Frequently Asked Questions

Top Questions

    When can I expect to receive my order?
    Once an order has been submitted, it is generally dispatched within 24 - 48 hours from our distribution centre in the Netherlands. Delivery takes approx. 5 - 7 working days. Note: A Working Day is any day (other than Saturday or Sunday) on which legal business can be conducted. Please keep in mind; these time frames include our processing period, which can take up to 72 business hours.
    How long is my OtterBox product under warranty? What does the warranty policy cover?
    Otter Products warrants our OtterBox products against defects in material or workmanship for a period of two years from the original date of purchase of the product by a consumer (the “Warranty Period”). You can read more on our warranty here.
    My order is not processing. Why isn’t my order processing?
    We’re sorry you’re experiencing unexpected delays in your order. Here is a list of possible reasons as to why your order is not processing:
    • You haven't completed all the required fields.
    • The billing address that is on the order does not match the billing address where the card statement is mailed to
    • The shipping address that is on the order does not match the shipping address that is saved on your Paypal account.
    • Unavailable funds
    • For most credit cards, enter the three-digit number that follows your account number on the back of your card. 
    • If you used an American Express card, we're sorry but we do not accept this card type. We only accept MasterCard, Visa or Paypal.
    • Incorrect credit card number or expiration date
    When will you release a new case for my device?
    Due to our design and manufacturing processes as well as agreements with our partners, OtterBox is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates regarding a device we have not yet released a launch date for from somewhere other than www.otterbox.co.uk , companies outside OtterBox have likely determined those dates. If you have questions regarding these dates, please contact that company directly.
    I have sent in the requested information for my warranty claim. When will I receive my replacement?
    You should receive an update on your claim within 72 hours of sending in the required information, followed by an email when the replacement ships. If more than 72 hours have passed, please contact customer service for assistance.

Case Questions

    When will you release a new case for my device?
    Due to our design and manufacturing processes as well as agreements with our partners, OtterBox is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates regarding a device we have not yet released a launch date for from somewhere other than www.otterbox.co.uk , companies outside OtterBox have likely determined those dates. If you have questions regarding these dates, please contact that company directly.
    Are your cases compatible with other products like the Apple bumpers or iPad Smart Cover?
    Our cases are precision-fit to the device. Any other products that change the dimensions of the device are not compatible with our cases.
    How do you clean the case?
    Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.
    Are your cases intrinsically safe?
    Because OtterBox cases are designed to work with electronic devices, they are not intrinsically safe. There are a wide variety of devices on the market so to determine if your device and the OtterBox case together are intrinsically safe they would need to be tested by a certified testing lab.

Warranty Questions

    How long is my OtterBox product under warranty? What does the warranty policy cover?
    Otter Products warrants our OtterBox products against defects in material or workmanship for a period of two years from the original date of purchase of the product by a consumer (the “Warranty Period”). You can read more on our warranty here.
    I submitted the Warranty Claim and got to the Success page but what now?
    In a few moments, you will receive an automatic incident number to your email address. This is sent by email after the form has been completed so the email you provided will receive the email notification. If you do not receive this email, just check your spam filter. If 72 hours have passed and still no email, please contact customer service for assistance.
    How may I receive a warranty replacement if I purchased my case at a retail store?
    If you purchased your OtterBox case directly from a retail location, we encourage you to first contact that location for immediate warranty replacement assistance. They will have your customer record and order information and may be able to address your needs of a replacement that same day.

Order/Return Questions

    My order wouldn't process, but I have multiple charges on my credit card. Why is this?
    When you place an order on www.otterbox.co.uk , we must contact your credit card's bank to ensure that your credit card has a valid number.
    My order is not processing. Why isn’t my order processing?
    We’re sorry you’re experiencing unexpected delays in your order. Here is a list of possible reasons as to why your order is not processing:
    • You haven't completed all the required fields.
    • The billing address that is on the order does not match the billing address where the card statement is mailed to
    • The shipping address that is on the order does not match the shipping address that is saved on your Paypal account.
    • Unavailable funds
    • For most credit cards, enter the three-digit number that follows your account number on the back of your card. 
    • If you used an American Express card, we're sorry but we do not accept this card type. We only accept MasterCard, Visa or Paypal.
    • Incorrect credit card number or expiration date
    My order says that one or more of the items I ordered are currently on backorder. What should I expect or do?
    If one or more of the items in your order is out of stock, your order will not ship until all items are available (applicable to both domestic and international orders). Once your order ships, you will receive an email to notify you when your order has shipped.
    Can I modify my order after I have already submitted it online?
    If you've placed an order online please make sure to review your order carefully. If you find any errors, please contact us immediately. Due to our automated system, orders are automatically submitted to our fulfillment department as soon as they are submitted online. Please understand that we will not be able to modify / cancel your order once it has been submitted as these are picked and packed as soon as your order is placed.
    What is your return policy?
    We will accept the return of any product for a refund within 14 days of the date that you received your original order, where the order was purchased directly on this website. Please return the product to us by registered mail by following the procedure outlined here. The product is your responsibility until it reaches us so make sure it is packed up properly and can't get damaged on the way. All products will be inspected on return. We will endeavor to accept all returns, however in the event that a product is returned to us in a damaged or unsuitable condition, we may have to send it back to you. We're not responsible for any items that are returned to us by mistake.
    Credits will be issued in the form of a refund to the payment method used for the original purchase. Refunds are for product only, as shipping charges are non-refundable. Please allow up to 10 business days after receipt of your return for your credit to be issued. You will receive an e-mail confirmation of the credit once it has been issued.
    Please note: For returns from www.otterbox.com please visit http://www.otterbox.com/en-us/returns/ to submit your return. For Products purchased from a retail partner, reseller, distributor or otherwise, it must be returned to that retailer for processing with the original proof of purchase receipt.

