Help & FAQs

Tracking Your Order:

• Immediate Updates: As soon as your order is on its way, we'll send you an email with a tracking link. This is your go-to resource for the latest updates on your shipment.
• Can't Find the Email? If you're having trouble locating your tracking email, no worries! Just chat with us on our website, and we'll swiftly assist you. Remember, if you used Apple Pay or PayPal, the email would be sent to the address registered with your payment method.

Estimated Delivery Times:

United Kingdom

• Tracked 24: Delivery in 1-2 working days post-shipment.
• Tracked 48: Arrives in 2-3 working days after shipping.
• Standard Delivery: Takes 3-6 working days post-shipment.
  

United States

• DHL Express - 2-5 Business days after shipment.
• USPS Ground - 6-15 Business days after shipment.
  

Mainland Europe

• Europe : 5 - 15 Working days after shipment.
• Rest of the world : 8-20 Working days after shipment.

Delivery Delay? We’re Here to Help:

• Contact Us: If the estimated delivery time has elapsed and you haven’t received your order, please reach out to us. We're here to help track down your shipment and ensure it gets to you as soon as possible.

Rest assured, at Blanc Space, we’re committed to making sure your order arrives on time and in perfect condition. Your satisfaction is our top priority!

Canceling Your Order:

• Time Frame: You have 6 hours from the time of placing your order to cancel it, provided it hasn't shipped yet.
• How to Cancel: Easily cancel your order via the order status page. Access this page either through the link in your order confirmation email or by logging into your account on our website.
• Immediate Cancellation: If you cancel within 10 minutes of making the payment, you might not see a refund transaction on your bank statement. Why? Because the cancellation was so swift that the payment didn't actually get deducted from your balance. Instead, the transaction is voided, and the charge is stopped. This reversal should reflect in your account within 24 hours.

After 6 Hours or Shipment:

• Limitation on Cancellations: Once your order has been shipped or if it’s been over 6 hours since the order was placed, we are unable to cancel it. In these cases, you may refer to our returns policy if you decide not to keep the order.

Modifying Your Order:

• Need to Make Changes? If you wish to edit something in your order, the best way is to cancel the existing order and place a new one with the desired changes.

Note: We understand that sometimes immediate changes are necessary, and we've made the process straightforward to ensure your satisfaction. If you have any questions or need assistance, especially if your order is already shipped or the cancellation period has passed, our customer service team is always ready to help!

Identifying the Issue:

1. Check Your Order: First, verify the model of the case you ordered. You can do this by visiting your order status page / by looking at your order confirmation email.
2. Confirm Your Phone Model: Next, check your iPhone model to ensure it matches the case ordered. Go to Settings > General > About on your iPhone to find the exact model.

Next Steps Based on Your Findings:

• If You Ordered the Wrong Model: If the case model you ordered doesn't match your iPhone model, it looks like the wrong case was ordered. No worries, though – our exchange process is here to help. Please proceed with it, and we'll ensure you get the correct case.*
• If We Shipped the Wrong Model: If the case model you ordered matches your iPhone model, but the case still doesn't fit, it seems we might have made a mistake. In this case, please send us a message with a screenshot of your iPhone settings (showing the phone model) and a photo of the case you received. We'll investigate and resolve the issue promptly.

Our Commitment:
At Blanc Space, we strive for perfection in every order. If there’s a mismatch which was our fault, we’re here to make it right. Reach out to us, and we’ll ensure you have the perfect case for your iPhone in no time!

*Personalized Items: Items made just for you, including personalized designs, are non-refundable. If there's an issue with your personalized order, don't hesitate to contact our customer service team. We’re here to help and can offer a discount on a reorder of the correct product.

Immediate Assistance:

1. Contact Us: We’re truly sorry to hear about any issues with your order. The first step is to get in touch with us. You can do this through our contact page or by initiating a chat on our website.
2. Provide Details: Along with your message, please include clear photographs of the damaged or faulty item(s). A detailed description of the problem will also help us understand the issue better.

Our Commitment to Resolution:

• Prompt Action: Once we receive your message and assess the situation, we’ll take immediate steps to resolve the issue. Whether it's a replacement, repair, or refund, rest assured we will find the best solution for you.

Quality Assurance:

• Our Promise: At Blanc Space, quality and customer satisfaction are our top priorities. We take every report of damage or fault seriously and use it as an opportunity to improve our products and services.

We apologize for any inconvenience caused and appreciate your understanding as we work to rectify the situation swiftly and satisfactorily.

Reporting Missing Items:

1. Contact Us: We're truly sorry to hear that something is missing from your order. Please reach out to us as soon as possible through our contact page or our chat service on the website.
   
