Enjoy 10% off for your first order! View details
Enjoy 10% off for your first order! View details

FAQs

Account

Do I need to create an account before placing an order?

You can either sign up for an ONLLY Case account or purchase as guest.

An ONLLY CASE membership comes with the following attractive benefits:

  • Your ONLLY Avatar and your family and friends can be uniquely created and securely stored in your account.
  • Your personal information is saved securely, for a faster, more convenient experience at checkout.
  • Un-purchased items remain in your SHOPPING CART for your next visit.
  • Track your order status and history.
  • Save and send your unique ONLLY Avatars for further usage in your social media.
Can I share my membership account with anyone else?

The ONLLY CASE membership is unique to each customer and cannot be shared with anyone else. In each profile, we store your ONLLY connections with your family and friends for your eyes ONLLY.

How do I update my ONLLY CASE account details?

You may sign in to [My Account] at ONLLY CASE website to update your personal information.

Order

Can I order a gift online?

Every purchase at ONLLY CASE is a unique gift - even including for yourself! We gift-wrap all ONLLY CASEs created uniquely by you for secure delivery.

Which payment methods do you accept?

We accept the following payment methods on our website:

International MasterCard, Visa, American Express and JCB Cards

  • JCB Cards payment for International Orders is available for Japan/JPY only
What currency will I be charged in?

The currency is automatically set to match the country you are browsing in. When you select an overseas delivery destination, the currency and pricing will change to match that country. Please note that the default currency is US Dollar (USD) for the rest of the world.

Are ONLLY CASE Gift Cards available?

At the moment, Gift Cards are not for sale on the ONLLY CASE official website. They are occasionally offered in special promotions or events. If you have a Gift Card, you may enter the redemption code beneath the scratch panel in the promotion code text box and apply.

What can I do if my order was unsuccessful?

Please first check with your credit card issuer, and CONTACT US by email to hello@onllycase.com for further assistance.

When will payment for my order be charged?

Online orders will usually be charged upon submission of order.

Can I add additional items to my submitted order?

Once your order has been submitted, you cannot add additional items to it. In alternatives, you may submit a new order for additional items.

Can I cancel my order?

With 24 hours upon submitting an order, simply CONTACT US if you wish to cancel it. Once we enter production of the products in your order, no cancellation can be made. If your order has been dispatched, please refer to RETURN & EXCHANGE for details.

How do I check the status my order?

Once your order is submitted, you will receive a confirmation email with an estimated delivery date. You can also check your order status online by checking into My Account.

For orders to be delivered by our appointed courier, click [Order Tracking] to get the tracking number. You can use this number to track the delivery status via the respective courier’s website.

What delivery options are available?

We offer the following delivery options:

  • For deliveries to Hong Kong, Taiwan, Mainland China and Macau: SF Express
  • For deliveries to the rest of the world: EMS or UPS Express
When will my order be delivered?
  • Hong Kong SAR: within 5 working days
  • Other destinations: the total estimate is 5 working days + country transit time estimation.
Will I be charged any taxes or duties?

Taxes and duties are calculated according to your selected shipping destination.

Delivery Duty Unpaid (DDU)

For shipments to DDU destinations, you will be responsible for the required import duties, customs and local sales’ taxes levied by the destination country. Payment of these charges is necessary to release your order from customs. Our courier, UPS, or the local mail service will contact you with the details of any import charges to be paid.

Returns

Can I claim replacement or refund for an item?

In case of defects upon receipt of the product(s), please email us at hello@onllycase.com with photos of the defect(s) and order number for further investigation within 5 working days upon signed receipt of the shipment. Defects, including crack(s), break(s) and serious scratch(es), will be compensated either by refund or replacement of product(s) in question. Upon establishing the defect case, you would not have to send the product(s) with defect(s) back to ONLLY CASE.

How will my item be replaced?

In the event of product replacement, ONLLY CASE will examine and confirm the claim with an email to you. Upon your confirmation of shipping costs (to be quoted in each case), we will produce the product(s) in question to order with no cost. You will get your product(s) replaced by only paying for the shipping costs.

Import taxes, duties or related fees might be levied in some countries or regions. The amounts quoted in ONLLY CASE orders do not include those costs. These charges, where applicable, are determined and charged by local Customs or relevant parties.

Will the delivery fee, tax and duty costs be included in my refund? How long will it take to receive my refund?

In the event of refund, a refund of the product costs will be made in the chosen payment method in the order. Shipping costs will not be refunded. There will be a lead time for payment processing. Thank you for your understanding.