Frequently Asked Questions
❤WHAT IS DECODEN?
Decoden [デコ電] is short for "Decoration Denwa" in Japanese - "Denwa" meaning "Phone." But is not limited to only phones. Many other items can be "decodened" such as gaming cases, eyelash/makeup cases, and mirrors.
❤WHAT IS USED TO MAKE DECODEN CASES?
The whip is made from 100% silicone. The cabochons (hard pieces on the case) are made from resin.
❤HOW LONG WILL IT TAKE TO SHIP?
For premade cases, our turnaround time is 1-3 business days after the order is placed. For custom cases, our turnaround time is 3-4 weeks.
❤DO YOU ACCEPT RETURNS OR EXCHANGES?
Due to the nature of the cases being handmade, I do not accept returns or exchanges. If there is a problem or you have any questions, please contact me at email@example.com
❤HOW DO I ORDER A CUSTOM CASE?
I open 5 custom slots at a time. I will make a post on my Instagram a few days before I open more custom slots announcing the day & time that they will open. On the day & time that they are open, I will make a "Customs Open" post. If you are one of the first 5 people to comment under the post, you will have claimed a slot and I will contact you with the custom form to fill out.
❤HOW MUCH DOES A CUSTOM CASE COST?
The price of a custom case varies on your phone model (Nintendo console or makeup stand/organizer) and what you would like on your case. Please visit our Custom Case Prices page for all prices.
❤I JUST PURCHASED A CASE BUT CHANGED MY MIND. CAN I CANCEL MY ORDER?
I accept cancellations and refunds up to 24 hours after the purchase has been made. After the 24 hour mark I do not accept cancellations or refunds due to any circumstance.
❤I THINK MY ORDER GOT LOST IN THE MAIL. CAN I HAVE A REFUND?
All orders will come with a tracking number so that you can keep an eye on where your order is during the shipping process. Unfortunately once I drop your package off at the post office, whatever happens to it during the shipment process is out of my hands. Due to the fact that these cases are handmade and custom, I do not accept refunds because of this. However, I can offer you a 20% discount to place another order :) please Contact Me if you need a new case.
❤I DROPPED MY PHONE WITH THE CASE ON IT & MY PHONE BROKE. CAN I HAVE A REFUND?
Decoden cases are not Otterbox cases and are not made to protect your phone if dropped or mishandled. They are purely for decoration and will not stop your phone from breaking. Due to this, I do not accept refunds or returns.
❤A PIECE ON MY CASE FELL OFF. WHAT DO I DO?
The best way to reattach pieces onto your case is to use 100% Silicone (it can be found in small tubes at Walmart if you don't have any on hand). If any of the rhinestones on the sides of your case fall off, the best way to reattach them is to use E6000 glue.
❤I BOUGHT A CASE FROM YOU PREVIOUSLY & JUST GOT A NEW PHONE MODEL. CAN YOU REMAKE MY CASE?
Yes! I will remake the case for you with a 30% discount off the original cost. You will also need to ship the original case back to me so that I can reuse the cabochons :) if you need to exchange your case for a newer model, please email me with an attached photo of your case at firstname.lastname@example.org with the subject "CASE UPGRADE TO [NEW PHONE MODEL]".
❤DO YOU SHIP INTERNATIONALLY?
Yes, we do ship internationally. However, at this time we are unable to ship to the UK and EU. Shipping to Australia is temporarily suspended by USPS.