2. Provide Details and Evidence:

Our Commitment to Resolution:

• Prompt Investigation and Action: Once we have the necessary information, we'll promptly investigate the issue and work towards a quick resolution. Whether it involves sending the missing item(s) or other compensatory measures, we're committed to rectifying the situation.

Ensuring Your Satisfaction:

• Our Promise: At Blanc Space, your satisfaction is paramount. We apologize for any inconvenience caused and appreciate your patience and cooperation as we work to make things right.

Please rest assured, we're here to ensure that your experience with us is nothing short of excellent.

1. Contact Us: We sincerely apologize for the mix-up. The first step is to get in touch with us immediately. You can reach us through our contact page or initiate a chat on our website.
   
2. Provide Details and Visual Proof: When you contact us, please provide a clear description of what's wrong with your order. Additionally, include a photograph of the items you received. This visual evidence helps us understand the issue accurately.

Our Commitment to Resolution:

• Swift Correction: Upon receiving your message and assessing the situation, we will take immediate steps to resolve the issue. Whether it involves sending the correct items or providing other suitable solutions, we are dedicated to making it right.

Quality Assurance:

• Our Promise: At Blanc Space, we value your satisfaction and take every instance of an incorrect order seriously. Your feedback helps us improve our processes and deliver a better experience.

We understand the inconvenience this may have caused and appreciate your understanding as we work diligently to rectify it.

Refund Processing:

• Timely Handling: Once your return arrives at our warehouse, we promptly initiate the refund process. Typically, this is done within 1-2 days from the time we receive the returned items.

Refund Arrival in Your Account:

• Notification Email: You will receive a refund notification email from us once the process is underway.
• Allow Up to 5 Days: After receiving the notification, please allow up to 5 days for the refund to be credited to your bank account.

Our Commitment:

• Transparency: We are committed to keeping you informed throughout the refund process. If you have any questions or concerns about your refund, don't hesitate to reach out to our customer service team. We're here to assist you every step of the way.

Note: While we strive for a swift refund process, the exact time it takes for the refund to appear in your bank account may vary depending on your financial institution.

At Blanc Space, your satisfaction is paramount, and we appreciate your patience and trust as we ensure a smooth refund process.

Our Warranty Coverage:

• 12-Month Warranty: Every product you purchase from us is backed by a 12-month warranty, starting from the date of your purchase.

Submitting a Warranty Claim:

• Step 1: Gather Information: To get started, prepare the following:
• Step 2: Contact Us: Reach out to us through our contact page or initiate a chat on our website. Share the gathered information with us.

Our Commitment to Resolution:

• Prompt Action: Once we have the necessary details, we'll take swift action to resolve the issue. This may involve a replacement, repair, or another suitable solution.

Quality Assurance:

• Our Promise: At Blanc Space, we stand by the quality of our products. Your warranty claim is an opportunity for us to ensure your satisfaction and address any concerns you may have.

We appreciate your trust in us and are dedicated to making your experience with Blanc Space exceptional.

We are delighted to offer free worldwide shipping on orders to most countries. While there are a few exceptions due to shipping restrictions, we strive to reach as many customers globally as possible. For a detailed list of countries we ship to and the minimum spend required for free shipping, please visit our Shipping Information page. Enjoy shopping with Blanc Space and have your favorites delivered right to your doorstep!

Fast Order Dispatch: We pride ourselves on our efficiency! 99% of our orders are dispatched within 1-2 business days from the time of order placement.

Shipping Confirmation: You will receive a confirmation email to the address provided during checkout once your order is on its way. If you used Apple Pay, the email will be sent to the address associated with your Apple Pay account.

Estimated Delivery Times:

Please choose your preferred shipping method at checkout. Below are the estimated delivery times for each option:

• United Kingdom - 1 to 2 Days
• United States - 2 - 4 Days with DHL, or 5-10 Days with USPS
• Europe - 4 - 10 Days
• Rest of the World - 6 - 10 Days

Important: The mentioned time frames are based on WORKING days and exclude weekends and Bank holidays. Please consider this when anticipating your delivery.

All Blanc Space products are proudly made and dispatched from our facilities in the United Kingdom. We ensure each item is crafted with care and shipped promptly, aiming to provide you with the best possible experience from production to delivery. Rest assured, wherever you are in the world, a piece of Blanc Space's dedication is coming your way!

Inside the UK, USA, and Most EU Countries: No worries! For customers in the UK, USA, and most EU nations, there are no additional customs or import fees. The price you see on our website is all-inclusive, covering all TAX/VAT.

Outside These Regions: Customers from other countries might need to pay import taxes, duties, and related customs fees, which are not included in your payment to us. These charges are typically determined and collected by your local customs authority. We recommend contacting your local customs office for specific information.

