F.A.Q

How long for personalised items to be made and delivered?

Please note as all products are bespoke and handmade, your order will take up to 12-15 working days to be made and shipped. We will make sure to send you regular email updates along the way!

As theses designs are custom-made, please ensure that your personalisation is correct before placing your order.

Can I change the shipping address on my order?

Once an order has been processed, unfortunately we are unable to amend any details or make any changes. Please check your details are  correct before checkout. 

If you have any questions regarding your order, please contact us via email or the contact page and we will be happy to see if there is anything we can do to help!

How much is shipping?

UK standard delivery- £3.99 (12-15 working days) excludes public holidays.

International standard delivery- £12.99 (15-23 working days) excludes public holidays.

What is your returns policy?

If you would like to return your order for a full refund, simply return it within 14 days of the delivery date.

We hope you understand that personalised products (including phone cases and phone bead charms) are not able to be refunded or exchanged (unless faulty), however if you have a problem please do get in touch with our friendly customer service team who will do what they can to help.

To arrange an exchange or return, please email us at support@casegirls.co.uk or via our contact page. 

When will i get my refund?

Returns are processed within five working days of our warehouse receiving them. We will keep you posted- if you don't see us in your inbox, please check your junk or spam folder for updates on your return.

If you've not heard from us within 14 days of posting your return, please send us an email at support@casegirls.co.uk- we'll look into it and get you sorted as soon as possible. 

Please note it can sometimes take a few days for the refunded money to show in your account. 

Faulty items

In the unlikely event that you receive a faulty item, or your item develops a fault, please get in touch with our friendly customer support team who will be on hand to resolve any issues; support@casegirls.co.uk. 

Are there any items i can't return?

We're sorry to say that we cannot accept the return of personalised items, as they have been custom- made bespoke for you 

Are returns free?

Unfortunately you will have to cover the cost for your returns, however if the item is damaged/faulty we will cover the return fee.  

How can i personalise my items?

Any item that can be personalised will have a button above add to cart saying 'additional notes'. You can then choose your selected personalisation to create the perfect bespoke item!

Can i return my personalisation after i've ordered?

As these bespoke items have been made to your preferences, we do hope you understand that we are unable to accept any returns of personalised items unless they are faulty. 

For personalised items: in accordance with the Consumer Rights Act 2015, please be aware that even if you refuse the delivery, you will not be entitiled to a full refund. 

Please feel free to reach out if you have any questions or need any help we will be more then happy to help; Support@casegirls.co.uk