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FAQ

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Corona
(COVID19)

Corona precautions: updates and changes With the COVID-19 corona virus having a heavy influence on our daily lives, we want to do our part in these strange times to #flattenthecurve by giving priority to the health of ourselves, our customers and everyone around us. Orders can continue until further notice, we've made a few adjustments to ensure this can happen in a safe and smooth way. Thanks for your understanding, feel free to reach out with any questions, and take care!

Contactless deliveries
Our delivery partners have ensured us parcels can still be delivered. They did warn for possible delays, especially for foreign deliveries, because of border checks. They're also making extra safety efforts and are following all hygienic regulations. For parcels that require a signature upon delivery, all partners are making small changes to limit the personal contact during deliveries. The exact procedures can vary but they will be made clear by the person delivering your parcel.

Returns
Our general return policy states all products from our collection can be returned and will be refunded within 7 business days after receiving the parcel.

Under current circumstances, it's unfortunately impossible for us to handle returns. We ask you to please not send any parcels return until further notice. If you would like to return a product, please reach out to us through mail (info@casecompany.world). This allows us to keep in touch when we can start handling returns again. Of course the normal period of 14 days does not apply while we're in this situation.

Customer support
We will make sure to list any updates or changes here. If you have any questions, you can of course still reach us through mail or chat.

Order

I’m not happy! What can I do? We’re very sorry your not satisfied with our service. We work hard to follow the strictest legal guidelines for e-commerce. If you do have a problem that can’t be helped with these frequently asked questions please contact us at info@casecompany.world.

How can I check the status of my order ? You can check the status of your order here.

I did not receive my order! Did you guys rob me? Yes! … Just kidding. After we ship your order we trust the shipping companies we work with to do their part. Unfortunately, it can sometimes happen that they lose a parcel or deliver it to the wrong address. We maintain a waiting period of 25 business days after shipment to make sure your order is not delayed. When you do not receive your order within this waiting period we consider your order lost in transit and we will offer you a solution.
Please contact us when you do not receive your order within 25 business days.

I just placed an order. What now? First of all: Thanks for your order! Here’s what going to happen: After placing your order you’ll receive two emails updating you on the status of your order. The first email will confirm your order. We usually ship orders within 48 hours. The other email will confirm the shipment of your order.

This email will have all the delivery details about your specific order.

If you did not receive any emails please be sure to check the Spam / Junk folder of the email you registered with us.

You can also check the status of your order anytime here.

I want to buy a lot of cases. Can I get a bulk discount? We offer bulk discounts on orders starting from 10 cases. You can review all the information and discounts on our B2B page.

My purchase broke during the warranty period. What now? We offer a 6 months warranty period on all our products. We strive to bring you the best quality available. In the off-chance that your purchase breaks during this period, we will replace the purchased product free of charge.

When this happens contact us at info@casecompany.world. Please include a clear picture of the problem and your order number. That way we can offer you a solution as quickly as possible.

I changed my mind. Can I return my purchase? Yes you can!

You can return your purchases within 30 days after receipt. There are some exceptions though:

Products eligible for returns:
We offer a 30 day return policy on all cases from our collection and on all accessories. This means that during the first 30 calendar days after you receive your purchase, you can change your mind.

We only accept returns when the purchased goods are unused and show no signs of wear.

Please note that customers are responsible for all fees involved in returning items. Return packages remain the responsibility of the customer until it is received by CaseCompany. We will refund the order in full within 7 days of receiving the returned purchases.

If you wish to return your purchase please contact us at info@casecompany.world or if you are an EU resident: send us the European Model Withdrawal Form.

Returns without prior communication with us will not be accepted.

Returns can be sent accompanied by the order number to:
MonkeyMonkey bvba
Wiedauwkaai 23F
9000 Gent
Belgium

Products not eligible for returns:

We do not accept returns for personalised products. Every personalised case or sleeve is made to order and it’s not possible for us to resell your purchase.

Extra options added to your order like Tracked Shipping and Gift Wrap are not refundable.

Can I change or cancel my order? Unfortunately that’s not possible. Once your order is confirmed, we immediately start the production and shipping process.
We can not change any details about your order after the confirmation. So make sure you enter the right shipping address and order the right product for you.

I want to upload my own images. What image format and resolution will give the best result? Our design tool supports .jpeg and .png formats. For a phone case we recommend a resolution of 2000×3000 pixels. For laptop sleeves and iPad cases we recommend a resolution of 4000×3000 pixels.
If your image is blurry or pixelated in the preview in the design tool, it will most likely be blurry and pixelated when it’s printed. So make sure you use high quality images.

I want to design my own smartphone case. How do I get started? We specialize in providing the option of designing your own phone case.
Follow these steps. You can get started here.

1. Selecting your device.
We have cases for over 200 devices. Select yours here. We try to offer as many devices as possible. If we don’t have a case for your phone let us know here.

2. Choose the type of case you want to design.
For smartphones we have up to 7 different options, each with their own characteristics, look and feel.

3. Start designing!
You can upload your own image from your computer or your social media account. You can add up to 10 photos in one collage. Finish off by adding a personal text or some emoji’s. You’re in control!

Returns/Warranty

My purchase broke during the warranty period. What now? We offer a 6 months warranty period on all our products. We strive to bring you the best quality available. In the off-chance that your purchase breaks during this period, we will replace the purchased product free of charge.

When this happens contact us at info@casecompany.world. Please include a clear picture of the problem and your order number. That way we can offer you a solution as quickly as possible.

