Frequently Asked Questions
For iPhones, you can verify your phone model by going to Settings --> General --> About --> Model Name.
*Please note, customer will be responsible for shipping upon exchange if incorrect model is selected at checkout.
You can enter your coupon code at checkout in your shopping cart! Once the code is entered, you will see the discount automatically be taken off the total!
We know you love a good deal! However, only one coupon code can be applied to each order.
Changed your mind? That's okay, we know it's hard to pick favorites when every one is so cute! You can always change your order before you checkout! Just go to your shopping bag and you can add new items or remove items that you no longer want. Sometimes eeny meeny miney mo is the only way to decide which case to get!
If you have already checked out, please contact firstname.lastname@example.org and we'll do our best to change your order before it ships!
*Please note, customers are responsible for all costs associated with a new order if the wrong address is provided at checkout.
Unfortunately we are unable to cancel your order once it has already shipped. If it is still being processed, you can email our customer service at email@example.com with your order number and a request for cancellation, and we will do our best to cancel it before it ships out!
*Please note, Walli is not responsible for return costs on any orders if the cancellation request cannot be carried out.
A confirmation email can only be sent if an email address is provided at checkout. We send important order updates via email, so please always include your email address when ordering from Walli! We promise not to spam you!
Sometimes our emails take a couple of minutes to be sent, or sometimes they can end up in your JUNK folder. Please check all of your email folders again in 30 minutes. If you still haven't received your confirmation, email firstname.lastname@example.org and we'll be happy to confirm your order!
We apologize for the inconvenience.
Dang autocorrect! Please email our customer service at email@example.com with your order number and the correct address for the order. We will try to catch it and get the address updated for you before it processes!
*Please note, Walli is not responsible for the cost of shipping out a new case if the incorrect address was provided at checkout.
Hi wherever you are! We're so happy to say that we ship within the US and internationally, including Canada!
Shipping costs will automatically calculate at checkout.For orders within the US, standard USPS shipping costs start at $2.99. Did we mention all US orders over $50 ship free? Woohoo!
The cost to ship an international order will automatically be calculated at checkout.
We know you are so excited to get your package! We would hand deliver each one if we could, but there's only so many miles our electric scooters can go. Once your payment is verified, we will process your order within 3 business days. After the order is processed, standard USPS shipping times apply. Start your countdown chains!
Unfortunately if an order has already shipped, it's too late to make any alterations to it. However, if you have not received a shipment confirmation, please contact us at firstname.lastname@example.org to update your address, and we will do our best to get it changed before it is processed!
We are so sorry for the inconvenience! In this case we recommend you contact First Mile, the carrier we use to process all shipments. You can email them at email@example.com or call 1-888-993-8594. They will help determine if it was left at a neighbor's house or behind a bush or somewhere else. Those delivery drivers sure are creative when dropping off packages! You will need to provide your tracking number when contacting them, so make sure you have that available.
We have found that orders marked as delivered that did not arrive are often delivered within the next few days. Please contact firstname.lastname@example.org if the package has not arrived within THREE DAYS of being marked as delivered and First Mile cannot help you.
If you ordered an item that is out of stock or on backorder, we will ship it separately! That way you can start enjoying your other items while waiting for the last stragglers. Please check your order confirmation to see if any of the items were marked as being on backorder. The product description page on our website should provide information on when the backorder item is scheduled to be back in stock and ready to ship out to you.
If the item you are missing is not marked as on backorder, please email email@example.com and we will work on getting it shipped out to you ASAP!
Customer satisfaction is incredibly important to us as a small business! To be eligible for return, cases must be unused and in new condition in their original Walli packaging. We offer a refund or store credit for the purchase price of the item, minus the cost of return shipping. By shipping back to the product, you agree to these conditions. Products are eligible for returns and exchange within 30 days of the purchase date. All sale items are final sale and will not be eligible for return. If you wish to return an item, please access our return portal by clicking HERE.
We want to make returns as easy for you as possible! You can initiate a return with Walli using our returns portal HERE.
