Returns

We offer a 14 day exchange or refund guarantee. This 14 day window begins once the order has been delivered to the customer.

Please note we are not responsible for paying any customs charges (import duty or tax) on any returns. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot refund/exchange lost returns.

Orders sent back to the warehouse after the 14 day exchange or refund window has passed will be returned to the customer. The customer is responsible for covering the shipping cost. 

We cannot accept cancellations or returns on the following items:

  • All custom pendants
  • All earrings
  • All solid gold items

Customs Fees

We are not responsible any import or custom fees associated with your order, please check with your country's regulations to see if there will be any additional costs. This includes any import fees for orders sent with Free Express shipping. 

 

    Faulty items

    In the event you have received a faulty item, please contact info@icedlondon.com within 14 days of the item(s) arriving. Please include the following information:

    • Your order number
    • Which item is damaged
    • A description of the problem
    • Photographic evidence