Returns

We want you to love what you ordered. If something is not quite right, you have 30 days from delivery to send it back. Please do keep in mind that your order needs to be shipped back to us within those 30 days. 

What condition it needs to be in

Unused and in the condition it arrived in. That means taken off your device, unmarked, undamaged, and sent back with any packaging it came with. Trying the case on your phone to check the fit will not void your return. Signs of use like scratches, scuffs, marks or adhesive residue will.

Custom is final sale

Custom phone cases and accessories are made from your own artwork, just for you, so they cannot be resold. They are final sale and cannot be returned or exchanged, unless there is a fault or we have made a mistake.

If something is faulty or wrong

Different rules, and much simpler ones. If your order arrives faulty, damaged, or is not what you ordered, none of the above applies and none of it is at your cost. This applies to custom products too.

Depending on the fault and how soon you get in touch, we will replace it or refund you.

Email support@thedairy.com with your order number and a photo to get started, or head to our Warranty Page for the full details.

Where returns go

We handle returns regionally, matched to where your order was made. You will be returning within your own region, so no international postage and no waiting weeks for a parcel to cross the world.

🇦🇺 Australian orders should be returned to our Australian office.
🇺🇸 US orders should be returned to our US office.
🇪🇺 EU orders should be returned to our Italian office.
🇬🇧 UK & Rest of World orders should be returned to our UK office.

Ordering from anywhere else? Email support@thedairy.com and we'll walk you through the process for your country.

Please wait for us to confirm the right address before sending anything back. A parcel sent to the wrong office will delay your refund.

Return postage

Return postage is your responsibility for change of mind returns. Express postage fees and Navidium shipping protection fees already paid are not refundable.

If your item is faulty or incorrect, we cover the cost.

How to start a return

Email support@thedairy.com with your order number and we will send you the return address and instructions.

Refunds

Once your return reaches us we will check it over and process your refund within 5 business days. Refunds go back to your original payment method, and how quickly it appears depends on your bank or provider.

We refund the price you paid for the item. Express shipping upgrades are not refunded.

Navidium shipping protection is not refunded once your order has shipped, because the cover has already run for the whole journey to you. If you cancel before your order ships, it is refunded along with everything else.

Exchanges

We do. Send your original back and we will either make you the replacement or send you a code to spend whenever you are ready. Just tell us which you would prefer.

Because every case is made to order, an exchange means printing a whole new one, so there is a flat charge to ship the replacement out to you. Return postage to us is yours as usual.

Faulty or wrong items are different. Those are always on us, postage both ways. Same 30 day window, same condition rules, and custom is still final sale.

Changed your mind before it ships?

Because our printed products are made to order, production may already have started. Email support@thedairy.com as soon as you can and we will cancel your order if we still can.

If you have selected the wrong phone model, tell us straight away. Orders usually go into production within 3 hours of being placed, and we can normally change the model before that happens. Once your case is in production we cannot change it.

A note on mindful purchasing

At The Dairy, we make every product to order, meaning each piece is created just for you. This helps us reduce waste and produce mindfully, and we encourage you to shop mindfully, too. Please purchase only the items you truly need and love.

We deeply appreciate your efforts in helping us create products that will be used, cherished, and never wasted.

Returned cases do not go back on the shelf because every case is made to order rather than held as pre-made stock. Wherever we can, we recycle returned cases or pass them on to charity instead.

UK customers

Alongside our 30 day returns promise, you have a statutory right under the Consumer Contracts Regulations to cancel within 14 days of receiving your order. Products made to your specifications or clearly personalised, such as custom phone cases and personalised accessories, are exempt from that right and cannot be returned unless they are faulty.

Nothing on this page affects your rights under the Consumer Rights Act 2015.

EU customers

If you are based in the European Union, eligible products are covered by your statutory 14 day right of withdrawal. You can exercise this right using the withdrawal option available in your order or by contacting our Customer Care team.

Products made to your specifications or clearly personalised, such as custom phone cases and personalised accessories, are exempt from the EU right of withdrawal and cannot be returned unless they are faulty.

Our 30 day returns promise sits alongside this right and does not replace it.

Questions?

Email support@thedairy.com and we will help.

Read our full Terms of Service