Help & Service

 

Placing Orders

What payment methods are accepted?

At Case-Mate we try to offer you as many local payment options as possible. We are constantly updating and looking for the newest and easiest payment method for you. We also accept all major credit cards and we offer a checkout using PayPal express.

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How much will it cost to ship my order?

Quick shipping (1-2 business days) is available to the UK and is offered at a charge of £2.00

Tracked UK shipping (2-3 business days) is offered at a charge of £2.95

Expedited UK shipping (1 business day) is offered at a charge of £5.95

Expedited EU shipping (2-3 business days) is offered at a charge of €14.95

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How do I know my order went through?

Each order is confirmed to the email address you provide to us when the order is placed.

If you did not receive an email confirmation please check your SPAM folder. Also, if you checked out using PayPal, the email will be sent to the email address you have associated to that account.

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How do I know when my order has shipped?

Each order receives an email when the shipping label is generated and your order is ready to ship.

If you did not receive an email confirmation, make sure you try check your SPAM folder. Also, if you checked out using PayPal, the email will be sent to the email address you have associated to that account. It may be different than what you entered on Case-Mate.co.uk/ Case-mate.eu.

If you need to cancel your order please see our cancellation section.

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Can't find your answer?

If you still can't find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

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Shipping Details

When will my order ship?

All in-stock items will ship the same business day. We ship product Monday - Friday, so as long as your order is placed before 12PM, your product will be shipped the same day you order it.

There are some exceptions:

Custom orders- such as the Design Your Own cases are made to order and require at least 3 to 5 days in production before shipping. Please note that selecting a faster shipping method does not speed up the production time - just the shipping time.

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How will my order ship? What are my options?

*Please be aware that all Design Your Own cases will take an additional 3-5 days on the times listed below. We will try to clarify this on any item ordered which has this constraint.

STANDARD SHIPPING

Please allow up to 3-5 business days for delivery.

QUICK SHIPPING

Please allow 1-2 business days for delivery.

TRACKED UK SHIPPING

Please alllow 2-3 business days for delivery.

EXPEDITED UK SHIPPING

Please allow 1 business day for delivery.

EXPEDITED EU SHIPPING

Please allow 2-3 business days for delivery.

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Why can't I track my order?

All our orders ship with Royal Mail Standard Service who do not provide order tracking as an option so we, unfortunately, cannot provide any tracking to you.

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Can't find your answer?

If you still can't find your answer, please submit a support request and we will do our very best to answer any questions you may have.

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Returns

What is the Case-mate return or exchange policy?

At Case-Mate, we pride ourselves in our Customer Satisfaction Guarantee. You may return any item(s) purchased from case-mate.co.uk or case-mate.eu for any reason within the first thirty (30) days from the day after the date of delivery. You can submit a return request or a right to cancellation in writing by submitting a support request. We will gladly exchange your product (equal or lesser value), or give you a full refund (minus any expedited shipping charges). Please note that this does not apply to any Custom Orders such as the Design Your Own cases.

The returned item(s) must be sent back in its original packaging and returned in the same new condition as when it was sold to you, including all packaging, parts, accessories, manuals, and documentation. We do not charge re-stocking fees. Your only cost for returning the item(s) is the cost of shipping your product back to us.

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What is Case-Mate's warranty policy?

Case-mate offers a 1 Year Limited Warranty on all products sold.

Our products are fully guaranteed against defects in materials or workmanship for 1 year. Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse of the product. Case-Mate is not liable for any indirect, incidental, or punitive damages arising from the use of our products, this includes the replacement or repair cost of any electronic device.

We are happy to replace a defective product for you. Product replacements are only covered by the warranty of initial purchase and do not extend the length of your warranty. If there is any problem with a warranty replacement, please let us know as soon as you receive the item so we may issue an additional replacement. There may be occasions when a replacement product is no longer available as the product is no longer manufactured or available. If this occurs, Case-Mate will offer an alternate product of equal or lesser value. We do not offer refunds or store credit as a resolution to any warranty claim.

