Questions & Answers

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    Common Questions

    Who are you and what makes your store unique?

    We are on the way to becoming the one-stop shop for high-quality and uniquely designed cases for iPhone, and Android phones like Samsung and Google Pixel, especially premium leather cases and Alcantara cases. Our one-of-a-kind and distinctive cases will captivate you with their perfect fit, high-quality materials, meticulous attention to detail, friendly to users, and eye-popping prices. All of our cases are laser cut and handmade, manufactured of only the highest quality leather and materials, ensuring that your device is protected against dirt, dust, and scratches.

    Where is your store located? Do you have a physical location?

    We are based in the UK and mostly sell our products online. Our trading address is 128 City Road, Islington, London, United Kingdom.

    How can I contact customer support?

    You can contact our customer support via email at contact@thecasefactory.co and 24/7 live chat.

    How do I know your products are high quality?

    We have a strict product development process to produce high-quality and utility products. Our QC team always controls the consistency and quality of the products. Our raw materials and leather are imported from reputable suppliers around the world.

    Do you have any customer reviews I can check?

    Yes! We showcase verified customer reviews on each product page to help you shop with confidence.

    Ordering & Payment

    What payment methods do you accept?

    We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay, AfterPay/ClearPay, Klarna and other secure payment methods.

    Is my payment information secure?

    Yes. All transactions are SSL-encrypted and processed through trusted third-party gateways to protect your data.

    Can I modify or cancel my order after placing it?

    If your order hasn’t shipped yet, contact us within 12 hours and we’ll do our best to update or cancel it for you.

    Can I use discount codes or coupons?

    Absolutely! We often run special promotions, and you can apply valid coupon codes at checkout.

    I didn’t receive a confirmation email — what should I do?

    Please check your spam/junk folder first. If it’s not there, contact us and we’ll resend the confirmation right away.

    Will I be charged extra fees (tax or duties)?

    This depends on your country’s import regulations. We do our best to minimize additional costs, but customs fees may apply for international orders. If no specific information is mentioned, your order has no extra fee.

    Shipping

    How long does shipping take?

    Standard delivery usually takes 5–10 business days depending on your location. You'll receive a tracking number once your order ships.

    Where do you ship to?

    We ship worldwide! If your country is listed at checkout, we can deliver to you.

    How can I track my order?

    You’ll get a tracking link via email once your order is shipped. You can also track it on our website under “Track My Order.”

    What if my package is delayed or lost?

    We’ve got you covered. Just reach out to our support team and we’ll investigate and make it right—either by reshipping or refunding your order.

    What shipping carriers do you use?

    We partner with trusted global carriers like DHL, USPS, Royal Mail, Evri, and other last-mile delivery partners to ensure secure delivery.

    After sales

    What if the item I received is damaged or defective?

    We’re truly sorry! Contact us within 7 days of receiving your order with photos, and we’ll send a replacement or refund immediately.

    Do your products come with a warranty?

    Yes, most of our cases come with a quality guarantee. If there's any manufacturing defect, we’ll take care of it.

    I have a question after my purchase. How can I get help?

    Our customer service is always ready to help, even after your order arrives. Reach out anytime and we’ll assist you quickly.

    Do you keep purchase records in case I need help later?

    Yes, we store all orders securely so we can reference your purchase anytime you need support.

    Refund

    What is your return and refund policy?

    We offer a 30-day money-back guarantee. If you’re unsatisfied, you can return the item for a full refund.

    How do I request a refund?

    Simply contact our support team with your order number and reason for return. We’ll provide the return instructions.

    How long does it take to receive a refund?

    Refunds are processed within 3–5 business days after we receive the returned item.

    Do I have to pay for return shipping?

    In most cases, customers cover the return shipping unless the item is damaged or defective.

    What if I haven’t received my refund yet?

    Please double-check your bank account. If it's been more than 7 business days, contact us and we’ll assist you immediately.

    Can I get a refund if I entered the wrong shipping address?

    We recommend double-checking your address before checkout. If the package is returned to us, we can reship it or issue a refund (minus original shipping).