Frequently Asked Questions
Everything about placing an order, getting it delivered, and what happens if something isn’t right. Every order ships free and fully tracked, and every case carries a 12-month warranty.
The short version
- Shipping — free and fully tracked, no minimum spend.
- Processing — 1–3 business days before dispatch.
- Transit — 7–12 business days to the US; 4–12 business days to the UK, France and Italy.
- Returns — 30 days from delivery, unused and in original packaging, no restocking fee.
- Warranty — 12 months on functional faults and manufacturing defects.
Still deciding which case to carry? The questions on our home page cover styles, card capacity and fit, or you can browse all wallet phone cases by iPhone model.
Ordering & Payment
Can I change or cancel my order after I place it?
Yes, as long as it hasn’t gone into processing and dispatch. Email support with your order number as soon as you can — the earlier it arrives, the better the chance we catch it before it leaves. Once a parcel is handed to the carrier it can’t be cancelled; at that point you would wait for delivery and start a 30-day return instead.
Do I have to pay customs or duties when my parcel arrives?
No. Standard shipments include prepaid customs and taxes, so nothing extra is collected on delivery. The amount you pay at checkout is the final amount.
Can I ship to an address different from my billing address?
Yes. Checkout keeps separate fields for the two, so you can send an order to a workplace, a family member or a gift recipient. The delivery address locks once the parcel is dispatched, so check it before you confirm.
Shipping & Delivery
How much does shipping cost?
Shipping is free on every order and every parcel ships fully tracked. There is no minimum spend and no handling fee added at checkout.
How long will my order take to arrive?
Total delivery time is processing time plus transit. We pick and pack in 1–3 business days; transit then runs 7–12 business days to the US, and 4–12 business days to the UK, France and Italy. Orders placed on a weekend or public holiday start processing the next business day.
How do I track my parcel?
You’ll get a dispatch email with a tracking number, and tracking usually starts updating within 1–3 business days after dispatch. Paste the number into Track my order to see where it is right now.
My tracking hasn’t moved — is my parcel lost?
A number that sits still for a few days is normal in transit, especially between carrier handovers. Give it 3–5 business days past the estimated window, then email support with your order number and we’ll trace it with the carrier.
Can I change my delivery address after the parcel ships?
No. Once the carrier has the parcel, the address on the label is where it goes. If it can’t be delivered it comes back to us, and we’ll sort out a reshipment or a refund from there.
Returns, Warranty & Refunds
What is your return policy?
You have 30 days from delivery to return or exchange an eligible item. It needs to be unused and in its original packaging. There is no restocking fee: for a change of mind you cover the return postage, and if the item arrived damaged, defective or wrong, we cover it. Full terms are in our refund policy.
How do I start a return?
Email support with your order number, the reason, and a photo or short video. We review requests within 24 hours on business days and reply with an RMA number plus the warehouse address to send to. Ship it back with a trackable carrier and send us the tracking number — returns without prior authorisation can’t be processed.
Who pays for return shipping?
If you changed your mind — different colour, different model, no longer needed — you cover the return postage. If the case arrived damaged or faulty, or we sent the wrong item, we cover it.
When will I get my refund?
Refunds are processed within 2 business days of the parcel arriving at the warehouse and passing inspection. The money then goes back to your original payment method, which usually shows up within 3–5 business days depending on your bank.
Can I exchange for a different model or colour instead of a refund?
Yes, within the same 30 days and under the same condition rules. Tell us the model or colour you want in your first email so we can check stock and hold it while your return is in transit — that way you only wait once.
What does the 12-month warranty cover?
Twelve months from delivery, covering functional faults and manufacturing defects under normal use: a zip that stops running, a snap that won’t close, stitching that comes apart. Send your order number with photos or video of the problem and our team will work through it — troubleshoot, repair, replace or refund.
My case arrived damaged, or you sent the wrong one.
Email us with photos or a short video as soon as you open it. We’ll send a replacement or refund the order in full, and you won’t be paying return postage for our mistake.
Product, Fit & Care
Are the buttons, ports and camera openings cut out per model?
Yes. Every case is moulded and cut for a single model: side buttons, mute switch, charging port and speaker grilles each have their own opening, and the camera sits behind a raised ring rather than a flat cut-out.
Will my cards get scratched or bent inside the slots?
The slots are lined with microfiber, which keeps cards off the case wall and cuts down on rubbing. Keep one card per slot rather than stacking two into one — stacking is what bends cards over time.
Which styles work with MagSafe or a wireless charging pad?
The styles marked MagSafe or 2-in-1 detachable: unclip the wallet portion and the phone shell sits flat on a MagSafe or Qi charger. On folio and fixed card-slot styles the leather and card layers sit between the phone and the charger, so wireless charging usually won’t work — charge those with a cable. See the MagSafe-compatible range.
Which cases actually block RFID?
Only the styles that list RFID blocking in their product description carry a shielding layer — if a page doesn’t mention it, don’t assume it’s there. Contactless payment with the phone itself, like Apple Pay or Google Pay, works normally with every case. See the RFID blocking range.
Contact & Support
How do I reach support?
Email support@snapfolda.com with your order number and, where it applies, photos or a short video — it saves a round trip. We reply within 24 hours on business days.
Where do I find my order number?
It’s in the subject line of your order confirmation and dispatch emails, starting with a #. If you can’t find either, check your spam folder before writing in — or send us the email address you ordered with and we’ll look it up.