Refund policy

Returns

Our return options depend on the type of piece you ordered. Contact info@icedlondon.com or request a return through your customer account before sending jewellery back. This policy does not limit your statutory rights, including rights relating to faulty, misdescribed or incorrectly supplied goods.

Made-to-order pieces

Made-to-order pieces can be returned within 14 days of delivery for store credit towards a new piece. They must be in new and unworn condition. Please return the original packaging and any accompanying accessories, labels and documents. Contact our team within the 14-day window to arrange your return.

This store-credit option is in addition to any statutory cancellation or refund rights that apply to your order. Making a standard product after it is ordered does not, by itself, remove those rights.

Other purchases and statutory cancellations

We offer a 14-day exchange or refund option for eligible other purchases. For online purchases covered by statutory cancellation rights, tell us within 14 days of delivery that you wish to cancel. You then have a further 14 days to return the item. Personalised or genuinely custom-made goods may be excluded from change-of-mind cancellation rights; rights concerning faults or misdescription still apply.

For our voluntary exchange and return options, items must be unworn and in original condition with their packaging and accessories. Statutory rights to inspect an item are not affected. Where an item was supplied with a hygiene seal, change-of-mind returns of earrings may be excluded after that seal is broken, where permitted by law.

Return shipping

For voluntary returns, you are responsible for return shipping and any return import charges unless we agree otherwise. Use a tracked service and keep proof of postage. Contact us for instructions if the piece is faulty, damaged or incorrect. Any statutory entitlement to reimbursement of delivery or return costs is unaffected.

If a shipment cannot be delivered or is returned by the carrier, contact our team. We will explain any applicable carrier charges; deductions will only be made where permitted by law. We cover outbound duties and taxes on orders shipped to the United States and Europe.

A fault, damage or an incorrect item

Email info@icedlondon.com with your order number, the item concerned, a description of the problem and clear photographs. Please inspect your piece on arrival and report any issue as soon as you discover it. A manufacturing fault discovered later is not excluded simply because it was not visible on delivery.

Lifetime guarantee

Our lifetime guarantee covers verified manufacturing faults, including those discovered after delivery. Eligible pieces are repaired or replaced free of charge. Normal wear, improper handling, accidental damage and modifications are not manufacturing faults. Contact our team for an assessment before sending jewellery back.

The voluntary guarantee and return options apply to the original purchaser. We do not authorise third-party resale; contact us with the original order details if you need help with a gifted or transferred piece. These conditions do not limit any statutory rights.

Requesting a return

1. Sign in to your customer account and select the relevant order, or email our team.
2. Choose the item, give the reason and submit your return request.
3. Wait for approval and return instructions before posting your piece.

Once we receive and inspect the return, we will confirm the applicable store credit, exchange or refund.

Refunds

Approved refunds are returned to the original payment method within 10 business days, or any shorter deadline required by law. For a valid statutory cancellation, the refund includes the standard outbound delivery charge and is made within the applicable statutory period. Your bank or card provider may need additional time to display the refund. If more than 15 business days have passed since approval, contact info@icedlondon.com.