FAQ

1. How do I know if my order has been processed?

You can check the status of your order directly from your personal account.

Once you have completed payment, you will also receive an email informing you that your order has been accepted, which means that our logistics team will begin preparing it.

2. When will my order be shipped?

Once your order is accepted, our logistics team will receive it within the hour.

If your purchase was made before 9 AM (UTC+2), our team will be able to send it the same day if it is a business day.

If your order was processed after 9am (UTC+2), it will be shipped the next business day.

Our team works Monday to Friday from 9am to 6pm (UTC+2).

Once your order has been shipped, you will be notified and receive the tracking number by email.

Please note that during sales or holiday periods, order processing may take longer.

3. Can I modify or cancel my order?

Our logistics team is working quickly to deliver the best possible service. If your order has not yet been processed, we can cancel or modify it for you. However, if our logistics team has started packing your order, we will not be able to cancel it.

We invite you to carefully check that the products in your shopping cart are all the correct color, model and quantity, as you wish.

Please ensure that you have provided us with the complete and correct delivery address before placing your order.

4. What should I do if I received a defective order?

At Kasey, we take care to inspect every item after production and before packaging your order.

However, if despite all our precautions, a defective product has been sent by mistake, we offer our sincere apologies and invite you to contact us and provide us with the following information:

– Order number

– A description of the problem

– Photos of the defective product

We will get back to you with details on how to proceed with the return.

5. What are the shipping options?

You can choose standard home delivery, express home delivery or delivery to a collection point if available.

Shipping fees will apply if the minimum order value for free shipping is not met. These fees will be calculated at checkout.

We currently work with Chronopost and Colis privé.

6. What international taxes, customs duties, etc. do I have to pay?

If delivery is made outside the European Union countries, all additional customs duties, taxes or fees are the responsibility of the customer and must be paid to the local customs and tax authorities.

Before placing an order, we advise you to check with your local customs and tax authorities.

7. What should I do if I want to exchange a product I received?

To avoid any model errors, please check your phone model before using it.

If you wish to change the product, you will need to return the one you received (please see the Return and Refund Policy page ) and place a new order.

8. Tracking shows my package is returned to sender, what should I do?

If the carrier was unable to deliver the package, this means that they were unable to reach you, there was an error in the address, the waiting time in the locker had expired (if you chose a relay point) or any other circumstance that caused them to be unable to deliver the package.

If you realize fairly quickly that your package has been returned to us, you can try to contact the carrier immediately to give them additional information to help them deliver the package to you, if that is still possible. You can also email us at orders@kaseycases.com Or contact@kaseycases.com and we will try to help you as much as possible.

Unfortunately, if the carrier is unable to assist you, the package will be returned to us and may take longer than the shipping time. You will be able to check the progress of the package using the original tracking number.

Once we receive the package, you will have two options:

– If you still wish to receive your order, please email us as soon as you know the package is being returned to us, providing all your correct information so we can deliver the package to you. If possible, we will resend the package to you, but we will have to charge you for the shipping costs.

– If you no longer wish to receive your order, we will refund your order, but all costs incurred (shipping costs, return costs, customs fees, etc.) will be deducted from the total amount of your refund.