FAQ

Once your package departs from our warehouse, we will send you an email containing the shipping details. Depending on your chosen shipping method, the package will be either delivered to your home address or to the nearest pickup location. Please note that in exceptional situations, the postal service may choose to deliver the package to the nearest collection point.

The confirmation email will provide you with all the necessary information concerning your package as well as instructions on how to track its progress. In the event that you do not receive the confirmation email within 24 hours of making your purchase, please check your spam folder. If you still haven't received it, please reach out to our customer service.

Please bear in mind that delivery times may be extended during promotional campaigns.

Tracking

You can track your order here: TRACK YOUR ORDER

Please be aware that in order to access tracking information, parcels must be registered at the logistics center of the delivery company, a process that typically takes 1-2 days. Therefore, if you do not see any tracking updates in the initial days following the dispatch of your order, there is no need for concern.

However, if it has been over 14 days since you placed your order and you have yet to receive it, we kindly ask that you reach out to us for assistance.

We always strive to ensure swift delivery of your order.

The estimated delivery timeframe is contingent upon the country of delivery and the shipping method you select. To obtain shipping alternatives and estimated delivery times for a specific country, simply provide the address and postcode in the "shipping details" section during the checkout process.

It is important to acknowledge that the estimated delivery time provided is an approximation, subject to potential variations influenced by external factors beyond the control of Kuori and its shipping partners. Such factors may encompass adverse weather conditions, technical issues, customs delays, and others. Additionally, please be aware that delivery times may be prolonged during promotional periods. Furthermore, please note that packages are typically not transported during weekends and local holidays.

Please be aware that in order to access tracking information, parcels must be registered at the logistics center of the delivery company, a process that typically takes 1-2 days. Therefore, if you do not see any tracking updates in the initial days following the dispatch of your order, there is no need for concern.

You are given the opportunity to request a refund for one or more products within a 30- day period from the day you receive your order.

In order to ensure that your return is eligible for approval, please ensure that you meet the following criteria:

1. The product must be in the same condition as it was when you received it
2. The product should be in its original packaging
3. For custom-made or personalized products we reserve the right to refuse your return. In case of accepting the return, 50% will be refunded

Exchange

If you wish to exchange a product, please follow these steps: initiate a return for a refund, and then place a new order for the desired item on our website.

Refunds for promotional or sale orders

If you request a refund, please be aware that we will refund the amount you paid for the item. If you received a promotional discount, the refunded amount will reflect the discounted price. In cases where you made a purchase during a campaign or promotion, we reserve the right to revoke the offer or discount if your order no longer meets the conditions for the offer or discount after the return is processed.

For example, if you used a discount code that required a minimum order amount, we reserve the right to invalidate the discount code if the total amount after returning items falls below the required minimum.

In sales periods, we reserve the right to apply costs derived from the return, such as shipping and customs fees or other procedures.

Influencers

Are you a creator of content on social networks and do you think that because of your profile we could collaborate together?

Send us a message with your contact information and your metrics to hola@kuori.es.
Keep in mind that due to the high number of requests we receive, we only respond to those people with whom we want to collaborate.

Distributors / Retailers Thank you for showing interest and trust in our brand. Unfortunately, we do not offer a distribution service for our products at this time.

Rest assured, we prioritize the security of your payment information. When it comes to your transaction and payment details, they are handled directly by our trusted payment providers who adhere to stringent banking standards. Secure encryption protocols are employed to ensure the confidentiality and integrity of your data. Your credit card information is transmitted directly to your bank and remains inaccessible to anyone, including Kuori.

Furthermore, Kuori maintains an SSL certificate, which guarantees secure communication between our website and your device. We also comply with the Payment Card Industry Data Security Standard (PCI DSS) requirements, further validating our commitment to data protection.

If you have any concerns or questions regarding the security of your payment information, please feel free to reach out to our customer service team. We are here to address any inquiries you may have.

To maximize security, our payment process undergoes multiple verification steps. Upon successful payment, you can expect to receive an order confirmation email.

If you haven't received the order confirmation email, we recommend checking your junk mail or spam folder. If you still haven't received the email, please let us know.

We offer various payment options to facilitate your purchases. You can pay with credit cards such as VISA, Mastercard, Maestro, American Express, iDEAL, Bancontact and Union Pay. In addition, we accept alternative payment methods, including PayPal, Shop Pay, Apple Pay and Google Pay, and Klarna. During the checkout process, you will be able to see the payment options available in the "Payment" section.

