FAQ

Contact Customer Service

Q1: How can I contact your customer service?
A1: Contact our customer service at info@caseonline.se

Q2: I can't place an order. Can you help me?
A2: Absolutely, please write to us at info@caseonline.se and we will assist you.

Q3: I haven't received a response to my email, when can I expect an answer?
A3: We strive to answer all inquiries within 48 hours. Note that if you send a new response to your own email, you will be placed at the end of the queue and the response time may be extended.

Orders

Q1: Have you received my order?
A1: We send an order confirmation to the email address provided at the time of purchase within a few minutes after the order has been completed. If you have not received a confirmation within an hour, it may be due to technical problems or an incorrect email address. Please contact us and we will resolve it.

Q2: Can I change or cancel an order?
A2: Unfortunately, this is rarely possible as all orders are automatically sent to packing for the fastest possible delivery. Contact our customer service and we will see what we can do.

Q3: To which countries can I order?
A3: Orders on the Swedish CaseOnline store are only shipped to delivery addresses within Sweden. For delivery to countries outside of Sweden, please order via the webshop for the respective country, which can be found in the upper menu on the homepage of our store.

Q4: Do you have any discount codes?
A4: We only issue discount codes in connection with certain campaigns and to newsletter subscribers.

Delivery

Q1: What does the shipping cost?
A1: We always offer a free shipping option for all orders within Sweden, regardless of amount or size. You can also choose delivery to a pickup point for an extra fee at checkout. All delivery options and their costs are listed at checkout before you complete the purchase.

Q2: How long is the delivery time?
A2: The delivery time depends on the shipping method you choose, and an estimated delivery time is provided at checkout. Orders sent on weekdays before 14.00 are usually sent the same day.
For products that are not in stock or on the way, the delivery time may vary. Stock status and delivery time are indicated on each product page and category. Contact customer service if you have questions about your order.

Q3: How is my order shipped?
A3: In most cases, we ship with Postnord, depending on the shipping method you chose at checkout before completing the purchase.

Returns, Exchanges, and Complaints

Q1: I received the wrong product, what should I do now?
A1: Sorry about this, please contact our customer service and we will assist you immediately.

Q2: How do I return a product to you?
A2: You always have a 30-day right of withdrawal on your order. Detailed information on how to make a return can be found here.

Q3: Can I exchange a product I bought?
A3: Of course, you can exchange a product you bought! Detailed information on exchanges can be found here.

Q4: I want to return a product I bought at a reduced price, can I do that?
A4: Yes, you can return a product that was purchased at a reduced price. The right of withdrawal applies as usual.

Q5: When will my return be processed?
A5: All returns are processed within 10 working days from the time we received them.

Q6: Can I complain about a product I bought?
A6: Contact our customer service at info@caseonline.se for complaint instructions.

Q7: Do you have an open purchase policy?
A7: Yes, we have a 30-day open purchase from the time you received the shipment.

Payment

Q1: What payment methods can I choose from?
A1: We offer invoice, installment, card payment, Swish, Apple Pay. All payment methods are free of charge (a setup fee may be added for installment purchases).

Q2: Is it safe to shop with you?
A2: Yes, our website is encrypted and we only use secure payment options from established payment services such as Nets.

Q3: I can't find my invoice, can you send a new one?
A3: For security reasons, we do not have access to your payment information. Please contact Nets customer service for help with your invoice or call: 08 527 525 12.

Security and Personal Data

Q1: Are my personal data protected?
A1: We never share your personal data with unauthorized parties and only use them to ensure your order. You can find our Cookie and Privacy Policy here.

Other

Q1: Do you have a physical store?
A1: No, we are only online. Our website is open 24 hours a day, 7 days a week to always be available to you!

Phone Model, Tablet, Smartwatch

Q1: I don't know what model my device is. Can you help me?
A1: See our guide on how to identify your phone, tablet, or smartwatch here.
Contact us if you still have not managed to identify your device.

Accessories

Q1: What cases and accessories fit my device?
A1: See our guide on how to identify your phone, tablet, or smartwatch here.
Contact us if you still have not managed to identify your device.