FAQ Merchal

Frequently Asked Questions (FAQ)

🛒 General Questions

Q: What kind of products do you offer?

We create unique, made-to-order phone cases designed using AI-generated or custom artwork. Each piece is printed individually after you place your order.

Q: How long does production take?

Most orders are produced within 2–5 business days before shipping. During peak periods or for special finishes, production might take slightly longer.

Q: How can I track my order?

Once your order has shipped, you’ll receive a tracking number by email. You can follow your parcel directly through the carrier’s website.

Q: Can I cancel or change my order after placing it?

Because each item is custom-made, we start production shortly after your order is confirmed. For this reason, cancellations or changes aren’t always possible once production begins.
If you need to make an urgent change, contact us immediately — we’ll do our best to help before printing starts.

💰 Taxes, Duties, and VAT

Q: Are taxes or import duties included in the price?

We collect VAT for the countries where we can guarantee Delivery Duty Paid shipping, however for countries where we can’t guarantee that we simply ship the product and you are responsible for paying duties. 

Q: Who is responsible for paying customs duties, tariffs or VAT on delivery?

Customers are responsible for all applicable taxes, customs fees, and import duties charged by their local authorities.
We are unable to estimate or prepay these costs in all circumstances, as they vary depending on your location.

Q: Where do orders ship from?

We ship from fulfillment centers located in EU, UK, Norway, US, CA, AU or Singapore. Your order will usually be dispatched from the facility closest to your delivery address to reduce shipping time and allow us to use Delivery Duty Paid shipment. Some products might only be produced in certain facilities so for those shipping might take longer and DDP might not be guaranteed. 

🔄 Returns & Refunds

Q: What is your return policy?

Because all our products are custom-made to order, we can only accept returns for items that arrive defective or damaged.
We do not offer returns or refunds for change of mind, incorrect model selection, or design preferences.

Q: What if my item arrives damaged or with a printing error?

Please contact us within 7 days of receiving your order with photos of the issue.
If the problem is confirmed, we’ll gladly offer a full refund.

Q: How do I request a return or replacement?

Send us an email at support@merchal.shop including:
  • Your order number
  • A short description of the issue
  • Clear photos of the defect or damaged packaging
Our team will review your request and guide you through the next steps.

🎨 Prompt & AI Art

Q: How do I write a prompt that doesn’t get blocked?

Describe the visual outcome—don’t name protected sources.

  • Don’t name living artists, real people, brands/logos, or franchises.
  • Focus on aesthetics: texture, brushwork, color palette, lighting, mood.
  • Use roles/scenes, not individuals (e.g., "charismatic speaker at a podium," not a specific person).
  • Swap restricted references for concrete traits (e.g., "visible impasto, complementary contrast, swirling night sky patterns").
  • Use this 6-part structure: Subject · Aesthetic/Style · Mood/Theme · Color/Light · Composition/Lens · Detail/Constraints.
  • Avoid explicit/graphic content: imply tension or keep action off-camera.

👉 For copy-ready examples and a full checklist, see our guide: "Writing Merchal Image Prompts Without Getting Blocked". 

🧾 Other Common Questions

Q: What phone models do you support?

We offer cases for most major models, including iPhone, Samsung Galaxy, and Google Pixel lines. The exact availability may vary by design — please check each product page.

Q: How are the cases made?

Our cases are printed using high-quality, durable inks on premium materials that provide strong protection and vivid color. You can read our blog and inspect the product pages to learn more about the difference between different products. Every piece is individually made for you.

Q: How should I care for my case?

Wipe gently with a soft, damp cloth. Avoid harsh chemicals, alcohol-based cleaners, or prolonged sunlight exposure to keep colors vibrant.