Frequently Asked Questions

Payment Questions

When you place an order on the LifeProof website, we must contact your credit card's bank to ensure that your credit card has a valid number. This is done via a full authorisation for the amount of the purchase and is merely a security measure we use to protect your financial information. While it may seem as though you have multiple charges on your credit card, these are not charges. They are authorisations that will drop off from your statement (if your order did not go through) after few days. We only charge a credit or debit card after an order has shipped, and we only charge the card once. If any questions about these authorisations, please contact your bank. If you experience further issues, please Contact Us and we would be happy to help in any way possible.

We’re sorry you’re experiencing issues while placing an order with us. Here is a list of possible reasons as to why your order is not processing:

  • You haven't completed all the required fields.
  • The billing address that is on the order does not match the billing address where the card statement is mailed to.
  • The shipping address that is on the order does not match the shipping address that is saved on your Paypal account.
  • Unavailable funds.
  • For most credit cards, enter the three-digit number that follows your account number on the back of your card.
  • If you used an American Express card, we're sorry but we do not accept this card type. We only accept MasterCard, Visa, Revolut, Paypal.
  • Incorrect credit card number or expiration date.

If you've placed an order online, please make sure to review your order carefully. If you find any errors, please contact us immediately. Please understand that we will not be able to modify / cancel your order once it has been submitted as, due to our automated system, orders are picked and packed as soon as they are placed.

Shipping Questions

Once an order has been submitted, it is generally dispatched within 24 - 48 hours from our distribution centre in the Netherlands. Depending on the country, delivery could take up to 5 - 7 working days*, excluding weekends and bank holidays.

*Note: A Working Day is any day (other than Saturday or Sunday) on which legal business can be conducted.

Free Shipping applies to the following countries: Ireland, UK (Mainland), Germany, France, Sweden, The Netherlands, Belgium, Italy, Switzerland, Finland, Portugal, Austria, Denmark, Spain, Poland and Luxembourg.

If you are located outside of the European Union, you may be subject to additional import taxes or customs tariffs as determined by your country of residence. Such import duties do not apply to shipments within the European Union.

Return Questions

We will accept the return of any product for a refund within 14 days of the date that you received your original order, where the order was purchased directly on this website. Please return the product to us by registered mail and following the procedure outlined here. The product is your responsibility until it reaches us, therefore, please make sure it is packed up properly and can't get damaged on the way. All products will be inspected on return. We will endeavour to accept all returns, however in the event that a product is returned to us in a damaged or unsuitable condition, we may have to send it back to you. We're not responsible for any items that are returned to us by mistake.

Credits will be issued in the form of a refund to the payment method used for the original purchase. Refunds are for the product only, as shipping charges are non-refundable. Please allow up to 10 business days after receipt of your return for your credit to be issued. You will receive an e-mail confirmation of the credit once it has been issued.

Please note: For returns from please visit to submit your return. For Products purchased from a retail partner, reseller, distributor or otherwise, they must be returned to that retailer for processing with the original proof of purchase receipt.

Warranty Questions

LifeProof Ireland warrants our LifeProof products against defects in material or workmanship for a period of two years (depending on the product) from the original date of purchase of the product by a consumer (the “Warranty Period”). You can read more on our warranty here.

In a few moments, you will receive an automatic incident number to your email address. After the warranty order has been completed you will receive an email notification. If you do not receive any email, please check your spam filter. If 48 hours have passed and still no emails, please contact customer service for assistance.

If you purchased your LifeProof product directly from another online store or a retail shop, please contact the point of sale for immediate warranty replacement assistance. They will have your customer record and your order information and they will be able to assist with the warranty.

Case Questions

Due to our design and manufacturing processes as well as agreements with our partners, LifeProof is not able to release product launch dates or timelines to customers at this time. If you hear or see launch/shipping dates regarding a device we have not yet released a launch date for from somewhere other than the LifeProof website, companies outside LifeProof have likely determined those dates. If you have questions regarding these dates, please contact that company directly.

Our cases are precision-fit to the device and we can only advise to use them for the device it has been designed for. We cannot guarantee that a case for a specific device will fit in a different one as they are custom designed to accommodate the features and functions of each device. If a case is compatible with more than one device it will be stated on our website.

Our cases can generally be cleaned with mild soap and water, then air dried or dried lightly with a paper towel.

Because LifeProof cases are designed to work with electronic devices, they are not intrinsically safe. There are a wide variety of devices on the market so to determine if your device and the LifeProof case together are intrinsically safe they would need to be tested by a certified testing lab.

Distributor Take Back Scheme

Recycle your electrical and electronic devices free at your local recycling centre. To find your nearest centre, visit the Recycle More website and type in your postcode.

Unwanted electrical equipment is the UK’s fastest growing type of waste.

Many electrical items can be repaired or recycled, saving natural resources and the environment. If you do not recycle electrical equipment will end up in landfill where hazardous substances will leak out and cause soil and water contamination – harming wildlife and also human health.

We’re proud to support your local authority in providing local recycling facilities for electrical equipment.

To remind you that old electrical equipment can be recycled, it is now marked with the crossed-out wheeled bin symbol. Please do not throw any electrical equipment (including those marked with this symbol) in your bin.

The Waste Electrical or Electronic Equipment (WEEE) Directive requires countries to maximise separate collection and environmentally friendly processing of these items.

In the UK, distributors including retailers must provide a system which allows all customers buying new electrical equipment the opportunity to recycle their old items free of charge. As a responsible retailer, we have met the requirements placed on us by financially supporting the national network of WEEE recycling centres established by local authorities. This is achieved through membership of the national Distributor Take-back scheme (DTS).

To find more information on WEEE recycling and to locate your nearest recycling centre please visit the Recycle More website.

Otter Products UK Tax Strategy

Otter Products UK is a subsidiary of Otter Products EMEA, an Irish registered company. Otter Products UK provides regional sales & marketing support to Otter Products EMEA. We strive to be a responsible corporate citizen and a good employer. Our business activities generate a variety of taxes. We collect and pay corporation tax, VAT and employment taxes. Otter Products UK is committed to complying with tax laws in a responsible manner and to having open and constructive relationships with tax authorities. Our commitment is underpinned by the following principles:

We engage in efficient tax planning that supports our business and reflects commercial and economic activity. We do not engage in artificial tax arrangements. We adhere to relevant tax law and we seek to minimize the risk of uncertainty or disputes. We conduct transactions between Otter Products UK and parent company on an arm’s-length basis.

We seek to build and sustain relationships with governments and fiscal authorities that are constructive and based on mutual respect. We work collaboratively wherever possible with fiscal authorities to resolve disputes and to achieve early agreement and certainty.

We support the principle behind multilateral moves towards greater transparency that increase understanding of tax systems and build public trust.

We regularly review Otter Products UK tax compliance for complete compliance. We identify, assess and manage tax risks and account for them appropriately. We implement risk management measures including controls over compliance processes and monitor their effectiveness. As part of periodic tax filings, the effectiveness of risk management measures are assessed. If compliance clarification is required by company, we will engage with our tax advisors or fiscal authorities for clarification.

The company tax approach is managed under the parent finance team. The finance team is also responsible for ensuring that policies and procedures that support the approach are in place, maintained and used consistently across the group, and that the team has the skills and experience to implement the approach appropriately.

Our approach to tax is applicable across the Otter Products group. We review and update this annually. It was last approved on 18th December 2017.