FAQ – Your questions about personalized mugs

Welcome to the Tasse mit Herz FAQ! Here we answer the most frequently asked questions about our personalized mugs and gift ideas. Learn more about design, ordering, payment, and delivery.

Get to know us and discover the passion behind our products.

If you cannot find the answer to your question here, please contact us by email or using our contact form .

Products and personalization

Can I customize all the cups?

No, not all of our mugs are customizable. In addition to personalized photo mugs, we also offer mugs with fixed designs that cannot be changed. These are perfect as gifts if you're looking for a beautiful design without any further customization.

How do I design a photo mug with my own picture?

You can customize our custom mugs with your own images, text, and designs. Simply select a mug from the Mug Design category and use the design editor to create your unique piece.

What materials are used for the cups?

All our mugs are made of high-quality ceramic and are durable and dishwasher safe. (Except for glitter mugs.) The prints—both personalized and fixed designs—are particularly durable and retain their colors even after many washes.

Are the personalized and designer mugs dishwasher safe?

Yes, all of our mugs are dishwasher safe—except for our glitter mugs. However, for extra durability, we recommend handwashing.

Ordering and payment

How can I place an order?

Select the product you want, customize it (if customizable), and add it to your cart. Then proceed to checkout to complete your order.

Which payment methods are accepted?

We accept PayPal, credit cards (Visa, Mastercard, American Express), Klarna (purchase on account), Sofortüberweisung and Apple Pay.

Can I change or cancel my order later?

Changes or cancellations are possible within 12 hours of completing your order. Please contact us at support@tasse-mit-herz.com .

Shipping and delivery

How long does delivery take?

The production time for personalized mugs is 1–3 business days. Designer mugs without personalization can be shipped more quickly. Shipping within Germany usually takes 2–5 business days.

How much are the shipping costs?

Shipping costs are €4.99 within Germany. Free shipping for orders over €50.

Can I track my order?

Yes, once your order has been shipped, you will receive an email with a tracking number.

Returns and exchanges

Can I return personalized products?

Since our personalized products are individually manufactured, returns are only possible in the event of manufacturing defects or transport damage.

Can I return designer mugs?

Yes, non-personalized designer mugs can be returned within 14 days as long as they are unused and in their original packaging.

What do I do if my order arrives damaged?

Please send us a photo of the damaged product and your order number to support@tasse-mit-herz.com . We will arrange a replacement or refund.

How does the return process work?

Please contact us by email to begin the return process. We will send you further information and a return label if necessary.