All your questions answered!

General

What products are available?

All products displayed are available. If we run out of stock for any of our products, the tech wizards will update the website.

What is the difference between Limitless 1.0 and Limitless 2.0?

Limitless 1.0 cases have a metal plate in the back to make them super protective and compatible with our magnetic accessories. They are not however compatible with wireless charging. Limitless 2.0 cases have been redesigned so they wont work with our current range of accessories but are compatible with wireless charging. Sign up to our newsletter to be the first to hear about what we are releasing next!

What are the dimensions of each case (in mm)?

iPhone 6, 6s, 7, 8 L: 142.72 W: 71.45 H: 11.23
iPhone 6+, 6s+, 7+ ,8+ L: 162.90 W: 82.60 H: 11.66
iPhone X L: 148.21 W: 75.61 H: 11.88
Samsung S8 L: 153.11 W: 72.25 H: 12.55
Samsung S8+ L: 163.70 W: 78.00 H: 12.70
Limitless cases only add 2.6mm (max) to the thickness of your iPhone, and on average they weigh just 42grams.

How protective are the cases?

Very! We’ve engineered our own smart material; AiroShockTM, which dampens the impact of drops, protecting you phone from breaks! All our cases are military grade certified but we like to do our own far more epic drop tests!

Do I really need to use the screen protector you provide? And will a 3D screen protector work?

Yes, yes and yes! Our screen protectors are triple-layered and extremely durable. We highly recommend using the screen protector provided in addition to the case. There has been significant evidence from our product testing to show that our cases are most effective when combined with a screen protector, so we strongly advise that you take our word for it here!
3D screen protectors, or screen protectors from other brands, can be used with our cases but please check that the dimensions of these screen protectors are smaller than the dimensions of our cases (listed above). Also, other brands sometimes offer a different aesthetic (e.g. the screen protector not being completely transparent) so this may affect the overall look of your phone.

What does the case warranty cover? How long does the warranty last?

The Mous Warranty covers any defects in material or workmanship relating to the manufacturing of our cases. The warranty does not have an expiry date, so you’ll be covered for life!

Can I still use my case when I upgrade my phone?

Our iPhone 6 and 7 cases have been designed so that the camera and speaker cut-outs work for both the Standard and Plus upgrades. So, if you switch from an iPhone 6 to an iPhone 7, your case will still fit! The same applies for upgrading from an iPhone 6+ to an iPhone 7+.
Unfortunately, our original Limitless V1 cases will not be compatible with the iPhone 8, 8+ or X, as they do not work with wireless charging.

How do I put on and remove my Mous case? How do I apply the screen protector?

It’s all really easy, don’t worry! We’ve put together a little tutorial page for you here. We’re also working on some video tutorials to make things even clearer, so we’ll let you know as soon as they’re ready.

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 moisturise 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.
 Carbon Fibre: Soapy water and your hand. Damp 100% cotton cloth and then dry with cloth.

Ordering Online

How will I know if my order has been processed?

We will send you an email confirmation within 24 hours of receiving your order. You will also receive a dispatch confirmation when your order has left our warehouse. If you chose a tracked shipping method at checkout, your dispatch confirmation will include a tracking number and link to enable you to track the status of your order.

I have placed multiple orders, can I combine them?

If you have not had shipping confirmation of either order yet, then it may be possible to combine them. Please contact us as support@mous.co to ask one of our Customer Service team to check on the status of your orders. If it is possible to combine your orders then we will refund you for the additional shipping fee.

What is the displayed currency on your website?

We have two versions of our website – UK and USA. You can select your preferred currency by changing the icon (£ or $) in the top right-hand corner of the website. The dollars are US dollars – take note Australian friends!!

Which payment methods do you accept?

We accept payments via PayPal and Credit/Debit card (Mastercard, Visa, Amex).

I’ve been charged an international transaction fee - why?

Depending on the country you are from, you may be charged an international transaction fee (Foreign Transaction Fee). We do not receive this amount, as it is charged by your bank. This is something entirely out of our control and there is nothing we can do about it. You are welcome to verify this information with your bank or financial institution. Unfortunately, we will not be able to issue any refund for these charges as we do not receive it ourselves.

What about pre-orders? Will I be charged now? When will it be delivered?

Yes, you will have to pay now for your pre-order to guarantee your purchase. Your pre-order will be shipped according to the shipping date on the product page and delivered according to the shipping method you have chosen. For further details see our shipping FAQs.

Can I cancel or amend my order?

 Please be quick! If you want to cancel your order, please do so within 24 hours.

 If you want to amend your order in any way, currently the best way is to cancel and re-order.

 If you have received notification that your order has already been processed and shipped, then you will have to follow our returns/exchange process in the Replacements/Returns/Refunds FAQ section and also follow the link here.

Shipping

Which countries do you ship to?

