Frequently asked questions

FAQ's

How long will my case take to arrive?

Our cases require 2–3 days for production, and once shipped, your order should arrive within 5–10 business days. Please see our shipping information below.

Can I get a return or exchange if I order the wrong size/colour?

We do not offer returns or refunds for items purchased in an incorrect size, finish, colour/design or due to a change of mind. Our cases are made to order as we strive to be sustainable and environmentally conscious. Please double check your order carefully before the purchase is made. We do offer exchanges for items that arrive in a faulty or defective condition. Please see our full description of policies below.

What is the difference between all the cases?

Our Tough and Magnetic cases are double layered. They feature a 100% polycarbonate shell and a 100% TPU lining. Our Magnetic cases also feature an embedded magnetic ring compatible with magnetic phone accessories.

Our Slim cases are single layered. They offer a sleeker and more lightweight build made of a 100% polycarbonate shell.

How do I check my phone model?

Be sure to double check your phone model before purchasing! For apple phones, go to:

Settings --> About --> Model Name

Policies

  • Returns and Exchanges Policy

    Non-Returnable/Refundable Items

    We do not offer returns or refunds in the following situations:

    • Incorrect size, finish, colour, or design selected
    • Change of mind after purchase

    • Damage to the case caused by the customer

    Note: All cases are made to order to reduce waste and support sustainability. Please double-check your order details before confirming payment.

    Order Changes and Cancellations

    • If you realise you have ordered the incorrect size, finish, or colour before your order has shipped, please contact our team immediately.
    • We will make every effort to accommodate changes; however, modifications cannot be guaranteed.
    • Once your order has been shipped and is with the carrier, we are unable to: Cancel the order, Make changes to the order

    Faulty or Defective Products

    We do accept returns or issue refunds/replacements for items that are faulty or defective.

    Conditions:

    • Proof of purchase must be provided.
    • Evidence of the defect/damage must demonstrate that the issue is due to manufacturing or postal damage. We do not accept returns/refunds if the damage caused to the product is from the customer.
    • Damage must be reported in a reasonable timeframe

    If approved, the customer may chose either:

    • A replacement case that will be sent at our cost to the customers address in the same size, finish and design ordered.
    • Or, a refund that will be processed in which the full cost of the order including shipping will be reimbursed to the original payment method used to order the case.

    Misuse or Accidental Damage

    We are not required to provide a refund or replacement if the product is damaged due to:

    • Dropping the case
    • Forceful removal or misuse
    • Normal usage wear and tear
    • Improper storage or handling

    Contact Us

    For all return or exchange inquiries, please reach out to our team:
    contact@sunrae.au

Shipping

  • Shipping

    Our cases require 2–3 days for production, which is not included in the delivery timeframe. Once shipped, your order should arrive within 3–6 business days for non-international orders

    If you have not received your order within this timeframe or have any questions or concerns, please do not hesitate to contact us at contact@sunrae.au.

Design

  • Design

    Our range includes Tough, Slim and Magnetic cases. We offer cases compatible with Apple, Samsung and Google Pixel phone models. Our cases are available in either a matte or glossy finish. All cases support wireless charging (no need to remove the case to wireless charge)

    Our Tough cases are double layered. They feature a 100% polycarbonate shell and a 100% TPU lining.

    Our Slim cases are single layered. They offer a sleeker and more lightweight build made of a 100% polycarbonate shell.

    Our Magnetic cases are double layered. They feature a 100% polycarbonate shell and a 100% TPU lining. They also have an embedded magnetic ring compatible with magnetic accessories such as battery packs and card holders.

    Please note that as we use custom colours with our manufacturer, the colours displayed online may vary in tone or shade when physically printed.

Care

  • Care

    Due to the tight fitting nature and hard back of the case, we advise against taking the case on an off frequently and storing items inside the back of the case. This may compromise its protective ability and cause damage to the case. Refrain from exposing the case to the sun frequently as this can cause the colour to fade from UV damage. Avoid contact with cosmetics containing high alcohol content to prevent smudging of the printed inks. Avoid direct contact with hand creams and sun creams and keep out of excessive heat. To clean the case, wipe with a slightly damp cloth.