FREE SHIPPING for all orders over 50€
faq

In spite of our site's clarity, do you still have questions about how The Kase works?
There's a good chance that you will find the answer you seek in our Frequently Asked Questions set up especially for you!

The Kase.iD

What is the Kase.ID?
The Kase.iD is a platform which gives you the opportunity to customize and design your very own case, the way you want it. This exclusive and private customization platform allows you to select your own personal pictures and photos to print on your cases. You can as well select the type of support (smartphone or tablet), the material and the colour you want, to fully express your UNIK style and your original design.
How does the Kase.ID work?
To start, go on our customization page and select the brand and the model of your device, smartphone or tablet. Next, select the type of case that you want. Upload your favourite pictures and photos from your Facebook account, your Instagram account or from your personal photo library. You also have the option to add photo filters (vintage, sepia, black and white etc.) and to submit your own text, your favourite quote, messages, your name etc. Validate ... done! Be UNIK in just a few clicks!
Will my visuals and my selections for the customization of my smartphone, tablet or headphones be visible for other users?
No. The Kase.iD is a fully secure and private platform, made exclusively for YOU. It is password protected and only you can access it. Once you are satisfied with the result of your design and you've decided to go through with your payment, your visual will be securely transferred to one of our shops, our professional staff will then print your case and treat your order.
WHAT IS THE MINIMUM RESOLUTION REQUIRED FOR MY PICTURES?
In order to get the best result we recommend that you use high-definition images:
  • For a smartphone, your visual should have a minimum dimension of 1200x2400 pixels.
  • For a tablet, your visual should have a minumum dimension of 2400x3600 pixels.
  • Please Note: if your visual is smaller than the required size, the printed result will not cover the full surface of your case.
And if I CAN'T FIND THE SIZE OF MY PICTURES?
Note a problem! For Windows user, right-click on the image and select “properties”. For Apple Mac user, press together the Apple Command key and the letter “i” to view the picture information.
Please check carefully the size of your image before using them for printing: low quality images won't cover the full surface of the case. Please note that pictures uploaded from phones or from Facebook, can sometime have low quality.

Delivery

Where do you deliver?
The Kase delivers all European Union countries (except Romania), Norway, United Kingdom, Switzerland, and Liechtenstein.
What are your shipping methods?
We offer several shipping methods for you to choose:
  • Pick-up:
    You can pay directly online and pick up your order within 1 hour in store. Free of charge!
  • Home delivery:
    The Kase can deliver your order at any address provided during your online order (home, friend's, businesses address…) You can choose Standard delivery or Express delivery..
What is the delivery time for the shipping?
As a multichannel retailer, we appreciate how important it is to get your order delivered to you as soon as possible. You can choose among three options: Pick-up
The delivery in our stores is free of charge one hour after the validation of your order.
Standard delivery
In France: the orders are delivered in 48 hours (2 working days) after validation of your order. Due to the sanitary context, the delivery might be a bit longer.
International: 3 to 5 working days after validation of your order.

En livraison express
In France: Next business day if the order is placed and validated by 2PM from Monday to Friday. Orders placed and validated after 2PM Friday will be delivered by the following Tuesday.
International: Delivered in 2-3 working days.
What are the delivery fees?
Pickup: Delivery is free when you choose Pick-up in one of our stores.
Standard delivery : Free of charge or from 3.99€. Conditions apply.
Country Pick-up* Standard delivery Express delivery
Order < 10€ Order < 50€ Order > 50€
France, Monaco Free 4,99€ 3,99€ Free 8,99€
Belgium, Luxembourg Free 6,99€ 4,99€ Free 11,99€
Switzerland Free 6,99 CHF 4,99 CHF Free 11,99 CHF
United Kingdom - £6,99 £4,99 Free £11,99
Norway - 9,99€ 7,99€ Free 11,99€
Canaries Islands - 14,99€ 14,99€ 14,99€ 14,99€
Rest of Europe ** - 6,99€ 4,99€ Free 11,99€
* For all orders above 10€
* We do not deliver the following countries : Romania, Turkey, Guernsey, Jersey
How can I track my order?
The pick-up orders are available at the store you chose during the purchase process 1 hour after your order is validated.
You will receive a confirmation email to inform you that your items are available at the store. You need to show this email and an ID card to collect your items.