Exceptions in the EU: Please note, not all EU countries have the same tax agreements. Countries like Norway, Iceland, and Switzerland may require import fees upon delivery. For precise details, do check with your local customs authority.

60-Day Return Policy:

• Flexible Returns: We offer a 60-day return period, during which you can return your product for either store credit or a refund to the original payment method.

Customer Responsibility for Return Costs:

• Handling Returns: Please note that customers are responsible for all return shipping costs. We recommend using a trackable shipping service to ensure your return reaches us safely.

Special Note on Personalized Items:

• Personalized Items: Items made just for you, including personalized designs, are non-refundable. If there's an issue with your personalized order, don't hesitate to contact our customer service team. We’re here to help and can offer a discount on a reorder of the correct product.

Can I return an item if I have opened it?

Yes, we will accept a return if its been opened, as long as the item is still in new condition and has not been used / damaged or marked in any way.

Starting Your Return:

• Easy Online Process: Ready to return an item? Simply visit our Return Portal to initiate the process. Follow the instructions provided to complete your return.

Need Assistance?

• We're Here to Help: If you have any questions about returning an item or need assistance with the process, our customer service team is just a chat or email away. We're committed to making your experience with Blanc Space as smooth and satisfying as possible.

Refunds are processed within 7 days from when we receive the item(s).

At Blanc Space, we want you to be completely satisfied with your purchase. That's why we offer a 60-day money-back guarantee, giving you ample time to decide whether to keep or exchange your order.

To ensure a smooth return process:

• Condition of Returned Items: Please return goods in a resalable condition. All items should be returned new and unused.
• Exceptions: There are a few exceptions to our return policy. For more detailed information, please visit our Full Returns Page.
• Return Labels: Please note that we do not provide prepaid return labels.

Special Note on Personalised Items:
We understand that personalized items are unique to each individual. While these made-to-order items are non-refundable (including personalized designs without a name/image), we value your satisfaction. If there’s an issue, don’t hesitate to contact our customer service team. We’re more than willing to offer a discount for a reorder of the correct product.

Your happiness is our priority, and we’re here to ensure your experience with Blanc Space is nothing short of exceptional.

At Blanc Space, we believe in giving you the flexibility to ensure your purchase is exactly what you want. That's why we offer a 60-day period to decide if you'd like to keep or exchange your order.

Here's what you need to know about exchanges:

• Condition of Returned Items: To be eligible for an exchange, goods should be returned in a resalable condition. This means all items should be new and unused.
• Exceptions: Some items may have specific conditions for exchanges. For comprehensive details, please check our Full Returns Page.
• Personalized Products: Personalized products can be returned for an exchange without any processing fees.
• Return Labels: Please note that prepaid return labels are not provided.

Important Note on Personalized Items:
We craft each personalized item with care, tailored just for you. While these items are non-refundable (including personalized designs without a name/image), we want to ensure your satisfaction. If your personalized item isn’t quite right, please contact our customer service team. We’re here to help and can offer a discount on a reorder to ensure you get exactly what you need.

Your happiness with your Blanc Space purchase is our top priority. We’re committed to making your exchange process as smooth and hassle-free as possible.

Navigating returns or exchanges for items bought as part of a bundle or a Buy X, Get Y (BxGy) discount can be a bit different. Here’s what you need to know:

Adjusting Discounts on Returns:

• Changing the Deal: If you return an item from a BxGy deal, the special offer no longer applies. The items you keep will revert to their original prices, and your refund will be adjusted accordingly.

Example for Clarity:

• Deal: Buy 2 Phone Cases at £25 each, Get a Free Screen Protector (usually £10).
• Initial Total: £50 (Phone Case A: £25, Phone Case B: £25, Screen Protector: £0, discounted from £10).
• Returning One Phone Case: The remaining items (Phone Case A and Screen Protector) revert to their regular prices, totaling £35. Your refund would be the original total (£50) minus the new total (£35), equating to £15.

Note on £0 Priced Items:

• No Refund for Free Items: If you return an item that was priced at £0 in the BxGy deal, there's no refund as the remaining items go back to their original price.

Personalized Items Policy:

• Personalized Items: As always, personalized items are made just for you and are non-refundable. But, we understand that sometimes things don't go as planned. If you need to reorder a different product, please reach out to our customer service team. We're here to help and can offer a discount on your new order.

Remember, our customer service team is always ready to assist you with any questions about returns or exchanges, ensuring a smooth and satisfactory experience.

