Customer Support

How can we help you?

Frequently asked questions (New)

  • COVID-19 - Shipping?

    We are closely monitoring the developments of COVID-19 and its impact on our shipments. Some countries may experience delays. We see a lot of shipments waiting at sorting centres a long time. Those orders will still be delivered but take longer than usual.

  • What is a Patina?

    Leather will develop natural stains and scars and may darken in colour over time, creating a rich patina that tells your story. Learn more.

  • How do I insert my iPhone into my Decoded case?

    We build our cases to fit the precise measurements of your iPhone, for a secure, safe fit. To insert your iPhone correctly to ensure maximum functionality and solid protection.  Lay your new Decoded case open flat on a hard surface. Insert your iPhone at 45 degree angle beginning with the two front corners (nearest your front camera). Slowly begin to lower your iPhone into the case (beginning with your volume buttons). Firmly snap your case in at the bottom corners. 

  • What iPhone / iPad do I have?

    Don't know what iPhone / iPad you have? No Problem, you can find your iPhone / iPad model number by looking at the small text on the back of your device. example: "Model A*****" If you cannot read or find the text on the back of your device, launch the iOS Settings app and navigate to General > About > Model (or Model Number).

  • Wholesale Questions?

    Interested in selling or distributing Decoded? Please contact us at

  • Warranty?

    At Decoded we offer a 2 year global warranty on all of our products. Learn More.

  • Where's my track and trace?

    We ship all orders Monday to Friday with our preferred partners. Once your order has been shipped you will receive a tracking mail confirming your shipment. Please check your Junk mail if you have not received one. Learn More.

  • Shipping - Express vs Standard?

    We offer global standard and express shipping. All orders above 50 receive free standard shipping. Standard shipping arrives within 2-8 days and express arrives within 1-2 days. Learn More.


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