FAQ

All Etuui cases can be individualized.

Please note, however, that personal photos can only be realized well on our mirror cases.

Only our sleeves can be customized. Adjuster and end caps cannot be laser cut.

The ordered cover will be lasered with your uploaded photo or lettering. Please note that the image will be converted to black and white before laser engraving.

We work with laser engraving, so the photo and writing are not colored. The images are converted to black and white before laser engraving. (You can find sample photos in our online store).

The individualized cover should, within Germany, arrive in a period of 5 - 7 business days.

After the order has been placed, unfortunately, no changes can be made.

Individualized items can unfortunately not be returned or exchanged.

I am very sorry if you are not satisfied with your item. You are welcome to contact us at service@etuui.com. Please also send us a photo of the defect and the entire case directly.

We are happy to offer the payment methods PayPal, Amazon Pay, credit card, Klarna and Apple Pay. Unfortunately, not all payment methods are available in all countries. The payment methods available for your country will be displayed during the checkout process.

During the checkout process you can redeem your voucher code in the "Gift card or discount code" field.

If a difference remains open, it will be saved under your voucher code and can be redeemed on your next order.

You are welcome to rebook discount promotions during the validity period. For this purpose, please contact our customer service by email, stating your order number.(service@etuui.com)

Discount codes can unfortunately not be combined with each other. Only one discount code can be applied per order.

Discount codes can only be applied to the specified items. Moreover, sale items are excluded from all discount promotions.

You are welcome to return the item you ordered to us in its original condition within 14 days. However, in the case of 2 for 1 promotions (1 cover + 1 item free of charge), the item received free of charge must also be returned. Otherwise, we can not refund the amount paid.

Once your shipment has been processed and shipped, subsequent changes are unfortunately no longer possible.

If your order has not been shipped yet, you are welcome to send an email with your change request to service@etuui.com and we will try to accommodate your request.

Cancellations are unfortunately not possible for technical reasons. However, you are welcome to refuse to accept the order. This way it will be automatically returned to us and we will refund you the paid amount as soon as possible.

If you have any further questions, please feel free to contact us by sending an EMail to service@etuui.com.

Once your order has been shipped, you will receive a tracking number. We will send this to the email address used for the order. With the shipment number you can track your shipment.

If you do not see a change in your tracking number within 7 days, please feel free to contact our customer service by email. service@etuui. com

Germany

From a shopping cart value of 40€ the shipping within Germany is free of charge. If the basket value is below 40€ 4,50€ shipping costs will be charged.

Austria

Shipping to Austria costs 8,50€.

Europe

For shipments within Europe 9,90€ shipping costs.

Worldwide

Worldwide shipping costs 19,90€.

Our express shipping is an express shipping. If you order on a business day until 12:00 o'clock and choose the express shipping, your order will be processed and shipped on the same business day. Unfortunately, we have no influence on the shipping time of DHL.

We ship all orders with DHL.

We will try to process your order as soon as possible. Once your order has been processed and shipped, you will receive an email with your shipment number. With this you can then track your order.

For shipments to Switzerland, it may, due to customs, a slightly longer delivery time. In addition, any customs duties must be paid by the buyer.

We are also happy to send your order to a packing station. Please enter your Packstation number, postal number, postal code and city as the delivery address.

Once your order has been shipped, you will receive a tracking number. We will send this to the email address used for the order. With the shipment number you can track your shipment.

You are welcome to contact our customer service by email.(service@etuu.com) From 14 days after shipment, we can also gladly make a follow-up request to DHL for you.

Feel free to email our customer service department at.(service@etuu.com)

However, if you have concluded a filing agreement with DHL, we are unfortunately unable to help you and would ask you to contact DHL or your delivery agent directly.

We offer our cases for many (but not all) iPhone, Samsung and Haweii models.

Which models will be available again when exactly, we can unfortunately not say. You are welcome to enter your email address in our online store for the desired model. We will then inform you directly as soon as this model is available again.

Sustainability is very close to our hearts, which is why we have also implemented the theme in our Nature cell phone cases. Made without plastic and partially made of bamboo, the new cases do justice to an environmentally conscious approach.

The compostable cover consists of 76% of the completely biodegradable and compostable PBAT and PLA (consisting of corn starch, bamboo and lactic acid) and the biologically harmless substances acetyltributyl citrate, calcium carbonate (lime) and cellulose).

In our Marrakech mobile chains, the two bands are of different lengths so that they fit the body well when worn.

Germany and Austria:

You can return items in original condition that do not fit or you do not like within 14 days to us. You are welcome to create a return label via the link provided on the delivery bill (Germany: retoure.etuui.com; Austria: retoure-at.etuui.com). The cost of the return label of 3.90€ is to be paid by you and will be charged when the returned items are refunded.

Please include your name and order number with the package - this will help us process your return faster.

Other countries:

You can return items in original condition that do not fit or you do not like within 14 days to us:

Etuui Ltd.

Returns

Diesel street 6

Hall 3c

50859 Cologne

Germany

Please enclose your name and order number with the package - this will help us to process your return more quickly.

Germany and Austria:

Returning your order costs 3.90€. This will be charged to you when you receive a refund for the returned items.

Other countries:

The return shipment must be organized by you. Depending on the shipping service provider you choose, different shipping costs may apply. We recommend a return by insured shipping.

We will be happy to process your return as soon as possible. Please note that the processing time can currently take up to 4 weeks. Thank you for your patience!

A direct exchange is possible with the same value of goods and availability, for orders within Germany. Please include a note "exchange" and the desired model in the package.

Please send us an email with your concern, your order number and if possible a photo of the complaint to service@etuui.com.

Please send us a photo of the case next to your phone (so you can see the camera cutout) and a screenshot of your phone's model name to service@etuui.com. You can find the model name under your settings and "Phone info".

Please send us a photo of the defect and the entire product including your order number to service@etuui.com.