Frequently Asked Questions


Which countries do you ship to, what services do you offer and how much does it cost?

  • UK
    • Standard delivery 3 - 5 working days | £3.00
    • Next day delivery 1 working day (for orders placed before 1pm local time, Mon-Thurs | £5.00
  • USA and Canada
    • Standard delivery 7 - 10 working days | from £3.50
    • Next day delivery (for orders placed before 1pm local time) | from £11.00
  • Europe
    • Express delivery 5 - 7 working days | from £3.00
  • Rest of World
    • Standard delivery 7 - 10 working days | from £3.00
    • Express delivery 5 - 8 working days | from £15.00

Which shipping carriers do you use?

  • USA and Canada
    • USPS for standard services.
    • FedEx for next day services.
  • UK
    • Hermes Europe for standard and next day services.
  • Europe
    • DHL for express services.
  • Rest of World
    • Spring Global for standard services.
    • DHL for standard services.

How long does it take to process an order?

  • We try our hardest to ensure your order is processed on the same working day, although sometimes, depending on when the order is placed, it can be the next working day.

Please note:

  • All delivery times are estimates and commence from the date of shipping, rather than the date of order. Delivery times are to be used as a guide only and are subject to the acceptance and approval of your order. Please select your preferred shipping destination for shipping options, delivery times, shipping costs and all other information.
  • Shipments to some countries are subject to strict controls by local customs authorities and as a result delays may occur for reasons outside of our control. In this circumstance you may be contacted by our courier and/or customs clearance broker to provide certain information and authorisation for them to act on your behalf to import your order. If you do not provide authorization when contacted, you may become responsible for the import and any import duties or other fees charged. For more information on Customs and Import charges we would recommend contacting your local customs office before placing your order.
  • To view the full Terms and Conditions which apply to the shipment of your order, please click here.
  • Separate Terms & Conditions may apply for different shipping destinations.

Will I be charged Customs & Import Duties?

  • Customs & Import Duty charges do not apply to customers in the UK or EU.
  • For international customers the price of the item/s does not include Customs & Import Duties as these charges vary from country to country. Please be aware that you might be required to pay these when you accept delivery of the items from your courier. Please note - tech21 has no control over these charges.

Ordering Online

How will I know if my order has been processed?

  • We will send you an order confirmation within 24 hours of receiving your order. You will also receive a dispatch confirmation when your order has been shipped. Your dispatch confirmation will include a tracking number and link to enable you to track the status of your order. Should you receive your goods prior to this email please do not be concerned that your order has been duplicated. Due to the high volume of orders processed during our busiest periods sometimes goods are dispatched and delivered before the email notification is sent. It is a system limitation we're working to resolve and apologise for any inconvenience. For more information, please visit the account section.

How can I cancel or amend my order?

  • As soon as you place your order, information is transferred to various departments in order to quickly process and dispatch the product. We are unable to make changes to your order once it has been placed.
  • If you would like to return the product once it has arrived, please follow instructions below.If you would like to contact us regarding your order please do so via our Contacts us us where we will be happy to help.

Can you let me know when an item which is out of stock becomes available?

  • Yes, please click on the "Sign up to get notified when this product is back in stock" button for us to send you an email when your product arrives.

Your Account

How do I change or edit my account details?

  • Please sign in to your account using your Username/Login and Password.
  • To change your password, simply select "edit" or "change password". These options are located in the "My Account" section.
  • If you have any further queries, please use the Customer Support section within the account, and click "Create new ticket".

What do I do if I have forgotten my password?

  • If you have forgotten your password, please visit the "Account" section, select "Sign in" and then ‘Forgot Your Password?’ We will then email you a new password.


Which payment methods can I use?

  • Visa
  • Visa Electron (in GBP store only)
  • Mastercard
  • Paypal
  • Discover
  • JCB
  • American Express
  • iDEAL
  • GiroPay

What are the conditions of payment?

  • For your own security, the billing name and address must match the credit card or other method used for payment. Tech21 reserves the right to cancel any order that does not comply with these criteria.
  • Cards are not charged until the order is accepted and shipped. However, your card or other method of payment may reflect deduction of funds immediately upon order.
  • Please Note: If your credit/debit card or other method of payment is not denominated in the currency of your purchase, the final price will be charged in the currency of your card which is calculated and charged by your card issuer.
  • All orders are placed with Tech21 LTD which is a UK entity. Therefore your card issuer or payment method provider may apply other international bank charges. Tech21 LTD has no control over these charges and cannot predict the amount. Please contact your issuing bank for further information before placing your order.

When will I be charged?

  • Your card or method of payment will be charged once your order has been submitted and accepted on our system.

Is my card secure?

  • We use the latest SSL (Secure Socket Layer) technology, which ensures that any communications between your computer and ourselves is unreadable by anyone else. Your details are communicated in a secure encrypted format and we can check that the information has not been tampered with in any way.
  • Most browsers have some type of indicator to let you know if you have established a secure connection. If you are not sure, then consult the help section of your browser. If your browser does not support SSL technology then we recommend that you update to the latest version.

