9/11 25th Anniversary Memorial 11oz White Ceramic Mug

Delivery

At Urban Kangaroo, every order is made with care and packed securely before dispatch. Our products are made to order, which means each mug or bottle is produced specially once your order has been placed.

Most orders are usually processed and dispatched within 2–5 working days. During busy periods such as Christmas, Father’s Day, Mother’s Day or large promotional periods, dispatch times may be slightly longer, but we will always aim to get your order sent as quickly as possible.

UK orders are sent using a reliable postal or courier service. Once dispatched, delivery will usually take around 2–4 working days, although this can vary depending on the courier, seasonal delays or local postal issues.

Please make sure your delivery address is correct before placing your order. We cannot be held responsible for delays or failed deliveries caused by an incorrect or incomplete address. If an order is returned to us due to an address issue, additional postage costs may apply to resend it.

All items are carefully packed to help protect them during delivery. If your order arrives damaged, please contact us as soon as possible with clear photos of the damaged item and packaging so we can look into it and help resolve the issue.

Delivery times are estimated and not guaranteed, especially during busy postal periods or circumstances outside our control. We appreciate your patience and understanding while your order is being made, packed and delivered.

Thank you for supporting a small UK business.

Returns

At Urban Kangaroo, all items are made to order, which means each product is produced specially once your order has been placed.

Because of this, we do not accept refunds, returns or cancellations simply because a customer has changed their mind, no longer wants the item, ordered the wrong product, or decided it is no longer suitable.

Refunds or replacements are only available if an item arrives damaged, defective, faulty, or incorrect. If there is a problem with your order, please contact us as soon as possible after delivery and provide clear photos of the item, the packaging, and the issue so we can review it quickly.

If your item is confirmed to be damaged, faulty or incorrect, we will offer a suitable resolution, which may include a replacement or refund depending on the situation.

Please check all order details carefully before purchasing, including the product, design, quantity and delivery address. As each item is made to order, we are unable to refund orders due to customer error once production has started.

This policy does not affect your statutory rights. Thank you for supporting a small UK business.

Cancellation

At Urban Kangaroo, every item is made to order, which means your product is produced specially once your order has been placed.

Because our items are made to order, we do not accept cancellations, returns or exchanges if you simply change your mind, no longer want the item, ordered the wrong product, selected the wrong quantity, or decide it is no longer suitable.

Once an order has entered production, it cannot be cancelled or changed. Please check all order details carefully before completing your purchase, including the product, design, quantity and delivery address.

Returns, refunds or replacements are only offered if your item arrives damaged, defective, faulty, or incorrect. If there is an issue with your order, please contact us as soon as possible after delivery with clear photos of the item, packaging and the problem so we can review it quickly.

If your item is confirmed to be damaged, faulty or incorrect, we will offer a suitable resolution, which may include a replacement, exchange or refund depending on the situation.

We do not offer exchanges for different designs, colours, sizes or products once an order has been made, as each item is created specially for that order.

Customers are responsible for ensuring all details are correct at the time of purchase. We cannot accept responsibility for mistakes made during ordering unless the item received is different from what was ordered.

This policy does not affect your statutory rights.

Thank you for supporting a small UK business.