Customer service

About Subcostume

Subcostume is owned and operated by the Norwegian company Imageware AS. Since 2000, Subcostume has customised mobile phone,USB modem and USB stick covers for all major global mobile device manufacturers and operators.

To be able to deliver millions of mobile device covers every year, fulfilling the most exacting standards, we have worked with our customers and partners to develop high-quality production techniques.

In 2004 we launched our first web shop, and for the first time it was possible for a consumer to design and personalise their own mobile device. After some years experience, we have now launched our brand new web shop with extended and improved functionality, and lots of new products and designs. To our corporate customers our affiliate program has been a great success, with several local or international partner sites.

Use our web shop to personalise your mobile phone, USB modem, USB stick, iPod, laptop or other device exactly the way you want. If you are really proud of what you create, let your friends know. They can order covers with your design, too.

If you are interested in ordering more than 50 covers, please contact us using the contact form, and we will reply ASAP.


About our products

What is a mobile device cover?

Customizing the cover on your device won't just make it look brand new and fit your personality - it will also protect it better. Our covers and protecting cases are plastic or aluminum housings around your device. Sometimes the cover includes the display, but usually it’s without. The covers are authentic and original, and are usually supplied us by or approved by the mobile device manufacturers (eg. Huawei or Sony Ericsson). When you receive your cover, simply remove the old one and replace it with your new piece of art to have a device that suits your image.

Will changing the cover affect the guarantee?

As the covers are supplied by us or approved by the device manufacturers as part of agreements with them to provide the market with customised covers, your guarantee remains intact with your new cover.

What is the difference from stickers?

A sticker is a thin plastic foil with glue that you stick to the surface of your device. A cover is an actual part of the device that you can remove and replace.

Which devices do you support?

Because we produce customised covers and not stickers, we only support devices with exchangeable covers or devices where protecting cases fit properly. We expect more devices from further manufacturers soon, and are ready to include new devices, including game consoles and laptops.


How to order

I am looking for a new device and want to find the perfect design first - what do I do?

Just browse through our devices to find the one you like the most. Most designs fit all devices, although there are some exceptions, and you can place your own design on all devices.

I have a device and want to personalise it - what do I do?

Firstly, check if we support your device by clicking 'Products'. Here you find all the devices we currently support. If you don’t find what you're looking for, please try again soon, as we add new devices and brands all the time.

After choosing your device, you have two options when it comes to design. You can pick one of our designs, or you can create your own design by using our Design Studio.

Picking one of our designs is easy; you just choose the device you have or want to buy and then check out the listed designs to the right. Please note that there are several design categories to choose from in the drop-down menu above the designs shown in the list. You’re now ready to check out.

How do I create my own design?

Click on 'Design your own' in the header, and you will see our Design Studio. The Design Studio is simple to use, and allows you to add background colours, background patterns, your own images and/or text. See 'How to use the Design Studio' below for more information.


How to use the design studio

How do I add background?

First – choose the front or back of the device in the lower left corner of the white frame where you see a preview of your selected device.

Then click the 'Background' tab to the left. You’ll now see a colour palette and a pattern palette. By clicking a colour, you’ll see the preview of your device change accordingly. If you don't like the colour, just select another until you find a colour you like.

If you don’t want just a solid colour, you can add texture by choosing patterns from the pattern palette. Click on a texture that you like, and the preview will change. You may change the colour again if you think another colour will look better with the texture you found. If you don’t find a texture you like, you can remove it by clicking 'Clear pattern', and you’ll see the solid colour only.

If you want to clear both the colour and the texture, click the button 'Start Over' to the left of the texture palette. Please note that you only clear one side of the device, and that you have to do this for the other side too, if you want to start both sides again.

If you want colour and texture on the other side of the device, you have to do this again after you have changed the first side by clicking one of the buttons in the lower left corner of the preview frame.

How do I add images to my cover?

First – choose front or back of the device in the lower left corner of the white frame where you see a preview of your device.

Click the 'Images' tab to the left. Click 'Browse' button to browse to and select the image you want to add to your device, and click 'OK'. You’ll now see that the image has been added to the preview of your device.

You’ll see that there is a red frame around your image. This is to make it easy for you to see which image/layer you’re working with, if you’re working with more than one.

