Help Center

The Shipping is always free, wherever you are!

We are aiming to have your order dispatched from our facility within 1-6 business days. However, please bear with us in case we are spending extra time in checking / perfecting your items, particularly during the peak season around the end of the year.

Furthermore, there will be chances that the item that you ordered may run out of stock though we are doing our best to avoid this from happening. We will definitely try to get you notified as soon as possible if that happens.

Please contact our customer service team if there is any question concerning the time to dispatch.

This depends on your location. It usually takes from 4 to 7 business days.You can check our “ DELIVERY TIME ” table by clicking hereYou can see the estimated shipping time based on each country 

1.⁠ ⁠Conditions for ExchangeProduct exchanges will only be accepted within 72 hours of receiving the order, as indicated by the delivery date in the tracking record, if applicable.

Exchange requests are valid only under the following conditions:

1.1. Defective or Damaged Product Upon Arrival:

If the product arrives damaged, the customer must contact us within 72 hours of delivery, providing clear photos of the defect to cookiecaseofficial@gmail.com.

If the request is approved, we will send a free replacement product at no additional cost to the customer. There is no need to return the damaged product: we will send the correct product directly to speed up the process.

1.2. Incorrect Model Sent by Cookiecase:

If we mistakenly send a different model than the one confirmed in the order, we will ship the correct model. The order confirmation will be the basis for verification.There is no need to return the incorrect product: we will send the correct product directly to expedite the process.

If the order confirmation shows that the model sent matches the order, no exchange will be accepted.

1.3. Incorrect Color or Design Sent by Cookiecase:

If we send a color or design different from what was indicated in the order confirmation, we will provide a free exchange with the correct product, without the need to return the incorrect item.IMPORTANT: in order to ensure fast exchange service for our customers, if you meet one of our exchange conditions ( 1.1 , 1.2 , 1.3 ), we will send the correct product without the customer sending back the wrong product to us, only if it meets one of the 3 conditions.

2.⁠ ⁠Exclusions from Exchange

Exchange for Incorrect Model Selected by the Customer: A free exchange by Cookiecase will not be accepted if the customer selects the wrong model.

Exchange for Personal Preference: We do not accept free exchanges by Cookiecase if the customer is dissatisfied with the product for aesthetic or personal reasons (e.g., color, design, quality, etc.).

All other reasons not covered in points 1.1, 1.2, and 1.3 will not be considered for an exchange.

Sure! We're 100% committed to making you happy. If you wish to return your item(s), please contact us with the reason of return, within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide the return instructions in details! Returns without prior communication with us will not be accepted. Returns made will be refunded in your original form of payment. If the payment was made using credit / debit card or bank account, there might be a lead time required by PayPal (our credit card settlement service provider) to set up the credit transaction with your bank.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

To be eligible for a return, your item must be in the same condition that you received it.You’ll also need the receipt or proof of purchase.

For US online orders, if you would like to return your item for exchange, please contact us within 10 days from receiving your order (according to the delivery date on the tracking record, if applicable), and we will provide you with a return label. Please note that no return label will be provided for retail store orders.

Damages and problemsPlease check your order upon receipt and contact us immediately if the item is defective, damaged, or if you have received the wrong item so that we can assess the problem and remedy it. Please check our free exchange policy.

Please note that customers are responsible for all the fees involved for returning items. Return packages remain the responsibility of the customer until it is received by our team. Therefore, it is recommended that the customer takes necessary precautions by using registered and traceable services when returning the package.

At Cookiecase, we offer two distinct options in case you're not satisfied with your order: a free product exchange and a refund.

Free Exchange Policy: If the product arrives damaged or if we send the wrong model, color, or design, we will provide a free exchange at no cost to the customer. In this case, there is no need to return the incorrect or damaged product.

Refund Policy: If you no longer want the product or change your mind, you are eligible for a refund. However, unlike the free exchange policy, the return shipping costs will be covered by the customer.

We apologize for any inconvenience, but we are unable to make modifications to existing orders. However, our customer service team will be happy to assist you with canceling the order if it has not been processed out yet, you can then proceed to place a new order. Please reach out to us within 12 hours using the email address of the order buyer and provide us with your order number for a smooth and efficient process.

If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.

Please be sure to open up all the boxes first. We normally pack 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us

We accept all Major Credit and Debit Cards as Amex, Visa, Mastercard, Maestro etc.

We also accept PayPal and PayPal 3-installments. You can also pay in interest-free installments with Shop Pay.