How can I make changes to my DECONE order?

Simply email us within 12 hours. Be sure to include your order number! If you would like to change your design, please also include the URL or name of the new design. Otherwise, if it is the device type, case type, or color that you would like to adjust, please also let us know the details in email. If a price difference is incurred for higher value product(s) or upgrade in shipping method is required after the order is placed, you will need to settle the payment request sent by our Customer Service team at one go without separate installments.

How do I know if my DECONE order was placed successfully?

If you have received an order confirmation email from us, your order was placed successfully! You can also log into your account to view your order history and search for your most recent order. If you've made a payment but haven't received a payment confirmation, you can log in to the Paypal or Shopify Payment website at any time to check the status of your order and payment.

I’ve placed an order, but it says "On Hold" when I check its status. What’s wrong?
  1. Your shipping address has no street number or suite number, or potentially incomplete.
  2. The photo(s) used in your design had been removed from your social network and we need your help in supplementing them.
  3. Your custom design contains content that potentially infringes intellectual property rights or proprietary rights.

You will always receive an email from us if the problems above happen to your order. So please be sure to check the Spams / Junk folder of the email you registered with us if you have not received such confirmation emails. We will need further information from you before we can process your order.

Why am I not receiving my order confirmation email?

If your registered email address is a Hotmail account, the order confirmation email may fall into your Spams / Junk folder. If you still cannot find your order confirmation email, please email us and we will investigate further.

How long does DECONE take to ship?

Shipping time depends on the product you purchase and the destination location as a different product has different production time. If you would like to know the estimated delivery time and shipping fee, please select the destination location on the checkout page to get an idea of the approximate timeframe.

Will COVID-19 affect my DECONE order?

In view of the recent situation of COVID-19, logistics transportation and global delivery services are now subject to temporary delays. Shipping time is likely to be lengthened as a special arrangement of some courier service companies and air traffic delays are to be expected. Thanks for your patience while we work hard to get your order to you!

How do I track my DECONE order?

Sign in to your Account (the one that you made your order with) and click on Track Order. In some instances, carrier's tracking information may only be available in 1-2 business days after the order is shipped.

I’ve ordered a few items but I can’t find all of them. Where are the missing cases?

Please be sure to open up all the boxes first. We normally pack 2 cases in 1 box unless otherwise requested. If you have checked and the case is still not there, please contact us.

How do I shop for a DECONE product?

You may select your preferred item and add it to the cart. Then select the shipping method and wait for it to be dispatched and shipped. Stay up to date on all DECONE promotions to get the best deal on phone cases and tech accessories.

It has been a few months after my order was shipped and the tracking link provided has expired. I’m afraid that my DECONE parcel may have been lost. Can I get a refund?

Please let us know within 60 days of purchase if your order is missing. We would be happy to follow up and investigate for you. Further arrangements will be facilitated. No refund for missing parcels if the initial date of such enquiry/request is beyond 60 days of purchase.

Does DECONE offer free shipping internationally?

Yes, we offer free international standard shipping for orders withtotal value (after discount)US$70 or above. Please select the location on the checkout page for shipping methods available and shipping costs accordingly.

How do I purchase a gift card?

Check out the DECONE Virtual Gift Card section.

Can I use gift cards on the shipping fee?

Please send us an email here with more details and we will follow up.

Quick Links

100% Customer Satisfaction Guarantee

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Affiliate Program

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Privacy Policy

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Terms & Conditions

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Need something specific? Get in touch and we'll talk about it.

Contact Us

Still not getting your answers? Email us by deconeshop@outlook.com anytime.
You can also contact us on Instagram or Facebook.

100% Satisfaction Guaranteed

Every product of DECONE provides the best quality.


Immediate communication service. Contact us 24 hours a day, 7 days a week.

12 Month Warranty

DECONE offers "30-day No Questions Asked Return or Exchange" and "12-month Product Warranty" to every product purchased.


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