You can exchange your item(s) within 30 days of the purchase date. If 30 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
To be eligible for an exchange, your item must be unused and in the same condition that you received it. It must also be in the original Walli packaging.
To exchange an item or order, visit our return portal HERE and select STORE CREDIT as the return option. Once we receive the returned case, we will send you the store credit via email, equal to the amount of the returned case, minus return shipping costs. Once you receive the code you can place a new order with the correct case and we'll get it shipped out to you ASAP!
Alternately, you can choose REFUND at checkout. Once the case arrives, we will issue a refund on the case, minus return shipping costs. You can then place a new order with the correct case. This option allows us to ship out the case immediately without waiting for the returned case to arrive to us.
You will not have to pay shipping on return items if the item has a manufacturer defect or the wrong item was shipped to you. You will however have to cover the shipping cost on the return if you ordered the wrong case or decide you no longer want to keep the item.
We are very sorry for the mix up! Please email us at firstname.lastname@example.org with your order number and photo verification of the case you received. If they do not match, we will get the correct case shipped out to you ASAP and provide you with further instructions to return the case that was sent.
To ensure that all customers will receive a complete, defect-free product, the products returned must be in a resellable condition. That being said, products without the original packaging cannot be returned.
Processing a refund usually takes up to 7 business days after we have received the returned item(s). Once the refund is issued, it can take up to 3 business day to clear you bank.
We accept payment via credit card including Visa, Mastercard, American Express and Discover. We also accept Apple Pay, Google Pay and Shop Pay!
We do not accept payment via baked goods or cute pictures of your dog, but we love to see it!
Once your order is fully processed and your card has been authorized, payment will be taken immediately. You will receive a confirmation email or SMS (depending on which contact info you left us) that your order has been successfully charged. We won't tell your husband if you don't want us too.
Refunds will go to the original form of payment and can take up to 3 business days to clear your bank.
We recommend 2 cards. The material will "break-in" over time, allowing more give in the wallet for a looser fit or additional card!
While some Walli customers have found that yes, it does work, our cases weren’t designed with this specific feature in mind. We are working on cases for future production to better accommodate wireless charging!
The tab at the bottom of the finger strap is only meant to be placed into the slot for the kickstand feature, not while holding your phone. To create the loop, you "rest" the tab into one of the slots (we recommend the middle) and use the weight of the phone in kickstand position to secure it in place. Do not force it into the notch, as it can damage the tab and cause it to be defective.
Yes! Our case shell is designed with an inner pad to absorb shock when it is dropped. Just try not to drop it on your face.
Our cases are made of a vegan leather. And with love. Vegan leather and love.
Yes! We are scheduled to receive the iPhone 13 cases the first or second week of October!
We hear you! Yes! We are working on bringing in new phone models in the future as our business continues to grow!
We're always dreaming up new patterns and designs. We are excited to offer new models as Apple continues to release them, so you don’t have to be without your Walli! To keep up with new designs, we will be phasing out iPhone 7/8 models and older. We have also stopped producing iPhone mini cases since they are too compact of a phone case for our our signature case features.
A little bit of warm water mixed with dish soap or distilled vinegar should clean it right up! Just don't leave it on top of your car when going through the car wash... You can also use fingernail polish remover for any tough spots.
We are proud of our product and know you will love it to! If for some reason the case is not meeting up to your standards, we offer a 30-day warranty on our cases. This warranty includes any manufacturer defects and does not include damage to the case from user wear (drops, dirt, etc.). If you have purchased your case within 30 days and would like to place a claim, please email email@example.com with your order number in the title and a description of the defect, along with supporting photos. Once approved, we will get a replacement case shipped out to you ASAP!
As a young company, we are continually working to make our cases better! From the first round of production, we have made many improvements! We have upgrade the case material to a vegan leather. We have also heightened the bumper height. Most recently, we improved the quality of the finger loop/kickstand strap. If there is an area of our case you think can be improved, please let us know! We look forward to what the future holds for Walli!