Frequently Asked Questions

Yes. Our cases are handmade and prepared for your order according to the design and phone model you select. Production usually takes 1–2 business days before dispatch.

Check the exact model name in your phone’s settings, usually under “About” or “About phone”, and select the matching option on the product page.

Models with similar names can have different dimensions, buttons and camera layouts. If you are unsure, contact us before ordering so we can help you check.

Email us with your exact phone model and the design you would like. We will check whether that combination is available.

Please do not select a different phone model as a substitute, as the case may not fit.

Product images may show a representative phone model. The case shape and camera cutout depend on the model you select, so the visible area and placement of the design may differ.

If you would like to check how a design will look on your model, contact us before ordering.

Check the description and available options on the product page for information about that case. Please contact us if a feature you need is not specified.

No phone case can guarantee protection against every impact or accident. Handle your device with care.

Compatibility depends on the phone, case and charging accessory. Please check the specific product description for a stated compatibility feature.

Wireless charging compatibility does not necessarily mean a case includes MagSafe magnets. If this feature is important to you and is not clearly listed, contact us before purchasing.

If personalisation is not offered on the product page, email us with your idea and phone model. We will confirm whether we can accommodate your request before you order.

Please wait for confirmation rather than adding a personalisation request to an order for a standard design.

Choose your design, select the correct phone model and any available options, then add the case to your cart. Review your selections, delivery address and order total before completing checkout.

Follow the terms of the offer currently displayed on our website. For example, a “Buy 3, Get 2 Free” offer means choosing five eligible cases and paying for three, subject to the promotion’s conditions.

Check any eligibility requirements and whether a code is needed. Confirm that the expected discount appears in your order total before paying.

If it does not appear, contact us before completing checkout so we can help.

This depends on the terms of the active promotion. Check the offer for eligible collections, designs, phone models and any exclusions.

Discount codes and automatic offers may not be combinable. The discounts applied to your order are shown at checkout before payment.

Available payment methods are displayed at checkout and may vary depending on your location. Choose from the options shown when completing your order.

If a payment fails, check your billing details or contact your payment provider. Never send us your full card details or security code by email.

Contact us as soon as possible with your order number and the change or cancellation you would like to make. This includes corrections to your phone model or delivery address.

We will check the order’s progress. Changes before dispatch cannot be guaranteed once production has begun. Any statutory cancellation or withdrawal rights you have remain unaffected.

Check your spam folder and the email address used at checkout. If you still cannot find a confirmation, contact us with your name, email address and the approximate date of purchase.

If you are unsure whether payment went through, contact us before placing the same order again.

Yes. We offer free shipping worldwide, subject to destination availability.

If we cannot ship to your address, we will contact you by email, cancel your order and issue a full refund.

Production usually takes 1–2 business days, followed by an estimated 1–4 business days for shipping.

These timeframes are estimates rather than guaranteed delivery dates. Delivery can take longer depending on the destination, customs processing, public holidays and carrier delays.

Business days exclude weekends and public holidays. If you need your case for a specific date, contact us before ordering to check the expected timing.

Once your order is dispatched, you will receive an email containing your tracking details. Follow the link to view the latest delivery information.

Tracking may take a little time to appear after dispatch. If you cannot find the email, check your spam folder or contact us with your order number.

Check the latest tracking information and any delivery notes from the carrier. If the parcel is marked as delivered, check whether someone at your address accepted it or whether a delivery location is listed.

If you still cannot locate it, or your delivery is taking longer than expected, email us with your order number. We will help investigate with the carrier.

We do not offer additional change-of-mind returns beyond those required by applicable consumer law. Where EU withdrawal rights apply, you may cancel your purchase within 14 days of receiving it, without giving a reason.

Selecting the wrong phone model is not a manufacturing defect and does not qualify for a free warranty replacement. However, any statutory return rights you have still apply.

Being handmade or selecting a standard phone model does not, by itself, remove withdrawal rights. An exception may apply to genuinely personalised items where permitted by law and disclosed before purchase.

Email support@lycases.com to notify us of a return. See our Shipping & Returns page for the full conditions and procedure.

Please contact us with:

• Your order number.
• A description of the problem.
• Clear photos of the case and, where relevant, its packaging.

We ask that delivery issues are reported within 14 days of receipt so we can help promptly. This does not limit your statutory rights or legal deadlines for reporting defects.

Where the issue is our responsibility, we will arrange an appropriate remedy at no cost to you, including any necessary return shipping. Depending on the circumstances and applicable law, this may be a repair, replacement, price reduction or refund.

We offer a one-year commercial warranty from delivery covering defects in materials or workmanship. It excludes normal wear and tear, accidental damage, misuse and damage caused by improper care.

This warranty is additional to your statutory rights and does not replace or shorten any legal guarantee. Where Portuguese consumer law applies, new goods benefit from a three-year legal guarantee of conformity.

Email us with your order details, a description of the issue and photos so we can assess your case.

Refunds are issued to the original payment method, unless otherwise agreed without additional cost to you.

For a valid statutory withdrawal, we will refund the applicable payments within 14 days of receiving your cancellation notice. We may withhold the refund until we receive the returned goods or evidence that you have sent them back, whichever happens first.

Your bank or payment provider may need additional processing time before the refund appears in your account.

Follow any care instructions supplied with your case or listed on its product page. For routine dust removal, use a soft, dry cloth.

Avoid abrasive cleaning tools, harsh chemicals and excessive heat. Before using a cleaning product or wet-cleaning a printed or decorated surface, contact us for guidance specific to your case.