How can we help?

Support Hours

9 – 5pm BST (Mon-Friday)

Important Stuff

FAQ

 

Which payment method do you accept?

You can pay with all major Debit and Credit Cards (MasterCard, Visa, AmEx, etc.). We use Stripe to securely process and protect your card details.

How do you process payments?

We use Stripe to securely process all payments. Your card details are never shared with us. All the information required to process a payment is sent directly to Stripe, using a secure SSL connection. We only receive confirmation of payment from Stripe and the last 4 digits of your card.
 
Stripe also carries out fraud checks on every transaction.

Is your payment process secure?

Absolutely! We DON’T store any card details or any other sensitive data you have used to make payments on our server.
 
We use the HTTPS protocol to provide a secure connection. All pages are served, using a valid and trusted SSL certificate (see the green padlock on your browser’s address bar).

I’m having problems making a payments, what can I do?

Please get in touch with us via our contact us page with as much information as possible, and we will try to resolve it for you as soon as we can.

When does my order gets processed?

Custom orders require design approval (if you requested proof). If not, we will try to process your order the same day or next working day. We are off during the weekends and any public holiday here in the UK.

Can I modify my order after I paid for it?

We try to process your order as quickly as possible. If you would like to modify your order, please contact us immediately. If the package is sealed or has been passed to our shipping partner, then we won’t be able to modify your order. Please get in touch ASAP.

Do you ship worldwide?

Yes, we ship worldwide using Royal Mail International Standard shipping service, unless you’ve bought Signed + Tracked service.

How much does shipping cost?

You can find the latest shipping price during checkout. Where possible we will always try to offer free shipping.

How long does the shipping take?

Within the UK it will take 2-3 working days (free service), for 1st class service Royal Mail aims to deliver the package next working day. For EU/US, it takes around 7-10 working days, and for rest of the world may take up to 3 weeks.

My order has arrived but an item is missing, what’s next?

Your order may still be waiting at customs clearance. Please check with your local postal service.
 
If you have ordered more than 2 cases, they may arrive at different times. Our shipping packages can carry a maximum of 2 cases.
Please get in touch (using contact us form below):
 
UK > it has been more than 5 working days after dispatch
EU > it has been more than 10 working days after dispatch
USA > it has been more than 12 working days after dispatch
Rest of the World > it has been more than 4 weeks after dispatch

Is there any bulk buying discount?

If you are interested in buying over 100 cases, please get in touch with us using our contact us page.

Do you work with bloggers and reviewers?

Yes, we work with bloggers and reviewers. If you’re a big deal online (run a popular Blog, Instagram account, YouTube Channel, or Twitter account) please get in touch with us, using the contact us form.
 
We receive many requests every day, and we read them all. If we haven’t contacted you within 2 weeks of your form submission, it probably means your audience is not a good fit for our product at this time.

Which cases can I customise?

We offer hundreds of customizable cases. Generally, if the product page has a text input box that means it’s a custom product.

Are your phone cases hard or soft?

We sell many different types of case. Our default case is the hard lightweight plastic case. You can swap to Flexible TPU, Tough Hybrid, 3D or Folio case using the dropdown menu (for many designs not all types of case is offered due to design restrictions).

Are they real marble/gold case?

Unfortunately not, we print the marble/gold pattern on a blank case.

Secure Shopping

At CrayCases, we are dedicated to providing a safe and secure shopping experience. We have set strict security protocols in place to protect your sensitive data. We only collect and access the information we need to process your order.
 

HTTPS (SSL) Connection

 
All our pages are served, using a secure HTTPS connection, not just the checkout page. HTTPS connections encrypt all communication between you and our server with 128-bit encryption. You can click on the green padlock on your browser’s address bar to access more information.
 
We also use dedicated servers and not shared hosting. This is monitored 24h a day by GoDaddy, our hosting provider.
 

Secure Payments

 
On top of using SSL certificate, we use Stripe to handle all payments. This way, your card details are never stored on our server. When you are filling in your card details, it connects directly to Stripe’s server for processing your card.
 
If the payment succeeds, then Stripe sends a confirmation to our server with the last 4 digits of your debit/credit card number. We process your order, once we receive confirmation from Stripe.
 
