Before opening a new request in our Contact Us section, check out if your inquiry can be solved below:
We begin preparing the shipping of your order after the confirmation of the payment, which may occur within two business days, depending on the form of payment you chose.
All orders are only processed after payment approval, with all care and quality control.
The preparation and organization process that all of our orders undergo before being shipped can take up to 2 (two) business days. After this, the delivery time may vary depending on the delivery address.
Netherlands and Belgium: 1-2 Business days
Other European Countries: 2-5 Business days
Non European Countries: 10-14 Business days
Forms of payment:We accept all major credit and debit cards, Paypal, iDeal, Sofort Giropay, Carte Blue and Direct Bank Transfers.
Credit cardAll purchases made by credit card undergo a payment analysis process of up to 48 hours. In this period, the order status will remain as PENDING. After the analysis is completed, you will receive an email with the confirmation of the payment. This process is done for the security of the cardholder, thereby preventing purchases from being made without authorization or charged incorrectly.
Delivery process:The estimated delivery time starts when the package is shipped. This estimation only includes business days, i.e. it excludes Saturdays, Sundays and national holidays.
Rectification of data
Any changes to the order made within 24 hours after payment authorization will not change the delivery period. Changes requested after 24 hours will return the request to the starting point, i.e. a new term of up to 7 (seven) business days will be counted.
If you notice that the address registered in the order is wrong, contact us through the email [email protected] or through the form in the Contact Us section to request any changes.
We have the possibility to change the order and rectify address data, ONLY while the product is still with us, that is, before having been shipped.
Attention: Changes made to your personal account details after confirming an order will only be valid for future purchases, not for the current one. You need to contact us if you want to make any changes.
Tracking of orders:
All information concerning your orders will be available on your account. If you were not logged in or registered when you placed your order, it will not show up in your “My Orders” page.
A tracking link will be sent to your e-mail once we have confirmed your payment and again once the order has been shipped out of our warehouse.
The exchange deadline is 7 (seven) days after receiving an order.
If you have received your order but would like to make an exchange, please contact our team at [email protected] or through the form in our Contact Us page and don't forget to explain why you want to exchange or return your product. Returns can be done at any post office.
To exchange a product, follow these steps:
- If you still have it, you should place the product in the packaging you received.
- Submit a paper containing a brief explanation of why you want to exchange your product and also the invoice.
- Keep in mind that the returned product(s) remain the sole responsibility of the sender, until received by our team at our office. This means, we don't cover any shipping costs.
Cancellation and refund
ORDER HAS NOT BEEN SENT BY GOCASE YETTo cancel an order that hasn't still been shipped, simply contact us at [email protected] or by requesting a cancellation of the order through our form in the Contact Us section. We will cancel the order and proceed with the refund within 15 (fifteen) business days after confirming the cancellation.
ORDER WAS SHIPPED BUT NOT DELIVEREDIf you wish to cancel the order that Gocase has sent, but you haven't received yet, just contact our team by email [email protected] or through our form in the Contact Us section on our website, letting us know the reason for the cancellation. When the order arrives back at our warehouse, we will proceed with the refund within 15 (fifteen) business days.
Customizable products:Some of our products can be customized with a name, with an additional amount added on the price of the product itself. We do not exchange or reimburse any customized products. Special characters like Emojis are not supported on the customization fields.
Goods with defects regarding the model or printing quality must be informed within a maximum period of up to 7 (seven) days after receiving the product. After this period, the product won't be eligible for exchange or refund. The maximum time for solving a problem by law is 30 days. Gocase always search for solutions in the shortest time possible, thanks to the aim of our Customer Service team to minimize any inconveniences that a customer can encounter.
Terms of warranty:
TPU cases: 90 days for yellowing and lifelong problems the print.
This warranty will lose its validity in any of the following situations:
- If the defect presented was caused by misuse of the product by the customer or third party, foreign to the importer.
- If the product was examined, altered, adulterated, fraudulently adjusted, corrupted or repaired by a person not authorized by Gocase.
- If the damage has been caused by accident (fall) or any natural phenomenon, such as lightning, flooding, landslides, etc.
- If the purchase invoice presents erasures or modifications.
Our commitment is to respect your privacy and ensure the confidentiality of all the information you provide to us. All data registered in our website is only used to enhance your shopping experience.
The information provided during the registration process is coded and stored using the best technologies available in the market, providing a super secure environment for our customers.
Working hours:Gocase has a team of professionals who work from Monday to Friday from 9:00 am to 6:00 pm, except holidays.
How to take proper care of your case:Our cases are manufactured with the best ink and printing quality available in the market. In order for you to extend the life of your case to its maximum, we strongly advise you to follow the following tips:
- Wash your case at least once a week: use sponge, running water and mild soap.
- Avoid placing it near greasy places.
- Avoid placing it near places with excessive heat and prolonged exposure to the sun.
- Do not use alcohol to clean your case.