FAQ

We’ve gathered all the answers to your most common questions right here - from orders and shipping to custom designs and returns. If you need extra help or cosmic guidance, our team’s always happy to assist. Reach out anytime at hello@kosmiccollections.com

General

What is Kosmic Collections?

Welcome to Kosmic Collections - where your phone case isn’t just an accessory, it’s a portal to your vibe. Each piece is handcrafted in Canada with luxe detailing, cosmic energy, and playful storytelling built right in. From gothic-kawaii chaos to customizable angel numbers and zodiac charms, our cases are made to express your universe.

Where are your products made?

Every Kosmic case is handcrafted with love in Canada 🇨🇦.

How can I contact customer support?

You can email us at hello@kosmiccollections.com or DM us on Instagram @kosmic.collections. We’ll get back to you as soon as possible. 💫

Disclaimer

Each phone case is handmade with love - meaning no two pieces are exactly alike. Actual colours may vary slightly from what you see on your screen due to different monitor settings and lighting conditions. That’s part of their charm: one of a kind. ✨

Customization & Custom Orders

How do I customize my phone case?

For Angel Hotline and Star Crossed, make sure to add your angel numbers or zodiac sign choices in the cart notes at checkout. If nothing is noted, we’ll select a design for you at random.

Do you offer custom designs?

 Not yet… but cosmic magic is in the works. ✨ Coming soon.

Custom Size & Design Orders (Pre-orders)

If you selected the custom option for your phone size, please include your phone model in the cart notes. All custom size and design orders are pre-orders and take a minimum of 3 weeks to ship.

Orders & Processing

How do I check the status of my order?

Once your order ships, we’ll email you a tracking link. You can follow your cosmic delivery right to your door.

When will I get my order?

We will work quickly to ship your order as soon as possible. Orders are processed within 4–5 business days and then shipped out.

Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

How do I check the status of my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

Can I change or cancel my order after placing it?

You have 6 hours after placing your order to make changes or cancel. Email or DM us right away. After that, your order is already in production and can’t be changed.

Shipping & Delivery

Where do you ship from?

 All orders ship from Canada. 🇨🇦

Is there free shipping?

Yes, we offer free shipping for domestic orders over $90 CAD.

Do you ship internationally?

At the moment, we’re only shipping within Canada. We’re working hard behind the scenes to make international shipping happen soon — so we can bring a little Kosmic magic to you, wherever you are.

How long will it take to receive my order?

We will work quickly to ship your order as soon as possible. Once your order has shipped, you will receive an email with further information. Delivery times vary depending on your location.

  • Processing: 4–5 business days
  • Shipping: 7-14 business days
  • Pre-Orders Shipping: Minimum 3 weeks

All orders will be packed and dispatched within 5 business days. We do not dispatch on Saturdays, Sundays or holidays.

Due to global supply chain challenges, shipping times could be longer than usual.

How much does shipping cost?
  • Standard (Canada): $10 CAD
  • Free shipping for orders over $90 CAD
Will I get tracking information for my order?

 Always. We’ll send you a tracking link once your order ships. 📦✨

Returns

What is the return policy?

All purchases are final sale since each case is handmade and custom-made for you.

Can I return or exchange my phone case?

Unfortunately, we don’t accept returns or exchanges for “change of mind” or if customization details weren’t included in your order notes.

What if my item arrives damaged or incorrect?

We’ve got your back. If your case arrives damaged, defective, or incorrect, email hello@kosmiccollections.com within 7 days of delivery with a photo of the issue. We’ll replace it free of charge.

Do you offer refunds on personalized/custom products?

All personalized and custom orders are final sale due to their handmade nature.

Can I cancel a pre-order?

If your order hasn’t been fulfilled yet, we may be able to cancel it. Once it’s in production, it can’t be cancelled. Please email us hello@kosmiccollections.com within 6 hours of ordering for any changes.

Product Details & Care

Are the cases protective or just decorative?

Both! Kosmic cases are designed to protect and look good doing it.

Do the cases support wireless charging?

No, our cases do not support wireless charging.

How do I clean my phone case?

Gently wipe with mild soap and water to keep your case looking kosmic. ✨

Which phone models do you support?

We currently support the most recent iPhone models. For other phone models, select custom size and add your exact phone model (# and pro, pro max etc.) to the cart notes - these are pre-orders and take a minimum of 3 weeks to ship.

Payments & Security

What payment methods do you accept?

We accept all major credit and debit cards, PayPal, Apple Pay, Google Pay, and Shop Pay.

Is my payment information secure?

100%. Our checkout is powered by Shopify and uses encrypted, secure payment processing.

Can I use discount codes?

Yes - just add your discount code at checkout.

Do you charge sales tax/VAT?

Applicable taxes are calculated at checkout based on your location.