If you have ordered a SafeSleeve Mobile Phone Case from Grounded Wellness and you find that it doesn’t fit your phone, or the camera or control buttons don’t correctly align, then there are two likely explanations:

1. We have accidentally sent you the wrong phone case

This is rare but not impossible – we are only human!

To verify what we have sent you, please check the exact description of the phone case you ordered by referring to the Grounded Wellness order confirmation we sent you by email upon purchase.

Please compare this description to the description found on the sticker on the SafeSleeve box.

If you find that the descriptions do not match, please send us a photo of SafeSleeve box so that we can see what mobile phone case we sent you.

If we have indeed mistakenly sent you something other than what you ordered, we will provide you with a pre-paid return label by email for you to send the incorrect case back to us for an exchange. Please note, that pre-paid return labels have a strict 7 day expiry. See more about our return labels here.

Once we receive the case back from you, we will send out a replacement case via express post.

2. You have accidentally ordered the wrong phone case for your phone

With so many models of iPhone and Samsung phone case available, it is easily done and we can easily fix it!

For example, the iPhone 16 (much like the iPhone 14 and 15), has four different models available; iPhone 16, iPhone 16 Pro, iPhone 16 Plus and iPhone 16 Pro Max. Each model has its own phone case because each model is different. It is important to know the exact model of your phone before ordering a phone case.

Please check the exact description of the phone case you ordered by referring to the Grounded Wellness order confirmation we sent you by email upon purchase.

Please compare this description to the model name in the settings of your mobile phone. This can usually be found in the General > About section of your phone settings.

If you have accidentally ordered the wrong phone case, please let us know and we will issue you with a returns authorisation number, we’ll let you know if we have the correct one in stock and you can send the mobile phone case back to us for an exchange or refund.

In this scenario, it is the customer's responsibility to pay the postage to send the incorrect case back to us and the postage for us to send the replacement case out to you.