Where do I leave my personalisation?
Please leave your personalised details in the ‘ORDER NOTES’ section upon checkout. If you would rather you can send me an email using our contacts form with the details.
Is the design on the mugs on both sides?
Design is printed on both sides of the mug unless instructed otherwise.
Are the mugs dishwater and microwave safe?
All our mugs are Dishwasher & Microwave safe.
Are the Obi Belts real leather?
All our Obi belts are 100% real cow hide leather.
Sizing details
Every listing has the size of the product on it – please make sure that you check sizing before purchasing.
I have a custom request can you help?
Of course, please send us an email using our contacts form.
Will I see preview of my order?
We will only preview orders when it is of custom design. Do contact us with any questions.
How do you package your mugs for shipping?
All our mugs are packaged securely in smash proof boxes ensuring safe delivery.
Do you ship to my country?
Most likely, you can see what countries we ship to in the drop-down at the checkout.
How much do I pay for shipping?
The shipping charge will be added to your order and visible on your receipt before you check out. The shipping is based on the destination country.
What are the accepted payment methods?
We accept majority of online card payment such as MasterCard, VISA etc… or via PayPal.
When do I receive my order?
Nyagua ships using Royal Mail for all packages except for large packages. We ship domestically within the UK and to all international destinations.
ESTIMATED SHIPPING TIMES:
UK – 3-5 days
International – Up to 14 working days
Do I have to pay international taxes and duties?
Your order may be subject to import duties and taxes, which are levied once a shipment reaches your country. We cannot control and is not responsible for any duties/taxes applied to your package upon delivery. You will be responsible for paying additional charges for customs clearance. Customs policies vary widely from country to country; please contact your local customs office for further information.
Can I track my order?
Yes, you will receive a tracking number based on the selected shipping method used in your shipping options at checkout.
Can I add items to my order?
Unfortunately we cannot add items to an existing order. Please place a new order for the item and contact us using our contacts form. We’ll be happy to waive shipping on this additional order if it was placed within 24 hours of the original order.
Did my order go through?
An order confirmation is sent to your email immediately after the order is placed. Check your inbox and junk mail. If it is missing, chances are that your order did not go through correctly. Please contact our customer service using our contacts form and we’ll sort it out!
I did not receive an order confirmation.
As soon as your order is placed, an order confirmation goes to the email address you entered in the checkout. If it is missing, double check your spam folder and add info@nyagua.com to your contact book for future purchases. If it’s still missing, chances are there was something wrong with the order. Contact our customer service team and we’ll sort it out for you.
My order is missing.
Contact info@nyagua.com and we will sort it out for you.
Some pieces are missing from my order.
If pieces are missing from your order, contact info@nyagua.com as soon as possible to send you the missing pieces free of charge.
What is your returns policy?
Nyagua reserves the right to evaluate all refund/exchange requests on a case by case basis. Due to the custom nature of many of my products, refunds/exchanges are not offered for those products unless an error was made by Nyagua in production.
Examples of circumstances that do not qualify for refunds/exchanges include (but are not limited to):
– Incorrect spelling within an order (made by the customer at time of order)
– Incorrect shipping address (placed by the customer)
– Wrong product ordered by customer
– Shipping delays
– Personalised items
– Requests made after two (2) days of product receipt
Should you wish to request a refund or exchange you must submit this request by email via our contact page within two (2) days of receipt. If you are requesting a refund or exchange on an item that is damaged in transit your email must include clear pictures of the damage. If a refund or exchange is granted by Nyagua it is the responsibility of the customer to return the product (at their expense) to Nyagua at which time a refund will be processed minus shipping costs as those are non-refundable.
It is the responsibility of the customer to ensure their order is correct at the time of placement, and by purchasing a product from Nyagua, the customer agrees to the terms and conditions set forth within these policies. Customer service is important to Nyagua, and so should you be dissatisfied with your product for any reason, I do encourage you to message us directly.
Customer service
We are based in the United Kingdom which is GMT Time zones. We do have cover throughout the day. We will always come back to customers as fast as we can.