I changed my mind. Can I return my purchase? Yes you can!

You can return your purchases within 30 days after receipt. There are some exceptions though:

Products eligible for returns:
We offer a 30 day return policy on all cases from our collection and on all accessories. This means that during the first 30 calendar days after you receive your purchase, you can change your mind.

We only accept returns when the purchased goods are unused and show no signs of wear.

Please note that customers are responsible for all fees involved in returning items. Return packages remain the responsibility of the customer until it is received by CaseCompany. We will refund the order in full within 7 days of receiving the returned purchases.

If you wish to return your purchase please contact us at info@casecompany.world or if you are an EU resident: send us the European Model Withdrawal Form.

Returns without prior communication with us will not be accepted.

Returns can be sent accompanied by the order number to:
MonkeyMonkey bvba
Wiedauwkaai 23F
9000 Gent
Belgium

Products not eligible for returns:

We do not accept returns for personalised products. Every personalised case or sleeve is made to order and it’s not possible for us to resell your purchase.

Extra options added to your order like Tracked Shipping and Gift Wrap are not refundable.

Can I change or cancel my order? Unfortunately that’s not possible. Once your order is confirmed, we immediately start the production and shipping process.
We can not change any details about your order after the confirmation. So make sure you enter the right shipping address and order the right product for you.

Order status

The status page says my order is “On Hold”. What does this mean? When your order is placed “On Hold” it’s because there is usually a problem. It’s possible we’ve already sent you an email to notify you of this. If this is not the case please contact at info@casecompany.world.

Please be sure to check the Spam / Junk folder of the email you registered with us.

I just got an email saying my order was cancelled. Why is this happening? The automatic canceling of an order happens when there is an issue with the payment. If it takes too long for an order to receive payment after it’s been places our system automatically cancels the order.

If your order was cancelled against your will, please contact us at info@casecompany.world.

How can I check the status of my order? You can check the status of your order here.

Fill in the email you placed the order with and your order number and you’ll get the most recent information about your order.

Shipping & delivery

I did not receive my order! Did you guys rob me? Yes! … Just kidding. After we ship your order we trust the shipping companies we work with to do their part. Unfortunately, it can sometimes happen that they lose a parcel or deliver it to the wrong address. We maintain a waiting period of 25 business days after shipment to make sure your order is not delayed. When you do not receive your order within this waiting period we consider your order lost in transit and we will offer you a solution.
Please contact us when you do not receive your order within 25 business days.

Will I need to sign for my order upon delivery? UK/EU
With our Standard Shipping option your order will be delivered in your mailbox. You won’t have to sign for your delivery.

With our Tracked shipping option you’ll have to sign for delivery. If you want to make sure you are home when the delivery service comes, please consult your tracking information.

US/CAN/AUS
You will need to sign for delivery. If you want to make sure you are home when the delivery service comes, please consult your tracking information.

My tracking code does not work. Now what? Sometimes it’s possible that your tracking code is not immediately activated after shipment. If your tracking information is not available two days after you’ve received shipping confirmation please contact us at info@casecompany.world.

I want to track my order. Is this possible? We offer tracking on all orders with the Tracked Delivery option selected. You will receive an email with all the tracking details when we ship your order.

Unfortunately we can only offer tracked shipping on orders with a shipping address in the EU, US, Canada and Australia.

We offer Standard shipping to most countries in the word.

The Standard shipping option does not include a tracking code.

My shipping address is outside the EU. Will I have to pay import taxes? Some countries outside the European Union may require import tax, duties and related Customs fees for the import. This cost is not covered in payments you made to us. These charges, if applicable, are determined and charged by the Customs office of the destination country. For further details of charges, please contact your local Customs office.

Billing

I think something went wrong during payment. How can I be sure everything went ok? When we receive payment we immediately send an email to the address you registered with confirming your order. If you did not receive an email from us and you were charged for our order please contact at info@casecompany.world .

Please be sure to check the Spam / Junk folder of the email you registered with us if you have not received any confirmation emails.

How can I pay for my order? We accept a variety of payment options. PayPal, Credit Card, Stripe and Bank Transfer.
We process and ship order after receipt of payment. If you choose to pay via bank transfer it could delay the processing of your order.

Making your own case

I want to upload my own images. What image format and resolution will give the best result? Our design tool supports .jpeg and .png formats. For a phone case we recommend a resolution of 2000×3000 pixels. For laptop sleeves and iPad cases we recommend a resolution of 4000×3000 pixels.
If your image is blurry or pixelated in the preview in the design tool, it will most likely be blurry and pixelated when it’s printed. So make sure you use high quality images.

I want to design my own smartphone case. How do I get started? We specialize in providing the option of designing your own phone case.
Follow these steps. You can get started here.

1. Selecting your device.
We have cases for over 200 devices. Select yours here. We try to offer as many devices as possible. If we don’t have a case for your phone let us know here.

2. Choose the type of case you want to design.
For smartphones we have up to 7 different options, each with their own characteristics, look and feel.

3. Start designing!
You can upload your own image from your computer or your social media account. You can add up to 10 photos in one collage. Finish off by adding a personal text or some emoji’s. You’re in control!

B2B

I want to buy a lot of cases. Can I get a bulk discount? We offer bulk discounts on orders starting from 10 cases. You can review all the information and discounts on our B2B page.

Need more info?

CaseCompany is part of MonkeyMonkey BVBA
You can find us at:
Wiedauwkaai 23F
9000 Gent
België

VAT number:
BE0549896463

You can mailen us at: info@casecompany.world.

Contact us