Quick delivery and the cash was protected my phone well. Unfortunately, the colour of the case faded after six months or so.
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Review summary
Created with AI, based on recent reviews
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Reviews shaping this summary
Cases are fine - don’t seem the best quality compared to other companies I’ve bought from. No returns policy meaning can’t return it so a bit of a wasted product. I understand the reason for the no r... See more
Company replied
I love the ethos behind these cases, but I’ve had mine less than a month and it’s already discoloured and the design has rubbed away at the corners. UPDATE: received a full refund. Updated score to... See more
Company replied
Good choice of style and colours but break easily
Company details
Written by the company
Acaso is a London-based brand known for their premium quality phone cases & unique off market stylish designs. For more 6k+ customer reviews go to Etsy.com - AcasoLondon
Contact info
ARC Club, 72-76 Dingby Road, E9 6HX, London, United Kingdom
- mail@acaso.uk
- acaso.uk
3.5
Average
33 reviews
Replied to 100% of negative reviews
Typically replies within 1 week
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See how their reviews and ratings are sourced, scored, and moderated.
Good choice of style and colours but…
Good choice of style and colours but break easily
May 1, 2026
Unprompted review
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Good product
Quick delivery and the cash was protected my phone well. Unfortunately, the colour of the case faded after six months or so.
May 20, 2025
Unprompted review
Bought a few cases with them and all…
Bought a few cases with them and all being great. Definitely have dropped my phone lots with the cases and have kept my phone protected!
April 28, 2026
Unprompted review
Best case I’ve had!!
The quality was great and the designs are beautiful, the best case I’ve had on my phone! Delivery was quick and will definitely recommend to my family and friends.
April 25, 2026
Unprompted review
Really nice phone case
Really nice phone case! Great quality and beautiful design.
January 1, 2026
Unprompted review
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Great Quality and Customisation
Great Quality and good customisation. Would highly recommend.
April 24, 2026
Unprompted review
Reply from Acaso London
Thank you for your feedback Kiran! 💖
Lovely quirky design, great protection
I love the quirky design of my phone case, it sticks out from everyone else's, and I regularly gets comments. This is my second case, as I also had an Acaso cover for my previous phone, with a different design.
I got the stronger version, and it has successfully protected my phone when dropped accidentally. Sure, you can get even stronger cases, but I think this is a perfect balance between safety and looks.
As the designs are personalised specifically for your phone, I understand the no-returns policy and recommend everyone to double check their order, before placing.
April 1, 2026
Unprompted review
Reply from Acaso London
Thank you Dorte! We’re delighted to have you as a valued customer and hope to see you again in the future 💖
Love it!
The customer service team went above and beyond to help me when I made a mistake with my order. The phone case is also great quality!
April 17, 2026
Unprompted review
Reply from Acaso London
Thank you for your feedback Jessica! We're glad we were able to help you and hope to see you again in the future.
Bad quality, wouldn’t recommend
I ordered a phone case with card holder because the design is super sleek and cool! Unfortunately they sent me the wrong texture and size at first, and not only did it take quite a while to convince the Acaso team of this mistake, but when they did then send me the correct case it broke within a month. The quality is really bad for the price of it - the sides will snap easily and the design does not stop your screen from smashing. Overall the design is literally the only good thing about the case, my £10 one from Amazon was better.
Also, both my sister and the friend that recommended the website to me have had the same experience.
February 15, 2026
Unprompted review
Reply from Acaso London
Hello,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and that the case didn’t meet your expectations.
We completely understand your frustration, especially when you were hoping the case would last longer. While our cases are designed to be durable for everyday use, they are handled frequently and can experience wear and tear over time depending on usage.
We genuinely appreciate your feedback, as it helps us improve both our products and our service moving forward.
Kind regards,
Acaso Team
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Ok cases but no returns!
Cases are fine - don’t seem the best quality compared to other companies I’ve bought from. No returns policy meaning can’t return it so a bit of a wasted product. I understand the reason for the no return policy but frustrating for a customer when the cases are quite expensive in the first place and I don’t feel the quality matched the price tag!
April 6, 2026
Unprompted review
Reply from Acaso London
Hello Sara,
Thank you for taking the time to share your feedback with us.
We’re truly sorry to hear that our product didn’t meet your expectations.
