Welcome to CAELUXA Support.
Have a question about your order, choosing a phone case, or shopping with us? You'll find answers to our most frequently asked questions below. If you need further assistance, our team is here to help.
1. Products & Phone Compatibility
Q: What products does CAELUXA offer?
CAELUXA offers phone cases in a variety of styles, designs, and functional options. Depending on the product, our collection may include magnetic cases, card-holder cases, eco-conscious options, and customizable designs.
Q: How do I make sure a case fits my phone?
Before placing your order, carefully check the compatible phone model and available options on the product page. Different phone models can have different dimensions and camera layouts, so selecting the correct model is important.
Q: Will my case look exactly like the product images?
We aim to represent our products as accurately as possible. Actual colors and the appearance of a design may vary slightly depending on your screen settings and the production process.
Q: Are all phone cases customizable?
Customization is available only on products that specifically offer it. Please check the individual product page for the available options and instructions before ordering.
2. Custom Designs
Q: Can I create my own phone case design?
If a product offers customization, follow the instructions provided on its product page to personalize your case. Available options may vary by product and phone model.
Q: Can I change my design after placing an order?
Our products may enter production shortly after an order is submitted. Contact us as soon as possible if you need to request a change. We cannot guarantee changes once production has started.
Q: Can I upload any image or artwork?
Please use artwork that you own or have permission to use. Designs that infringe another person's copyright, trademark, or other rights may not be accepted.
3. Orders & Payments
Q: How do I place an order?
Browse our collection, select your preferred product and compatible phone model, choose any available options, and add the item to your cart. Review your order and shipping information before completing checkout.
Q: What payment methods can I use?
The payment methods available to you will be displayed during checkout. Available options may depend on your location and the payment providers supported by our store.
Q: Can I cancel or change my order?
Please contact us as soon as possible if you need to request a cancellation or change. Because our products are made to order, changes and cancellations may not be possible after production begins.
Q: Will I receive an order confirmation?
After successfully placing an order, check the email address you provided at checkout for your order confirmation. Please also check your spam or junk folder if you cannot find it.
4. Shipping & Delivery
Q: Where do you ship?
Available shipping destinations and options are displayed at checkout. Please enter your complete shipping address to see the options available for your order.
Q: How much does shipping cost?
Shipping charges depend on the product, destination, and available shipping method. Your applicable shipping cost will be displayed at checkout before you complete your purchase.
Q: How long will my order take to arrive?
Your order needs to be produced before it can be shipped. Total delivery time includes both production and transit, and can vary depending on the product, destination, and carrier.
Please refer to the estimated delivery information shown on the relevant product page or at checkout, where available.
Q: How can I track my order?
When tracking information is available, it will generally be provided through your shipping notification. Use the tracking link to check the latest shipment updates.
Q: What if my order is delayed or hasn't arrived?
Please check your tracking information first. If your order appears lost or has not arrived within the expected delivery window, contact us with your order number so we can investigate.
Please note that tracking updates and delivery dates may be affected by the shipping carrier.
5. Returns, Replacements & Refunds
Q: Do you accept returns if I change my mind?
No. Because our products are made to order, we do not accept returns or exchanges for change of mind, choosing the wrong phone model or color, or ordering an item by mistake, except where required by applicable law.
Please carefully review your selections before completing your purchase.
Q: What if my product arrives damaged or defective?
We're here to help. Contact us within 30 days of delivery and provide your order number, a description of the issue, and clear photographs showing the damage, defect, or incorrect item.
We'll review your claim and determine the appropriate resolution. Eligible cases may qualify for a replacement, reprint, or refund. A return of the affected item is generally not required for qualifying Printify claims.
Q: What if I receive the wrong product?
If you receive an item that differs from what you ordered, please contact us within 30 days of delivery. Include your order number and clear photographs of the product received so we can investigate.
Q: How long do refunds take?
If a refund is approved, the processing time depends on the payment provider and your bank. We'll communicate the applicable refund details when your request is reviewed.
For more information, please read our Return Policy.
6. Contact & Customer Support
Q: How can I contact CAELUXA?
Visit our Contact page and use the contact form to send us your question. Please include your order number if your inquiry concerns an existing purchase.
Q: What should I include when reporting an issue?
To help us assist you efficiently, please include:
- Your order number
- The email address used at checkout
- A brief explanation of the issue
- Clear photographs, where relevant
Please do not send payment-card details or passwords.
Still Have Questions?
We want your shopping experience with CAELUXA to be straightforward and enjoyable. If you can't find the answer you're looking for, please visit our Contact page and send us a message.
Thank you for choosing CAELUXA.
CAELUXA — Your Style. Your Story. Your Case.