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Thanks for visiting Mugshots®.  We’ll do all we can to ensure you have an enjoyable shopping experience, and that you are completely happy with your gifts. Now for the legal bit...

1. Introduction

These terms and conditions (the "Terms") set out your rights and obligations, and those of Mugshots.co.za ("we" or "us"), in relation to this website, www.mugshots.co.za (the "Website"), and any products, services and material of any kind available through the Site or us (the "Services").

When we refer to "Mugshots®" in these Terms, we mean us, the Site and/or the Services, according to the context.

By registering with Mugshots®, you accept that you are entering into a contract with us under these Terms.  People who register with Mugshots® establish an "Account", and become "Users". Visitors to Mugshots® who do not register with Mugshots®, but who nevertheless use the Site, affirm that they are bound by these Terms each time they access Mugshots®.

If you do not agree to these Terms, you must not use this Website.

You will be able to access most areas of Mugshots® without registering your details with us. Other areas, and the opportunity to place orders with us, are only open to you if you register.

2. Ordering from us


2.1. Product description

We use our reasonable endeavours to make sure that every product on Mugshots® is shown accurately and that prices are correct.  However, occasionally there may be small variations in colour, typefaces and layout.

2.2. Placing your order

A contract for the purchase of a product is created as follows:

  • The User places the order on the Site by pressing an order confirmation button ("Checkout") at the end of the checkout process: if the product in question includes content selected by the User it is a "personalised product"; if it is a standard product which does not include any content selected by the User it is a "non-personalised product"
  • By confirming your order, you are agreeing to purchase the product you have selected
  • At this point, we take payment for your order by means of your nominated payment method
  • We will send to you a "Thank you for your order" email detailing your order, and other information we must provide to you


From time to time, we may reject an order for the following reasons:

  1. If, unfortunately, we do not have your chosen product in stock
  2. Where we cannot obtain authorisation for your payment
  3. If there has been a relevant pricing or product description error
  4. If your order otherwise breaches any of the requirements of these Terms
  5. The use of images for a personalised product which are corrupted, unsupported technically or inadequately pixelated
  6. We suspect that the order has been placed fraudulently
  7. It appears that the order mistakenly duplicates another order


If your order is rejected, we will contact you to confirm this and reverse the payment you have made for that order.

There are limited circumstances in which you may cancel an order after it has been made – see section 5 on this.

Note that we may bar or prevent an individual Account, User, email address or other identifier from making purchases or otherwise interacting with us where we reasonably suspect an association with fraud or other infringements of the law.

If you do not agree to these Terms, you must not use this website.

2.3. Personalising products

Mugshots® aims to provide you with a fast, high-quality service.  Please double-check your order on screen and your acknowledgement email carefully to check that all the details are correct.  It is up to you to ensure that content you have contributed for inclusion in a personalised product is correct, and (for example) is correctly spelt.  As a courtesy, we may allow you to make changes to your order whilst its status on your 'Order History' (under the 'My Account' tab) shows as 'Order Processing': if it is not possible to make the change on-screen (which depends upon the product ordered), then you will need to contact our Support Team by phone at +27 (21) 555 3500 to do so during our standard opening hours (which are 9.00am – 4.00pm, Monday to Friday, except Public Holidays).

If you are sending a photo, images must be in JPEG format.  Any other format such as Word documents and PDFs cannot be accepted.  For best results, we advise that you make the image dimensions approximately 1,000 pixels for the smallest edge of your photos.  We print images at 300DPI (Dots Per Inch), so if you are scanning the image we recommend you use this setting.  If you try to upload a photo that has a lower resolution or image size, we will accept it.  However, we may contact you to let you know that the image may not appear very well on the selected personalised product.

By uploading, posting, contributing or including any content or material in a personalised product, you grant us a non-exclusive, royalty-free, irrevocable licence to use, reproduce, adapt, distribute and communicate to the public that content or material solely for the purpose of performing obligations and exercising rights under these Terms.  Note that we may modify content or material in order to conform it to Mugshots® or the requirements of the product you have ordered (such as by cropping images).

