Our Return & Exchange Policy at a Glance
- Return Window: 15 days from the date you receive your item.
- Condition: Items must be unused, in their original packaging, and with all tags attached.
- Process: Initiate a return by contacting our support team. Unauthorized returns sent back to our address cannot be processed.
- Refunds: Issued to the original payment method. See details below.
- Exchanges: Available for size or color (subject to stock). We’ll guide you through creating a new personalized item.
- Non-Returnable Items: Please see the important section below regarding personalized and customized products.
The Detailed Process: A Step-by-Step Guide
Step 1: Review & Contact Us (Within 15 Days)
Please review your item upon arrival. If you need to initiate a return or exchange, contact our dedicated support team at [email protected] within 15 days of receiving your order. Include your order number and the reason for your request.
Step 2: Receive Authorization & Instructions
We will respond within 2 business days with a Return Merchandise Authorization (RMA) number and detailed instructions on where to send the item. Returns cannot be processed without an RMA number.
Important: Non-Returnable Items
Due to the deeply personal nature of our products, all personalized, engraved, or custom-designed items are final sale and cannot be returned or exchanged, unless they arrive damaged or defective.
This includes any AirPods Cases, Card Holders, Keyrings, Laptop Cases, Phone Cases, Phone Charms, or Ring Holders that have been modified with custom text, images, colors, or designs specific to your order. We craft these uniquely for you, making them difficult to resell.
For non-personalized, standard items, our standard return policy applies.
Step 3: Ship the Item Back
Securely package the item in its original packaging, include the RMA number inside the package, and ship it to the address we provide. We recommend using a trackable shipping service. You are responsible for return shipping costs unless the return is due to our error (e.g., wrong item shipped, defective item).
Return Address:
Coverlab Case Shop – Returns
2811 Mechanics Avenue
Savannah, GA 31404
USA
Step 4: Inspection & Processing
Once we receive and inspect the returned item (typically within 5 business days of receipt), we will notify you via email about the status of your refund or exchange.
Refunds: Timing & Method
We process refunds with the same attention to detail we apply to our products.
- Timing: After approval, your refund will be processed, and a credit will be automatically applied to your original payment method within 7-10 business days.
- Method: Refunds are issued to the original payment method used at purchase (Visa, MasterCard, JCB, or PayPal).
- Deductions: Original shipping charges are non-refundable. For returns not due to our error, a restocking fee may apply in rare cases, which we will communicate transparently beforehand.
Exchanges
Need a different color or variant (for non-personalized items)? We’re happy to help!
- Contact us to initiate an exchange request.
- If the desired item is in stock, we will provide instructions for the return and create a new order for the exchange item.
- You will be responsible for the price difference (if any) and any additional shipping charges for the new item.
For a faster resolution, we often recommend placing a new order for the desired item and following the standard return process for the original one once you receive the RMA.
Damaged or Defective Items
We take great care in crafting and packing your order. If your item arrives damaged or defective, please contact us immediately at [email protected] with photos of the product and the packaging. We will swiftly arrange a replacement or refund, including covering return shipping costs.
Return Request Email Template
To make the process smoother, you can use the template below when contacting us. Simply copy, paste into an email, and fill in the bracketed information.
Need Help?
Our customer service team, based in Savannah, Georgia, is here to guide you. Reach out for any questions about returns, exchanges, or your order.
Email: [email protected]
Address: Coverlab Case Shop, 2811 Mechanics Avenue, Savannah, GA 31404, USA
We’re committed to ensuring your experience with Coverlab—from design to delivery and beyond—reflects our philosophy of craftsmanship and care.