Standard & Express delivery: you receive an automatic email with a reference code and a tracking link redirecting to the carrier to follow the status of your order. You can see check all this information in our client account.

Returns

What is The Kase's return policy?
We want you to enjoy your shopping experience with us, while we take great care in preparing your order for a successful delivery, accidents do happen. At The Kase, we want you to love our products, but if you would like to return a product we're here to assist you.

  • Right of withdrawal: if you change your mind about the products you have purchased from us, you can send it back at your expenses within 14 days. This return policy is only possible with accessories and brand-name covers (The Kase Collection, Guess, Ferrari, Vespa, Lifeproof, Otterbox, Paul & Joe, etc.). No return will be possible for customized cases, except in the situation described below. Sorry we do not accept exchanges. For more information regarding our return policy please read our Terms and Conditions.
  • Return of defective products: for any other reason for a product return, e.g. if there is a mistake on the product(s) sent, please contact our customer service. If despite the care taken for your customized smartphone cover (with your picture or one of our artists' design) you ended up with a defective product (e.g.: faulty ink print), The Kase will redo the print, free of charges. We just ask you to take a photo of the defective item and email it to our customer service.
  • We always check the quality of our products as well as our packaging. However, if during transport, your product was seriously damaged, we kindly ask you to take a photo of the damaged package and send it to our customer service. We will get back to you promptly with a solution for your specific situation.

Payment

WHAT ARE THE METHODS OF PAYMENT?
The Kase makes your life easy with fully secure payment options, we accept: Visa, Mastercard, American Express and PayPal.

My orders

I WENT THROUGH WITH MY ORDER BUT DID NOT RECEIVE ANY CONFIRMATION EMAIL. What should I do?
  • First of all, wait a few minutes! The email might take a while to arrive in your mailbox.
  • Secondly, check your junk email/spam ...
  • Still no confirmation email? Please contact us with your first name and surname, your email and the date of your order.
  • If you paid via PayPal, please give us your Paypal identification number as well.
HOW CAN I USE THE DISCOUNT VOUCHER THAT I RECEIVED?
Simply enter the code on your voucher on the confirmation page of your online order, the discount will be calculated automatically.
DO I NEED A USER ACCOUNT TO ORDER ONLINE?
Yes but no worry it is a quick formality! Plus, by creating your account, you will fill in all the necessary information that we need to deliver your order.
WHAT IF THE ITEM I ORDERED IS NOT IN STOCK?
You will be informed of the availability of the product that you are purchasing during your online order. If after your purchase, the item requested is not anymore in stock we will contact you to inform you about the new delivery time. If you would like to cancel your order we will fully reimburse you.
Will I receive an invoice?
Once your order is placed, you will receive an email of confirmation (sort of electronic receipt). You will receive a printed invoice with you package.

The Creators' Community

HOW CAN I JOIN THE KASE CREATORS COMMUNITY?
Are you an artist? Do you like to be creative? When you register, you can set up a creator account, simply select the box “I would like to join the creators community” and follow the registration process.

The Kase

WHERE CAN I PURCHASE THE PRODUCTS OF THE KASE?
The Kase is in the process of becoming a major international brand, with stores in every major countries. Please check the page Our Stores on our website and come visit the nearest store to your home! If we are still too far, you can always enjoy our full online shopping experience and get your order delivered at your door!
I AM A BLOGGER, A MEDIA, A JOURNALIST – How can I CONTACT THE PRESS SERVICE AT THE KASE?
To get in contact with us or to receive our press kit, we invite you to visit our contact page and send us a message using the form. We will get back to you as soon as possible.
I am interested in a The Kase franchise, who should I contact?
If you are interested in our Franchise, please use the form on the contact page of our website. We will get back to you as soon as possible.

If you have other question, don't hesitate to contact us