COVID-19 Impact

Is Mous still operating as usual?

We are doing everything we can to keep disruption to a minimum, despite the current global situation. Our UK and US warehouses are both still running and we are shipping orders as quickly as possible. We will continue to monitor the situation and make decisions which prioritise the health & safety of our employees. If anything changes, we’ll let you know immediately.

How might my order be affected by Coronavirus?

Whilst we're doing all we can to dispatch orders ASAP, many shipments will experience minor delays. We are working closely with our warehouses and couriers to keep things moving, but it is not possible for us to guarantee exact delivery dates during this period. Please allow extra time for your order to be dispatched, and keep an eye on your tracking link for the latest updates on your parcel's journey.

How might international shipping times (outside of the USA and UK) be affected by coronavirus?

Whilst we're doing all we can to dispatch orders ASAP, many shipments will be subject to delays. These may be caused by changes in transport procedures (e.g. border controls), changes in international transport (e.g. cancellation of previously used flight connections) and/or changes in delivery procedures in the destination country (e.g. social distancing measures).

We are working closely with our warehouses and couriers to keep things moving, but it is not possible for us to guarantee exact delivery dates during this period.

Please allow extra time for your order to be dispatched, and keep an eye on your tracking link for the latest updates on your parcel's journey.

For the latest information on how your country may be affected (please note this is not for shipping to the USA and UK), please click here for standard service and here for express.

How soon can I expect a response from your Customer Experience team?

We always aim to reply to every message as soon as possible, but we are anticipating some response delays due to our entire team working remotely. Please note that for Warranty-related requests, it could take up to 2 weeks for us to get back to you. We really appreciate your patience and understanding here, and will do everything in our power to continue to provide excellent support.

Ordering Help

How will I know if my order has been processed?

An order confirmation email (with cost breakdown) will be sent to your inbox once you’ve completed checkout. This email also contains our company information so can be used as an official invoice. If you don’t receive this confirmation email within 24 hours of placing your order then ping us a message and we’ll re-send it to you.

If for some reason your order did not process, but you still see a temporary charge on your credit or debit card statement, please don't panic. This is not an authorised charge so no money has been taken from your account. It is merely a pending authorisation which will drop off your account in 2-3 business days. If you have problems using your credit card on our site, please contact us or your bank. Please be assured that our website is fully SSL and TLS encrypted.

Can I change anything about my order once it has been placed?

Once an order hits our systems, it can’t be edited. It’s also very rare that our warehouse can stop the shipping process once they have your details, but if you need us to cancel your order for any reason then please get in touch as soon as possible. We will try to catch it before it goes out, but please be aware that this is not usually possible! This applies to the following circumstances:

- Changing a product or size
- Changing your delivery address
- Changing the shipping method
- Adding items to your order

If it is too late to cancel the order then we’ll help to guide you through our Returns process.

Shipping Help

Where is my order?

Our warehouse will process your order based on the shipping service selected at checkout, and once it has dispatched you’ll receive a tracking link to monitor your parcel’s progress. Please note that, whilst the vast majority of parcels do arrive within the estimated time-frame, a handful may take slightly longer due to factors outside of our control. If your order has taken longer than expected, your tracking link stops updating, or the courier reaches out to you directly with any problems, please contact us and we’ll help to investigate.

If for some reason your tracking link is not working, please try searching the tracking number from your dispatch email on the relevant website below:

USA — UPS

UK — Hermes

Express Europe & Rest of World — DHL

Standard Europe & Rest of World — Omniparcel

For more information on shipping & delivery times and costs, please click here.

What are your shipping times and costs?

Please click here to view all of our shipping and delivery options.

How long will it take for my order to be dispatched?

USA:
Orders will be dispatched within 4-7 working days.

UK:
Express orders received before 9am will be dispatched the same working day. Orders received after this will be dispatched on the next working day. Standard orders will be dispatched within 2-3 working days.

Europe & Rest of World:
Express orders received before 9am (GMT) will be dispatched within 1 working day. Orders received after this will be dispatched within 2 working days. Standard orders will be dispatched within 2-3 working days.

Why can't I see my country listed at checkout?

Due to customs limitations, we are currently unable to deliver to Brazil, Chile, China, Columbia, Curacao, India, Israel, Myanmar, Peru, Russia and Syria.

There are a number of other countries which we are currently unable to ship to due to coronavirus limitations. We aim to have these countries listed on our website again as soon as possible, and apologise for any inconvenience here.

Will I incur any customs charges or import taxes?

The Mous warehouses are situated in the US & UK, so if you are ordering internationally then your order may be subject to import taxes. All countries have unique customs laws for taxes/duties and Mous is not liable for any costs incurred. If you are concerned about high import fees in your region, please speak to your local customs office for more information before ordering. If you think there has been a customs error with your order, please contact us (and attach any courier correspondence) - we’ll always try to help where we can!

Product Help

Are your cases compatible with wireless charging?

All of our Limitless 2.0, Limitless 3.0, Contour and Clarity cases are fully compatible with Qi wireless charging!

What happens if my phone or case breaks?

All of the drops you see in our adverts are 100% real, and we truly believe in our cases’ protective abilities! However we do not claim that our cases make the phone inside indestructible, and it’s a sad reality that any phone can break, even with a protective case on. With this in mind, please be aware that we cannot cover the costs of any phone repairs. If there is an issue with your Mous product which is covered by our Lifetime Warranty, please let us know and we’ll do our best to make things better.

Returns

Can I return my order for a refund or exchange?

Items purchased on our website can be returned to us for a refund or exchange within 30 days of purchase. Any products must be unused (including screen protector if provided) and in their original packaging. If your item was not purchased via our website, you should contact the seller directly for returns. Return shipping fees and the shipping fees from your original order will not be refunded for non-defective products.

For further details about our Returns policy, or any other conditions of sale, click here.

For returns enquiries, please fill out our Returns Form.

Discounts

Do you do discounts for students?

Yes! Students can enjoy 20% off all year round by registering with Student Beans to verify their student status. We currently only offer this to students in the UK, US & France. Click here to get your student discount.

Do you offer any seasonal promotions?

Sign up to our mailing list at the bottom of this page to be the first to hear about any upcoming promotions or launches.

Can I use multiple discount codes on my order?

No, sorry! It's only possible to use one code per order.

I forgot to use my discount code - can you add it to my order now?

Unfortunately we are not able to retrospectively apply discount codes to orders once they've been placed. We do apologise for any disappointment here, but you can sign up to our mailing list and be the first to hear about future offers!

Contact

How can I contact you?

We love hearing from you!

For general enquiries, please use our Contact Form.

For returns or warranty requests, please use our Returns/Warranty Form.

For retail or marketing enquiries, please see the details further down our Contact Form page.

And of course you can find us on the following social media platforms - Facebook, Instagram, YouTube , Twitter, or TikTok!

Need something else?

Contact us
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