1. How do I know if my order has been processed?
You can check your order status directly from your personal account.
Once you’ve proceeded to your payment, you will also receive an email when your order has been accepted which means that our logistic team will start preparing it.
2. When will my order be shipped?
Once your order has been accepted, our logistic team will receive it within the hour.
If your purchase has been made before 9 AM (UTC+2), our team will be able to send it on the same day if it’s a working day.
If your order has been processed after 9 AM (UTC+2), it will be shipped on the next working day.
Our team works from Monday to Friday from 9 AM to 6 PM (UTC+2).
Once your order has been shipped, you will be informed and provided with the tracking number by email.
Please note that during sales or holiday season, orders can take more time to be processed.
3. Can I change or cancel my order?
Our logistic team works fast to provide the best performance. If your order hasn’t been processed yet, we will be able to cancel or change it for you. However, if our logistics team started packing your order, we won’t be able to cancel the order.
We invite you to check carefully if the products that are on your cart are all in the right color, model, and quantity, as wanted.
Please make sure you have provided us with the correct full delivery address before checking out.
4. What do I do if I received a defective order?
At Kasey, we make sure to control every item after production and before packing your order.
However, if despite all our precautions, a defective product has been sent by error, we sincerely apologize and invite you to contact us and to give us the following information:
– Purchase order number
– A description of the problem
– Pictures of the defective product
We will come back to you with details on how to proceed the return.
5. What are the shipping options?
You can choose a standard home delivery, an express home delivery or delivery to a pick-up point if it’s possible.
Delivery fees will be applied if the minimum amount of order for free delivery is not reached. They will be calculated when you check out.
We are currently working with Chronopost and Colis privé.
6. What are the international taxes, duties, etc., that I have to pay?
If delivery is made outside the European Union countries, any additional customs duties, taxes, or fees are payable by the customer to the local customs andtax authorities.
Before placing an order, we advise you to check with your local customs and tax authorities.
7. What do I do if I want to change a product that I have received?
In order to avoid any mistake regarding the model, please make sure to check your phone model before.
If you want to change a product, you will have to return the one you received (please check the return and refund policy page) and place a new order.
8. The tracking says my package is being returned to the sender, what do I do?
If the carrier couldn’t deliver the package, it means either he couldn’t reach you, there was a mistake in the address, the waiting time in locker expired (if you chose a relay point) or any other circumstance that made it unable to deliver the package.
If you realize soon enough that your package is being returned to us, you can try to contact the carrier immediately to give further information to help them deliver the package to you if it’s still possible. You can also send us an email to orders@kaseycases.com or contact@kaseycases.com and we will try to help you if possible.
Unfortunately, if there’s no possibility for the carrier to help you, the package will be returned to us and it may take more time than the shipping time. You will be able to check the progress with the initial tracking number.
Once we receive the package, you will have two options:
– If you still want to receive your order, please send us an email the moment you now the package is being returned to us, giving us all your correct information in order to deliver the package. If possible, we will send the package back but will have to charge you the shipping costs.
– If you do not want your order anymore, we will proceed with refund of your order, but all costs incurred (shipping cost, return cost, custom fees…) will be deduced from the total amount of your refund.
9. What is the return policy?
Please refer to the return and refund policy page.
10. How do I contact your company if my question isn’t answered here?
You can send your question to contact@kaseycases.com, we will be happy to help you.
