FAQ
Everything you might want to know before you order. If your question is not here, write to info@etchd.store and we will reply within 24 hours on business days.
Ordering and delivery
How long will my order take?
Every etchd piece is printed to order, so there is a short production time before it ships. Most orders ship within about 10 days. The exact production time and delivery estimate for your item are calculated and shown at checkout before you pay, so you always know what to expect.
Why is it made to order?
Nothing sits in a warehouse and nothing goes to waste. Your piece is printed specifically for you when you order it, which is why it takes a few days longer than mass produced stock, and why every print stays sharp and current.
Do you ship to my country?
We ship worldwide from partner facilities in the United States, the European Union, the United Kingdom and Australia. Your order is produced at the facility closest to your delivery address wherever possible. We currently cannot ship to Russia, Belarus, North Korea, Iran, Syria, Cuba, Myanmar, or the Crimea, Donetsk and Luhansk regions of Ukraine.
How much is shipping?
Shipping is free to the United States, all 27 EU countries and the United Kingdom, with no minimum order. For other destinations the exact shipping cost is calculated and shown at checkout before you pay.
Will I pay VAT, customs or import charges?
Prices shown in euro already include VAT, so there is nothing extra to pay on EU orders. Because we produce within the EU for EU addresses wherever possible, orders normally do not cross a border and no import charges apply. If an order does ship internationally, any duties or import taxes are set by the destination country and are the customer's responsibility.
Can I track my order?
Yes. You will receive tracking information by email as soon as your order ships.
Returns, refunds and our guarantee
What if my order arrives damaged, faulty or wrong?
We will make it right. Contact us at info@etchd.store within 30 days of delivery with your order number and a photo of the issue. Once confirmed we will send a replacement or refund you in full, at no cost to you, including any return shipping. In most cases you will not even need to send the item back.
Can I return an order if I simply change my mind?
If you are in the European Union or the United Kingdom, yes. You have a legal right of withdrawal for 14 days from the day you receive your order, without giving any reason. Just email us within those 14 days and you then have a further 14 days to send the item back in its original, unused condition. We refund the full product price plus standard outbound delivery within 14 days, to your original payment method. Return postage is at your expense unless the item was damaged, faulty or incorrect.
Outside the EU and the UK, because each piece is printed to order specifically for you and cannot be restocked or resold, we cannot accept change of mind returns. Please double check your device model and colour before ordering.
Do you offer exchanges?
We do not offer direct exchanges. If your item is damaged, faulty or incorrect we will replace it. If you would simply like something different, please place a new order.
How long do refunds take?
Approved refunds are issued to your original payment method within 10 business days. Your bank may take a little longer to post it to your account.
My order has not arrived. What now?
Email us and we will investigate with our fulfilment partner. If a parcel is confirmed lost in transit or arrives damaged, we will arrange a replacement or refund at no cost to you. Please report any issue within 30 days of the estimated delivery date.
Products and fit
Will it fit my device?
Choose your exact device model from the dropdown on the product page. We cover a wide range of current iPhone and Samsung Galaxy models, and our smartwatch straps fit 38 mm to 45 mm watches with a choice of Black, Silver, Gold and Rose Gold hardware. Laptop sleeves come in 7, 10, 13, 15 and 17 inch sizes, with exact measurements on our size guide.
What are the products made of?
Our tough and magnetic cases use a hard polycarbonate shell with a shock absorbing TPU liner. Laptop sleeves are padded neoprene. Materials for each item are listed in full on its product page.
How do I look after my piece?
Wipe it clean with a soft, damp cotton or microfibre cloth. Avoid harsh solvents and abrasive cleaners.
Can I get the same design across my devices?
Yes, that is the whole idea. Every print runs across the full range: phone cases, magnetic and clear cases, click on grips, phone stands, ring holders, laptop sleeves and smartwatch straps. Browse our matching sets to coordinate your whole setup.
Payment and security
Is checkout secure?
Yes. Payments are processed by Shopify Payments over an encrypted connection and we never see or store your card details. We accept Visa, Mastercard, American Express, Discover, Diners Club, PayPal, Apple Pay, Google Pay, Shop Pay and Bancontact.
Which currency will I be charged in?
Prices are shown in your local currency where supported. Euro prices include VAT. The final amount is always confirmed at checkout before you pay.
About etchd
Who is behind etchd?
We are a small design team based in Mauritius, operating as netqb LLC. We draw every print ourselves rather than using stock art, and we make each piece to order. You can read more about us.
How do I get in touch?
Email info@etchd.store. A real person reads every message and we reply within 24 hours on business days.