Frequently asked questions
Everything about ordering, delivery, returns, and the case itself. If your question isn't here, email contact@pocheshop.com.
Ordering
Which iPhone models does it fit?
iPhone 13, 14, 15, 15 Pro, 15 Pro Max, 16 Pro, 16 Pro Max, 17, 17 Pro, and 17 Pro Max.
How do I find out which iPhone I have?
Open Settings on your phone, tap General, then About. The model name is listed at the top.
Is it cheaper to buy more than one?
Yes. Two cases are 15% off, three are 25% off. The discount is applied automatically at checkout, and the colors don't have to match.
Can I mix colors in a two or three pack?
Yes. You pick a color and a model separately for each case in the pack, so you can combine them however you like.
Can I change or cancel my order?
You can cancel your order yourself within 1 hour of placing it, from your account. After that, email contact@pocheshop.com as soon as you can and we'll cancel it if it hasn't been sent for packing yet.
Shipping
How much is shipping?
Free on every order, anywhere in the EU. No minimum order value, no fee added at checkout.
Where do you ship?
Sweden and every country in the European Union. We don't currently ship outside the EU.
How long does delivery take?
Your order is packed within 1 to 4 business days, then takes 5 to 7 business days in transit. Most orders arrive within 9 to 11 business days.
Will I pay customs or import fees?
No. All orders ship with taxes and duties paid. You won't be asked for anything extra when your package arrives.
How do I track my order?
You get a tracking number by email as soon as your package is dispatched. Tracking can take a few days to start updating, which is normal and doesn't mean anything is wrong.
What if I don't collect my package?
If your package isn't collected in time, a €10 handling fee is deducted from your refund. Contact us before the collection deadline runs out and we'll help you avoid it.
Returns and cancellations
Can I return it?
Yes. You have 14 days from the day your order arrives to return it, no reason needed.
How do I start a return?
Open your order in your account and select Request return. If you checked out as a guest, email contact@pocheshop.com with your order number instead. We approve the return and send you the address.
Who pays return shipping?
You do, unless the item arrived damaged, faulty, or wasn't what you ordered. In those cases we cover it in full.
Returns go to an address in Sweden. You'll never be asked to ship anything outside the EU.
I bought two or three. Can I return just one?
Yes. You get back exactly what you paid for the item you send back. We don't recalculate the price of the ones you keep.
When do I get my money back?
Within 14 days of your return reaching us, or within 14 days of you proving you've sent it, whichever comes first. Your bank may need a few extra days to show it.
The case
What is it made of?
Soft-touch silicone, with a frosted stretch panel bonded to the back.
What colors are there?
Blue, green, pink, and purple.
What's the pocket for?
Lip balm, a card, a scrunchie, the hair tie you keep losing. It stretches.
Where is it made?
Our cases are made by our production partner in China and shipped directly from their facility to you.
How do I clean it?
Warm water and a little mild soap. Let it dry completely before putting your phone back in.
Payment and contact
Which payment methods can I use?
Card, Apple Pay, Google Pay, Shop Pay, and Klarna. Everything available to you is shown at checkout.
What currency will I be charged in?
The price you see is the price you pay, in your local currency. No conversion fees from us.
Do prices include tax?
Yes. Taxes and duties are included and nothing is added at checkout.
Is it safe to pay here?
Payments are handled by Shopify Payments. We never see or store your card details.
How do I get in touch?
Email contact@pocheshop.com. We answer within one business day, Monday to Friday. Include your order number if your question is about an order.