Frequently Asked Questions

We make cases for iPhone models up to the 17 series, plus Samsung Galaxy and Google Pixel phones. Alongside phone cases we also make iPad and tablet cases, laptop sleeves, Kindle cases, AirPods cases and Apple Watch bands. Every product page has a device picker — choose your exact model there and your case is made to fit it.

Picking the right model matters, because each case is cut for one specific device. Here is the quickest way to check:

• iPhone: Settings → General → About → Model Name
• Samsung Galaxy: Settings → About phone → Model number
• Google Pixel: Settings → About phone → Model

If you are still not sure, email support@tilila.de before you order and we will confirm which option to pick.

Yes. Snap, Tough and Flexi cases are all wireless-charging compatible, so you can charge without taking the case off. Magnetic accessory compatibility depends on the style — if a case has a built-in magnet ring, it says so on that product page.

No — because every case is made to order for one specific device, there is no warehouse of pre-made stock. Your case is made fresh after you order, which is why processing takes a day or two before it ships.

Phone cases come in three styles:

• Snap — a slim one-piece shell in impact-resistant polycarbonate, with a full-wrap edge-to-edge print.
• Tough — a dual-layer build with a polycarbonate shell over a TPU rubber liner, for heavy-duty impact resistance.
• Flexi — a slim, grippy, bendable case in flexible shock-absorbing TPU, with a full-wrap edge-to-edge print.

The styles available for your device are shown on each product page.

Snap and Tough cases come in glossy or matte. Glossy gives deeper, more saturated colour and a smooth shine. Matte has a softer, non-reflective surface with a little more grip and it hides fingerprints better. Both use the same artwork and the same print process, so it comes down to the look and feel you prefer.

The Tough case. Its hard polycarbonate outer shell spreads the force of a knock while the TPU inner liner absorbs the shock, and the raised edge keeps your screen and camera off flat surfaces. Flexi is the middle ground — flexible TPU that cushions everyday bumps. Snap is the slimmest option and is best if you want minimal bulk over maximum protection.

No. The artwork is printed into the surface of the case rather than applied as a sticker or film, so it will not peel at the edges or rub away with normal handling. To keep it looking new, wipe the case with a soft, damp cloth and skip solvents and abrasive cleaners.

Yes. Every design in the shop is original artwork drawn by our own small studio, then laid out by hand for each device shape so the pattern sits right around the camera cut-out and the edges.

Every case is made to order for your exact device, so nothing sits in a warehouse waiting. Orders are made and dispatched within 1–2 business days. During sales and holiday periods that can stretch to 3–5 business days. Delivery time is added on top of that.

Shipping is a flat rate by destination:

• Spain: €6.99, 3–6 business days — free on orders over €55
• Rest of the EU: €8.99, 5–9 business days
• International: €12.99, 8–16 business days

These windows are carrier estimates and start once your order leaves us. Full details are on the shipping policy page.

Not at the moment — standard shipping is the only option at checkout. We would rather quote you a realistic delivery window than sell a faster service we cannot reliably hit on a made-to-order product.

As soon as your order leaves us you will get an email with a tracking link. You can also look it up anytime on the Track My Order page using your email address and order number.

You can cancel or change an order within 2 hours of placing it — email support@tilila.de with your order number and we will sort it. After that window your case is already being made for your specific device, so it cannot be pulled back. You can still return it once it arrives.

Yes. International orders ship for a flat €12.99 and typically arrive in 8–16 business days. Any import duties or local taxes charged by your country are set by that country and are not collected by us at checkout.

You have 90 days from delivery to return your order, and return shipping is free. Email support@tilila.de with your order number and we will send you a return label. Once your return reaches us, your refund is issued to the original payment method and usually appears within 5–10 business days. See the Refund Policy for the full terms.

We will replace it free of charge. Email support@tilila.de with your order number and a photo of the case, and we will get a new one made. The same applies if a defect shows up in the case itself.

Yes. If the case that arrived is not the device model or the finish you ordered, that is on us — send us a photo with your order number and we will make the correct one and send it out free of charge.

If it is within 2 hours of ordering, email us and we will change it before production starts. After that, the case has already been made for the model you selected, so the route is a return: you have 90 days, return shipping is free, and you are welcome to reorder in the right model.

All major credit and debit cards (Visa, Mastercard, Amex, Discover), plus Shop Pay, Apple Pay, Google Pay and PayPal. Everything is handled securely at checkout.

Yes — checkout runs on Shopify’s PCI-DSS Level 1 platform with full TLS encryption. Tilila never sees or stores your card number.

Your payment is taken when you place the order, because that is what starts production on your case. If you cancel within the 2-hour window, you are refunded in full.

No — guest checkout works perfectly, and your order confirmation and tracking email are sent either way. Creating an account just makes it easier to see past orders and check where a delivery has got to.

Email support@tilila.de or call +1 (302) 557-4602. We reply within one business day. You can also use the contact page — a real person reads every message.