Frequently Asked Questions

Questions about your case, order, or delivery? Find the answers below. If you need a hand, email info@runabaltic.eu. We usually reply within one business day.

About Runa Baltic

What is Runa Baltic?

Runa Baltic brings expressive design to everyday essentials. Our Lithuania-inspired collection reimagines yellow, green, and red through contemporary patterns—a small connection to home that you can carry wherever you go.

Where are your products designed and produced?

Our products are designed and produced in Vilnius, Lithuania.

Choosing Your Phone Case

Which case is right for me?

Choose Snap for a slim, lightweight feel, Tough for extra protection, or Tough MagSafe for extra protection with MagSafe compatibility.

What is a Snap Case?

Our Snap Case has a thin, lightweight hard-shell design that keeps your phone feeling slim. It features a glossy finish, vibrant colours, and raised edges to help protect your screen and camera.

What is a Tough Case?

Our Tough Case features a dual-layer design for better shock absorption, with added protection around the edges and buttons. Raised borders help protect the screen and camera, while the glossy finish showcases your chosen design.

What is a Tough MagSafe Case?

Our Tough MagSafe Case offers the same dual-layer protection as the Tough Case, with compatibility with MagSafe chargers and accessories. It features a glossy finish and vibrant, lasting colours.

Do you offer MagSafe-compatible cases?

Yes. Select the Tough MagSafe Case if you want to use MagSafe chargers and accessories. Make sure you choose the MagSafe version when ordering.

How do I find my phone model?

You can usually find your exact model name in your phone’s settings:

• iPhone: Settings → General → About → Model Name.
• Android: Settings → About phone. The wording may vary by device.

Check the full model name before ordering, including details such as Pro, Plus, or Max. Similar names do not always mean the same fit.

Which phone models do you support?

Available phone models are listed on each product page. Select your exact model before adding the case to your cart.

If you cannot find your model or need help choosing, email info@runabaltic.eu.

Will a case protect my phone from every drop?

Our cases offer different levels of protection, but no case can guarantee protection against every drop or accident. Choose Tough or Tough MagSafe if extra protection is your priority.

Will the colours look exactly like the product photos?

We aim to show each design as accurately as possible. Colours may appear slightly different in person because of screen settings and lighting.

Orders & Payments

How do I place an order?

Choose your design, case type, and exact phone model, then add the item to your cart. Review your selections and delivery address before completing checkout.

Can I change my order?

Yes. Email info@runabaltic.eu as soon as possible with your order number and the changes you would like to make. We’ll check its status and help arrange the next steps.

Can I cancel my order?

Yes. Contact info@runabaltic.eu as soon as possible with your order number. If your order has already been dispatched, we’ll help you arrange a return.

What if I ordered the wrong phone model?

Email us as soon as you notice, including your order number and the correct model. We’ll check whether we can update your order.

If it has already been delivered, you can request a return under our return policy.

What if I entered the wrong delivery address?

Email info@runabaltic.eu as soon as possible with your order number and the correct address. Address changes depend on the order’s delivery status, so please contact us promptly.

How do I know my order was placed successfully?

Check your inbox for an order confirmation, including your spam or junk folder. If you cannot find it or are unsure whether your order went through, contact us before placing another order.

Which payment methods do you accept?

The payment methods available for your order are displayed at checkout.

Is VAT included in your prices?

Yes. Our displayed prices include any applicable VAT. VAT is not added separately at checkout.

Will there be any additional charges after checkout?

No. Your checkout total includes your products, applicable taxes, and shipping. There are no additional payments or delivery charges after checkout.

Shipping & Delivery

Where do you deliver?

We currently deliver to the European Union, the United Kingdom, and the United States.

How long will my order take to arrive?

These estimates include both production and delivery, starting from when you place your order.

Business days are Monday to Friday, excluding public holidays. These timeframes are estimates, and delivery may occasionally take longer.

Do I need to add production time to the delivery estimate?

No. Production time is already included in the estimates above.

How much does shipping cost?

The exact shipping fee is calculated at checkout and displayed before you complete your purchase.

How can I check my order’s delivery status?

Email info@runabaltic.eu with your order number, and we’ll help you check its status.

What should I do if my order is late?

If your order has not arrived within the estimated delivery window, contact us with your order number. We’ll look into it and help with the next steps.

What if my parcel is marked as delivered but I cannot find it?

Check the delivery location and ask anyone who may have accepted it on your behalf. If you still cannot find it, email info@runabaltic.eu with your order number so we can investigate.

Returns & Refunds

Can I return my order?

Yes. You can change your mind and request a return within 14 calendar days after receiving your order, without giving a reason.

Email info@runabaltic.eu with your order number and tell us that you would like to return your purchase. You then have a further 14 calendar days to send the item back.

Are returns free?

Yes. We cover return shipping. Contact us first so we can provide instructions and arrange your free return.

How do I start a return?

Email info@runabaltic.eu with:

• Your order number.
• The item or items you would like to return.
• A clear statement that you would like to return your purchase.

You do not need to give a reason. We’ll provide the return instructions.

Does my item need to be unopened?

No. You may inspect it as you would in a shop to check its appearance, fit, and features.

Please return the item carefully packed, with its original packaging where possible. Original packaging is recommended but is not required to exercise your statutory withdrawal right.

If handling beyond what is necessary to inspect the item reduces its value, we may make a corresponding deduction from your refund.

Can I return a case if I selected the wrong phone model?

Yes. Contact us within 14 calendar days after delivery and follow the return instructions above.

Can I exchange my item for another model or design?

Contact info@runabaltic.eu with your order number and the model or design you would prefer. We’ll explain the available options and help arrange the appropriate return and replacement steps.

Will my original shipping fee be refunded?

If you return your entire order under the 14-day withdrawal right, we will also refund the standard delivery fee you paid.

Any additional cost for an upgraded delivery service, if offered, is not refundable.

When will you process my refund?

We process refunds within 48 hours of receiving your returned item or evidence that you have sent it back, whichever comes first.

How will I receive my refund?

Your refund will be issued to your original payment method. Your bank or payment provider may take additional time to show the funds in your account.

What if my refund has not appeared?

First, check with your bank or payment provider, as processing times can vary. If you still need help, email info@runabaltic.eu with your order number.

What if my item arrives damaged, faulty, or incorrect?

Contact us at info@runabaltic.eu with your order number and a description of the problem. Clear photos of the item and packaging, where possible, will help us review the issue.

We’ll help arrange an appropriate solution at no cost to you. Your rights regarding faulty or incorrect goods are separate from the 14-day change-of-mind return period.

Does this policy affect my statutory rights?

No. Our return policy does not limit your statutory consumer rights, including your rights if an item is faulty or does not match its description.

Product Care

How should I clean my phone case?

Remove the case from your phone and gently wipe it with a soft, slightly damp cloth. Let it dry fully before putting it back on.

Avoid abrasive cleaners, harsh chemicals, and prolonged exposure to high heat.

How can I keep my case looking its best?

Clean it gently and avoid contact with sharp or abrasive objects. Everyday wear can affect any case over time, so handling it with care will help preserve its appearance.

Contact & Support

How can I contact Runa Baltic?

Email info@runabaltic.eu for help with products, orders, deliveries, or returns.

For questions about an existing order, include your order number so we can help you faster.

How quickly will you reply?

We usually respond within one business day. Messages received over weekends or public holidays may take a little longer.

What information should I include in my message?

Include your order number if you have one, along with a brief description of your question. For product issues, please add clear photos where possible.