Michael Louis Avis 

Réponse de Michael Louis

30 juil. 2020

Hello, Thank you for your message. We are glad to provide further information and assistance regarding your inquiry. At the time of your order, this particular item was available on backorder which was detailed in the product description and communicated via email. We apologize if the processing time was longer than anticipated.  Based on our records, your recent order for the Black Pebbled Leather Galaxy S20 Ultra Case is currently in transit and is expected for delivery tomorrow to the address provided. An automated shipping notification was sent to the email on file with the tracking link. If you have any trouble locating that message, we would recommend to check your spam/promotions/marketing folders in case the message was delivered there. As well, our team will follow up over email to ensure you have the relevant information. Please do not hesitate to reach out to us directly at info@michaellouis.com with any questions or concerns. Best Regards, Linda

Réponse de Michael Louis

5 mars 2021

Hello, Thank you for your message. We are glad to provide further information and assistance regarding your inquiry. In general, product processing time is typically 1-3 business days for items in stock, however pre-order / back-order, or made-to-order items may require additional processing time. We are glad to look into this particular case in more detail. After checking internally we were unable to locate an order with the name provided. Can you kindly let us know your order number? We can then look into this accordingly. You may also reach our support team directly at info@michaellouis.com for further assistance. We look forward to hearing from you and the opportunity to assist.
- Linda at Michael Louis

Réponse de Michael Louis

23 avr. 2019

Hello Karolina,

Thank you for your message. We greatly appreciate your feedback and are glad to further assist you with your inquiry.

The product style purchased in your order - Black Lizard iPhone XR Case - was handcrafted with genuine Italian leather inset into our custom case mold. The material information for this product is provided in the product’s description, indicating "iPhone XR Case inlaid with lizard embossed Italian leather and blind debossed brand logo. Custom-made matte black protective case crafted in a shock-absorbing material featuring a textured grip, raised edge, and slim design.” In addition, photos of the product are provided on the product page which show the case design. The exact construction as you mentioned, of a rubber phone case with leather backing, is precisely as the product is described and pictured on our website.

The iPhone XR Case style is made specifically to fit that model phone. If you have any concern regarding the fit of the case itself, we kindly ask that you provide photos of the item to our online support team via the email address - info@michaellouis.com.

All customized items are hand-stamped by our artisans using brass dies and hot stamping foil. Due to the nature of this process including the organic texture of the leather, no two hot-stamped items will be the same. Our artisans apply multiple layers of foil to ensure that the desired customization is properly adhered to the leather, as well as a leather sealant to ensure the foil is long-lasting. In order to maintain the best appearance, we recommend to avoid exposure to extreme temperatures, moisture, oil based conditions, and abrasive surfaces. If at any time during use of the product, the customization of your Initials and/or logo becomes faded, chipped, or may appear sloppy, (which is entirely natural after use), we offer complimentary re-stamping for convenience throughout the lifetime of your product.

We were not able to locate a previous message with your name or email address regarding any concern you may have had with the item. Our customer service team always aims to respond to messages within 24 to 48 hours.

Reviews that are submitted through our e-commerce system from automated order review requests appear with a Verified Customer badge on our website. This ensures that information presented is from legitimate customers and feedback. Reviews which are submitted through external parties/platforms such as Trust Pilot are not managed internally by Michael Louis Inc.

Our general policy is that sales are final due to the made to order nature of our products. Once an order is placed, the leather is then cut, assembled, and finished for that customer exclusively. Personalized products that include customization such as Initials and/or emojis are not able to be returned or exchanged. This policy is detailed on our website FAQ as well as is provided during the Checkout process for customer convenience. We respect all customer feedback and are able to offer an exchange for any item which is not customized. Further, if there is any manufacturing issue with the product within ninety days from the date received, our customer support team would be glad to issue a replacement.

If you have any further concerns regarding your order or product received, our online support team remains available to readily assist you and can answer any questions you may have.

Thank you,
Linda