Support
Frequently Asked Questions
When will my order ship?
Orders placed before 14:00 CET on business days are usually dispatched the same day. All shipments are tracked via DHL. See our full Shipping & Payment page for rates and delivery times.
Do you ship internationally?
Yes! We ship to Germany and across the EU — including Austria, Belgium, Czech Republic, Denmark, France, Luxembourg, Netherlands, Poland, and Switzerland. Free shipping in Germany & the EU on orders over €45. Full details on our Shipping & Payment page.
How can I track my order?
All shipments include DHL tracking. Once your order is dispatched, you’ll receive a confirmation email with your tracking number.
How are my photos processed?
Your privacy is our priority. All photos are processed on secure servers located within the EU, designed to align with strict GDPR regulations.
Do you store my photos?
No, we do not keep your photos. For your security, standard photos are automatically and permanently deleted from our servers within 72 hours (AI processed photos within max 30 days via API).
What payment methods do you accept?
We accept Visa, Mastercard, American Express, PayPal, Apple Pay, Google Pay, Shop Pay, and Klarna. All transactions are encrypted via Shopify Payments. See our Shipping & Payment page for details.
Can I return or exchange an item?
Yes — we offer 30-day no-questions-asked returns on all orders, including custom-made cases. Use our self-service portal or email hello@robopixel.eu with your order number. If your item arrived damaged, defective, or wrong, we cover all costs — contact us within 14 days with a photo.
How do I contact customer support?
We're here to help! You can reach us anytime at hello@robopixel.eu or use the contact form below.
What phones are supported?
All major Apple iPhones and Samsung Galaxy Devices.
Is AI generation free?
Portrait Engine is free to try, any day — no code and no card. You get 2 free portraits per device each week, plus 6 Prompt Engine generations. Want more? PIXELBACK unlocks 5 more portraits and 10 prompt generations for €2.95, and that €2.95 comes off your phone case at checkout.