All your questions answered!

Do you ship to my country?

We ship worldwide.

How much does shipping cost?

Shipping costs depend on the country of the buyer. Prices are displayed during checkout after a shipping address has been given.

What is the displayed currency on your website? Can I pay with another currency?

The prices are all displayed in a limited amount of currencies but we accept international payments by foreign credit cards or with PayPal.

Is this product available?

Products displayed on our website are currently available. If a product becomes out of stock, we will update the website.

If I order today, when will I receive my shipment?

We do our best to process every order within 1-2 business days. Shipping to the US and UK typically takes within 3-5 business days or less depending upon method chosen. Standard international 5 to 10 business days. After processing your order, we will send you a shipping confirmation email for your convenience.

I am in Europe or the United States. Will I have to pay any import taxes / duty if I use standard shipping?

No surprise charges! Orders in Europe and the United States are shipped from within those two regions. If there are any import taxes / duty, we pay it ourselves, before shipping it to you. Countries outside of these two regions may be subject to import taxes/duty dependent upon your local customs.

My order contains a mistake. What should I do?

Please contact us as soon as you can at orders@mous.co and we will help you correct it. Please use this subject: “CHANGE ORDER: my order number is #99999” for the quickest possible response (including the order number in the subject line will help us locate your order quickly).

I want to change something with my order, but it has already been processed! What to do?

If you have just received the notification, there may still be time for us to change the order. Please contact us quickly at orders@mous.co and we will help you correct it. Please use this subject: “CHANGE ORDER: my order number is #99999” for the quickest possible response (including the order number in the subject line will help us locate your order quickly).
If you received the notification a few hours ago, it is probably too late. If the address is incorrect, please email us the right address so that we may send the package again once it comes back to us.
If you would like to change the colour or the model of an item, we accept exchanges within 30 days! For more information about our exchange policy, click here.

When are you going to send my order?

We do our best to process every order within 2 business days. You should receive a notification when we ship the item. If you did not receive an email, please check your spam folder. Email us at orders@mous.co if you think there is something wrong!

I did not receive my tracking number! What happened?

If you have not received your tracking number within 2 business days after receiving the shipment confirmation, please contact us at orders@mous.co

The tracking number shows that the order arrived, but I did not receive anything. What do I do?

The first thing to do would be to ask the people living with you if they received anything for you. You could also try asking your neighbours. If you still do not find anything, call your local post office to clarify the situation! They have far more knowledge about your shipment than we do.

I want to cancel my order, but the order has already been shipped! What to do?

It is probably too late for us to stop the package. Please contact us at orders@mous.co to explain your situation, and we will see what we can do. You should also have a look at our return policy. Click here for returns page

The content of the shipment is not what I ordered!

We sometimes make mistakes and are sorry about that. Please contact us at orders@mous.co and give us your order number in the subject of the email. Please include pictures of the product and the back of the packaging. We will do our best to solve this issue for you quickly.

What do I do if my order was damaged during shipping?

Sometimes the carrier mishandles the parcels and a product can be damaged during shipping. You should first try to open the package and see if the product inside is also damaged. If there is anything wrong with it, please contact us at orders@mous.co (you should include your order number in the subject of the email) and include pictures of the products and the packaging. We will do our best to accommodate you quickly.

My order arrived, but I changed my mind, I want to return it! How do I do?

We understand that for any reason, you might want to return or exchange the product you received. Please have a look at our Return and Exchange policy here: Mous Return and Exchange Policy. Click here to view warranty

What are you guys going to do next? How do I get updates from you?

When we decide to release a product, we announce it on our:
Facebook Page
To our Mailing List

I emailed you guys at least x hours / days ago. How long do you need to answer my email?

We sometimes receive more emails than we can handle, or we need time to find the information you are requesting. We try our best to answer every emails within 2 business days! Thank you for your patience!

Where do I find my order number?

Your order number is the 5 digit number sent in the confirmation email. For example: #20340. If you cannot find your order number, you may tell us what email you provided when placing your order and we should be able to locate it.

I cannot find an answer to my questions here. What should I do?

Contact us at info@mous.co . We will try to answer you as quickly as possible!

How can the a single case fit both the iPhone 6, iPhone 6s and iPhone 7 (or 6+,6s+,7+)?

The case has been designed so that the cut out is big enough for the 7/7+ larger camera and is also big enough for the 7/7+’s larger speakers at the bottom, whilst also having room for the jack on the 6/6+. It all looks great too – no compromise on aesthetics.

My case is getting dirty. How do I clean it?

Marble – Soapy water and your hand. Dry with 100% cotton cloth. Be careful not to scuff your marble case with grit on the surface.

Leather – Damp 100% cotton cloth to clean dirt off. Be careful not to scuff your leather with grit on the surface. Then apply leather cream to moisturize the material. Dubbin is a good choice. 

Wood – Damp 100% cotton cloth. Dry the material straight away with dry absorbent cloth. If moisture sets into the material it could warp.

Kevlar – Soapy water and your hand. Damp 100% cotton cloth and then dry with cloth.