Shipping policy

 

Deliveries

INTERNATIONAL TARIFF DISCLAIMER

Notice for international orders: Tariffs, duties, and import taxes may apply to international orders and will be the responsibility of the purchaser once they receive their product.

If an item is returned due to rejection of payment to this tariff/duty/import tax or invalid address and Iced London is billed for the return shipping cost, Iced London will be deducting this cost from the total refund amount.
In the event a package is returned due to an invalid address and the customer would still like the package to be sent back to the correct address, the customer is responsible for covering the shipping costs. If Iced London was billed by the shipping company for the return shipping cost, the customer is liable to cover this cost otherwise Iced London will be unable to ship the items back nor issue a refund.

I ENTERED THE WRONG ADDRESS IN MY SHIPPING DETAILS, CAN I CHANGE IT?

If you have accidentally entered the wrong shipping address, please contact us immediately to change your details. If you item has already been shipped we CANNOT change or re-route your product and you will NOT be eligible for a refund. It is the responsibility of the customer to ensure all details are correct before purchase. We take no responsibility for orders placed to the wrong address.

 

MY ORDER HAS BEEN DELIVERED BUT I HAVE NOT RECEIVED ANYTHING, WHY?

 

Iced London is not liable for missing or lost packages once the tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. In the event you never receive your order, but the tracking number shows that it's been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us.

Returns/Exchanges

CAN I RETURN MY ITEM(S)?

We offer a 14 day returns policy. Please contact us within 14 days of receiving your item with your order number and a brief explanation of why you are returning the goods.

We do not refund shipping fees for returns. The customer is responsible for covering the shipping costs involved in returning the items back to us. 

Please note we cannot refund or exchange earrings because of hygiene reasons. This policy is there for the protection and health of the customers. Please read our product description carefully before purchasing. Custom-made items are also not refundable. However, we are able to refund such items if it is faulty.

CAN I EXCHANGE MY ITEM(S)?

We offer a 14-day exchange policy, please contact us within 14 days with your order number, which colour/size you want to exchange for.

We will then give you an appropriate shipping address. We do not refund shipping fees for exchanges. The customer is responsible for covering the shipping costs involved in returning the items back to us. The customer is also responsible for paying for us shipping the new exchanged item(s) to to them.

POSTING YOUR RETURN OR EXCHANGE

Please keep your proof of postage in case your parcel gets lost in transit. We recommend you choose a tracked service.

If you are an international customer, please mark the parcel as 'returned goods' with a value of $0 or $1 otherwise we are unable to accept the parcel. 

Please include your order number and email address when returning your items.

Parcels will be processed 1-5 working days of receiving the return/exchange. Please email us at info@icedlondon.com if you have not received a notification after the processing time with proof of postage to ensure a swift exchange or refund.

HOW DO I CONTACT ICED LONDON?

Please email us at info@icedlondon.com.

A customer service representative will respond to you within 24 hours.