Shipping

    When I select my residential address for shipping, do I need to be home when it arrives?
    No. There is no signature required for deliveries to residential addresses. If the driver feels that it is "unsafe" to leave the package, then they will leave a note stating the options that you have for getting the package.
    When can I expect to receive my order?
    Once an order has been submitted, it is generally dispatched within 24 - 48 hours from our distribution centre in the Netherlands. Delivery takes approx. 5 - 7 working days. Note: A Working Day is any day (other than Saturday or Sunday) on which legal business can be conducted. Please keep in mind; these time frames include our processing period, which can take up to 72 business hours.
    Which select countries does Free Shipping extend to?
    Free Shipping on orders over £20 applies to Ireland, UK (Mainland), Germany, France, Sweden, The Netherlands, Belgium, Italy, Switzerland, Finland, Portugal, Austria, Denmark, Spain, Poland and Luxembourg.
    Will I need to pay import duties or taxes on receipt of products?
    If you are located outside of the European Union, you may be subject to additional import taxes or customs tariffs as determined by your country of residence. Such import duties do not apply to shipments within the European Union.

Otter Products UK Tax Strategy

    Otter Products UK is a subsidiary of Otter Products EMEA, an Irish registered company. Otter Products UK provides regional sales & marketing support to Otter Products EMEA. We strive to be a responsible corporate citizen and a good employer. Our business activities generate a variety of taxes. We collect and pay corporation tax, VAT and employment taxes. Otter Products UK is committed to complying with tax laws in a responsible manner and to having open and constructive relationships with tax authorities. Our commitment is underpinned by the following principles:
    1. Tax planning
    We engage in efficient tax planning that supports our business and reflects commercial and economic activity. We do not engage in artificial tax arrangements. We adhere to relevant tax law and we seek to minimize the risk of uncertainty or disputes. We conduct transactions between Otter Products UK and parent company on an arm’s-length basis.
    2. Relationships with governments
    We seek to build and sustain relationships with governments and fiscal authorities that are constructive and based on mutual respect. We work collaboratively wherever possible with fiscal authorities to resolve disputes and to achieve early agreement and certainty.
    3. Transparency
    We support the principle behind multilateral moves towards greater transparency that increase understanding of tax systems and build public trust.
    4. Tax risk management
    We regularly review Otter Products UK tax compliance for complete compliance. We identify, assess and manage tax risks and account for them appropriately. We implement risk management measures including controls over compliance processes and monitor their effectiveness. As part of periodic tax filings, the effectiveness of risk management measures are assessed. If compliance clarification is required by company, we will engage with our tax advisors or fiscal authorities for clarification.
    5. Governance
    The company tax approach is managed under the parent finance team. The finance team is also responsible for ensuring that policies and procedures that support the approach are in place, maintained and used consistently across the group, and that the team has the skills and experience to implement the approach appropriately.
    Further information
    Our approach to tax is applicable across the Otter Products group. We review and update this annually. It was last approved on 18th December 2017.

Distributor Take Back Scheme

    Recycling your old electricals is easy!
    Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.
    Why recycle?
    Unwanted electrical equipment is the UK’s fastest growing type of waste.
    Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.
    We’re proud to support your local authority in providing local recycling facilities for electrical equipment.
    To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.
    What is WEEE?
    The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.
    How are we helping?
    The company tax approach is managed under the parent finance team. The finance team is also responsible for ensuring that policies and procedures that support the approach are in place, maintained and used consistently across the group, and that the team has the skills and experience to implement the approach appropriately.
    Further information
    In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).
    To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.