Frequently Asked Questions

Payment Questions

When you place an order on the OtterBox website, we must contact your credit card's bank to ensure that your credit card has a valid number. This is done via a full authorisation for the amount of the purchase and is merely a security measure we use to protect your financial information. While it may seem as though you have multiple charges on your credit card, these are not charges. They are authorisations that will drop off from your statement (if your order did not go through) after few days. We only charge a credit or debit card after an order has shipped, and we only charge the card once. If any questions about these authorisations, please contact your bank. If you experience further issues, please Contact Us and we would be happy to help in any way possible.

We’re sorry you’re experiencing issues while placing an order with us. 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.
  • If you used an American Express card, we're sorry but we do not accept this card type. We only accept MasterCard, Visa, Revolut and Paypal.
  • Incorrect credit card number or expiration date.
  • You may need to enter the three-digit security number located on the back of your card.

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 sent to our fulfilment department as soon as they are submitted online. Please understand we will not be able to modify / cancel your order once it has been placed online.

Shipping Questions

Once an order has been submitted, it is generally dispatched within 24-48 hours from our distribution centre in the Netherlands. Depending on the country, delivery could take up to 5-7 working days*, excluding weekends and bank holidays. Please note that we do not ship to Pack Stations or PO Boxes.

*A working day is any day (other than Saturday or Sunday) in which legal business can be conducted..

Free Shipping applies on orders over €34 to the following countries: Ireland, UK (Mainland), Germany, France, Sweden, The Netherlands, Belgium, Italy, Switzerland, Finland, Portugal, Austria, Denmark, Spain, Poland and Luxembourg.

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.

Return Questions

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 and following the procedure outlined here. The product is your responsibility until it reaches us, therefore, please make sure it is packed up properly and can't get damaged on the way. All products will be inspected on return. We will endeavour 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 the 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 https://www.otterbox.com/en-us/returns/ to submit your return. For Products purchased from a retail partner, reseller, distributor or otherwise, they must be returned to that retailer for processing with the original proof of purchase receipt.

Warranty Questions

Find more information about the duration of our warranty and what it covers for OtterBox products here and LifeProof products here.

You should receive a confirmation email with the details of your warranty claim to the email address provided within a few moments of your submission. If the email does not arrive, please check your spam filter. If you have still not received your email, contact customer service for assistance.

If you purchased your Otter Products item from another online store or retail shop, please contact the point of sale directly for immediate warranty replacement assistance. They will have your customer record and order details and will be able to assist with the warranty.

Click here to submit your warranty claim if you purchased directly from OtterBox or Apple.

Product Questions

Due to our design and manufacturing processes as well as agreements with our partners, Otter Products 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 the OtterBox website, external companies have likely determined those dates. If you have questions regarding these dates, please contact that company directly.

Our cases are precision-fit to the device and we can only advise to use them for the device it has been designed for. We cannot guarantee that a case for a specific device will fit in a different one as they are custom designed to accommodate the features and functions of each device. If a case is compatible with more than one device it will be stated on our website.

Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.

Because Otter Products 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 case together are intrinsically safe they would need to be tested by a certified testing lab.

WEEE Recycling

Waste Electrical and Electronic Equipment (WEEE) is taken back free of charge on a one-for-one, like-for-like basis. Waste batteries including rechargeable batteries are taken back free of charge. You are not obliged to make any purchase when returning old batteries. Your local authority must also accept household WEEE and small batteries free of charge at its recycling facilities. All WEEE and waste batteries must be recycled and should not be placed in any of your household wheelie bins. Make sure you always recycle all your old electrical goods and batteries.

If you need help identifying locations in your area where WEEE and waste batteries are accepted, please reach out to us at [email protected], where a member of our team would be more than happy to assist.