How can we help you?

We want to sort out any issues with faulty items straightaway, so if the product we have sent you is faulty or damaged please do not hesitate to contact us at support@x-case.icu including a photograph to show the issue. 

If a product incurs damage within a 14 day period after delivery we will investigate the issue. We cannot be held responsible for any damage incurred after this period.

We want to sort out any issues with incorrect items straightaway If one of the items you have received is not what you ordered, please contact our Customer Care team with:

  • Your order number
  • A photograph of the incorrect item

We will investigate the incorrect item and aim to resolve this asap.

We may have shipped your items in different parcels so please contact our Customer Care team and let us know

  • Your Order number
  • Which item you are missing

We will resolve the issue as quickly as we can.

As we aim to produce and ship customer orders as promptly as possible, we run completely automated systems and therefore once your order has been integrated into our production queue we are unable to make any amendments.

Within a short space of time from receiving the order, the print file is created and sent to the production queue, however please contact our Customer Care team and we will see if it is possible to stop your order before production integration..

As we aim to produce and ship customer orders as promptly as possible, we run completely automated systems and therefore once your order has been integrated into our production queue we are unable to make any amendments.

Within a short space of time from receiving the order, the print file is created and sent to the production queue, however please contact our Customer Care team and we will see if it is possible to stop your order before production integration..

Please Note: Promotions through companies other than x-case may carry varying dispatch times - please see the relevant promotion terms and conditions for delivery information

To track the progress of your order, please log in to your x-case account and review your Order History.

There are 3 order status:

Pending We have received your order and the artwork file is in the process of generation
Processing Your order is in the process of being manufactured or is complete and awaiting shipment
Shipped Your order has been shipped to you. See Domestic Shipping and International Shipping for more details

If you have not received your order within the expected time, please contact our Customer Care team and advise your order number so we can investigate for you.

You can use any of the payment types listed below to pay for your order. We take your security very seriously, therefore your details are safe with us and we do not store your card details. We also take fraud very seriously too, so all credit and debit card holders are subject to validation and authorisation by both us and the card issuer. 

If you experience a complication during the checkout process, there are some simple steps to take (depending on the nature of the issue) that may help to resolve the complication.

  • Credit/Debit Card Issues
  • PayPal Complications

Credit/Debit Card Issues

  1. Input credit card information correctlyCheck Firewall and/or Security Settings
    • Do not use spaces, dashes or other characters when placing in your card number
    • Please make sure the expiration date and security code are exact.
    • Please place name as shown on card into the appropriate field.
    • Please ensure the card is registered to the billing address you specify.
  2. If you trying to access your account from work or a public computer, please be advised that some companies/organizations may have adjusted their security settings to block potentially hazardous websites. Accessing the x-case site while Firewall & security settings are set to "High" may affect basic functions of the site including the checkout process. If your computer accesses the web through a business intranet, please ask the computer's IT Administrator to add our webpage as a "trusted site."

    If you are using your own connection, make sure that your individual security settings are adjusted to Medium (or default) and that x-case.icu has been added as a "trusted site.

  3. Multiple Failed Attempts Processing a Credit Card Transaction

    If you have tried to process your transaction with the same credit card two or more times, and your order has failed to completethen there may be an issue with the credit/debit card you are attempting to us as our payment gateway is blocking the transaction.

    If you are experiencing this problem

    • Try placing your order with a different credit card
    • Use Paypal to complete your transaction
    • Check with your bank to ensure there are no current restrictions on your card

PayPal Complications

We collect funds from your PayPal account only when a new order has moved into the processed state. You must have a valid credit card or debit card linked to your PayPal account to proceed through checkout.

If you have encountered an error during the checkout process or received a message of payment failure while attempting to finalize your x-case order, be advised that your order has NOT been processed until you have reached the final x-case order confirmation page. Your order will show in our system as Unconfirmed and no money will have been debited from you. If you encounter this issue and are unsure as to the status of the transaction, please contact us and we would be happy to assist you in completing your order. In some instances you may need to contact PayPal to ascertain the nature of the payment failure.

We assure you that you will only be charged for orders that are finalized and verified through our on-line order system.

Declined PayPal Transactions
There are several reasons your payment may have been declined by PayPal.

