Refund policy
Q: I ordered the wrong case size, can I exchange it?
A: Unfortunately, since all of our cases are made to order, we are unable to offer exchanges for incorrect sizing. We highly recommend using our sizing guide before purchasing to make sure you select the right fit for your MacBook model. If you're unsure, feel free to reach out to us at hello@kaelhaus.com before placing your order and we'll help you find your size. But we recommend using our size guide!
Q: How long does my order take to process?
A: Since we're a small, made-to-order brand, please allow 3–7 business days for us to process and prepare your order. During high demand periods, this may take a little longer (we will let you know if this is the case).
Q: Can I cancel my order?
A: We can only process cancellations within 1 hour of you placing your order. After that, your case goes into production and we are unable to cancel it. All sales are final once this window has passed.
Q: Will there be duties and taxes?
A: Depending on your country, your order may be subject to import duties and taxes when it arrives. These are charged by your local customs authority, not by us, and vary by country. We have no control over these charges and cannot predict the amount. By placing an order, you accept responsibility for any duties or taxes that may apply.
Q: How long does shipping take?
A: Once your order is shipped, delivery typically takes 8–15 business days worldwide depending on your location. These times can vary due to current global events, local postal services, and other factors outside our control.
Q: How much is shipping?
A: Shipping is a flat rate of $7.99 worldwide. All prices are in USD.
Q: Where's my tracking number?
A: Your tracking number may take up to 5 days to update after your order is shipped — this is completely normal. You can track your order at https://parcelsapp.com/.
Q: I entered the wrong shipping address, can you change it?
A: Unfortunately, once your parcel has left our warehouse we are unable to make any changes on our end. Please double check your address before placing your order. If you've entered the wrong address, you'll need to contact your local post office directly and ask them to redirect it. We are not liable for orders shipped to an incorrect address.
Q: My order seems lost, what do I do?
A: Please contact your shipping carrier first so they can locate and track down your parcel. Once an order has left our warehouse it is out of our hands, so the carrier will be your best point of contact to resolve this before contacting us.
Q: Can I get a refund or exchange?
A: Because every Käel Haus case is made to order, we do not offer refunds or exchanges under any circumstances. Please make sure you select the correct size for your MacBook model before ordering — you can use our sizing guide to find your exact fit.
Q: What if my case arrives damaged?
A: We hope this isn't the case, if it happens please email us at hello@kaelhaus.com with photo proof within 3 days of receiving your order and we will send you a replacement.