Frequently Asked Questions

Cases
How protective are your cases, really?

Pretty enough for mirror selfies. Protective enough for everyday life.

Our cases are designed to handle the usual drops, bumps and “I swear I had a grip on it” moments, while still keeping things sleek and lightweight.

Because nobody wants a phone case that feels like a construction helmet.
The colour looks a bit different to what I saw online - why is that?

Screens love to interpret colours their own way.

Because your case is digitally printed onto physical materials, colours can appear slightly different in real life compared to what you see on screen. Lighting, screen settings and print processes all play a part.

Every Hansen piece is made individually, so tiny variations are completely normal, and part of what makes made-to-order production a little more special.

If something feels seriously off though, send us a photo and we’ll happily take a look.
Do colours look different on matte vs gloss cases?

A little, yes.

Different finishes reflect light differently, so colours can appear slightly softer on matte cases and a little more vibrant or reflective on gloss finishes.

It’s the same design, just a slightly different vibe depending on the material you choose.
Will my case scratch or fade over time?

Your Hansen case is designed to keep up with everyday life - tossed into bags, taken on trips, balanced on café tables and brought everywhere in between.

We use high-quality printing techniques made for long-lasting wear, but like anything used daily, natural signs of love can happen over time. Things like constant friction, direct sunlight, skincare, fake tan, oils from your hands and everyday handling may gradually soften the finish or print, especially around edges and corners.

To keep your case looking its best for longer, we recommend avoiding prolonged sun exposure and cleaning gently with a soft damp cloth when needed.

A well-loved case tells a story - but a little care never hurts either.
Are your cases MagSafe and wireless charging compatible?

Selected styles are MagSafe and wireless charging compatible, we’ll always mention it clearly on the product page when they are.

Orders
What happens after I place my order?

Shortly after checkout, you’ll get a confirmation email from us - consider it your “we’ve got it” moment.
If it’s not in your inbox within a few minutes, check spam (sometimes we get a bit too exciting for email filters).

If it’s still missing, email us at hello@hansencases.com and we’ll sort it.
How long does it take to make my case?

We don’t pre-make stock - every Hansen case is created just for you once your order comes in.

That usually takes around 2–5 business days.
It’s not instant, but that’s kind of the point - nothing wasted, nothing sitting around, just your design being made fresh.
Has my order been made yet?

Once your order has been printed and packed, you’ll receive a shipping confirmation with tracking.

If you’re in that “is it ready yet?” phase (we get it), hang tight - you’ll hear from us the moment it ships.
What payment methods do you accept?

We accept all major payment methods at checkout, including credit and debit cards, as well as Apple Pay and Google Pay (where available).

Basically: whatever gets you to your new case fastest.

Shipping & Returns
Where does my order ship from?

Your Hansen piece is produced and shipped from one of our trusted production partners closest to your delivery location wherever possible.

It’s part of our more thoughtful made-to-order approach - less unnecessary travel, less waste and a much shorter journey to your doorstep.

Basically: your case takes the sensible route, not the scenic one.
How much does shipping cost?

FREE!

No minimum spends. No surprise calculations at checkout. No “wait… how did shipping cost that much?” moments.

Just good-looking cases heading your way.
Can I return my order if I change my mind?

We hope you and your Hansen case live happily ever after. But if something’s not quite right, you can return your order within 14 days of delivery for store credit.

Because every Hansen piece is made to order especially for you, we don’t offer refunds for change of mind. It’s part of our more conscious approach to reducing unnecessary waste and overproduction.

To start a return, just email us at hello@hansencases.com with your order number and a quick note about what’s not working for you. We’ll guide you through the next steps and send the correct return address based on your location.
Why do you offer store credit instead of refunds?

Each Hansen piece is produced only once you place your order, not pulled from a shelf of pre-made stock.

By creating products as they’re purchased, we’re able to reduce excess inventory and minimise unnecessary waste. Store credit helps us continue operating in a more thoughtful, lower-impact way while still making sure you’re able to find something you love.

A gentle nudge toward conscious shopping… but still with hot phone cases.

Contact Us & Collaboration
How can I contact Hansen?

We’d love to hear from you - whether you’ve got a question about your order, need help choosing a case, or just want to say hi.

The best way to reach us is via email at hello@hansencases.com and we’ll get back to you as soon as possible.

Please include your order number if your enquiry is about an existing order so we can help you faster.

Our inbox is monitored Monday to Friday, and we aim to reply within 1–2 business days (usually sooner - we’re chronically online).
I’m a creator - can we work together?

We love working with creators who genuinely align with the Hansen world.

If you think your content, audience or aesthetic would be a good fit, send us a message at hello@hansencases.com or slide into our Instagram DMs.

We promise there’s a real person reading them!