If you have further questions or want to learn more about how we protect your data, please contact us here.

Terms & Conditions

 

Summary of our Terms & Conditions:
 
– By placing an order through CrayCases.com, you declare you are over the age of 18 or have your parents’ / legal guardian’s consent to order from us.
 
– You further declare you agree with our terms and conditions. In addition, you understand and accept our Returns & Refund Policy.
 
– Any private information we obtain because of your use of CrayCases.com will be administered by us, and we will be accountable for this information.
 
– All occurrences beyond our control will be judged as Act of God (See below).
 
– Prices are subject to change and are set at the date and time your order is made.
 
– All orders made through CrayCases.com are charged in US Dollars.
 
– We use US Dollars as our base currency. Your bank may charge a different exchange rate, conversion, and foreign transaction fee, depending on your country and your bank’s policy.
 
– By ordering from CrayCases.com, you agree that all fees and shipping costs are final.
 
– You understand that any payment information you submit is transmitted over secure SSL encryption and is never stored on our server.
 
– You further agree with the information you provide to us to fulfill your order request is accurate, as we won’t be responsible for shipping to the wrong address if the error was made by you.
 
– Depending on where you order is delivered, local charges may occur. You are responsible for these charges.
 
– We (CrayCases.com) reserve the right to alter any information, without prior notice.
 

Full Terms & Conditions

 
This section contains our full terms and conditions.
 
Please read carefully, before making orders from CrayCases.com.
 
By ordering from CrayCases.com, you understand and acknowledge you are bound by our terms and conditions.
 
By placing an order through CrayCases.com, you declare you are over the age of 18 and have your parents’ / legal guardian’s consent to order from us, and you agree to these terms and conditions, applicable on all past and future sales or supply of our products.
 
Your statutory rights are not affected by agreeing to these conditions.
 
You further agree that the information you provide to us to fulfill your order request is accurate, as we won’t be responsible for shipping to the wrong address if the error was made by you.
 
No other terms or alterations to these terms and conditions will be accepted by us as binding unless consented to in writing.
How we Handle Your Private Information
 
Any private information we obtain through your use of CrayCases.com will solely be used by us, and we will maintain this information.
The private information we obtain from you is used strictly to process and deliver your order, carry out credit assessment, and to inform you of offers and deals on our website.
 
All private information we obtain from you will only be used by us, and we will never sell or share your private information with third parties.
 
You may view any information we hold of you.
 
You may request that we delete or alter any information we hold of you.
 

Explanation of “Act of God”

 
Any occurrences, which fall under impossibility, impracticability, or proven to be unforeseeable, are Act of God.
 
This means any issues that arise due to Act of God, we cannot be held responsible to rectify them (but we will do our best to help you).
 
Examples of Act of God occurrences are government actions or omissions, new or amended legislation, conflicts, embargo, fire or flood, sabotage, accidents, war, coups, natural disasters, strikes or suppliers/partners, who can no longer deliver.
 
Also included in this are government decisions, which affect products and the market, for example, restrictions, warnings, bans, and seizures.
 

Our Payment Policy

 
Any products ordered through us will remain our full property until final payment is made.
 
All prices are subject to change and are set at the date and time your order is made.
 
By confirming your order, you recognise our shipping costs and all payment fees.
 
Any persons under the age of 18 must have their parents’ / legal guardian’s consent to order from us.
 
Any payment transferred through us is administered and transacted via a third party dedicated gateway, which guarantees your safety when ordering.
 
We do not store full card details on our server, and all card details are sent over SSL encryption to our chosen payment gateway provider, who is responsible for processing your payment.
 
By ordering from us, you are bound by the terms and conditions of our payment gateway, as they process all our transactions. You can access and read Stripe’s Terms & Conditions from their website stripe.com.
 
We use Stripe as our payment processor. If you use Stripe’s base currency EUR, GBP, USD, DKK, NOK, SEK, and Group 2 currencies from here, you may not have to pay currency conversion fee (but please check here), but Foreign Transaction Fees may still be applied by your bank (depending on the bank’s policy).
 

