FAQ
The product
- Will it fit my phone properly?
- Yes. We use the same templates as the in-store machine, one per exact model, so the camera, button and port cut-outs land where they should. That is why we ask for the specific model rather than just the brand.
- My model is not in the list. What now?
- We add models constantly. Write to us with the exact brand and model and we will tell you whether we can add it and how soon.
- Will the colours match what I see on screen?
- Very close, but not identical. No screen reproduces ink exactly: a screen emits light, a printed case reflects it. Heavily saturated colours, especially fluorescents, tend to come out a little softer.
- What is the difference between the hard and magnetic case?
- The print is exactly the same on both. The hard case is polycarbonate: slim, light, with very vivid colour. The magnetic one adds built-in magnets, so it holds onto magnetic chargers and mounts without any accessory. It is slightly thicker and heavier, and it only exists for recent iPhone and Galaxy models, because those are the only ones we make that shell for.
- Why can I not choose the magnetic case for my phone?
- Because we do not make that shell for your model. The magnetic case exists only for the latest iPhone and Galaxy generations. If your phone is not one of those, you will only see the hard case — the one we print for every model.
Your design
- What resolution should my photo be?
- The bigger the better. As a rule of thumb, a photo of at least 1500 × 2500 pixels prints sharply. The editor warns you if the image is too small.
- Can I use any image?
- You can use any image you hold the rights to: your own photos, your own designs, or licensed material. We do not print brand logos, copyrighted characters, or unlawful or offensive content. If we spot any, we cancel the order and refund you before printing.
- Can I see it before I pay?
- Yes. The editor shows a preview, and that same image appears in your cart and in your confirmation email. What you see there is what gets printed.
- I got the design wrong. Can I change it?
- If your order has not reached the machine yet, then yes. Write to us as soon as you can with your order number. Once it is printed we cannot undo it.
Orders and delivery
- How long does it take?
- We print and hand-check, normally within one to two working days. Transit is on top of that: 2-4 working days to mainland Spain and the Balearics with standard delivery, 1-2 with express.
- Do you ship to the Canary Islands?
- Yes, in 4-8 working days. Note that the Canaries, Ceuta and Melilla sit outside mainland Spanish VAT: the price is shown without VAT, and local IGIC or IPSI plus duties may be charged on arrival.
- How do I track my order?
- We email you at every status change, and again with a tracking number when it ships. You can also check any time on the tracking page using your order number and email address.
- Do I need an account?
- No. You can check out as a guest. An account only saves addresses and shows your order history.
Payment and returns
- How can I pay?
- By card, Apple Pay or Google Pay, through Stripe. Your card details never pass through our servers.
- Can I return the case if I do not like it?
- No, and we would rather say so before you buy. Because it is personalised with your design, Spanish law excludes these cases from the right of withdrawal (art. 103.c of RLD 1/2007). Nobody else can buy your case. That said: if it arrives faulty, badly printed, or not matching your design, we reprint it or refund you.
- My case arrived with a defect. What do I do?
- Write to us within fourteen days with your order number and a photo showing the problem. We reply within two working days and either reprint at no cost or refund you in full, including shipping.
- Do you issue invoices?
- Yes. Every order automatically generates a sequentially numbered invoice. If you need a tax ID on it, enter it in the field at checkout.
Still stuck? Write to us and a person will answer within one working day. hola@snap-case.es