Financing

Through the Klarna payment platform, you can finance your purchases at Kuori in three interest-free installments.

Upon completing your order, an email containing the order confirmation will be sent to the email address provided during the checkout process. If you have not received the order confirmation, please check your spam folder.

If you have checked your spam folder and waited for 24 hours without receiving the confirmation email, we recommend reaching out to us for further assistance.

We can make changes to your order as long as it has not yet been processed in the warehouse. However, if your order has already been prepared for shipment, we recommend that you return it to us so that we can make the change, as long as you comply with our return policy.

If you have made the wrong phone model when buying one of our cases, don't worry. To change the incorrect case, process the return through your customer area, indicating in the notes field the case you want for your phone model.

So that you can enjoy your order from the first moment, we recommend that you make sure of the model of your phone before purchasing the case. To do this, go to Settings and enter About or Device Information, there you will see the model and version of the phone.

We understand the importance of receiving your products quickly. Once you have placed your order, our team starts processing immediately. We can make changes to your delivery address as long as it has not yet been processed in the warehouse. However, if your order has already been prepared for shipment, we cannot modify it.

Your order will be delivered to the address you provided during checkout. If delivery to the specified address is not possible, the order may be returned. Once we receive the return, we can make the relevant refund.

Yes, we offer worldwide shipping to cater to our international customers. To explore shipping alternatives and obtain estimated delivery times for a specific country, simply provide your address and postcode in the "shipping information" section during the checkout process.

We provide various delivery options depending on your location. When you proceed with your order and enter your address and postcode in the "Shipping information" section, you will be able to view the shipping alternatives available to you.

• For customers in Europe, we utilize GLS as the delivery service
• For customers in Spain, we partner with Correos Express for deliveries
• For customers in Italy, our trusted delivery service is SEUR
• For customers in the rest of the world, we rely on FEDEX for international shipments

If your country is not listed above, you will be able to see the available delivery options during the checkout process after entering your address and postcode.

We regret to inform you that we do not have a physical store and, at the moment, we do not offer the option of in-store pickup. Our products are exclusively available for online purchase and will be shipped directly to your desired address.

We always strive to ensure swift delivery of your order.

The estimated delivery timeframe is contingent upon the country of delivery and the shipping method you select. To obtain shipping alternatives and estimated delivery times for a specific country, simply provide the address and postcode in the "shipping details" section during the checkout process.

It is important to acknowledge that the estimated delivery time provided is an approximation, subject to potential variations influenced by external factors beyond the control of Kuori and its shipping partners. Such factors may encompass adverse weather conditions, technical issues, customs delays, and others.

Additionally, please be aware that delivery times may be prolonged during promotional periods. Furthermore, please note that packages are typically not transported during weekends and local holidays.

Please be aware that in order to access tracking information, parcels must be registered at the logistics center of the delivery company, a process that typically takes 1-2 days. Therefore, if you do not see any tracking updates in the initial days following the dispatch of your order, there is no need for concern.

Typically, the package remains at the post office for 7 days before being returned. For precise information, we recommend contacting your local post office. If you fail to pick up the package, it will be returned to us and registered as "not collected."

If you no longer wish to receive the package, you must accept the delivery and subsequently return it to us to avoid it being registered as "not collected."

If the package remains as "not collected" the refund of your order will be made within 7 business days from the receipt of it. In the case of personalized products, it will not be possible to make a refund.

For items shipped within the EU, they are shipped on a DDP (Delivery Duty Paid) basis, which means that all relevant import taxes and duties are included in the final purchase price.

Non-EU countries may be subject to VAT and customs duties upon package arrival. In general, Kuori covers the fees so you don't have to pay any extra charges.

Please note that Kuori is not responsible for any change in currency value or conversion rate applied by your bank or credit card company when charging in your country's currency.

For further inquiries regarding VAT and customs duties, we recommend that you contact your local customs office for detailed information.

No, the right of return or exchange does not apply to products that have been customized or tailored to the specific requirements or personal wishes of the customer. This includes products with personalized variations or prints. As these items are produced based on individual customer requests, they cannot be exchanged or returned.

Unfortunately, it is not possible to return products from different orders in the same package. The return process involves machine processing, and returning products from different orders together may lead to difficulties in correctly processing your refund. Therefore, we recommend returning each order in a separate package.

