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FAQS

Registration & Your Account

Do I have to register to shop?

No, not at all. Registering gives you special privileges such as the ability to save you details to ensure faster check out next time round, as well as the ability to check on the status of your order and save your favourite products. If you don’t want to register, you can complete the entire checkout process as a guest.

If I register, will you start sending me marketing stuff?

No, definitely not. We will only ever send you marketing stuff if you tick the box appearing when you place an order or when you register. No tick, no stuff. You can always stop receiving our marketing communications by opting out of this service.

How do I create an account?

Creating an account is as easy as pie. You can create an account from our home page, or as part of the checkout process when you place an order.

What can I do if I've forgotten my password?

It’s easily done, isn’t it? Please just contact us and we’ll send you a link to reset it.

Orders

How do I place an order?

You can browse our website by clicking the categories at the top of the homepage. When you’ve chosen the products you want to buy click the “add to basket” button. When you’ve finished shopping click on the basket icon at the top right hand corner of the home screen to make your online payment.

What do I need to do before I place my order?

Because our accessories are made for specific devices, it’s really important that you are 100% certain of which device you have before you place your order. If you’re not, please contact us and we’ll be happy to help you. It’s easier for us to help you out before you order than afterwards, so please feel free to ask us anything you like – trust us, we’ve heard it all before!

How can I pay for my order?

This site accepts American Express, Visa, Maestro, MasterCard and PayPal. All payments taken through our site are managed by Shopify payments. All card payments will be subject to validation checks and authorisation from the card issuer.

Can I change/cancel my order after I’ve placed it?

As long as your order hasn’t yet been dispatched, there is a chance we’ll be able to change your order. Please contact us as soon as possible; making sure that the subject of your email is “Change/Cancel My Order”.

What is the current status of my order?

If you have registered for our site, you can check on the status of your order at any time by logging in to your account. If not please contact us, and we’ll do our best to find out for you.

I haven’t received a confirmation or shipping email?

Uh-oh. It’s likely that for some reason your order hasn’t completed. Please contact us and we’ll double check this for you so that you can go ahead and place your order again.

I'd like to place a bulk order. How do I go about this?

Please get in touch with us directly. We’d be happy to see what the best deal we can offer you would be.

I'd like to place a corporate order. How do I go about this?

Please contact us directly. We’ll be happy to go over your exact requirements and help you find the best solution to your individual needs.

How do I use the promotional code you sent me?

Lucky you! You just need to add the items you want to buy to your basket as usual and go to the checkout. When you view the items in your bad, you’ll see a “Promotion Code” box underneath the order total. Type the promotional code into the box and press apply. Ta-da!

Why doesn’t the code you sent me work?

If your code isn’t working please firstly check that any relevant conditions apply to your order and that the code is still in date. If it still isn’t working, please contact us.

Delivery

What shipping options do you provide?

Please see our shipping page for more information.

How long will my order take?

As we make most of the product to order, our aim to have these ready within 3 working days, although custom orders will take a little longer. After that it’s in the hands of the postal services and unfortunately we can’t give a definite arrival date. Contact us for more information. If you want to track your order, please select a tracked service.

Can I track my order?

If you have selected a tracked or partially tracked service, or your order is being delivered by courier, you can track your order by going to your account. Our standard shipping service doesn’t include tracking information but should still be pretty speedy.

Do I need to sign for my delivery?

All tracked and express deliveries will require a signature on delivery.

Do you deliver to BFPO addresses?

Yes, although we can’t guarantee delivery times. This will depend on the stationing of the unit itself.

Will I have to pay customs or import charges?

Please note that whilst VAT will not be charged on orders shipped outside of the EU, customs charges may apply. These charges are your responsibility as the buyer, and if you are unsure whether such charges will apply you will need to check with your local authorities.

Returns & Refunds

What is your returns policy?

Please see our returns page for more information.

Do I have to pay for returns?

All UK returns are free. International customers will need to cover the cost of returning any items to us unless an item is faulty or we have made a mistake with your order.

Will you refund my return postage if my item is damaged or faulty?

Yes. We’re really sorry to hear that you’ve received a damaged or faulty item. Please contact us so that we can look into this for you and advise you what to do next.

I returned my order, when will I get my refund?

We aim to process all returns within 5 days of receiving them. The refund will then take around 1 – 5 business days to appear on your statement, depending on your card issuer.

Can I exchange my order?

In most cases, yes. Please contact us before you return your order so that we can advise you on the next step.

Order disputes

Unfortunately there may be occasions where you're unhappy with your order. We want to find a resolution for you as quick as possible, so will try our best to help you. Unfortunately, if you raise a credit card, PayPal or bank dispute this will prolong the process of resolving the issue - as we have to liaise with both you and the banks, who also hold your funds. This also means we are unable to quickly process a refund, if that is the resolution you want. Our ultimate goal is to make sure you’re happy, and the fastest and most efficient way is to contact us on support@coverupaccessories.com where our Customer services team you!

My Cover-Up product has become damaged, can I get a replacement?

If you been using your Cover-Up product and it becomes damaged through wear and tear, a drop, water damage or it was removed as part of a repair, then we unfortunately cannot offer a replacement. If you believe the product is faulty than please get in touch to discuss.

Security

Is my information safe?

We promise to do everything we can to protect your personal information. Any page on our site that asks you for personal information is secure. Our secure servers ensure that your information is protected throughout the ordering process using advanced encryption and firewall technology. The payment process is hosted through external servers, managed by Shopify and so we never hold any of your payment information. To further ensure your security, we also use state-of-the-art SSL (Secure Sockets Layer) encryption to protect your personal information from unauthorized use.

Why is it recommended that I enable cookies?

Cookies allow us to make sure that we display our website in the most appropriate way for you. It also means that we are able to display the most relevant products, and save any information you have previously inputted.