Local Taxes

 
You are responsible for any local charges, such as sales taxes or customs duty, which may occur in your region, depending on your local laws and customs.
 

How we Use Cookies

 
You can read our cookie policy by going to the top of the page and and clicking on “Cookies Policy”.

Returns & Refund Policy

Customers are the heart of everything we do, and your 100% satisfaction remains our highest priority.
 
If something isn’t right with your order, we will do our utmost best to resolve any problems or issues you may have, and we will make sure you are 100% satisfied.
 
If you are not happy with your items and want to return your order, please get in touch with us within a week of receiving it. To make the process faster, we ask that you take a picture of the item for authentication and include it with your initial contact.
 
You can return your order for any of the following reasons:
 
– It’s damaged upon delivery
 
– It has faults
 
– We have made a mistake
 
You’ll be responsible for the accuracy of all data provided during checkout, including ordering items, billing and shipping address. Extra processing, replacement or shipping costs may apply to fix issues resulted from inaccurate data provided by you.
 
The returned items must be without any damage, we suggest you reuse what we have used or similar packaging for protecting the items from accidental shipping damages. We will issue a refund once the items have been received and inspected. We will do our best to make sure everything is completed as quickly as possible and that you are kept in the loop throughout the processes.
 
For shipping the items we suggest you use similar service to what we have used, as the item will remain your responsibility until it has been received by us.
 
Personalised item(s) are not returnable (as they cannot be resold).
 
We remain committed to providing you 100% satisfaction.

Cookie Policy

 

What Are Cookies
 
As is common practice with almost all professional websites this site uses cookies, which are tiny files that are downloaded to your computer, to improve your experience. This page describes what information they gather, how we use it and why we sometimes need to store these cookies. We will also share how you can prevent these cookies from being stored however this may downgrade or ‘break’ certain elements of the sites functionality.
 
For more general information on cookies see the Wikipedia article on HTTP Cookies.
 
How We Use Cookies
 
We use cookies for a variety of reasons detailed below. Unfortunately, in most cases, there are no industry standard options for disabling cookies without completely disabling the functionality and features they add to this site. It is recommended that you leave on all cookies if you are not sure whether you need them or not in case they are used to provide a service that you use.
 
Disabling Cookies
 
You can prevent the setting of cookies by adjusting the settings on your browser (see your browser Help for how to do this). Be aware that disabling cookies will affect the functionality of this and many other websites that you visit. Disabling cookies will usually result in also disabling certain functionality and features of this site. Therefore it is recommended that you do not disable cookies.
 
The Cookies We Set
 
Account related cookies
 
If you create an account with us then we will use cookies for the management of the signup process and general administration. These cookies will usually be deleted when you log out however in some cases they may remain afterward to remember your site preferences when logged out.
 
Login related cookies
 
We use cookies when you are logged in so that we can remember this fact. This prevents you from having to log in every single time you visit a new page. These cookies are typically removed or cleared when you log out to ensure that you can only access restricted features and areas when logged in.
 
Email newsletters related cookies
 
This site offers newsletter or email subscription services and cookies may be used to remember if you are already registered and whether to show certain notifications which might only be valid to subscribe/unsubscribed users.
 
Orders processing related cookies
 
This site offers e-commerce or payment facilities and some cookies are essential to ensure that your order is remembered between pages so that we can process it properly.
 
Surveys related cookies
 
From time to time we offer user surveys and questionnaires to provide you with interesting insights, helpful tools, or to understand our user base more accurately. These surveys may use cookies to remember who has already taken part in a survey or to provide you with accurate results after you change pages.
 
Forms related cookies
 
When you submit data to through a form such as those found on contact pages or comment forms cookies may be set to remember your user details for future correspondence.
 
Site preferences cookies
 
In order to provide you with a great experience on this site, we provide the functionality to set your preferences for how this site runs when you use it. In order to remember your preferences, we need to set cookies so that this information can be called whenever you interact with a page is affected by your preferences.
 
Third Party Cookies
 
In some special cases, we also use cookies provided by trusted third parties. The following section details which third party cookies you might encounter through this site.
 
