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. For more information on shipping & delivery times and costs, please click here.

How will I know if my order has been processed?

An order confirmation email (with 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.

Can I return my order for a refund or exchange?

Items purchased on our website can be returned to us for a refund or exchange within 30 days of purchase. Any products must be unused (including screen protector if provided) and in their original packaging. If your item was not purchased via our website, you should contact the seller directly for returns. Return shipping fees and the shipping fees from your original order will not be refunded for non-defective products. 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!

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. If you are concerned about high import fees in your region, please speak to your local customs office for more information before ordering. If you think there has been a customs error with your order, please forward any courier correspondence onto us with a breakdown of the charge, and we’ll always try to help where we can!

Can I still buy case add-ons from the Limitless 1.0 range?

Sadly, we’ve now discontinued our Limitless 1.0 range! We had to change the internal design for our Limitless 2.0 cases; as they needed to be compatible with wireless charging, and the Limitless 1.0 cases had metal plates inside which would have prevented this. Our Limitless 2.0 cases contain 3 active magnets instead, which ‘auto-align’ with our Limitless 2.0 add-ons (wallets, mounts etc.) and do not prevent wireless charging. We have also made small design tweaks to the Limitless 2.0 range which help to make our cases even more sleek, durable and protective!

Does the S10 range come with a screen protector?

The S10, S10e and S10 Plus phones all come with pre-installed screen protectors and here at Mous, we wanted to make sure that these screen protectors offered a level of protection we were comfortable with. After reviewing the pre-installed screen protectors coupled with our Limitless 2.0 range; we concluded that we were happy with the level of protection and we believe you will be too! Therefore, we've decided not to include screen protectors with the S10 ranges. Besides, it means you don't need to remove one screen protector and then reapply another one!

Need something else?

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