Orders & Payments
What payment methods do you accept?
- We accept all major credit/debit cards and secure online payment methods.
Can I change or cancel my order?
- Canceling an order: if the order hasn't been sent to production yet, you can cancel it. if it has beens sent to production, cancellation isn't guaranteed
- If the order is still On hold (not submitted to production yet), you can edit it.
- If the order is already In production, you can request changes like an address change, but it's not guaranteed and the product/design can't be change at that stage.
I entered the wrong address, what should I do?
- Contact us immediately. If your order hasn’t entered production yet, we can update your details.
Will I receive an order confirmation?
- Yes you’ll receive a confirmation email right after placing your order.
Order Tracking
How do I track my order?
- Once your order ships, you’ll receive a tracking link by email. You can also track it through our tracking page.
My tracking isn't updating, what should I do?
- Tracking updates can take a few days to appear, especially for international orders. If it hasn’t updated after several days, contact us.
My order says delivered but I didn’t receive it.
- Please check with neighbors or your local courier. If you still can’t find it, reach out and we’ll help you.
Shipping & Delivery
Where do you ship to?
- We ship to most countries worldwide.
How does shipping work?
- All products are made to order using our production partner. Once your order is placed, it goes into production before being shipped.
How long does it take to receive my order?
Estimated delivery time = production + shipping
- Production time: 1–5 business days
- Shipping time: 2–10 business days (depending on location)
Total estimated time: 3–15 business days
Why is my order taking longer than expected?
- Since each item is made specifically for you, production times may vary. Delays can also happen due to high demand, holidays, or shipping carriers.
How much does shipping cost?
- Shipping costs depend on your location and are calculated at checkout.
We also offer free shipping on orders over €50.
Since all items are made to order, shipping rates may vary slightly depending on the production partner and destination.
Returns & Refunds
Do you accept returns?
- Because all products are made to order through our partners, we do not accept returns for change of mind or incorrect selections.
What if my item arrives damaged or incorrect?
- If your item arrives damaged, defective, or incorrect, we’ll make it right.
Contact us within 30 days of delivery , provide us photos and we’ll resolve it.
Can I return an item if I ordered the wrong model?
- Unfortunately, we cannot accept returns for customer errors, as each item is custom made.
How do I request a refund or replacement?
- Contact our support team with your order number and clear photos of the issue.
How long do refunds take?
- Refunds are processed within a few business days after approval.
Products & Quality
Are the phone cases protective?
- Yes our cases are designed to offer everyday protection while staying slim and stylish.
Will the design fade over time?
- Our designs are printed using high-quality methods for durability, but normal wear over time is expected.
Are the colors exactly like the photos?
- We aim for accurate colors, but slight variations may occur due to screen settings and printing processes.
Where are the products made?
- Products are fulfilled through our global partners, with production facilities located in different regions depending on your location.
Customer Support
How can I contact you?
- You can contact us via our contact page or email to info@sophisticased.com .
What are your support hours?
- Monday – Friday
9 AM – 6 PM (Portugal time)
How long does it take to get a reply?
- We usually respond within 24 hours on business days.
Common Issues
I ordered the wrong phone model.
- Contact us immediately if your order hasn’t gone into production, we may be able to fix it.
I didn’t receive a confirmation email.
- Check your spam folder. If it’s not there, contact us and we’ll resend it.
My order is taking longer than expected.
- Production + shipping times can vary slightly. If your order is significantly delayed, go through our Contact page and we’ll investigate it for you.