We ship our products worldwide!
However, due to customs limitations, we are currently unable to ship to Russia, Syria or Myanmar.

How long will shipping take and how much does it cost?

An accurate breakdown of your shipping cost and delivery time will be displayed at checkout. This will be dependent on your location, the number of items you’re ordering (for delivery weight) and the shipping option you select.

I am ordering to the UAE, will there be any issues?

If you are ordering to the UAE, please make sure you enter a PO BOX otherwise it won’t get through customs, no matter how hard we try!

Where is my order?

Please check your tracking details. If your order has been processed but no tracking number has been sent, it will be with you in a few days – don’t worry!

How can I find my tracking details?

Your tracking details will be in the email from us letting you know your order has been shipped.

My tracking number does not work, what can I do?

 It can take a few days for the courier to update their system and activate the link, especially if your order is coming from our China warehouse.
 If you haven’t received a tracking number within 5 business days of your order being shipped, please visit the Contact page to let us know.

Will I need to pay a customs charge?

If you are in the UK, EU or the US then no. This is because we have distribution centres within these regions. Outside of these regions, you may be liable to import charges depending on your local customs & excise.

The estimated shipping time has passed/my parcel is very slow, what should I do?

 Don’t panic! Please check your tracking information. Your courier will keep you up-to-date. If your parcel is more than 3 days past your estimated delivery date, please give the courier a call as they will have the most accurate information. You will find their contact information through your tracking link.
 If there is no progress after 5 business days, please visit our contact page and we will help!

I missed my delivery, what should I do?

 Please get in touch with the courier or postal service who tried to deliver your order. It’s probably waiting for you at a local post office or distribution centre! Our delivery partners will try to deliver your order a few times before returning to our warehouse.
 They will always leave a note, text or email to arrange collection or re-delivery.

Apparently, my parcel has been delivered but I have not received anything. What now?

 Please reach out to the courier or postal service that delivered the item. They may have put your order in a safe place. Or your order has probably been taken back to your local post office/distribution centre.
 They will always leave a note, text or email to arrange collection or re-delivery.

My parcel has been returned to the sender, what should I do?

 We will get a notification that it has been returned to our warehouse. Your order will be held here until you get in contact with us and we can resend your order, no problemo!
 Your order will be with you soon after, as per our estimated standard economy shipping times. If you are still concerned about its progress, please visit our Contact page to let us know.

Will I need to pay a customs charge?

If you are in the UK, EU or the US then no. This is because we have distribution centres within these regions. Outside of these regions, you may be liable to import charges depending on your local customs & excise.

Replacements/Returns/Refunds

Product Warranty & Limitation of Liability

For full product warranty details, terms & conditions and policies, please visit our dedicated Warranty page.

I did not receive the items I ordered, what next?

We will happily exchange incorrect items for the correct products. We can refund/exchange the items for you. Just visit the Contact page to let us know the problem and we will fix it for you.

There is something wrong with my case, can I get a replacement?

We are so sorry about this and of course you can have a replacement! Visit our Contact page for more information and please have some photos of the problem ready.

I‘ve changed my mind, can I exchange my case or get a refund?

 Absolutely. Please visit our Contact page and let one of our dedicated team know whether you want to exchange or return your cases and we will show you how!
 If you would like a refund, the quickest way for us to do this is through PayPal. If you don’t have a PayPal account then it only takes around 5 minutes to set one up. When you email to request a refund, please let us know the email address associated with your PayPal account so we can process this as efficiently as possible.

Will you cover the cost of my return postage?

 If your order is incorrect or there is a problem with the case, then yes absolutely! If you just want to return or exchange, then unfortunately no. We always recommend sending your postage using a tracked service too, and we will need a photo of your postage receipt to issue any refunds.
 For postage refunds, the quickest way for us to do this is through PayPal. If you don’t have a PayPal account then it only takes around 5 minutes to set one up. When you email to request a refund, please let us know the email address associated with your PayPal account so we can process this as efficiently as possible.

How long will it take to process a replacement or refund?

When your order arrives back to our warehouse, we aim to have your refund or replacement processed and sent within 24 hours.

My phone screen has broken, what can you do?

Sorry to hear this! Please check our Warranty page here for more details.

Business Enquiries

I have a business enquiry, who should I speak to?

Thank you for your interest! Please email salesteam@mous.co with the following information and someone will be in touch!

1. The name of your business
2. The link to your website
3. The nature of your enquiry (e.g. interest in distributing or stocking Mous products, idea for PR collaboration etc.”

What next for Mous?

Be the first to hear about any Mous updates by signing up to our Newsletter!

You can also follow our Social Media to stay up to date with Mous – Facebook, Twitter, Instagram

Love Mous? Leave us a review on our Trust Pilot page!

Any Other Questions?

If your question hasn’t been answered by the above information, please visit our Contact page and someone will get back to you within 72 hours.