Refusionspolitik

Returns

We offer a 14 day exchange or refund guarantee. This 14 day window begins once the order has been delivered to the customer.

All items must be in perfect condition, unworn, in original packaging with any related accessories, instructions booklets, labels, protective covers, leaflets or boxes.

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. 

Shipping Costs

Shipping costs are non-refundable. For orders where we offer free shipping on higher value purchases, the full shipping cost will be deducted from the total order amount in the event of a return. Proof of the shipping cost can be provided upon request.

If you fail to respond to the shipping courier to arrange delivery (such as paying customs duties or confirming delivery details), and the package is returned to us, any fees incurred from the courier (on average £108) will be deducted from the refund. If the fees exceed the total amount of the order (e.g., a £70 order with £108 in return fees), no refund will be issued to the customer and the package will be destroyed by the courier.

Faulty items

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Please include the following information:

• Your order number
• Which item is damaged
• A description of the problem
• Photographic evidence

Exceptions / non-returnable items

Certain types of items cannot be returned, like solid gold items, custom products (such as special orders or personalised items), made-to-order products and earrings due to hygiene reasons. Please get in touch if you have questions or concerns about your specific item. 

Due to the handcrafted nature of our jewellery, all made-to-order sales are final once production begins. However, in the unlikely event you’re unhappy when you receive it, we do allow returns within 14 days as long as the piece is unworn and in original condition.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

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. 

Third-Party Resale Disclaimer

ICED LONDON LTD is a direct-to-consumer (B2C) brand. We do not authorise or support third-party resellers, traders, or intermediaries purchasing our products for resale. Any item purchased and subsequently resold, transferred, or handled by a third party voids all eligibility for returns, refunds, or warranty coverage.

Our guarantees and policies apply only to the original purchaser and require that:

• The item remains in the possession of the original buyer

• It is reported with any issues directly by the original buyer

• It has not been modified, worn, or repackaged for resale

We reserve the right to reject any return or service request that appears to fall outside this policy.

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.

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@icedlondon.com.

Lifetime Guarantee

Our lifetime guarantee covers repairs for functional damage that arises due to a manufacturing defect. To qualify, the issue must:

• Be reported immediately upon receipt of the item

• Be verified as a fault in craftsmanship, not the result of wear, improper handling, or modification