This site uses Google Analytics which is one of the most widespread and trusted analytics solutions on the web for helping us to understand how you use the site and ways that we can improve your experience. These cookies may track things such as how long you spend on the site and the pages that you visit so we can continue to produce engaging content.
 
For more information on Google Analytics cookies, see the official Google Analytics page.
 
Third party analytics are used to track and measure usage of this site so that we can continue to produce engaging content. These cookies may track things such as how long you spend on the site or pages you visit which helps us to understand how we can improve the site for you.
 
As we sell products it’s important for us to understand statistics about how many of the visitors to our site actually make a purchase and as such this is the kind of data that these cookies will track. This is important to you as it means that we can accurately make business predictions that allow us to monitor our advertising and product costs to ensure the best possible price.
 
More Information
 
Hopefully, that has clarified things for you and as was previously mentioned if there is something that you aren’t sure whether you need or not it’s usually safer to leave cookies enabled in case it does interact with one of the features you use on our site.
 
However, if you are still looking for more information then you can contact us through one of our preferred contact methods:
 
Email: support@craycases.com

Privacy Policy

 

The information on this page outlines how we handle privacy at CrayCases.com, hereafter referred to as “website”.
 
This policy applies only to private information we obtain from you.
 
This privacy policy will inform you of the following:
 
Personally identifiable information we collect from you through this website.
 
How we use this information.
 
Which third parties this information is shared with.
 
Rights you are entitled to, regarding the use of this information.
 
Our safeguards for protecting this information from misuse.
 
How you can correct any wrong information we have collected from your use of our service.
 
How we collect, use and share your data
 
All information obtained from you on our website is owned by us. We can only obtain and gather information you provide to us through email, direct contact with us, and when you complete the checkout process.
 
We will never sell or rent this information to third parties.
 
Any information we gather is used only to respond to you for the reason you contacted us or to fulfil your order, e.g., shipping or sending status update, using a third party email system.
 
Your personal information will never be shared with outside organisations or businesses, except for those circumstances mentioned above.
 
We may contact you by email, regarding special offers, new products, services, or changes to this privacy policy. You have the right to unsubscribe from these emails. You can do by using the built-in unsubscribe button or by contacting us by our contact us page.
 
Changes you are entitled to make
 
You have the right to unsubscribe from any future contact from us.
 
You can do this by using our contact us page or using this email address: support@craycases.com.
 
How we handle security
 
We place serious safeguards to protect your personal information.
 
Any sensitive information submitted to this website is protected both online and offline.
 
Sensitive information, such as credit card data, is protected with SSL encryption and transmitted securely between your browser and our server and our partners.
 
All pages on our website start with “HTTPS.” You can verify this by looking at the green padlock on your browser’s address bar and clicking on it to view more information about the certificate.
 
As well as using encryption to protect your details, we also protect your details offline, too.
 
Our employees will only see your personal information when needed to perform a job, i.e., to fulfil your order, in regards to billing, or providing customer service.
 
Any computers used to store your personally identifiable information are kept in a secure environment.
 
When ordering from us, we will request certain details from you.
 
You will need to provide contact information, such as your name and shipping address.
 
We will also request your credit card details, but this information is never stored on our server.
 
All transactions on our website are completed using Stripe’s secure payment processing service. The information Stripe collects is used for billing and fulfilling your order. Stripe carries out fraud checking, and we do, too.
 
If we cannot process your order, this information will be used to contact you.
 
Account registration
 
Anyone who wishes to place an order can register, by completing our registration form, during the checkout process. This is optional.
 
You will have to input certain information, such as your name and email address, during the checkout process.
 
Any information we request from you is strictly used to contact you about the products and services on our website in which you have expressed interest.
 
Our cookie policy can be found by clicking on the “Cookies Policy” tab at the top of the page.
 
External link policy
 
Our website links to external websites.
 
By using this website, you are aware we hold no responsibility for the content or practices of these external websites.
 
Please be aware, when you leave our website; read their privacy policy and how they collect your personal data.
 
If you feel this privacy policy does not reflect our actions, please contact us by email at:
 
support@craycases.com
 
This Privacy Policy describes how and when we collect, use, and share information when you purchase an item from us, contact us, or otherwise use our services through craycases.com or its related sites and services.
 
