Refund policy

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

 

Submit a return request

Click here to request a return.

1. Log in to your account: 
    1. In the Email field, enter your email address, and then click Continue.
    2. In your email account, open the email sent from our store and copy the six-digit verification code included in the email.
    3. Go back to the online store, and then enter a six-digit verification code.
2. Click the order that you want to submit the return for.
3. If your order has more than one item, then select the items that you want to return.
4. Select a return reason and add a note for the store.
5. Click Request return. 

If your return request is approved and requires shipping, then you receive an email with shipping instructions and a return shipping label. After the product is returned, you receive a refund.

 

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