Buy 2, Get 1 Free (3 for 2) Deal:

• How it Works: Simply add any 3 products to your cart, and the lowest-priced one is on us! The discount is applied automatically at checkout.
• Want More? You can scale up! Add 6 items, pay for 4; add 9, pay for 6, and so on. It’s that simple.
• Across the Board: This amazing deal applies to all products on our site.
• Please Note: When this deal is active in your cart, additional discount codes cannot be used.

Student Beans Collaboration:

• Special Student Discount: We're thrilled to partner with Student Beans to offer students a 20% discount on all orders. It’s our way of supporting your journey!
• How to Access: Simply register with Student Beans to verify your student status and get your discount.

More Offers & Promotions:

• Stay Updated: We regularly run special offers and promotions. To stay in the loop, visit our website’s homepage and consider signing up for our newsletter. You won’t want to miss out!
  
  You can see our discount code page here

Important Note on Using Discounts:

• One Offer at a Time: Please remember, only one discount offer or code can be active in your shopping cart at any given time. For instance, if you're enjoying our Buy 2, Get 1 Free deal, other discount codes will have to wait for your next shopping spree.

Happy shopping, and enjoy the savings with Blanc Space!

Eligibility Requirements:

• Offers in Your Cart: Some discounts can't be combined. For instance, if your cart already has an automatic offer like 'Buy 2, Get 1 Free', additional discount codes won’t apply on top of this.

Expired Codes:

• Check the Validity: Some discount codes might have expired. It’s always good to check the expiry date if it’s mentioned.
• Reduced Discounts: Occasionally, older codes might still work but offer a lesser discount than originally.

Need More Help?

• We’re Here for You: If you're still having trouble or if your situation doesn’t match the above scenarios, let’s sort it out together. Start a chat with us, providing the details of the discount code and the order you’re trying to place. Our team will work with you to find the best solution.

We're committed to ensuring your shopping experience with Blanc Space is smooth and enjoyable!

If you've realized that you entered an incorrect email address when placing your order, don’t worry – we've got you covered. Here's how we can fix it:

1. Provide the Details: Let us know both the incorrect email address you used and the correct one you wish to update it to.
2. We Handle the Rest: Once we have the correct information, we'll update your email address in our system promptly.
3. Confirmation for Peace of Mind: After the update, we’ll send you a confirmation to your correct email address, ensuring you’re in the loop about your order’s status and details.

Our goal is to make your shopping experience with Blanc Space as smooth as possible, so we’re here to help with any issues, big or small!

Our Eco-Friendly Mission:
At Blanc Space, we take our responsibility to the environment seriously. Our Eco Pledge 2023 is a testament to this commitment, showcasing our dedication to reducing our impact on the planet.

Recycle & Reward Program:

• Recycling Your Old Cases: We invite you to participate in our innovative recycling program, where your old phone case, regardless of the brand, can find a new purpose. Whether it's being rehomed or responsibly recycled, we ensure it contributes to a sustainable cycle.
• Your Incentive: As a token of our appreciation for joining our eco-efforts, we offer you a 20% discount voucher for your next Blanc Space purchase when you recycle with us.

Our Sustainable Practices:

• Eco-Friendly Manufacturing: Every case is handcrafted on demand, minimizing waste and promoting efficiency.
• World's First Zero Carbon Packaging: Our packaging is sourced from leading net-zero carbon manufacturers, ensuring it's plastic-free and 100% recyclable.
• Recycled Materials: Our cases are made from at least 50% recycled materials, turning old phone cases into stylish, new ones.
• Eco-Friendly Inks: We use high-quality, GREENGUARD GOLD certified inks, meeting rigorous standards for low emissions of volatile organic compounds (VOCs).
• Carbon Neutral Deliveries: We proudly offset 100% of the carbon emissions from our delivery process.

Join the Movement:
Participating in our recycling program is simple. Head over to our recycle page (from the website footer menu).

Let’s work together towards a greener future, one phone case at a time!

Reviews at Your Fingertips:

• Directly on Product Pages: We’re proud of the feedback we’ve received! With over 6000 reviews, you can find genuine customer opinions on almost any product page on our website. It's a great way to see how our products fare in real-life usage.

Deep Dive into Customer Experiences:

• Dedicated Reviews Page: For a comprehensive view of our customer satisfaction, visit our Blanc Space Reviews page. Here, you’ll find a wealth of feedback from our happy customers, giving you insights into their experiences with our products and service.

External Validation:

• Trustpilot Rating: We’re also rated 4.8 on Trustpilot, a testament to our commitment to quality and customer service. Feel free to check out our Trustpilot profile here for unbiased and independent reviews.

We value transparency and customer feedback, as it helps us continually improve and serve you better. We invite you to explore what others are saying about Blanc Space – we’re confident you’ll like what you see!