FAQ
Everything you need to know about ordering, personalisation and delivery. Can’t find your answer? Get in touch through our Contact page.
Our products
What kind of products do you sell?
SimpleVibes makes handcrafted and personalised pieces for gifting and for the home: personalised mugs, city map wall art, string art, lanterns, colourful glass, handmade candles and creative craft kits. Each piece is made or finished by hand in small batches.
What are the personalised mugs made of?
Our personalised mugs are made of high-quality bone china with a fine, smooth texture. Your photo and wording are applied with high-definition ceramic printing, so the detail stays crisp.
What if my photo is not high quality?
Send it anyway. We offer background removal and AI high-definition processing, so even a photo that is not perfectly sharp can be turned into a clean, sharp print.
Are the craft kits suitable for children?
Our craft kits are designed to be family-friendly, with simple-to-follow instructions. As with any craft project, adult supervision is recommended, particularly with young children and with kits that involve dyes or wax.
Shipping
Where do you ship from?
All orders are shipped from our studio in Shenzhen, China.
How long until my order is dispatched?
Please allow 3-5 business days for us to prepare, quality-check and pack your order before it ships. Orders placed on weekends or public holidays begin processing on the next business day.
How long does delivery take?
Standard shipping, counted from the day your parcel is dispatched:
- United States and Canada: 10-15 business days
- Europe: 12-20 business days
- Australia and New Zealand: 10-18 business days
In total, most orders arrive within about 2 to 4 weeks of being placed.
How much does shipping cost?
Standard shipping is free to the United States, Canada, the United Kingdom, Germany, France and the other countries in our European shipping zone, as well as to Australia and New Zealand.
Do you ship to my country?
If your country can be selected at checkout, we ship there. If it is not listed, we cannot ship to you yet, but we are working on expanding to more regions.
Will I have to pay customs or import duties?
Possibly. International orders can be subject to import duties, taxes and customs handling fees charged by your country. These charges are the responsibility of the recipient and are not included in our prices or our shipping charges. Customs processing can also add to the delivery time.
How do I track my order?
We email you a tracking number as soon as your parcel is dispatched. Tracking can take 24-72 hours to become active, and updates may become less frequent once the parcel has left China.
Full details are on our Shipping Policy page.
Your order
Can I change or cancel my order?
Get in touch as soon as you can. We can usually make changes before your order is dispatched. Once it has shipped, we are not able to change the delivery address or cancel it.
My order arrived damaged or incorrect. What should I do?
Contact us straight away with your order number and photos of the item and its packaging. We will look into it with the carrier and make it right.
About SimpleVibes
Who makes your products?
Our pieces are handcrafted and finished in small batches, and every order is packed by hand at our studio in Shenzhen, China.
What is CuraGift?
CuraGift is our free AI gift-finder. Tell it who you are buying for and what the occasion is, and it suggests gift ideas, including pieces from our collection. Try CuraGift.
Still have a question?
We are happy to help. Reach us through our Contact page.