We aim to offer services that will benefit all our customers. We hope you are happy with every purchase you make. In certain circumstances, you may want to return some items. Please read our return policy below, we will do our best to assist you.
Items that can be returned/refunded or exchanged within the warranty* follow the criteria as below:
1. Faulty items damaged/broken, or soiled upon arrival.
2. Items received in the incorrect size/color.
*7 Days No Reason Return
If you are not satisfied with your purchase, and the product is still in brand new condition, we can arrange the refund of the item price. You will be responsible for paying the return shipping fees. Please submit a "Return or Exchange" ticket within 7 days of the order being received.
Note: Items that can be returned/refunded within 7 days of receiving must follow the criteria as below:
1. Items are in the original packing with tags.
2. Items are in brand new condition: unwashed, unworn, unused, and unaltered.
*14 days for Cases & Covers
For items with no quality issue, please understand that we will not be responsible for the return shipping cost. All return requests must be authorized by our customer service team before shipping to our returned address.
We cannot accept returns under the following conditions:
1. Items outside the warranty time-frame.
2. Washed, worn, used, tag-removed, or misused items.
*Customer's Reason: no longer needed, bought by mistake, not as expected, changed mind, etc
Before Making a Return Request
For any reason, if you would like to cancel your order while the order is under the shipping process, you will need to wait until you receive the package in hand before making a return request. Because Cross-Border Shipping involves complicated procedures, domestic and international customs clearance, and local and international shipping carriers and agencies.
If you refuse to take the delivery package from the postman or do not pick up your delivery package from your local pick-up stores, our Customer Service will not be able to judge the situation of the package and therefore cannot handle your return requests.
If the package is returned to our warehouse because of a customer's personal reason (Check details below), we'll contact you about re-paying the reshipment postage (by PayPal) and arrange the reshipment. However, please understand that no refund will be issued in this situation. Details for customer's personal reason:
* Wrong address/no consignee
* Invalid contact information/ no answer to the delivery calls & emails
* Customer refuses to accept package/pay tax fee/ complete customs clearance
* Didn't collect package by the deadline
Return address & refunds
Return address: You will need to send your returning products to our warehouse in China. Please always submit a" Return or Exchange "Ticket to customer service first to obtain the return address. Please DON'T returns your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
Refunds: The refund will be issued to your Casesinthebox Credit Account. You can either use Credits to pay for new order or withdraw it to the original account/card you paid earlier. The original shipping fee and insurance are non-refundable.
If you want to return the product, please confirm that you’ve received your package, by clicking "Order Received
". Then submit a "Return or Exchange" Ticket with supportive proof(photos or videos). After you submit your ticket, our Customer Service will approve your return request according to our policy, warranty, product status, and the proof you provided
.We are also not liable for any aftersales orders that have been mishandled without any prior approval from Casesinthebox. We also require justifications for every claim, such as photo-taking, video proof, etc.
Trackable Packages Inquiry Period
Please note that all shipping companies only accept inquires submitted within the Inquiry Period. If you would like to check for packages you didn't receive, please contact customer service within the required period. Thank you for your cooperation:
* Expedited Express: 30 days from the shipped day
* Expedited Postal/Priority Line/Economy Air: 60 days from the shipped day
* Postal service - tracking: 90 days from the shipped day
Package Delivery Follow-Up & Review Invitation
We'll send a delivery follow-up email to you after a certain shipping period and invite you to share the shopping experience.
* Hope you enjoyed our service. You're welcome to confirm the delivery and write reviews to win shopping rewards. (Our system will auto-confirm the delivery if no update comes from your side.)
* If you haven't received the package yet, please contact Customer service for help.