How can we help?
Find quick answers to the questions we get asked most. Can't find what you need? Email us at hello@casemonkey.co.uk and we'll get back to you within hours.
Returns & Refunds
Everything you need to know about returning your case and getting a refund.
You have 30 days from the date of purchase to return any unwanted items. To start a return, visit our returns portal. You'll be guided through the process step by step.
To be eligible for a return, your case must be unused, in the original packaging, and in resalable condition. Once we receive your return, we'll process your refund within 2 working days.
You're responsible for the cost of return postage. We recommend using a tracked service so you have proof of delivery.
Please use our returns portal to generate a return. The portal will provide you with the correct return address and any reference numbers needed. Please don't send returns without going through the portal first, as this helps us process your refund faster.
Once we receive your return, we process refunds within 2 working days. After we process it, allow 3 to 5 working days for the money to appear back in your bank account or on your card statement. The exact time depends on your bank.
If you paid with a Buy Now Pay Later service (like Klarna), the refund will be applied to your Klarna account and your payment plan adjusted accordingly.
If it's been more than 7 working days since you sent your return and you haven't received a refund, please check the tracking on your return parcel to confirm we've received it. If tracking shows delivered and you still haven't heard from us, email hello@casemonkey.co.uk with your order number and return tracking number and we'll investigate straight away.
Our standard returns window is 30 days from the date of purchase. After this period, we're unable to accept returns for a refund. If your case has developed a fault or defect after 30 days, please get in touch and we'll assess it on a case-by-case basis.
If you're having trouble with the returns portal, try clearing your browser cache or using a different browser. Make sure you're entering the email address you used when placing the order. If it's still not working, email hello@casemonkey.co.uk with your order number and we'll arrange your return manually.
If your tracking shows your return has been delivered to us but you haven't received a confirmation email within 3 working days, please email hello@casemonkey.co.uk with your order number and return tracking number. We'll locate your parcel and get your refund processed.
Order Changes
Need to change or cancel an order? Here's how.
If your order hasn't been dispatched yet, we can usually cancel it. Email hello@casemonkey.co.uk with your order number as soon as possible. We dispatch most orders within 24 hours, so the sooner you contact us, the better the chance we can catch it.
If your order has already been dispatched, you'll need to wait for it to arrive and then return it through our returns portal.
If your order hasn't been dispatched, email hello@casemonkey.co.uk with your order number and the new address and we'll update it. Once an order has been dispatched, we can't change the delivery address as it's already with Royal Mail.
No problem. You can return the case through our returns portal within 30 days, as long as it's unused and in the original packaging. Once your return is processed, you can place a new order for the correct model. If you're not sure which phone model you have, see our guide below.
Wrong Product & Fitment
If your case doesn't fit or you received the wrong one.
iPhone: Go to Settings, then General, then About. Your model name is listed next to "Model Name".
Samsung: Go to Settings, then About Phone, then Software Information. Your model number and name are listed there.
If you're still unsure, email us a photo of the back of your phone and we'll identify it for you.
We're sorry about that. Email hello@casemonkey.co.uk with your order number and a photo of the case you received. We'll send the correct case out to you straight away and arrange for the wrong one to be returned at our expense.
First, check that you ordered the correct model. You can verify your phone model using the steps in "How do I check what model phone I have?" above. If you ordered the correct model and the case still doesn't fit properly, email hello@casemonkey.co.uk with a photo showing the fitment issue and your order number. We'll either send a replacement or arrange a full refund.
Damaged or Faulty
If something's wrong with your case, we'll make it right.
We're sorry your case arrived damaged. Email hello@casemonkey.co.uk within 7 days of receiving it with your order number and a photo of the damage. We'll either send a replacement or give you a full refund. We'll cover the return postage.
If you've noticed a manufacturing defect, such as peeling material, loose edges, or misaligned cutouts, email hello@casemonkey.co.uk with your order number and photos showing the issue. We take quality seriously and will send a replacement or issue a full refund. Return postage is covered for faulty items.
Order Status & Delivery
Track your order or sort out a delivery issue.
Track your order
Enter your order number and email to see real-time delivery status, anytime.
You'll get a tracking email as soon as we dispatch your order, usually within 24 hours of ordering.
Once dispatched, your case will arrive within the delivery window shown on the product page where you ordered. Your tracking email confirms the courier and gives you a real-time link to track delivery progress.
If you haven't had a dispatch email and it's been more than 24 hours since you ordered (excluding weekends), email hello@casemonkey.co.uk with your order number and we'll check what's happening.
Tracking can sometimes have scanning gaps where a parcel is in the network but hasn't been scanned at the next sorting facility. This is usually nothing to worry about.
Here's our rule of thumb:
- Within the delivery window shown for your order: wait, it's likely still in transit
- Past the delivery window with no update: email us, we'll chase the courier
Email hello@casemonkey.co.uk with your order number and we'll get answers.
First, check with neighbours and any safe places around your property where the parcel may have been left. Also check for a "Sorry we missed you" card from the courier. If you still can't find it after 48 hours, email hello@casemonkey.co.uk with your order number and we'll raise an enquiry with the courier. We'll either reship or refund once the investigation is complete.
Product Compatibility
Common questions about MagSafe, wireless charging, and fit.
MagSafe is Apple's built-in magnet system for iPhone 12 and later. It lets you snap on chargers, wallets, and other accessories without fumbling with alignment. Our MagSafe cases have magnets built in that align perfectly with your iPhone's MagSafe ring.
If you have an older iPhone (11 or earlier), MagSafe accessories won't snap on magnetically, but wireless charging will still work through the case. For Samsung phones, our magnetic cases use Qi2 magnets which work the same way.
Yes. All our cases are compatible with standard Qi wireless charging. Simply place your phone on any Qi-compatible charging pad and it will charge through the case. MagSafe cases also support MagSafe chargers with perfect magnetic alignment.
Yes. Our cases are designed to work with standard tempered glass and film screen protectors. The raised lip around the screen sits slightly above most protectors, giving you full coverage. Very thick screen protectors (above 0.5mm) may cause a slight gap at the edges, but this is rare.
If you use a MagSafe wallet or card holder, it attaches to the back of the case magnetically and works perfectly with our MagSafe cases. The case itself doesn't interfere with the wallet's grip. For stick-on card holders, the smooth back of our cases provides a good adhesive surface, though we recommend cleaning with an alcohol wipe before applying.
Still need help?
If you can't find your answer above, we're a real family business and we genuinely read every email. Get in touch and we'll reply within hours, not days.