Popular Questions

Where is my order?

We’re proud to ship far and wide, and we’ve always got your back! Our warehouse will process your order within 1-3 business days, then you’ll get a tracking link so you can monitor the parcel’s progress. If the link stops updating, or the courier reaches out to you directly with any problems, please drop us a line at support@mous.co and we’ll investigate...

Can you deliver to me in time for Christmas, and how much will it cost?

Mous cases make the best gifts, so we want to get as many orders out for Christmas as possible! All shipping times, costs and Christmas cut-off dates for each country will be displayed at checkout.

Will I incur any customs charges or import taxes?

All countries have unique customs laws for taxes/duties when importing items from abroad, and Mous is not liable for any costs incurred. However, if you think there has been a customs error, please forward any courier correspondence onto us with a breakdown of the charge, and we’ll always try to help where we can!

How will I know if my order has been processed?

An order confirmation email (with full cost breakdown) is sent to your inbox after checkout! This email also contains our tax information so can be used as an official invoice as well. Please double check that your email address is correct when you place your order, and if you don’t receive confirmation within 24 hours then ping us a message and we’ll re-send it to you.

Can I change anything about my order once it has been placed?

Once an order hits our systems, it can’t be edited. It’s also very rare that our warehouse can stop the shipping process once they have your details, but if you need us to cancel your order for any reason then please get in touch as soon as possible. We will try and catch it before it goes out, but please be aware that this is not usually possible!

Are your cases compatible with wireless charging?

All our Limitless 2.0 and Clarity cases are fully compatible with wireless charging! The Limitless 1.0 range is not.

What is the difference between the Limitless 1.0 and 2.0 ranges?

We had to change the internal design of our cases to make our Limitless 2.0 range compatible for wireless charging. It was a really tough decision, as it meant that we also had to design a separate range of accessories for Limitless 2.0, but it’s so important that we keep up with the ever-changing world of phone tech! Take a look at this short video on the key differences between our case ranges.

Can I return my order for a refund or exchange?

Items purchased on our website (www.mous.co) can be returned to us for a refund or exchange within 30 days of purchase. The items must be unused (including screen protector if provided) and in its original packaging. If your item was not purchased on our website, you should contact the seller directly for returns. Return shipping fees, or the shipping fees from your original order will not be refunded. In order to return an item to us, please contact support@mous.co to initiate the Returns process. Please note that we are extending our Returns policy for Christmas - any orders placed between 1st-15th December can be returned until 15th January. Our 30-day policy will then apply again to orders placed from 16th December onwards. For further details about our Returns policy, or any other conditions of sale, take a look at our Terms of Business.

What happens if my phone or case breaks?

All the drops you see in our adverts are 100% real, and we truly believe in our cases’ protective abilities! However we do not claim that our cases make the phone inside indestructible, and it’s a sad reality that any phone can break even with a protective case. With this in mind please remember we cannot cover the costs of any phone repairs. If there is an issue with your Mous product which is covered by our full Lifetime Warranty, please do let us know so we can help. For further details head on over to our Terms Page for a full view of our policies!

How can I contact you?

We want to hear from you! For general customer enquiries, please message support@mous.co For retail and business enquiries, please message salesteam@mous.co For collaboration or influencer enquiries, please message marketingteam@mous.co And of course you can get in touch via any of our social media platforms, particularly Facebook, Instagram, YouTube and Twitter!

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