Shipping policy

Returns & Exchanges

We want you to love your case. If something isn't quite right, we're here to help.

Exchanges or store credit are available within 30 days of purchase for full price items that are unused, in original condition, and in original packaging. Return shipping is the responsibility of the customer unless the item is confirmed faulty or incorrect.

Refunds are not offered for change-of-mind purchases. Eligible returns will be processed as an exchange or store credit.

How to Return

Please email hello@casesocietyco.com with your order number and reason for return. Our team will guide you through the next steps.

Faulty or Incorrect Items

If your item arrives damaged or incorrect, please contact us within 7 days of delivery with photos and your order number.

Claims submitted after 7 days cannot be assessed as faulty, as we are unable to determine when damage occurred.

If an item is confirmed faulty or incorrect, we will cover return shipping and organise a replacement or refund in line with this policy.

Items Not Eligible for Return

Used or opened items, unless faulty, are not eligible for return. General wear and tear including print rubbing, fading, scratches, or damage caused by moisture, oils, lotions, sunscreen, or daily use is not considered a fault. All fault claims must be assessed on items in unused, original condition.

Shipping Information

All orders are shipped from Queensland, Australia. Orders are processed within 1–2 business days, excluding weekends and public holidays. Once dispatched, you will receive a shipping confirmation email with tracking details. All parcels are shipped via Australia Post and can be tracked via their website here

Estimated delivery times are as follows:

Australia & New Zealand: 3–7 business days United States: 6–12 business days Canada: 6–10 business days Europe & United Kingdom: 6–10 business days Other regions: 15–25 business days

Delivery times are estimates only and may vary due to customs clearance, public holidays, international transit delays, or local postal services. Please allow up to 10 additional business days for delays outside our control.

For the latest information on international delivery delays, disruptions and service updates, please refer to Australia Post's official updates here: International delivery disruptions and service updates

During peak periods such as Christmas, Easter, or public holidays, additional delays are normal due to high postal volumes and customs backlogs.

International Orders, Customs & Duties

Except where stated in our Regional Notes below, import duties, VAT, customs fees, and any other import-related charges are determined by local authorities in the destination country and are the responsibility of the customer. These charges are not included in your order total or shipping cost.

Case Society Co is unable to refund, reimburse, or recover any customs duties, VAT, import taxes, or related fees under any circumstances, including in the event of a return, exchange, refund, or product concern, as these charges are collected directly by third-party customs authorities.

International shipments may be subject to customs clearance procedures upon arrival. These processes are managed by local authorities and may require action or response from the recipient before delivery can be completed.

Please note: We subsidise a portion of international shipping to offer more accessible rates. If a parcel is refused, unclaimed, returned to sender, or not cleared due to unpaid customs charges or customer inaction, any return shipping costs charged by the carrier will be deducted from the refund.

If return shipping costs exceed the value of the order, the parcel may be abandoned and no refund will be issued. Original shipping costs are non-refundable. If a returned parcel is re-sent, a new shipping fee will apply.

Regional Notes

European Union: Orders may incur import VAT and customs duties on arrival, payable by the recipient. From 1 July 2026, parcels valued under €150 are also subject to a flat EU customs duty of €3 per item (charged per item, not per parcel), in addition to local VAT. These charges are set and collected by the destination country and are not included in your order total or shipping cost.

United Kingdom: No additional VAT or customs charges apply on delivery — UK orders arrive with nothing further to pay.

United States: Duties and taxes are prepaid with no extra charges on delivery.

Australia & New Zealand: No additional customs fees apply.

All other regions: Customs charges may apply and are payable by the customer.

European Union (EU) Deliveries & Customs

Once orders arrive in the EU, they are transferred to the local postal authority for final processing and delivery. From this point, delivery timelines are managed by the destination country rather than Australia Post.

Some EU orders may be held briefly pending: • Import VAT or customs charges payable by the recipient • Local postal processing or address confirmation

If tracking shows "with the local post" or "arrived at the postal carrier's facility", this means the parcel has reached the destination country and is awaiting final clearance or delivery.

We recommend contacting your local postal carrier with your tracking number to confirm whether any action is required. Once released, delivery typically follows shortly.

Import taxes and duties are the responsibility of the recipient.

Tracking

All parcels ship via Australia Post and transfer to a local courier upon arrival in the destination country. Your Australia Post tracking number will provide the most accurate updates.

Need Help?

If you have any questions, please contact us at hello@casesocietyco.com. We aim to respond within 2–3 business days.