Please note if you choose to purchase a Case-Mate product somewhere other than Case-Mate, please take care to purchase your item from an authorised Case-Mate reseller. You deserve the best quality and service we can offer. If you need to return the item(s), please return to the original reseller for a refund or exchange. We are unable to assist you in returning an item that was not purchased on our site.

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How do I return an item?

We are happy to assist you with a return. If you would like to return or exchange an item purchased from Case-Mate, please submit a support request for a Return Merchandise Authorisation number (RMA#).

Return guidelines:

  • The returned merchandise must be sent back in its original packaging and be in the same new condition as when it was sold to you, including all packaging, parts, accessories, manuals, and documentation. We do not charge re-stocking fees. Your only cost for returning the item(s) is the cost of shipping your product back to Case-Mate.
  • Your RMA is valid for 30 days
  • We highly recommend using a shipping method that offers tracking as this will help us determine the timeframe of your return.
  • We will gladly issue a replacement for your defective item. Depending on the issue, and to verify the claim, you may be asked to return the item to Case-Mate (at our expense), or we might ask you for evidence of the defect through a photograph to expedite the warranty claim process.
  • • Please allow 3-5 business days for your claim to be processed. Once your claim is approved, your warranty replacement will be shipped.

Exchange Guidelines:

  • Exchange orders are processed within 3 - 5 business days once the returned item is received
  • If you are exchanging an item and prefer not to wait for the item to be processed by Case-Mate, please place a new order for the replacement item and we can process the original order being returned as a refund.
  • Once the item is received, your refund, will be processed within 2 -3 business days. If you are expecting a refund, we will issue the refund back to the appropriate account based on the original method of payment. Please understand that it may take 5 - 7 business days for the bank to process the credit to your account.

Please send your item to Case-Mate, Unit 44 Barwell Business Park, Leatherhead Road, Chessington, KT9 2NY.

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How do I return an item if I did not purchase it on Case-Mate?

If you purchased the item(s) from an authorised reseller or distributor and the product is defective, please return the product to the reseller for an exchange or refund. If you are unable to obtain an exchange, please submit a support request for instructions on filing a reseller warranty claim.

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Can I return a custom order?

Custom orders such as the Design Your Own cases are one of a kind and unique to you and are therefore are not returnable. Please submit a support request and we will be happy to answer any questions you have about your order.

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If my device gets dropped does the Case-Mate warranty cover damage to my device?

Our official policy states: All Case-Mate products are fully guaranteed against defects in materials or workmanship. Our guarantee does not cover product damages that may have resulted from normal wear and tear or misuse/abuse of the product. Case-Mate is not liable for any indirect, incidental, or punitive damages arising from the use of our products, this includes the replacement or repair cost of any electronic device.

Our cases are designed with impact resistance in mind and we offer different levels of protection for your device. We want to help you protect your device, however any time a device is dropped, even from the smallest heights, there is a risk of damage. There is not a case on the market, from any case manufacturer, that can guarantee 100% protection, so make the best case choice for your lifestyle!

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Additional Information?

For any orders returned to Case-Mate due to incorrect or missing address information the shipping fees are non-refundable. Additional shipping charges will apply to re-ship the item(s) to the correct address.

Orders refused by the recipient without an RMA number, previously informing Case-Mate and/or returned to Case-Mate for non payment of Customs Duties and Taxes are non refundable. Please see our above section on returning items for further information.

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Can't find your answer?

If you still can't find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

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Cancellation Policy

How do I stop an order I made?

We process and ship orders very quickly, so please contact us as soon as possible if you want to cancel an order. We will do our best to stop the order or make the needed changes but please understand that sometimes orders can't be stopped once they have been processed in the fulfilment centre.

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My order shipped and I want to cancel

In the event we are unable to stop the order, we can of course offer you a return service. To request this, please submit a support request for a Return Merchandise Authorisation number (RMA#). For further information please see our Returns section.

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I ordered by mistake

In the case of an incorrect order, we will gladly help you place the correct order and provide you all the details you need to return the item that was ordered incorrectly. We will do our best to make it as easy as possible.

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Can't find your answer?

If you still can't find your answer, please submit a support request and we will do our very best to answer all the questions you may have.

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