It’s Cool | itscool.me | Last updated: July 2026
Our Commitment
Every phone case is custom-made to order using your unique AI-generated design. Because each product is produced specifically for you, we are unable to accept returns or exchanges for change of mind or incorrect size selection. Please double-check your phone model before placing your order.
That said, we stand behind the quality of our products. If something arrives damaged or defective, we will make it right â no questions asked.
Eligible for a Full Refund or Free Replacement
You are entitled to a full refund or free replacement (your choice) if:
- The product arrives damaged (cracked, broken, or crushed during shipping)
- The product has a manufacturing defect
- You receive the wrong item or wrong phone model
- The package is lost in transit and not delivered within 45 days of your order date
How to Submit a Claim
Email info@itscool.me within 30 days of receiving your order with:
- Your order number
- A clear photo of the issue (damaged area or incorrect item)
- Your preference: replacement or refund
We’ll respond within 2 business days and process your request as quickly as possible. You do not need to return the defective item.
Not Eligible for Return or Refund
We cannot offer refunds or replacements for:
- Change of mind or buyer’s remorse
- Incorrect phone model selected at checkout (please verify before ordering)
- Minor colour variations between screen display and print (slight differences are normal due to monitor calibration)
- Claims submitted more than 30 days after delivery
Cancellations
Orders can be cancelled within 1 hour of purchase by emailing info@itscool.me with your order number. After that window, production has typically begun and cancellations cannot be guaranteed.
Refund Processing
Approved refunds are returned to your original payment method within 5-10 business days, depending on your bank or card issuer. You will receive a confirmation email when the refund is issued.
Shipping Issues
If tracking shows your order as delivered but you haven’t received it, please first check with neighbours and your local post office. If it remains missing after 5 business days, contact us and we’ll investigate with the carrier.
For orders lost in transit (no movement on tracking for 20+ days), please contact us and we will arrange a replacement or refund.
Contact Us
For any return, refund, or order query: info@itscool.me
We aim to reply within 2 business days.