Why was my credit card or card payment method declined?

    • Please check that your card details on your account information is correct i.e the 16 digit code, expiry date and billing address.
    • Your credit card or card issuer may have declined your payment for security reasons. We would therefore recommend contacting your bank.
    • Please try paying with an alternative credit card or card, if you are still not able to submit an order, please Contact Us and a member of our team will be happy to help you.

Can I claim tax refund on purchases made online?

    • Tax on purchases made on the Tech21 site cannot be recovered through the VAT Retail Export Scheme.


How do I return an item I’ve ordered online?

  • We're sorry to hear that you're thinking of returning a Tech21 product. We have free Returns labels we can send you to return the item at no cost to you. Please contact us via the contact form on our website where we can send you the relevant returns label.
  • For all US, UK and EU returns, please see below: UK US EU -Returns policy
  • You have the right to cancel orders for items purchased from tech21’s Online Store within seven days of the delivery date.
  • This seven day period starts from the day after the order is received. If you wish to return/cancel the goods purchased from our Online Shop please provide the below:
    • Please provide a written statement along with the order number and reason for return
    • When a return has been authorised, a confirmation email will be issued.
    • When we have received a product that you have returned to us, we will issue a refund for you as soon as possible.
  • Under the Distance Selling Regulation all goods must be returned in the original packaging and in a saleable condition. All goods will be inspected upon return. Tech21 reserves the right to reject returns sent or communicated beyond the returns policy limit. This includes those products which are not sent back in their original condition; these will be sent back to the customer.

Can I exchange an item on my order?

  • Orders cannot be exchanged. We recommend you purchase the other item, return the original order to us within 7 days of the shipping date using our free returns labels, to obtain a refund. Please ensure that the return conditions are met.

When will I receive a refund for my order?

  • Refunds for orders will be credited to the original purchasers once returned and received at our warehouse. Please allow up to 7-10 working days after receipt of your return, a returns confirmation will be emailed once received to confirm when a refund will be issued.
  • Please retain your returns confirmation until you have received your refund. Once the refund has been issued a refund confirmation will then be dispatched.
  • All card refunds may take up to 10 business days for your bank to complete, depending on the processing time which may vary between card issuers.
  • Please note refunds are not offered for products purchased from external retailers. Please refer to your proof of purchase for more information on individual retailer return policy.


  • We offer a limited Lifetime Warranty on most of our products. For more information on our warranty policy, please visit our Warranty Policy page
  • A list of all of tech21’s authorized retailers can be found on our Partners page.

Can I return or refund my Impact Shield?

  • If you wish to return an Impact Shield screen protector, a refund will only be issued if the packaging for the Impact Shield has not been opened or damaged and is still in good condition. Please return the item within 7 days of delivery to obtain a refund.
  • Please contact us using our Contacts form to receive a returns confirmation. If the 7 day returns policy has expired, an exchange will only be issued for the Impact Shield in accordance with the conditions listed above.
  • Once the packaging of the Impact Shield has been opened or damaged we are unable to issue a refund for the item.

I have just received an incorrect item in my order, what should I do?

  • If you have received an incorrect product, please contact as immediately using our Contacts form. A member of our customer support team will be in touch with a resolution as soon as possible.

How can I get a replacement?

  • The quickest way is to use our Contacts form.
  • Please provide the following information with your email:
    • Image of case or impact shield on handset (this helps to identify any issues)
    • Proof of purchase (a photograph of your receipt)
    • The name of the retailer you bought the case from
    • Image of the original packaging (for the Impact Shield only)

General Enquiries

How can I use a Promotion or Discount code?

  • How can I use a Promotion or Discount code? To use a promotion or discount code, you must enter the code before you check out. Our promotion and discount codes may vary so please read the terms and conditions thoroughly before applying. Only one promotion or discount code can be used per order. Please feel free to contact us using our ticket system if you have any queries.

How do I sign up to your newsletter?

  • To sign up to our newsletter please use the form available on homepage. We'll send you details about our exclusive competitions, product releases and offers as well as other exciting updates.

How do I contact customer services?

  • To contact a member of our customer service team, please email us.

How do I track my order?

  • Once your order has been shipped, we will send a dispatch confirmation with the tracking number with a link to track it.
  • If you have a registered account with Tech21, you may can view the status of your order online. Simply visit "Account" section, sign into your account and click on the Order History.

What do I do if my order hasn't arrived yet?

  • Please check your mail for an attempted delivery card from one of our couriers as your order maybe held by a local depot or postal services. If so you may need to arrange a redelivery convenient for you at the time.
  • If your order has not arrived within our standard delivery time within your region please allow 3-5 extra days or Contact us providing your name and order number. A member of our team will locate your order and help you within 48 hours.