FAQs

1. What is your shipping policy?

We offer flat shipping rate of £1.99. All orders are processed within 1-2 business days and should arrive within 2-5 business days. We do not dispatch on weekends or public holidays.

2. How can I track my order?

Once your order has been dispatched, you will receive a confirmation email with a tracking number. You can track your order online within 24 hours of dispatch.

3. What should I do if my order arrives damaged?

If your order arrives damaged, please contact us immediately at support@buycases.co.uk. Provide your order number and a photo of the damage so we can assist you in resolving the issue.

4. What is your returns policy?

We accept returns within 14 days of delivery. To be eligible for a return, items must be unused, with tags attached, and in their original packaging. A proof of purchase is required. Refunds will be issued for the order amount, excluding shipping costs.

5. How do I initiate a return?

To initiate a return, please contact us at support@buycases.co.uk. We will guide you through the return process once your request is accepted.

6. Can I exchange an item?

To exchange an item, please return the original item first. Once your return is accepted, you can place a new order for the desired item.

7. Are there any non-returnable items?

Currently, all items are returnable as long as they meet the conditions outlined in our policy. However, sale items and gift cards are non-returnable.

8. What is the EU Cooling Off Period?

Customers within the European Union are entitled to a 14-day cooling-off period, allowing returns without the need for justification, subject to our standard return conditions.

9. Can I cancel my order?

Orders can be cancelled for any reason during the lead time. However, once an order is processed and dispatched, it cannot be cancelled. To request a cancellation, please contact us via email. If eligible, a full refund will be issued, including any shipping fees.

10. How long does it take to process refunds?

Once we receive and inspect your return, we will notify you about the status of your refund. Approved refunds are processed within 10 business days. Please allow additional time for your bank to complete the transaction.