When clicking on an image in the preview frame, you can move it and place it wherever you want on the cover. You’ll also see that you can move it so that just a part of your image shows on the cover.

If you want to move an image in front of or behind another object (text, symbol etc.), first click on the image and then click on one of the icons under 'Layers' in the upper right corner of the preview frame.

By clicking on the image, four buttons will appear to the left of the preview frame. You can use them to make your image larger or smaller, and to rotate the image left or right. Please note: if an image looks too small, it’s low resolution. Enlarging the image too much may end up with a blurry image on your device cover. Making the image smaller will not affect the quality on the finished cover.

You can add several images to each side of the device by repeating the steps above.

If you want images on the other side of the device, you have to do this again after you have changed side by clicking one of the buttons in the lower left corner of the preview frame.

If you want to remove an image you’ve added to your device, click and hold it, and drag and drop it into the basket to the lower right.

If you want to remove several images, background, text and/or symbols, please click 'Start Over' to the left, repeat if necessary for the other side.

What image formats do you accept?

The Design Studio accepts JPG, JPEG, GIF and PNG files.

Are there any size limitations?

Theoretically there are no size limits, but the system works best if the size does not exceed 1,5 Mb. You will notice that larger files will take a long time to upload and to be processed, especially following an e-mail campaign when lots of people design products at the same time.

High-resolution or low-resolution?

Images on the web are usually low-resolution, and are too small to give you a high-quality print on your cover. The same is true of images taken with a mobile device and sent as MMS. Images taken with your device will usually be of high enough resolution, but they will be compressed when sent as MMS. Please note that many mobile phones take poor quality images, and this will affect the final image on your cover.

Can I add text to my device cover?

Of course – just choose front or back of the device, click the 'Text' tab to the left and enter the text you want to have. Click 'Add text' and you’ll see a preview of the text. Now you can choose font and colour. Both can be changed until you find the perfect style.

If you click on the text in the preview frame, you’ll see that a red frame appears around it. You can then click '+' or '-' to make the text larger or smaller, or you can rotate it right and left by clicking the round arrows.

When you select an image in the preview frame, you can move it and place it wherever you want on the cover. You’ll also see that you can move it so that just a part of your image shows on the cover.

If you want to move an image in front of or behind another object (text, symbol etc.), first click on the image and then click on one of the icons under 'Layers' in the upper right corner of the preview frame.

If you want to remove text you’ve added to your device, please click and hold it, and drag and drop it into the basket to the lower right.

If you want to remove several images, background, text and/or symbols, please click 'Start Over' to the left, and repeat this if necessary for the other side.

Are there icons or symbols I can use in my design?

Yes, there are. Choose the side of the device that you want to add a symbol or symbols to, and click the 'Symbols' tab to the left. You’ll see 12 symbols in the Symbols palette, but you’ll find more if you click 'More' under the palette to the right.

To add a symbol, select one. You’ll see that a red frame appears in the middle of the device. If the device display is in the middle, you won't see the symbol, just the frame.

Click and drag the symbol to place it where you want it.

When you have clicked on the symbol, you’ll see that you can make the symbol larger or smaller, and that you can rotate it. Although we don't recommend you enlarge images too much, you can enlarge symbols as much as you want.

You may add as many symbols as you want, and on both sides of the device.

You can of course combine symbols with text, image and/or a background. Please note that you can decide if a symbol or another object is on the top or bottom of your design.

If you want to remove symbols that you have added to your device, please click and hold it, and then drag and drop it into the basket to the lower right.

If you want to remove several images, background, text and/or symbols, please click 'Start Over' to the left, and repeat this for the other side as well.

What do I do when I have finished creating my design?

Click “Finished – Add to Cart”

You’ll now see a preview of both sides of your device. Please confirm that this is how you want your device to look. If you want to make changes, please click the 'Back' button to the lower left. Please note that clicking the Back button in your browser may erase your design.

Click if you accept the design and if you want the design to be published to our official Custom Design Gallery. All designs visible in this gallery will be available for other people to use on their device.

Now – if you’re really proud of your design, you can even tip a friend and send a link to your design by using 'Share your piece of art with a friend'

Click 'Confirm – add to cart'

Can I continue shopping after I’ve added a design to the cart?