2.4. Content Rules

We do not permit personalised products to include any content or material which:

  • infringes anyone's copyright: in particular, you must ensure that you either own the copyright in an image or any other content that you wish to include in a personalised product or that you are fully licensed by the copyright owner to include that image or other content in the personalised product
  • infringes any other rights, such as a trade mark, of any person or entity or a duty owed to any person or entity, such as a duty of confidentiality
  • contravenes any applicable law (including, without limitation, any criminal law) or regulation
  • is false, inaccurate, misleading, offensive, abusive, threatening or defamatory, or that might cause needless annoyance, inconvenience or distress to any person
  • misrepresents identity or impersonates any person
  • includes any material containing personally identifying information about another person, such as their address, phone number, or email address, except with the written approval of that person
  • contains material which is pornographic, obscene, indecent or offensive, which promotes discrimination based on race, sex, religion, nationality, disability, sexual orientation or age, or that may incite hatred or violence against any person or group
  • may harass, upset, embarrass or alarm any person
  • gives the impression that it emanates from or has been approved by us
  • advocates, promotes or assists any unlawful act


The above are our Content Rules.

2.5 Ordering multiple products

When ordering multiple products as part of the same order, Mugshots® will inform you on-screen as to whether they will (or can) be despatched on the same day or as part of the same delivery

2.6. Payment

At Mugshots®, you can pay for your products using credit card, debit card or any other payment method which we make available to you at the time of your order.

3. Supply and pricing of products


3.1. Supply of Products

The mugs and other products sold by us through our Website are manufactured and shipped in-house.

3.2. Prices and VAT

All prices of products shown on the Website include Value Added Tax at the prevailing rate.

3.3. Postage and packaging charges

For most items, prices are shown exclusive of postage and packaging charges; these will be shown separately at the checkout stage before you place your order.

3.4. VAT Receipts

In most cases your order confirmation email contains all the necessary information to constitute a simplified VAT receipt in line with the legal guidelines. However, should you require a Full VAT invoice you can request this via our contact form here. Please allow up to 10 working days for the full VAT invoice to be sent.

3.5. Substitute Products

Please note that if a product is unavailable, we may substitute it with an alternative product unless you request us not to do so.

4. Delivery


During the order process, Mugshots® will generally notify you of the despatch dates available and the expected timeframe for receiving your order; however, Mugshots® does not guarantee delivery dates or times. We will make you aware of delivery charges (if any) before you place your order.

Expected delivery times and charges will differ depending on which products you order. More details are set out below.

4.1. General despatch information

The despatch date is the day we SEND the item you have ordered, NOT the day it will be delivered.

  • Your order is likely to arrive much faster if you use a postcode
  • You can check that you have the correct postcode by using the Royal Mail's handy postcode finder available at www.royalmail.com/find-a-postcode. To state the obvious, we are not responsible for the accuracy of the Royal Mail's postcode finder It is your responsibility to ensure that the delivery address you provide for any order you place is correct
  • You can find more detail around delivery of our products here


4.2. Circumstances Beyond Our Control

Neither we, nor any delivery service that we use, shall be liable for any failure to perform Services where such failure or delay results from any circumstances outside our reasonable control; these circumstances include but are not limited to adverse weather conditions (such as snow, flood and extreme winds), fire, explosion, accident, traffic congestion, obstruction of any private or public highway, riot, terrorism, act of God, or industrial dispute or strike.

5. Changing or cancelling an order


Before you request a change or cancellation, it is best to check the status of your order by going to 'Order History', which can be found under the 'My Account' tab. Orders can only be changed or cancelled if the status is on 'Order Received'. If the status displays 'Order Processing' then it has already been entered into the printing queue and, unfortunately, cannot be amended or cancelled.

It is best to call us if you need to cancel or change your order - dial +27 (21) 555 3500. Please have your order number or the email address you registered with us available so we can answer your query as quickly as possible.

Emails are answered during business hours (Monday - Friday 9.00am - 5.00pm) in the order they are received. It is therefore possible that your order could begin production before your email is processed and we will be unable to make any changes requested in the email.

6. Returns and refunds


At Mugshots®, we always try to send your products in perfect condition. However, occasionally, a problem can arise. In the unlikely event that a product is faulty, or it is damaged in delivery or is the wrong item, we ask you to contact us to let us know of the problem as soon as possible. We will then advise you on whether you are eligible for a refund or replacement.

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