We offer a 14-day return or exchange guarantee starting from the day your order is delivered. Items must be unworn, in perfect condition, and returned in their original packaging with all accessories and documentation.
Solid gold pieces, custom orders, made-to-order products once production begins, and earrings (for hygiene reasons) cannot be returned.
Solid gold pieces, custom orders, made-to-order products once production begins, and earrings (for hygiene reasons) cannot be returned.
Yes. You are responsible for all costs and charges associated with returning your order, including any customs fees. We strongly recommend using a tracked shipping method or obtaining proof of postage, as we cannot refund/exchange lost returns.
If you return an order where free express shipping was provided, the full shipping cost will be deducted from your refund. Proof of shipping costs is available upon request.
Once your return is delivered, please allow 5-7 business days for your return to be processed. You will receive an email confirmation once your return has been processed. Should there be no further update after 10 business days, please contact us for further assistance.
If you fail to respond to the courier (such as paying customs duties or confirming delivery details) and your package is returned to us, any courier fees (on average £108) will be deducted from your refund. If these fees are higher than your order total, no refund will be issued.
Inspect your order as soon as it arrives. If it is defective, damaged, or incorrect, email us immediately at info@icedlondon.com with:
- Your order number
- The item affected
- A description of the issue
- Clear photographs
Faults or incorrect items must be reported within 14 days of delivery to remain eligible for a return or replacement. Claims made after this window may not be accepted.
Our team will review and resolve the issue as quickly as possible.
- Your order number
- The item affected
- A description of the issue
- Clear photographs
Faults or incorrect items must be reported within 14 days of delivery to remain eligible for a return or replacement. Claims made after this window may not be accepted.
Our team will review and resolve the issue as quickly as possible.
Submit a return request here:
https://shopify.com/20350603/account
Once approved, you’ll receive return instructions.
https://shopify.com/20350603/account
Once approved, you’ll receive return instructions.
Yes. We offer a lifetime guarantee covering repairs for functional damage caused by manufacturing defects. This does not cover wear and tear, improper handling, or modifications.
No. ICED LONDON is a direct-to-consumer brand. Items purchased through third-party resellers, traders, or intermediaries are not eligible for returns, refunds, or warranty coverage. Our guarantees apply only to the original purchaser.