Returns Policy

Thank you for shopping with us! We take pride in providing high-quality, personalised phone cases designed uniquely for you. If you’re not completely satisfied with your purchase, our returns policy is here to assist you.

1. Custom Products

All our phone cases are custom-made based on your specifications, including personalised names, designs, and colors. As such, these items are not eligible for return or exchange unless they meet one or more of the criteria listed below:

  • The product is defective or damaged upon arrival.

  • There is an error in the personalisation that was due to our mistake.

  • The product received does not match your order.

Please Note: If you order a customised phone case with the wrong phone model or size (e.g., for an incorrect iPhone model), we cannot accept a return or exchange for this error, as the product has been personalised based on your order.

2. Eligibility for Returns

To qualify for a return or replacement, please ensure:

  • You contact us within 14 days of receiving your order (non personalised Items)

  • The item is unused, in its original condition, and accompanied by proof of purchase (order confirmation or receipt).

  • You provide photographic evidence of any defects, damage, or errors in personalisation.

3. Non-Returnable Items

We do not accept returns for:

  • Products damaged due to misuse, mishandling, or improper care.

  • Orders where the personalisation matches the design you approved during the order process.

  • Change-of-mind cases for customised products.

  • Customised phone cases ordered with incorrect phone model or size due to customer error.

4. Return Process

If your product meets the criteria for return, follow these steps:

  1. Contact Us: Email our support team at ammarah@thenamecase.com with your order number, photos of the issue, and a description of the problem.

  2. Approval: Our team will review your request and notify you of the next steps within 2-3 business days.

  3. Return Shipping: If a return is approved, we will provide you with a return shipping address. Customers are responsible for the cost of return shipping unless the return is due to our error.

  4. Replacement/Refund: Once we receive the returned item and verify the issue, we will process your replacement or refund within 5-7 business days. Refunds will be issued to the original payment method.

5. Cancellations and Order Changes

We process orders quickly to ensure timely delivery. If you need to cancel or modify your order, please contact us within 24 hours of placing it. After this period, changes or cancellations may not be possible.