Orders received on weekdays before 11am GMT will be shipped the same day. Orders placed after this time will be sent the next day. Orders placed over the weekend will be shipped out Monday.
- Please note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines.
- All orders are shipped with tracked delivery.
- The estimated shipping time begins from the day your order is despatched.
- Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on firstname.lastname@example.org if you have any questions.
Custom orders will take up to 6 weeks to make if you paid for priority production, or up to 8 weeks to make if you did not pay for priority production. This production time is in place as these products are made to order and are subject to specific testing and quality control. Please note, even if next day delivery is selected for custom products as the shipment method, the 6 week/8 week delivery still applies.
Vermeil & Solid Gold Orders
Vermeil and solid gold options are made to order and can take up to 5 weeks for delivery.
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 vermeil items
- All solid gold items
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.
Late or lost orders
When placing your order please make sure that you specify the correct delivery address as Iced London will take no responsibility for missing parcels that have been sent to the wrong address or if requested to leave with neighbour or an outbuilding.
Any order discrepancies relating to missing and/or lost items must be reported to us in writing via email at email@example.com. We cannot refund or replace lost items until 20 working days after the date or despatch (25 working days for international items).
Items not received but tracking shows they have been delivered
This may happen when items are sent to places of work. In some cases, your item might have been delivered to a post room or colleague within your company and someone else will have signed for it.
Please note we do not refund or replace items that are tracked as being delivered. For this reason, we always recommend that you get items delivered to a secure address.
Why was my order cancelled?
If your order was unexpectedly cancelled, chances are that our fraud filter marked your order as fraudulent. If you are sure that this is not the case, please ensure the billing address matches the payment method you are using, and checkout again. Alternatively, please order again with a Paypal account. If you do not have one, you can easily sign up at www.Paypapl.com.
In the event you have received a faulty item, please contact firstname.lastname@example.org 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