  • Suspicion of fraud or incorrect billing information
  • Invalid Credit Card or account linked to PayPal (or none linked)
  • Insufficient funds

For more information, please log in to your PayPal account , or contact PayPal Customer Support.

Step 1

Enter the code exactly as it was given to you, without any spaces. Type or copy and paste the code into the 'Discount Code' box. To make the text box appear, click on the + at the end of Discount Code (see below)

Step 2

Once you've entered the code, click on 'Apply' and it will add the code to your order. When the code has been applied to your order, you'll see the promo value and the total of your order will change to reflect the code.

You must enter the discount/promo code when you are checking out as it can't be applied later.

Step 3

If you find that your promo code isn’t working then please check the below:

  • You can only use one discount/promo code per order. 
  • You are using the correct code as specified by us or our partner if it is a 3rd party promotion
  • As our discount/promo codes vary so do the terms and conditions of each, so make sure you check when you receive any codes. Codes may only be valid for certain items and the majority of codes will have an expiry date. You should be able to find the terms and conditions in the same place you found the code whether it be through an email or on our website. 

If your discount code is still not working after checking all of the above, then please contact our Customer Care team

Please Note: Promotions through companies other than x-case may carry varying dispatch times - please see the relevant promotion terms and conditions for delivery information

To track the progress of your order, please log in to your x-case account and review your Order History.

There are 3 order status:

Pending We have received your order and the artwork file is in the process of generation
Processing Your order is in the process of being manufactured or is complete and awaiting shipment
Shipped Your order has been shipped to you. See Domestic Shipping and International Shipping for more details

If you have not received your order within the expected time, please contact our Customer Care team and advise your order number so we can investigate for you.

 

For dispatch times and transit times please see the relevant product page for information.

Please Note: If ordering via a promotion from a company other than x-case, please see the terms and conditions specified on that promotion as dispatch times may vary

All UK orders are shipped using Royal Mail services 

Yes we do, and where applicable all international orders are delivered using Royal Mail Tracked services

We do not ship to all worldwide locations, and if the destination country is not listed on our checkout page then unfortunately we are not able to deliver there.

If the destination is within Europe the estimated transit time is 5-7 working days after dispatch

If the destination is outside of Europe the estimated transit time is 7-10 working days after dispatch.

If your item has been sent on a tracked or recorded service, and you were not in to receive the order, then the order will be held at your local depot awaiting collection.

In the UK the Royal Mail will leave a calling card to advise you of this, and you will need to collect from them or contact them to arrange a re-delivery

If you are an international customer, then you will need to contact your local operator to arrange a re-delivery.

Please contact our customer care team asap to advise if you have provided an incorrect address so we can amend in our system if the order is still in production

Once dispatched we are unable to amend the delivery address and it is more than likely that the order will not be delivered to you

Once the order is returned to us by the Royal Mail due to either an insufficient or incorrect address being entered, we will notify you and should you request that the order be re-dispatched we will send a payment request for the postage charge again. The order will not be re-dispatched until this payment is received.

In the event that the x-case product received by you is in a damaged or defective condition, or if it does not materially match the description or pictures on the website, please contact us at support@x-case.icu and include a photograph that shows the issue so we can investigate. We will offer to send a replacement or alternatively a refund will be issued should we agree with your claim.
If you have ordered an incorrect product or have not followed the design guidelines provided, then unfortunately we are unable to offer a replacement free of charge or a refund.
 
If you have requested a refund and we have agreed your claim, we may ask you to return the order to us using 1st class Signed For service. In all cases you must return the x-case unused with a copy of the dispatch note.

Return costs are not pre-paid. Postage or other return costs will be the customer's responsibility and will be reimbursed by us only in the case of damaged, faulty or incorrectly supplied goods. In cases where we do refund return postage, we will only refund the cost of Royal Mail 1st class Signed For post. You must return the goods, together with their packaging, in the same condition as supplied to you. Returns are sent at your risk.
Should we request that you return your order, please send using 1st class Signed For service to the address below:

74 Group Ltd
27 Hastings Rd
Bromley
BR2 8NA

If we have sent you the wrong colour or size by mistake, please contact us at support@x-case.icu and include a photograph that shows the issue. We will offer to send a replacement or alternatively a refund will be issued should we agree with your claim.