Yes, you can either click 'Continue Shopping' after you’ve confirmed your design, or choose design or gadget the way you want. When you want to check out and pay for your items, just click 'Your Cart' in the upper right corner of the window.


Pricing and discounts/vouchers

What is included in the price?

The price shown includes the cost of your customised cover and shipping costs. On the "More designs" page, the price displayed under each item does not include shipping costs. The purchase of multiple items does not affect the shipping cost: if you buy more items, the shipping cost will remain the same. You will not be charged for local taxes, customs duties, VAT, etc.

Vouchers and coupons

Sometimes we arrange e-mail campaigns with voucher numbers included, and some of our partners sell devices with vouchers included in the box.

If you have got a voucher or coupon, please check out, register and enter the voucher or coupon code to see the total discount. After registering the code, you’ll also see the discount on each product or design.


Payment

How do I pay for the items I purchase?

After you’ve added your items to your cart, you can click the 'Your Cart' button to the right of the grey line in the middle of the web page to see what you’ve added to your shopping cart. You can delete items or increase or decrease the quantity of each item. Please note: After you’ve changed the quantity, you must click the button with two arrows next to the price to update the line.

When you’re sure you want to buy the contents of your cart, click the 'Continue to Check Out' button. Then log in if you've already registered at Subcostume, or if you're not yet a registered user, please register now.

When you have registered, or logged in, you’ll see the total price for your shopping cart. Click 'Continue to Check Out' again, and then choose how to pay. From most countries, we recommend using PayPal, by clicking the 'PayPal' button, but if you're in China, please use Alipay instead. For further details on PayPal and Alipay, please see below.

Paying for your goods

When you click the 'PayPal' button you will be transferred to the secure payment system from PayPal. Here you have two options:
- Charge your credit card
- Charge your PayPal or Alipay account
Both options are secure, but using a PayPal or Alipay account is easier if you already have an account with those services. Follow the on-screen instructions to complete your purchase using either of these two payment services.

When your purchase is complete, PayPal or Alipay will send you a receipt, and Subcostume will send you an email confirming your order, together with delivery information.

When our courier has picked up your goods at our warehouse, Subcostume will send you another email with more delivery details, including your own personal tracking number.

Who are PayPal and Alipay, and can I trust them?

PayPal is a safer, easier way to pay online. The service allows you to choose how you want to pay, including credit card, direct bank transfer, buyer credit or account balances, without putting your financial details at risk.

PayPal is a global leader in online payment, with more than 164 million accounts worldwide. Available in 190 markets and 17 currencies, PayPal enables global ecommerce by making payments possible across different locations, currencies, and languages.

Alipay.com Co. Ltd (Alipay) is China’s leading online payment service by both number of users and total transaction volume. A member of the Alibaba Group, Alipay enables individuals and businesses to securely, easily and quickly send and receive payments online. Alipay works like an escrow service, solving the issue of settlement risk in China.

Since its launch in 2004, Alipay has become the most popular and extensively used online payment tool for all areas of ecommerce in China, and is fast becoming the industry standard. In February 2009, Alipay had more than 150 million users and a daily transaction volume in excess of RMB700 million, through more than 4,000,000 daily transactions.


Shipping and delivery

When will I receive my goods?

Your order will be produced and shipped in 4-5 business days. Once your order ships, it can take between 14 and 21 days to arrive, depending on the destination.

We will send you an email with a tracking number as soon as your order is on its way to you. You can use the tracking number to follow your item’s journey from us to your house.

To see your order status, log in using your email address and password, click 'My account' in the top right-hand corner, then 'My orders' in the main part of the page, and then the 'i' symbol next to your order in the list.

Are there any delivery options?

To provide most of our customers with cost-efficient shipping, we only offer one shipping method.

Charges on deliveries

Unfortunately we have no control over local charges including taxes, duties and VAT, and we cannot predict what they will be. Please contact your local customs office for further information on customs duties.

Where do we ship from?

Imageware AS is a Norwegian company located in Norway, Europe, but our warehouse and production unit is in Shenzhen, China. Your goods will therefore be dispatched to you from China and Hong Kong.