We kindly ask that our customers reach out to us directly before making any public complaints about their orders. This allows us to promptly address any concerns and offer solutions such as refunds or replacements, as outlined in our policies. Taking these steps before leaving a review helps ensure a smoother resolution process.
Please know we’re here to resolve this matter with you as quickly as possible.
Thank you for your understanding and support.
Kindest regards,
Acaso Team
I had a lovely experiencing ordering…
I had a lovely experiencing ordering from this business. After accidentally ordering the wrong size initially, I emailed asking if I swap and I received an understanding email updating on the order and letting me know that they had updated the order and shipped it. I am very satisfied with the quality of the phone case.
March 16, 2026
Unprompted review
Reply from Acaso London
Thank you so much Wura! As a token of our appreciation, please enjoy an exclusive 20% discount sent to you via email to use on your next order if you wish to try a different design or style. We'll be happy to have you back in the future 😊
Great experience
Great experience, good service and great quality cases.
March 11, 2026
Unprompted review
Reply from Acaso London
Thank you so much Ana for your feedback! Please enjoy the 20% off code as a token of our appreciation 💗 We'll be happy to have you back in the future.
I ordered a phone case for my daughter…
I ordered a phone case for my daughter for Christmas and it has just fallen apart after less than 3 months. I contacted Acaso and was offered another case at a reduced price, and was told that their phones have a 1 week warranty (not a lifetime warranty!). The case was £19.99, so not super cheap. I didn't expect a lifetime warranty, but I did expect it to last more than 3 months. I offered to pay the difference to have one of their tough cases, but they haven't replied to that message. Just a very poor quality case and disappointing customer service.
March 24, 2026
Unprompted review
Reply from Acaso London
Hello Sue,
Thank you for taking the time to share your feedback. We’re really sorry to hear about your experience and that the case didn’t meet your expectations.
We completely understand your frustration, especially when you were hoping the case would last longer. While our cases are designed to be durable for everyday use, they are handled frequently and can experience wear and tear over time depending on usage.
Regarding our policies, we do aim to be as transparent as possible by outlining warranty and product details in our descriptions before purchase. As a small business with high production costs, we unfortunately aren’t able to offer a warranty or replacements several months after purchase, particularly for items bought during promotional periods like Christmas. This helps us keep our products fairly priced and continue operating sustainably.
That said, we did offer a discounted replacement as a gesture of goodwill, which we understand may not have been the resolution you were hoping for.
We genuinely appreciate your feedback, as it helps us improve both our products and our service moving forward.
Kind regards,
Acaso Team
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I wish I had looked at the reviews…
I wish I had looked at the reviews before ordering! Ordered two cases and one arrived in completely the wrong colour. No response from email sent or message on instagram. Very disappointing.
Following the reply below I can confirm I did send an email to the only email address on your website and have not had any response hence the review. I have today resent the email and hope to receive a suitable response.
March 18, 2026
Unprompted review
Reply from Acaso London
Hello Sarah,
We’re really sorry to hear about your experience and understand how disappointing it must have been to receive one of your cases in the wrong colour.
We’d like to address a few important points so we can help resolve this properly. Firstly, we don’t provide customer service via social media channels like Instagram, so messages sent there may not be received or responded to. The correct way to contact us is via email at mail@acaso.uk or acasostudiouk@gmail.com which we can confirm that Sarah did not do. Please also note that our replies can sometimes land in spam or junk folders, which may explain why you haven’t seen a response yet.
Secondly, we always aim to resolve any issues quickly and fairly, but we do need the opportunity to do so. Many of the negative reviews here come from situations where we weren’t given the chance to fix the problem first. In cases like this, where an incorrect item has been sent, it’s something we can easily put right once we’re in direct contact.
Regarding reviews, while we understand customers check platforms like Trustpilot before purchasing, it’s worth noting that reviews there are not always from verified buyers. For a more accurate reflection of our products and service, we recommend checking platforms like our Etsy store, where feedback comes from confirmed purchases. We also have many positive reviews that unfortunately aren’t reflected here.
Finally, while we completely understand your frustration, we believe a one-star review based on a single mistake doesn’t always reflect the overall experience, especially when the issue itself is straightforward to resolve. Leaving a review before allowing us to fix the problem can also slow down the resolution process.
We genuinely want to make this right for you, so please contact us via email and we’ll resolve this as quickly as possible.
Kind regards,
Acaso Team
Took too long to arrive and then sent wrong one
I ordered a phone cover for my daughter and after a week I chased them.
