period.
What happens if I never upload my video?
We’ll send reminders to make sure nothing is missed. If no video is uploaded, your mug cannot be printed.
If you’re unsure or need help, just get in touch and we’ll guide you through it.
How long does production take?
Production usually takes 2–5 business days once your video has been uploaded.
How long does delivery take?
UK orders typically arrive within 2–5 business days after dispatch. International delivery times vary depending on location.
Will I receive tracking information?
Yes. Tracking details are sent once your order has been dispatched, where available.
Can I personalise the mug with a name or date?
Yes. Many of our designs allow you to add names, dates, or special details to make your gift even more meaningful.
Can I order for different occasions?
Absolutely. We offer designs for birthdays, Father’s Day, Mother’s Day, and other meaningful moments.
What if I still have a question?
You can always get in touch. We’re happy to help.
Can I return or cancel my order?
Because each Message Mug is made to order and personalised with your own video message, we’re unable to accept returns, exchanges, or cancellations once an order has been placed.
If your item arrives damaged or faulty, we will of course replace it free of charge.
You can read our full Refund & Returns Policy here.
Where can I read your full policies?
You can read our full Refund & Returns Policy, Privacy Policy, and Terms & Conditions using the links here or in our website footer. If you have any questions about them, we’re always happy to clarify.