Customer service policy
Contact and response
Send enquiries to [email protected], call +417463729814 or write to MOOMOODA LTD, 151 Canon Street, Leicester, England LE4 6NJ. Company registration: 14039515. We aim to reply within two working days, Monday to Friday excluding UK bank holidays. This is a response target, not a claim of a staffed live chat or guaranteed immediate telephone answer. Include your order reference if you have one, but never send card details.
Before ordering
Our selection guide compares five mug constructions and five decorative paper designs. Check capacity, material, poster size and care requirements on the product page. Posters arrive unframed. Enamel mugs contain metal and must not go in a microwave. All goods here use generic football themes; we do not offer club badges, player likenesses or unauthorised logos. Please ask before ordering if a particular use or delivery deadline is essential.
Checking customisation
A name and message are required for each personalised line. The live preview uses browser-rendered text and helps check spelling; it is not AI-generated lettering. The same product ordered for two people remains two lines with its own instructions. Review the basket and checkout summary carefully. If you need an amendment after submission, quote the reference and exact replacement wording. We will check production progress and confirm whether a change is possible. Silence is not approval of an amendment.
Progress and problems
After a saved request we contact you to confirm details and arrangements. There is no automatic payment collection or guaranteed automated email from this checkout. Keep the on-screen reference. If a storage failure is shown, your basket, personalisation, draft and agreement remain available so you can try again. A successful request clears the active basket and displays the receipt. If uncertain whether a request succeeded, contact us with the reference rather than submitting several fresh requests.
Complaints and accessibility
Tell us what happened, when it occurred and the outcome you seek. Photographs can help with damaged goods, but are not a condition of statutory rights where they cannot reasonably be supplied. We aim to acknowledge complaints within two working days and provide a substantive response within ten working days; if investigation takes longer, we will explain the next steps. We can help clarify product or policy information in a more accessible form on request. The Returns and Shipping pages explain remedies, delays and delivery responsibilities in more detail. Nothing in our service targets reduces your legal rights.