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Help Center

Orders

How can I place an order?

Simply add as many (personalized) items as you wish to your shopping cart while browsing our store. Once you want to proceed with the order - do so by going to the cart and clicking "checkout". Follow the instructions in the checkout by providing us with delivery information and select payment method the for goods - we will ship your package within 1-2 business days. Our support team is always happy to guide you at any step!

I need to change something on my order. Can I do this?

We personalise items very soon after receiving orders. Once an order has been placed and finalised on our website, we’re unable to make changes to your order under any circumstances. For any further queries regarding your order, please contact us on support@thecaseclubla.com.

I received the incorrect product, what to do now?

If you believe you have been sent the an incorrect item, please e-mail photos to support@thecaseclubla.com

Please note The Case Club is not liable for incorrectly ordered products. We do not replace these unless it was caused by a mistake from our warehouse department.

The personalisation on my product is incorrect, what to do now?

In the rare instance the monogramming on your product is incorrect, please send your order number along with pictures to support@thecaseclubla.com. Please note we only accept letters A-Z and symbols , . ‘ & -. All other symbols, numbers and emoji’s will not be monogrammed and if these are missing, the monogramming is therefore not incorrect.

Shipping

Where do you ship from?

All orders are shipped from The Netherlands.

Where do you ship to?

We ship worldwide, including but not limited to Europe, United States, Canada, United Kingdom, Australia, Asia, Middle East.

Is shipping free?

Shipping is free worldwide. Next to our free shipping option, we offer faster FedEx International Priority shipping for an additional flat fee.

Can you help track my order?

After your order has been shipped, you will automatically receive an e-mail with your tracking information. Please note that it may take up to 24 hours for the tracking information to update. Once the parcel reaches your country, we also advise checking with your local post service as they will provide further updates for you. Our customer service team is always happy to assist. Please send an e-mail to support@thecaseclubla.com

How long will it take for my order to arrive?

Depending on your country, all orders are delivered within 1-10 days.  Europe: 1-3 days United Kingdom: 3-5 days US/Canada - 5-10 days Other countries - 7-10 days Optionally, we offer faster FedEx International Priority shipping for an additional flat fee. Your order will be delivered the next day before 12:00 PM, given your order is placed before the cut off time. *Shipping times are estimates based off our data and no rights may be derived from it.

My address is incorrect, can you change it?

Please contact support@thecaseclubla.com as soon as possible. If your order hasn’t been dispatched yet, we’re able to make changes accordingly. If your order has already shipped, we’re unable to make any changes. If your order is undeliverable due to an incomplete or incorrect address, we can organise a re-delivery as soon as the parcel has been returned to us by the post service.

Payment

What payment methods do you accept?

We accept secure payments for all major credit cards (VISA, MasterCard, American Express), PayPal, iDeal, Bancontact, Klarna After Pay, Giropay and SEPA Banking.  Please note not every payment method may be available in your region. You can select your preferred payment method at checkout.

Will there be any customs fees or taxes upon receiving my item?

Due to the value of most orders, it is rare to surpass the threshold amounts for customs fees and taxes. However, this varies depending on the country. If you are not sure about your local customs fees, we advise contacting your local post office or customs office. Our warehousing and logistics partners work hard to ensure a smooth delivery but we’re not responsible for delays and extra fees that may incur. The customer will be responsible for any additional customs fees/duties/taxes. Please be prepared for these additional fees if you reside outside Europe and your order value surpasses below amounts:  United States: Orders below $800 are not subject to tax or import duty. Any amount above $800 will be subject to tax and import duty. A $850 order will be taxed at $50.  United Kingdom: Orders below £135 are not subject to tax or import duty. Orders exceeding £135 are subject to 20% sales tax + 2% import duty.

What happens if I don’t pay customs charges?

We aren’t affiliated with customs charges. If you do not pay your customs fees and your order is destroyed, we are unable to provide a refund or replacement.

Returns

What is your returns policy?

All The Case Club products are handmade with passion. We are therefore confident that your product is up to standard. If you believe it not to be, please consult our returns policy here.

I am not satisfied with my product, what to do now?

All products are quality checked on 5 different aspects before leaving our warehouse. This ensures we’re confident that all products we ship out are up to standard. If you are dissatisfied with your product please contact our customer service team at support@thecaseclubla.com and inform us of the problems you are experiencing. Please include photos of your product and we will try our best to resolve this as soon as we can.

My item is damaged, what to do now?

In the rare instance your product is faulty or damaged please email our customer service at support@thecaseclubla.com with your order number and include photos of the damages that are occurring. Please note: Items that are damaged as a result of normal wear and tear or excessive use are not considered to be faulty. We include a Care Manual with every product with best practices to keep your product maintain its best appearance. If there is a manufacturing defect, we will make our best effort to repair and fix it, provided that the claim is made within a reasonable time frame. It is at the discretion of your customer service representative to make this decision. 

I changed my mind about the item I ordered. Can I return it?

Personalised products will not be accepted for return under any circumstances. We do not refund or exchange personalised products unless the item is faulty as a result of manufacture.

Materials

What material are your products made from?

We use premium pebble grained leather. All products are hand-made and due to the nature of leather, every item is unique and there may be slight variations in the leather pattern and texture.

How are the letters applied to my product?

We hot stamp your monogram into our products with gold or silver foil, sourced from the highest quality to ensure your monogram won't fade.

How to care for my product?

In order for your product to maintain its best appearance, we recommend to avoid exposure to oil based conditions, moisture, extreme temperatures and contact with abrasive surfaces and jeans that leave stains. We recommend to wipe the product with a dry lint-free or slightly damp cloth when needed.  We will make our best effort to repair and fix any manufacturing defect, provided that the claim is made within a reasonable time frame. It is at the discretion of your customer service representative to make this decision.

Other

Can I add emoji’s to the product?

We currently do not offer any emoji’s.

Can I add any special characters or numbers to the product?

We only accept letters A-Z and symbols , . ‘ & -. All other symbols, numbers and emoji’s will not be monogrammed and the product is not considered faulty if these are missing.

Do you offer customization services for corporate customers?

We offer full customization to our corporate customers. We are able to personalize our range of products with your company logo and custom monogramming for every individual product.  We’d love to speak to you about your individual needs. Please contact us at support@thecaseclubla.com.

How can I contact The Case Club?

We’re available through e-mail at support@thecaseclubla.com or through WhatsApp at 00 31 85 018 84 05.