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?
Regular photo upload and AI tools have different processing paths. AI features can involve external providers and processing outside the EEA. Before uploading, review the applicable photo processing terms.
Do you store my photos?
Our temporary image storage deletes uploaded photos automatically 72 hours after upload; the deletion run takes place once a day. Beyond that, storage and deletion depend on the service and type of data involved, for example with AI features. An expired image link does not prove that every copy has been deleted. Our photo processing terms explain the applicable periods and exceptions.
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?
Check your exact device in the current iPhone or Samsung Galaxy selector. Model-specific links carry your selection into the customizer. A similarly named phone is not a substitute.
Is AI generation free?
The counters in each tool show your available free generations. Portrait Engine, Prompt Engine and Outfit Match have separate allowances. Additional AI access is optional: check the current PIXELBACK offer and conditions. A physical phone case is a separate order.