What is the return/exchange policy?

Iced London accepts returns/exchanges within 14 days of the date your item was delivered. If you have additional questions please contact customer support via email info@icedlondon.com

All non-custom items can be cancelled if it has not yet shipped. It can also be exchanged or refunded within 14 days of delivery.

Custom pendants CANNOT be cancelled once they have entered the production line. They also CANNOT be refunded or exchanged as it is a custom item made specifically to each client's requirements, therefore it cannot be taken back and resold.

Earrings are non-refundable for hygiene reasons. 

Iced London will however offer a refund/exchange for such items only in the event that we have erred. For example: you received a damaged or incorrect item. 

To be eligible for a refund, the product must be in new, unused condition (as it arrived) in its original packaging. The buyer is also responsible for covering the postage cost of shipping the items back to us.

For exchanges, the buyer is also responsible for covering the shipping cost of us shipping the new items to you. Once we receive your exchange, you will be sent an invoice to pay the shipping cost. Once paid, we can ship the new items to you. 

If you do choose to take a refund, the refund can take up to 10 days to process and show up in your account. 

To cancel your order, please email info@icedlondon.com your order number, and cancellation request. To refund/exchange your order, please follow the instructions below:

 

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

Please include your order number and email inside the package so we can locate your order. 

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

Parcels will be processed 1-5 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. 

 

Our returns address is:

Iced London Ltd,

25-37 Cowleaze Road,

Parc House Studios, Unit 4A,

London, United Kingdom

KT2 6DZ

 

*Shipping paid on returned items is non-refundable.*

* Iced London will reimburse or pay for return shipping only in the event that we have erred. For example: if Iced London were to send you the incorrect piece of jewellery.*

 

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