I then waited a further week and told them to cancel the order due to the time taken.
I got no reply from either email.
They still then sent the item and it was the wrong one! (different colour)
I’ve just emailed them again stating I will be returning it at my own cost.
I decided on 2 stars as they may still reply and confirm they will refund, but given the lack of response so far, I won’t hold my breath.
March 7, 2026
Unprompted review
Reply from Acaso London
Hello Norrie,
Thank you for sharing your feedback with us.
Unfortunately as previously said, your order at the time had already been sent to production and, at that stage, we were unable to make any changes. We kindly advise our customers to notify us of any changes or cancellations within 24 hours of purchase so that we can take prompt action.
As requested and agreed upon, we've provided return labels for this purchase and a refund has now been placed. The amount should reflect in your bank account within the next couple of business days.
If you have any further questions or concerns, please don't hesitate to contact us.
Regards,
Acaso Team
Avoid, its a scam
As I have now found out from Trustpilot. Placed one order charged for two.
Contacted the email address 6 times, no reply.
Nothing has arrived in two weeks, original order or the second one processed without my consent.
Wish I had read these reviews prior as it is my exact experience. I am hoping my bank can help as have raised a dispute.
Update
Have now replied to my email once I posted on trust pilot so best way to get a response
Also, why would I place two separate orders in less than 10 seconds for the same thing….. like other reviews…. I wouldn’t
I raised it with my bank due to no reply for over two weeks and two charges, I wouldn’t have done this if someone had responded. The spam folder seems to be a regular thing on the feedback.
Original review still stands unfortunately for me and my bank
February 6, 2026
Unprompted review
Reply from Acaso London
Hello Jill,
We take accusations of scams extremely seriously. We are a legitimate small business, and at no point was there any fraudulent activity on our side.
First, we sincerely apologise for the delayed response. As clearly communicated on our website, from 11th February to 11th March we are undergoing system changes, and customers were advised that order processing and email replies may take longer than usual. In addition, your emails were unfortunately redirected to our spam folder, which further delayed our ability to respond.
Regarding the two orders: both transactions were placed through the website by you. We do not manually create or duplicate customer orders. It is not uncommon for customers to accidentally submit an order twice due to page refreshes or payment confirmation delays.
Both orders are currently being processed and are scheduled for dispatch shortly.
We were willing to resolve this amicably. However, a chargeback was opened for both transactions before we had the opportunity to respond. When a chargeback is initiated, we are required to formally contest it through the payment provider. For a small business, chargebacks not only reverse the payment but also incur additional penalty fees. In this case, we face product loss, refunded funds, and additional processing fees.
We understand that mistakes happen. What we do not accept are public accusations of fraudulent conduct when the evidence clearly shows legitimate transactions placed through our system.
We remain open to resolving this professionally.
Regards,
Acaso Team
Very poor quality, fell apart in a month
Bought one of their compostable environmentally friendly phone cases and the printed design looked like something made in a 3D printer with little thought or care. The side buttons were so hard to push that I could barely adjust the volume on my phone. I reached out to customer support and asked for a return label. They took a few days to respond but sent me a label stating I had 7 days to return the case. In the email they made it pretty clear that I should not leave them a bad review, and it almost felt a little threatening and aggressive. Unfortunately, I got sick and missed the window, so I decided to deal with the design flaw. One month later, the case started to shred into tiny pieces like it was made of straw. There were tons of scratches and dents forming on the case, even though I am very gentle with my phone. The case became permanently stained and absorbed anything that it touched, so it looked as filthy as a 10 year old phone case. It rendered itself unusable in such a short time that I had to throw it out and buy a new case. I reached out to Acaso to let them know I was going to leave them a bad review, since they had so adamantly opposed me doing so. They never replied. It is so disappointing after I did all this research and went out of my way to avoid buying from Amazon, only to be sold an absolutely horrible quality product.
November 2, 2025
Unprompted review
Reply from Acaso London
Hello Tricia,
We’re sorry to hear that you were disappointed with or service and product. However, we appreciate the opportunity to clarify a few points for transparency:
When the customer initially contacted us, we promptly approved the return and provided a prepaid return label with clear instructions and a standard return window. Unfortunately, the item was not returned within that timeframe, and we did not receive any communication requesting an extension or explaining a delay.
