Shipping policy

Last updated: 2 October 2026

Mugged & Loaded is a trading name of MB Enterprise Group Limited.

This Shipping Policy explains how orders are processed, produced and delivered.

MADE-TO-ORDER PRODUCTS

Many Mugged & Loaded products are produced specifically after an order is placed.

This means there are normally two stages before your order arrives:

Production time – the time required to print or manufacture your product.
Delivery time – the time required for the carrier to deliver your order once production is complete.

Any estimated delivery timeframe shown on our website should therefore be understood as an estimate and may include both production and shipping time.

ORDER PROCESSING

Orders are submitted for production after payment has been successfully authorised.

Because production may begin quickly, we cannot guarantee that an order can be amended or cancelled after it has been placed.

If you notice an error in your order, please contact us through the Mugged & Loaded website as soon as possible.

PRODUCTION TIMES

Production times can vary depending on:

the product ordered;

current production volumes;

product availability;

customisation requirements; and

seasonal demand.

Estimated production times may be shown on individual product pages or during checkout.

These are estimates rather than guaranteed completion dates.

DELIVERY TIMES

Delivery estimates begin once your order has completed production and has been handed to the relevant delivery carrier.

Delivery times may vary depending on the delivery service selected, destination and carrier network.

Delays can occasionally occur because of circumstances outside our reasonable control, including:

carrier disruption;

adverse weather;

public holidays;

industrial action;

unusually high seasonal demand;

customs delays where applicable; or

incorrect or incomplete delivery information.

SHIPPING CHARGES

Shipping charges are calculated and displayed at checkout before you complete your purchase.

Charges may vary depending on:

the products ordered;

order quantity;

delivery destination; and

shipping service selected.

MULTIPLE PRODUCTS

Where an order contains multiple products, items may sometimes be produced at different facilities.

As a result, your order may arrive in more than one parcel or on different delivery dates.

You will not normally be charged additional postage solely because an order has been split into multiple shipments unless clearly stated during checkout.

DELIVERY ADDRESSES

Customers are responsible for ensuring the delivery address entered during checkout is complete and accurate.

Please check your address carefully before placing your order.

If you notice an address error, contact us through the website immediately.

Once an order has entered production or been dispatched, we may not be able to amend the delivery address.

We cannot guarantee replacement or reimbursement where an order has been delivered to an incorrect address supplied by the customer.

Your statutory rights are unaffected where an error has been caused by us.

TRACKING

Where tracking is available, tracking details may be sent to the email address used when placing your order.

Tracking information may take a short period to update after dispatch.

Please allow time for the carrier's tracking system to register the parcel.

DELAYED ORDERS

If your order has not arrived within the estimated delivery timeframe, please check any tracking information provided before contacting us.

If the tracking information does not resolve the issue, contact us through the Mugged & Loaded website and provide:

your name;

order number;

email address used for the order; and

details of the delivery issue.

We will review the available tracking information and advise you of the next steps.

LOST PARCELS

If a parcel appears to have been lost in transit, please contact us through the website.

We may need to investigate the shipment with the delivery carrier before confirming the appropriate resolution.

Depending on the circumstances and your statutory rights, this may include a replacement or refund.

DAMAGED PARCELS

If your order arrives damaged, please contact us through the website as soon as reasonably possible.

Please provide:

your order number;

photographs of the damaged product;

photographs of the outer packaging; and

a brief description of the damage.

Please retain the product and packaging until we have reviewed your request.

Do not return the item unless we have provided return instructions.

ORDERS MARKED AS DELIVERED

If tracking shows that an order has been delivered but you cannot locate it, please first check:

around the delivery location;

with other members of your household;

with neighbours where appropriate; and

any safe place identified by the carrier.

If the parcel still cannot be located, contact us through the Mugged & Loaded website.

We may need to raise an investigation with the delivery carrier.

FAILED DELIVERY

Where delivery cannot be completed because of circumstances caused by the customer, such as:

an incorrect address;

refusal of delivery;

failure to collect a parcel; or

failure to respond to a carrier's delivery instructions,

additional shipping charges may apply where a parcel needs to be resent.

This does not affect your statutory rights.

INTERNATIONAL ORDERS

Where international delivery is offered, customers may be responsible for local customs duties, import taxes or other charges imposed by the destination country unless otherwise stated.

These charges are outside our control and are normally payable by the recipient.

Customs procedures may also result in additional delivery delays.