Frequently Asked Questions
Everything you need to know about ordering, shipping and returns at KASEO.
Ordering & Payment
How do I place an order?
Choose your case, select your phone model, and check out — no account required. You'll receive an order confirmation by email as soon as your payment goes through.
Can I change or cancel my order after placing it?
Contact us straight away at contact@shopkaseo.com. Because every case is made to order, we can only make changes before production begins — once it's started, we're unable to modify or cancel.
What payment methods do you accept?
We accept all major credit and debit cards, along with any other payment methods shown at checkout.
Is my payment information secure?
Yes. All payments are processed securely through Shopify's encrypted checkout — we never see or store your full card details.
Shipping & Delivery
How long does production take?
Every KASEO case is made to order, so please allow 2–7 business days for production before your order ships. This can take slightly longer during busy or promotional periods.
How long will delivery take?
Once dispatched: 2–5 business days for local/regional delivery, and 10–30 business days for international delivery. Occasionally, customs or logistics delays beyond our control can push this a little longer.
Do you ship worldwide?
Yes — we ship to customers everywhere. If checkout doesn't show your country, email us at contact@shopkaseo.com and we'll do our best to help.
Will I be charged customs or import fees?
Possibly, if you're ordering from outside the EU. These charges are set by your local customs authority and aren't included in our prices — we recommend checking with them before you order.
How do I track my order?
You'll get a shipping confirmation email with tracking information once your order leaves production. Please allow up to 48 hours for tracking to update.
Returns & Refunds
Do I need to send anything back?
No — we operate a no-physical-return policy. Every refund request is handled entirely by email.
Can I cancel if I simply change my mind?
If you're in the EU or UK, yes — you have the legal right to cancel within 14 days of receiving your order, no reason required. Use our withdrawal form or email us, and we'll refund you in full, including standard delivery, with nothing to send back. Outside the EU/UK, change-of-mind refunds aren't available since every case is made specifically for you — only damaged, wrong or lost items are covered.
My order arrived damaged or wrong — what do I do?
Email contact@shopkaseo.com within 14 days of delivery with your order number, a short description, and clear photos or a short video of the issue. Once verified, we'll send a free replacement or a full refund — your choice.
My order hasn't arrived — what now?
Get in touch once the estimated delivery window has passed and we'll track it down, or arrange a reshipment or refund if it's confirmed lost.
How long does a refund take once approved?
You'll be refunded automatically to your original payment method within 14 days of approval. Please allow extra time for your bank to process and post it.
Product & Care
Will the case fit my exact phone model?
Yes — every case is designed specifically for your device model, including the latest releases, so all buttons, ports and cameras stay fully accessible.
Are your cases MagSafe compatible?
Our MagSafe cases have magnets built in for a secure snap to any MagSafe charger or accessory. Look for "MagSafe" in the product title to confirm compatibility.
How do I clean my case?
Wipe with a soft, slightly damp cloth. Avoid harsh chemicals or abrasive cleaners, which can affect the finish over time.
Contact & Support
How can I get in touch?
Use our contact form or email us directly at contact@shopkaseo.com — we aim to respond within 1–2 business days.
Where can I read your full policies?
Our Shipping Policy, Refund Policy, Privacy Policy and Terms of Service are linked at the very bottom of every page.