To start the return process, please read our return policy and the guidelines provided on our website. Next, follow the steps:

1. Enter your Customer area.
2. Select the order you want to return.
3. Once in the order detail, click on the "Request return" button.
4. On the return screen, indicate a reason and finalize the request.

If you want to exchange a product, follow the same process mentioned above. . Register your return through your customer area and then place a new order for the desired product.

Exchange

If you wish to exchange a product, please follow the same process mentioned above. Register your return through your customer area and then place a new order for the desired product in our site.

Return cost

We currently offer a return service at no cost to the customer. Please be sure to read our return policy and guidelines provided on our website. In sales periods, we reserve the right to apply costs derived from the return, such as shipping and customs fees or other procedures.

Once your return is handled and approved, you will receive an automated email notification. If you have not heard from us within 3 weeks of returning your order, please contact us for an update.

After we have approved the return, it typically takes 1-5 business days for the refund to be processed and credited back to your original payment method. The refund is automatically issued to the account that was used for payment. If you made the payment using a gift card, the refund will be issued back to the gift card.

If you request a refund for an order made during a promotion or sale, please note that we will refund the amount you paid. If you received a discounted price as part of a promotion, the refunded amount will be the discounted price. However, if your order no longer meets the conditions for the promotion or discount after returning items, we reserve the right to deny the offer or discount.

For example, if you used a discount code that required a minimum order amount, and after returning items the order amount falls below the required threshold, we may deny the discount code and adjust the refund accordingly.

For purchases with package offers, where you received a special price for buying multiple items (e.g., 3 for the price of 2), the entire order must be returned to qualify for a refund.

Price adjustments or promotions do not entitle you to a reimbursement of the price difference if the price of a product has changed since you placed your order.

If a product is currently sold out and we expect it to be restocked in the future, you will typically find a button on the product page with the text "Email me when available." By clicking on this button and providing your email address, you can sign up to receive a notification when the product is back in stock.

However, if the "Email me when available" button is not present, it means that we do not have an estimated date for the product to be restocked at the moment. In such cases, we recommend checking back periodically or exploring alternative products that may meet your needs.

Leather cases

The cases of the kuori Leather collection are made of cowhide, with a PC structure, a thermoplastic that offers excellent impact resistance and an interior microfiber lining to gently fit your phone and prevent scratches.

Lace and Basics cases

The cases in the Lace and Basics collections are made of thermoplastic polyurethane (TPU), a material that offers elasticity, flexibility and resistance to scratches and other damage, with a microfiber lining on the inside so that your phone fits in the cover smoothly and without wear.

Yes, all of our cases work well with wireless charging. Unfortunately they are not compatible with MagSafe accessories.

While we do not recommend you cleaning your case with alcohol, in case it gets dirty we advise you to gently wipe it with some lukewarm water. Make sure your case is completely dry before putting it back on your phone.

We're sorry, but we only have leather cases for iPhone at this time.

We are happy to tell you no. We also have phone cases for a wide variety of models from the brands Samsung, Xiaomi, Huawei and Oppo. Check our website for the designs we have for your phone.

Our straps are delivered with a universal adapter so that you can use it in almost all types of cases on the market. In any case, if you are not sure that our strap can be used, we will be happy to clear up your doubts.

Contact us through our contact form, attaching a photo of your case and the phone model and we will carry out the verification for you.

Our phone cases are made with carefully selected materials to offer maximum resistance and durability. For designs and customizations we use high quality machinery and inks. However, it is advisable to follow some simple care tips to extend the useful life of any type of case.

• Do not expose the case to high temperatures.
• Do not immerse the case in water or other liquids.
• Avoid contact of the case with chemical products (alcohol, bleach, etc.)
• Avoid keeping your mobile phone in your bag along with your house keys or other objects that could damage the case.
• Avoid keeping the mobile in the pocket of pants, coat or other clothing that may fade.

Our straps are made with quality materials and high resistance to guarantee the perfect fit with the phone case. However, it is advisable to follow some simple care tips in order to extend its useful life.

• Do not expose the strap and its fixing ring to high temperatures.
• Avoid contact of the strap and its fixing ring with water or other liquids.
• Avoid contact of the strap and its fixing ring with chemical products (alcohol, disinfectants, bleach, etc.).
• Avoid exerting a force greater than that of its usual use.