FAQs
What makes your products unique?.
We are proud to become 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 worldwide. Our trading address is 27 Old Gloucester Street, London, United Kingdom, WC1N 3AX. We also have multiple warehouses to be able to fast ship your orders.
How can I contact customer support?
You can contact our customer support via email at contact@thecaselabs.com and 24/7 live chat.
Ordering
Which 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 method secured?
Yes. All transactions are SSL-encrypted and processed through trusted third-party providers such as Stripe and PayPal 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.
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.
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?
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” page.
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..
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.
Returns & Refund
Notice: Please do not request a dispute for the order with your cards/bank provider BEFORE contacting our customer support about your order/item problems. This will break our refund process, and therefore we can not solve your refund request.
Do you allow refunds?
We offer a 30-day money-back guarantee for defective items, wrongly shipped items, or lost packages. 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.
Do I have to pay for return shipping?
In most cases, customers cover the return shipping unless the item is damaged or defective.
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.
How long does it take to get my refund?
Refunds are processed within 3–5 business days after we receive the returned item.
Can I get a refund if I entered the wrong shipping address or wrong models/items were placed?
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).