However, if we have sent you the colour or size you have ordered we cannot accept it for return as it has been made just for you. Please do check your order carefully before completing the transaction - for certain products we provide a checklist that must be completed to help with the checking process. In terms of colour we make every effort to achieve the colour of the item you have designed, however colours do appear differently on different monitors, so this must be taken into consideration.

When you are uploading artwork it is your responsibility to supply us with an image that is of good enough quality. This is further made apparent when using the designer tool. Artwork uploading and printing is fully automated and will not be checked.

The preview will generally show if your image is not of sufficient quality to use - for example, if the image looks pixelated and blurry in the preview, this is how it will look when printed. Our systems are unable to improve the quality of the image uploaded

If you are concerned about the quality of your image please contact us at support@x-case.icu and we can check this for you.

If your device is not listed, please contact us at support@x-case.icu and we will look into whether any products are soon to be offered for your device

If the product you wish to purchase is out of stock, please contact us at support@x-case.icu and we will look into when the product is due to be available again or if the product is due to be discontinued.

If for any reason your are experiencing any technical difficulty in placing your order, please contact our Customer Care team and outline the issue along with information on what device you are using and which browser you are using

We will then look into this issue asap for you

If you have requested a password reminder but you have not received the reminder email, it may be due to the following reasons

  • you do not have an existing account with us
  • you now use a different email address to the address specified in your account

If you are unsure please contact support@x-case.icu and we will investigate this for you.

If you experience a complication during the checkout process, there are some simple steps to take (depending on the nature of the issue) that may help to resolve the complication.

  • Credit/Debit Card Issues
  • PayPal Complications

Credit/Debit Card Issues

  1. Input credit card information correctlyCheck Firewall and/or Security Settings
    • Do not use spaces, dashes or other characters when placing in your card number
    • Please make sure the expiration date and security code are exact.
    • Please place name as shown on card into the appropriate field.
    • Please ensure the card is registered to the billing address you specify.
  2. If you trying to access your account from work or a public computer, please be advised that some companies/organizations may have adjusted their security settings to block potentially hazardous websites. Accessing the x-case site while Firewall & security settings are set to "High" may affect basic functions of the site including the checkout process. If your computer accesses the web through a business intranet, please ask the computer's IT Administrator to add our webpage as a "trusted site."

    If you are using your own connection, make sure that your individual security settings are adjusted to Medium (or default) and that x-case.icu has been added as a "trusted site.

  3. Multiple Failed Attempts Processing a Credit Card Transaction

    If you have tried to process your transaction with the same credit card two or more times, and your order has failed to completethen there may be an issue with the credit/debit card you are attempting to us as our payment gateway is blocking the transaction.

    If you are experiencing this problem

    • Try placing your order with a different credit card
    • Use Paypal to complete your transaction
    • Check with your bank to ensure there are no current restrictions on your card

PayPal Complications

We collect funds from your PayPal account only when a new order has moved into the processed state. You must have a valid credit card or debit card linked to your PayPal account to proceed through checkout.

If you have encountered an error during the checkout process or received a message of payment failure while attempting to finalize your x-case order, be advised that your order has NOT been processed until you have reached the final x-case order confirmation page. Your order will show in our system as Unconfirmed and no money will have been debited from you. If you encounter this issue and are unsure as to the status of the transaction, please contact us and we would be happy to assist you in completing your order. In some instances you may need to contact PayPal to ascertain the nature of the payment failure.

We assure you that you will only be charged for orders that are finalized and verified through our on-line order system.

Declined PayPal Transactions
There are several reasons your payment may have been declined by PayPal.

  • Suspicion of fraud or incorrect billing information
  • Invalid Credit Card or account linked to PayPal (or none linked)
  • Insufficient funds

For more information, please log in to your PayPal account , or contact PayPal Customer Support.

If for any reason your are experiencing any technical difficulty in placing your order, please contact our Customer Care team and outline the issue along with information on what device you are using and which browser you are using

We will then look into this issue asap for you

If you have requested a password reminder but you have not received the reminder email, it may be due to the following reasons

  • you do not have an existing account with us
  • you now use a different email address to the address specified in your account

If you are unsure please contact support@x-case.icu and we will investigate this for you.

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