We would like to clarify that we never threaten or discourage honest reviews. Our customer service messaging is the same for all customers and simply explains that we’re unable to offer refunds or replacements if return policies are not followed and no communication is received. This is shared only to set clear expectations and ensure fairness across all customers.
Regarding the product itself, our compostable cases are designed to break down over time under certain conditions, and durability can vary depending on use, environment, and exposure.
That said, we always encourage customers to reach out directly if they experience unexpected issues so we can try to help within our policies.
We genuinely value feedback and regret that this situation ended in frustration. We remain committed to fair customer service and transparent policies for everyone.
Regards,
Acaso Team
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Like some of the reviews below
Like some of the reviews below - I have attempted to contact customer service multiple times (to their email with high importance) as I accidentally placed an order twice and need one cancelled. I haven’t heard back from any of them - they’re completely unresponsive. They don’t even accept returns so you’d think that they’d at least be on the ball with responding to emails to amend any issues before orders are shipped.
Their passive aggressive responses to anyone simply telling the TRUTH about how awful their customer service is very telling.
Definitely wouldn’t recommend ordering from them.
December 5, 2025
Unprompted review
Reply from Acaso London
Hello Kirstie,
We’re sorry to hear about this experience and would like to clarify a few points.
We carefully reviewed our inbox and order records and were unable to locate any prior communication from this customer regarding a duplicate order. We always respond to customer inquiries as quickly as possible during business hours, especially when an order needs to be amended before shipment.
We’d also like to clarify that we do accept returns in accordance with our clearly stated return policy, and refunds or replacements are always considered when requests are made within that policy and communicated to us directly.
Regarding the comment about “passive aggressive” responses, we want to be clear that we never intend to be dismissive or confrontational. Our replies are standardized and focused on transparently explaining our policies so we can treat all customers fairly and consistently.
We genuinely encourage anyone experiencing an issue to reach out to us directly so we can help resolve it. We regret that this customer feels disappointed and remain committed to clear communication and fair customer service.
Regards,
Acaso Team
Received a faulty case
Received a faulty case. Reached out via email, on Etsy and on instagram numerous times and have had no response. I am now waiting to open up a case with Etsy for a refund because they have not resolved it.
Hoping they might see this and help me to resolve.
Updated based on the reply below: I can confirm I have been emailing the below address and first emailed on 15/11, it’s now 28/11. I reached out on instagram out of desperation when I received no reply via email or Etsy. There were maybe 5 or so attempts at contacting you using the different channels across the last 2 weeks - all pretty polite and understanding despite no replies.
I want to clarify, it’s not that the case didn’t meet my expectations, but that the pattern printed is faulty with white stretch marks that show up quite obviously on the dark pattern. I’m gutted the case arrived like this because otherwise it’s a great product but the print on this case is just not of the quality advertised. Legally in the UK I have 30 days to claim a refund, replacement or repair for faulty items - regardless of your commercial return policies.
I also want to clarify that I only left this review when I felt I had no other option. I even held off from writing my Etsy review, giving you a chance to resolve this first because of how a negative review on there might have impacted your business. From my perspective, leaving this review was the only way I could get your attention and it was my last resort.
November 28, 2025
Unprompted review
Reply from Acaso London
Hello Emily,
Thank you for your feedback, and we’re truly sorry that our product nor service didn’t meet your expectations.
Please accept our apologies for the delayed response. We were having some technical issues and some of our message were being left unseen.
Please note that the only way to reach out to us is via Etsy message or email at mail@acaso.uk. We do not offer customer service via any social media platform.
It’s really important to contact us directly with any issues and wait for a resolution before leaving a review. Once a review is submitted, we’re often limited to responding publicly rather than working with you directly to resolve the problem properly.
We also want to kindly note that reviews reflect not just the product but also the overall customer service experience. We're always happy to offer satisfactory resolutions, such as a refund or replacement, when given the opportunity to help.
Please reach out and let us know how you'd prefer to proceed—we’re here to make this right for you.
Kindest Regards,
Acaso Team
Stunning cases!
I’ve had a couple of cases now & both have been so protective (I opted for tough) and the designs are really lovely. Both times I emailed customer services to request the Matte finish & they replied promptly and sorted no problem! Thank you 🙌🏻
November 20, 2025
Unprompted review
Reply from Acaso London
Thank you so much for your feedback! We’re delighted to have you as a valued customer 💗
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