FAQ page
If you have any questions, you’ve come to the right place!
Here are our most commonly asked questions, but if you have new one's then ask away.
ACCESSORIES
HOW DO I CLEAN MY SNAKEHIVE LEATHER ACCESSORY?
We design Snakehive accessories to last, so they might need some TLC along the way.
We recommend using specialist leather cleaning products on all our accessories.
If you’re lucky enough to own one of our nubuck leather accessories, such as the Vintage Leather Wallet, carefully wipe your cover with a nubuck or similar soft cloth using a circular motion. Use a nubuck brush to remove dirt and dust, then spray with a nubuck cleaner, working well into the leather. Allow to dry thoroughly, then use a brush to restore the nap to its original glory. Be gentle and remember it’s a delicate, naturally-sourced product.
DO YOU OFFER ANY PRODUCT GUARANTEES?
We offer a 12-month manufacturing defect warranty on all our accessories. If you’re not completely satisfied, we also offer a 30-day guarantee on any products returned to us in an unused condition.
I HAVE A DISCOUNT CODE, WHERE AND HOW CAN I USE IT?
We love a discount as much as the next guy. Any discount codes can be applied on your purchase page. Please note that discount codes cannot be used in conjunction with items in our sales.
CELLPHONE CASES
WHAT KINDS OF CELLPHONE CASES DO YOU OFFER?
We specialize in premium leather accessories, originating with our ever-popular, Vintage Leather Wallet. Believing it’s what’s inside that counts, we handcraft authentic accessories with your lifestyle in mind. Dynamically designed to fit your cellphone, our cases are durable and stylish. The Vintage Leather Wallet features storage for cards and cash, a stand function, and magnetic clasp. If a cellphone and a wallet had a baby, this would be it.
WHAT IF MY CELLPHONE IS NOT LISTED ON THE WEBSITE?
If you’ve bought the latest cellphone model and can’t see it featured on our website, never fear, we probably have it in production. Always keeping an eye on market trends, we tend to feature new model designs soon after the maker’s launch. Any doubts, then drop us a line here.
POSTAGE & DELIVERY
HOW LONG WILL IT TAKE TO RECEIVE MY ORDER?
We understand that your phone needs protection pronto , so our standard shipping option usually takes only between 3-5 days, but often arrives sooner.
WHAT SHOULD I DO IF MY ORDER DOESN’T ARRIVE?
Don’t panic, it’s probably on the way! Please allow 10 working days for your order to arrive. If for any reason your order does not arrive within this timeframe please contact us.
DO YOU DELIVER OVERSEAS?
Yes, we pride ourselves on being an inclusive company and to date have shipped to over 100 countries! If you have any issues with placing an international order, try ordering from our UK/International storefront or contact us.
HOW MUCH IS OVERSEAS DELIVERY?
We try to make sure we have at least one free shipping option for all countries, but sometimes this isn’t possible (like life, global logistics is complicated and sometimes costly!). All our available shipping options are displayed at checkout.
PAYMENTS, EXCHANGES, AND REFUNDS
WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept all major credit & debit cards, as well as many trusted payment gateways such as PayPal. All our current payment options are displayed at checkout. Having trouble paying? No problem - just contact us.
CAN YOU TAKE PAYMENTS OVER THE PHONE?
Unfortunately, we are unable to take payments over the phone. But if you need help with paying online, we’d be happy to talk you through the process. Simply give us a call.
HOW DO I KNOW MY PAYMENT IS SAFE AND SECURE?
All payments made on our website are fully encrypted - we don’t capture or store any payment information ourselves. This is all actioned by our trusted payment gateway partners (like PayPal) to guarantee the security of all payments made on our site.
I’VE CHANGED MY MIND! CAN I CANCEL OR AN AMEND AN ORDER?
If you’ve had a quick rethink, we can action an amendment or cancellation, provided you inform us before dispatch. Please get in touch.
WHAT IF I RECEIVE A FAULTY ITEM?
We create accessories to last, but in the rare event that an item is faulty, please let us know, and include the details of the fault and images where possible. We will be happy to dispatch a replacement item.
I ORDERED THE WRONG CELLPHONE CASE – OOPS!
Before confirming an order, please check it carefully as some cellphone models have really similar names. Our cellphone cases are designed with your cellphone model in mind, so are not transferable with other models. We will be happy to exchange an incorrect item for the right one on safe return to us - you will be required to pay for the return postage costs.
I ORDERED THE RIGHT CELLPHONE CASE BUT A DIFFERENT ONE ARRIVED!
In this case, we’ll happily send out the correct item and will enclose a stamped addressed envelope for you to return it to us. (No charges apply).
HOW DO I GET A REFUND?
We offer a no-quibble money-back guarantee on all unwanted items returned to us within 30 days in an unused condition (return postage payment required). Please contact us here.
BUSINESS CUSTOMERS
CAN I BULK BUY CELLPHONE CASES FOR MY COMPANY?
Absolutely! We currently supply a range of small to medium companies with accessories. If you are interested in placing a bulk order for your company please contact us.
CAN YOU SUPPLY VAT INVOICES?
Yes, we can enclose a VAT invoice with all business orders on request.
I LOVE SNAKEHIVE AND WANT TO MAKE A WHOLESALE ORDER
Go big or go home we say! If you’d like to become a re-seller then please contact us.
Any more questions?
We’re happy to help so please get in touch. We aim to answer all queries within 24 hours (except for weekends, when we’ll be chilling with the rest of you!)