Frequently Asked Questions
- Where is my order confirmation?
- Can I cancel or amend my order?
- What countries do you ship to?
- Can I track my order?
- Why has my card payment failed?
- Can I return or exchange an item?
- How do I return an item?
- My order has arrived but it’s faulty. What can I do?
- How long does it take to return an item?
- Are Cupid cases protective?
- How can I check which iPhone model I have?
- How can I check which Samsung model I have?
- How can I check which Huawei model I have?
- Where do I enter my promotion code?
- Can I enter more than one promotion code?
- Why doesn’t my promotion code work?
- How many times can I use the same promotion code?
- I placed an order but my promotion code didn’t apply correctly, what can I do?
Ordering & Delivery
Where is my order confirmation?
This is automatically sent to your email address when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at firstname.lastname@example.org just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting in case the order confirmation has been diverted there.
Can I cancel or amend my order?
We know how important your order is, so we aim to fulfill orders as quickly as possible! A change or cancellation to your order can't be guaranteed. If you contact us straight away after ordering, via email@example.com, we may be able to cancel or amend your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.
What countries do you ship to?
Our international angels will be pleased to know we do ship worldwide! Click here to see our estimated delivery times.
Can I track my order?
When your order is despatched, we'll send you an email with your tracking number and a link to our carrier’s website to tell you the current status of your delivery.
Why has my card payment failed?
A payment may fail for several reasons, please ensure the following:
- All details have been entered correctly
- The billing address is the same as the card’s registered address
- You have sufficient funds available
- We accept the payment method/card type
If everything seems to be correct and it’s still not working, please try using a different web browser; Google Chrome, Mozilla Firefox, Internet Explorer for example. Please also try clearing your browser’s cookies and search history.
If none of the above works for you please contact us and we will look into this for you.
Can I return or exchange an item?
To be eligible for a return or exchange, you must contact us within 14 days from the moment your order is delivered. All items must be returned to us in a brand-new condition with the original packaging. You will need to pay the postage to return any of your unwanted items.
In the unlikely event that a product arrives damaged please contact us within 14 days of receiving. We will send replacements for damaged products. The customer must provide photos of the issue.
How do I return an item?
My order has arrived but it’s faulty. What can I do?
In the unlikely event that a product arrives damaged please contact us within 14 days of receiving it. We will send replacements for damaged products. Customer must provide photos of the issue.
To help us get this fixed for you please email firstname.lastname@example.org and include the following information:
- Your name
- Order number
- Product name
- Description of the fault
- Picture of the fault
How long does it take to return an item?
This depends on the carrier or shipping method that you choose when returning your item. Once we receive your return, we’ll notify you by email. We aim to process refunds within three days after receiving the item, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.
Product & General Info
Are Cupid cases protective?
Cupid cases have been designed to be your favorite fashion accessory whilst also being durable to protect your phone from everyday scratches and bumps. Cupid cases have a raised rubber bumper around the camera and sides of the phone to protect your screen and camera.
How can I check which iPhone model I have?
On the iPhone open the Settings app, and go to General > About and you will see Model Name, with the phone model next to it, for example 'iPhone XR'.
How can I check which Samsung model I have?
On the Samsung device, open the Settings or Options app, and go to 'About phone' or 'About device' and you will see the device name listed, for example 'Galaxy A3'.
How can I check which Huawei model I have?
On the Huawei device, open the Settings app, and click 'About phone' and you will see the model number listed.
Promotions & Discounts
Where do I enter my promotion code?
If you are on a desktop/laptop promotion codes can be added during checkout by entering your code into the discount code box.
If you are on the mobile site promotion codes can be added during the payment section of the checkout process by entering your code into the discount code box.
Can I enter more than one promotion code?
You are only able to enter one promotion code, if you enter two or more, we will take the last valid promotion code you entered.
Why doesn’t my promotion code work?
We only accept official Cupid Cases promo codes distributed from the Cupid Cases website, our Newsletter, Marketing emails, or Cupid Cases affiliates. If this is where you got your promo code from, please ensure that your order meets the terms and conditions for the specific code.
How many times can I use the same promotion code?
This will differ depending on the specific promotions, whilst some promotion codes may be single-use only, others may be used as often as you like. The restrictions will be displayed in the terms & conditions of each promotion code.
I placed an order but my promotion code didn’t apply correctly, what can I do?
We’re sorry to hear your promotion code didn’t apply correctly, please contact our customer service team at email@example.com and we will be happy to look into this for you.