Question: Can discount codes be used during Black Friday sale?
Answer: Only 5% discount codes (for example, BFX5) could work during the sale. Other discount codes cannot be combined with this sale.
Question: How do we deal with return requests when the item is customized?
Answer: We can’t accept such returns. We can use Post-Delivery: Customization - no exchange macro.
Question: Can we refund the customs fee for the parcels going to the USA?
Answer: Yes, we cover all fees for our USA customers. This information is provided during checkout, as well as on the Shipping and delivery page.
Question: Customer placed an order for two cases, now they contacted us regarding the BUY4PAYFOR2 offer. How do we deal with such requests?
Answer: We can follow the following procedure: I forgot to add case(s) to the cart and use the Buy 2 Get 2 Free promotion. However, if the customer is upset or angry, or if we feel it would improve their experience, we can make an exception and offer to send two additional cases. Quick note: make sure to mention that the cases must be of equal or lesser value.
Question: Are fingerprints noticeable on mirror cases?
Answer: Yes, they do show fingerprints, much like a mirror does.
Question: After sending a 25% discount code (warranty doesn’t apply), the customer asked if we could refund 25% for their latest order instead. Can we do this?
Answer: No, we explain to the customer that discount codes can’t be applied retroactively. If we feel that we need to make an exception, we must first check if no other discount/promotion was applied at the time of purchase.
Question: How should VAT refunds be issued?
Answer: VAT refunds are handled by the accounting team. When a customer contacts them about an invoice, the refund is issued along with it.
Question: Do we share the exact sale end date with the customers?
Answer: We can let them know that there’s still no set end date, but the deal is for a limited time, and encourage them to place an order as soon as possible.
Question: Why was the Express Shipping fee charged twice?
Link: https://burga.gorgias.com/app/ticket/367676260
Answer: The express shipping fee is automatically applied to the Power Bank in the order. If the customer selects express shipping for the other items, two shipping fees will be charged.
EasyGrip Travel Mug is now live.
Samsung Galaxy Tab S10FE and FE+ has been launched.
We now offer replacements for Samsung Galaxy Z Flip 7 Elite. Updates from quality team can be found here.
Shipping delays expected to Sardinia and Italy.
New ROC’s will be added from Decemeber 1:
A new categorry has been added – Luggage Cover, with the following reasons:
Defect: Scratched, Print issue, Fading, Cracked/Broken, Fraying, Tikrinimui.
Manufacturing Issue: Wrong item shipped, Wrong shipping method, Incorrect design, Missing item, Tikrinimui.
To clarify: since this is a fabric product, “scratched” refers to damaged or torn material, while “cracked/broken” applies more to fastening parts (zippers, buttons).
Elite Case with Swarovski plates will be added under Elite case category:
Defect – Swarovski diamonds issue: mark when larger crystals are missing, crystals are the wrong color, smaller crystals do not fully fill the plate (large gaps), or small crystals are completely the wrong color.
Manufacturing Issue – Swarovski plate issue: applies when the defect comes from unevenly glued crystal plates, large gaps along the edges, the plate lifting on any side, or when a strong magnet protrusion is visible.
The Drinkware category is now split. We now have Tumbler, Travel Mug (both with and without handles), and Water Bottle. These categories will have standard defect reasons, and from a manufacturing perspective, a new reason Glue residue has been added – when glue has dripped onto the print or the surface is stained. Previously, this was marked as a Print issue. Accessories like straws or extra lids will now fall under the Accessories category.
For Key Organisers, “Print issue” has been removed from the Defect section since we do not print designs on them. In the Manufacturing section, “Incorrect model/size” has been removed because we only have different color variants.
AirPods Lid parts don’t connect - this reason has been moved from Defect to Manufacturing, as it stems from the production process.
Ring holder has been renamed to Adhesive Ring Holder to reduce confusion. The reason “Does not function” has been removed because it duplicates “Loose”.
Screen Protectors – the reason “Privacy filter not working” has been removed.
Tough Case – the reason “Layers don’t fit properly together” has been replaced with Mixed TPU to make it clearer. This applies when the PC and TPU parts do not match. If the PC part is deformed and cannot fit with TPU, mark as Deformed.
A few more products have been moved under the Accessories category and will no longer be tracked separately. This category now includes: Drinkware accessories (straws, separate lids), all charms, bags, ring lights, card holders, passport holders, chains, charging cables, stickers, stickpads, and glasses.
Stock Updates
In stock:
Kindle Paperwhite 6 case
Samsung Z Flip 7 | Elite Gunmetal
iPhone 17 Pro Max | PUFFER PLATE | Cookie
