Store FAQ

• How long will it take to receive my order?

  Please allow 2-3 days for order processing. Note that orders from the U.K., Germany, and France will be shipped most of the times from our U.K. warehouses. Rest of international orders will be shipped directly from our warehouse in Shanghai to reduce shipping costs. - U.K.: 5-7 days with Hermes -France, Germany: 7-12 days -Rest of Europe: 7-21days -US, Canada: 10-15days -Rest of the world: 10-30 days We do not ship to Military/APO/FPO/ PO Box addresses. Please please ensure you enter the right address, We are not held accountable for any wrong addresses provided by the customer. *Tracking number provided for all orders. All orders can be tracked on https://www.17track.net/en While we do our best to meet these time frames, during busy periods there may be some changes and deliveries may take longer. There may also be situations, (including but not exclusive to poor weather conditions, customs delays, local postal delays and tech updates) which result in a longer delivery. We strive to bring joy by shopping with us, our goal is to satisfy our customers with their purchases and hopefully leave a smile on their faces at the same time :) Should you have any questions, please do not hesitate to contact us at [email protected], we usually reply in a couple of hours.

• COVID-19 Update

  We are doing everything we can to protect the well-being and safety of our community as a coronavirus (COVID-19) continues to impact the world. Based on CDC guidelines, we have taken precautionary measures to increase the frequency of sanitation in our distribution facility and have enforced a social distancing plan. Our warehouse is now working on a restricted schedule and with a smaller team. Because of this, you may experience a longer delay in order processing before your package ships out while we navigate this new normal. We truly appreciate your patience and apologise in advance for any extended wait. For our current international shipping restrictions, please visit this page. We apologise for any inconvenience!

• Do you accept orders placed outside of the US?

  TotallyCase offers a worldwide delivery service, woohoo! Yes! We mainly ship to Europe, North America, and Australia. This is because there are more shipping options. If you do not see your country available in the shipping options, please send us an email and we can most likely add it.

• Do you have your own official website?

  Yes, we do! https://totallycasa.storenvy.com/

• What happens if I got my address wrong?

  If you provided a wrong/old address, please let us know as soon as possible - by email ([email protected]) - if we haven't yet posted your order then we can change it. Unfortunately, changes to the address can't be made after posting. If you provided an "incomplete address" (or for another reason that is not our fault). You will be asked to provide extra payment to cover the cost of re-posting (we are only a small business so can't afford to cover these costs ourselves)

• What do I do if I never received my order?

  Oh no! Hopefully, this doesn't happen but if it does, we'll figure this out together! Kindly check the shipping status and contact us immediately at [email protected] if you still have not received your order after the estimated shipping time. We do not assume responsibility if the recipient is no longer at that address upon delivery within the projected shipping timeline

• My item arrived damaged, what should I do?

  Please send a photo to us at [email protected] and include your order number so we can take a closer look and help with a solution!

• Do you wholesale?

  Yes! Please contact us at [email protected]

• How do I contact your company if my question isn’t answered here?

  Please contact us at [email protected]

• How do I contact your company if my question isn’t answered here?

  Please contact us at [email protected]