This Privacy Policy does not apply to the practices of third parties that we do not own or control.
 
1. Personal Information We Collect
 
To fulfil your order, you must provide us with certain information (which you authorised by agreeing to complete the purchase), such as your name, email address, postal address, payment information, and the details of the product that you’re ordering. You may also choose to provide us with additional personal information (for a custom order of phone case, for example), if you contact us directly.
 
2. Why We Need Your Information and How We Use It
 
We rely on a number of legal bases to collect, use, and share your information, including:
 
as needed to provide our services, such as when we use your information to fulfil your order, to settle disputes, or to provide customer support;
when you have provided your affirmative consent, which you may revoke at any time, such as by signing up for our mailing list;
 
if necessary to comply with a legal obligation or court order or in connection with a legal claim, such as retaining information about your purchases if required by tax law; and
as necessary for the purpose of our legitimate interests, if those legitimate interests are not overridden by your rights or interests, such as 1) providing and improving our services. We use your information to provide the services you requested and in our legitimate interest to improve our services.
 
3. Information Sharing and Disclosure
 
Information about our customers is important to our business. We share your personal information for very limited reasons and in limited circumstances, as follows:
 
Service providers. We engage certain trusted third parties to perform functions and provide services to our shop, such as delivery companies. We will share your personal information with these third parties, but only to the extent necessary to perform these services.
 
Business Transfers. If we sell or merge our business, we may disclose your information as part of that transaction, only to the extent permitted by law.
Compliance with laws. We may collect, use, retain, and share your information if we have a good faith belief that it is reasonably necessary to: (a) respond to legal process or to government requests; (b) enforce our agreements, terms and policies; (c) prevent, investigate, and address fraud and other illegal activity, security, or technical issues; or (d) protect the rights, property, and safety of our customers, or others.
 
4. Data Retention
 
We retain your personal information only for as long as necessary to provide you with our services and as described in our Privacy Policy. However, we may also be required to retain this information to comply with our legal and regulatory obligations, to resolve disputes, and to enforce our agreements. We generally keep your data for the following time period: 5 years.
 
5. Transfers of Personal Information Outside the EU
 
We may store and process your information through third-party hosting services in the US and other jurisdictions. As a result, we may transfer your personal information to a jurisdiction with different data protection and government surveillance laws than your jurisdiction. If we are deemed to transfer information about you outside of the EU, we rely on Privacy Shield as the legal basis for the transfer, as Google Cloud is Privacy Shield certified.
 
6. Your Rights
 
If you reside in certain territories, including the EU, you have a number of rights in relation to your personal information. While some of these rights apply generally, certain rights apply only in certain limited cases. We describe these rights below:
 
You may have the right to access and receive a copy of the personal information we hold about you by contacting us using the contact information below.
 
Change, restrict, delete. You may also have rights to change, restrict our use of, or delete your personal information. Absent exceptional circumstances (like where we are required to store data for legal reasons) we will generally delete your personal information upon request.
 
You can object to (i) our processing of some of your information based on our legitimate interests and (ii) receiving marketing messages from us after providing your express consent to receive them. In such cases, we will delete your personal information unless we have compelling and legitimate grounds to continue using that information or if it is needed for legal reasons.
 
If you reside in the EU and wish to raise a concern about our use of your information (and without prejudice to any other rights you may have), you have the right to do so with your local data protection authority.
 
7. How to Contact Us
 
For purposes of EU data protection law, I, R Begum, am the data controller of your personal information. If you have any questions or concerns, you may contact me at support@craycases.com. Alternately, you may mail me at:
 
Data Controller, Kaizen Lab LTD, 26 Leagrave Road, Luton, England, LU4 8HZ
 
Updates to this privacy policy
 
This privacy policy may change, time to time, without prior notice and will be updated on this page.

Submit a Photo T&C

1) By submitting your picture you agree to give us royalty-free license to use your picture on our website, marketing materials, and social media channels.
 
2) You hold the full copyright of the picture you are submitting.
 
3) You are not submitting any material that is illegal in the UK or in our solar system.

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