Can I still purchase from your website?
Yes! We're currently still able to accept orders and ship internationally. We recommend ordering to an address that you know you'll be able to access, such as your home, as opposed to business addresses that may have restricted access.
Are you shipping as normal?
We're trying our best! Unexpected minor delays are happening internationally. We will be sure to communicate any significant delays with you using the email address that you enter at checkout.
Can I change my delivery address?
We understand that you may now need to amend your delivery addresses, and some couriers have a self-service option that allows you to do this. If this option is available to you, it'll be included in the tracking information sent to you when your order's left the warehouse. Unfortunately, the ICECI Support Team aren't able to amend the delivery address of your order once it's been placed.
What are ICECI doing to ensure the safety and well-being of staff within our business and supply chain?
The ICECI team will always be a priority, and we're doing all we can to protect the safety and wellbeing of our team across the world, while continuing to provide the best ICECI experience possible, as safely as we can. Our office and fulfilment centre have made operational changes, too - including more regular cleaning, entry/exit control and restrictions in common areas.
We can't always give a heads up about product restocks as it's always subject to change. To be the first to find out restock dates, sign up for a notification on the product page and keep a close eye on our social media.
How can I contact you?
Hopefully, you will find the answer you need inside of this help centre. But if you need a little help or just want to say hello, contact us via email firstname.lastname@example.org or Facebook Messenger.
Please get in touch through only one method of contact as contacting through multiple channels for the same query may delay response times for you and other customers.
What information do I need to provide you?
Be sure to include as much information as possible eg/ order number (#12345), pictures, etc. This will allow us to answer any questions you have as quickly as possible
We're unable to make any changes to your order once you've hit the 'Order now' button, this includes the following:
- Changing the item or size
- Delivery/billing address
- Adding items to your order
- Shipping method
*If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing. We are not liable to replace or refund this order.
In the unlikely event you have received the wrong item, please Contact Us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
- Your order number
- The name of the item you did not receive
- The name of the item you received in it's place
- A clear photograph of the item you have received, including logo
Once we've received the above info, our Customer Support team will get this sorted for you ASAP!
All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date.
How long is delivery?
It varies from country to country, check here: Shipping & Delivery
When will I get my tracking code?
For regular pieces, within 24 hours of ordering. For custom pieces, within 5-7 working days.
I didn't receive my package but tracking says it was delivered?
ICECI is not liable for missing or lost packages once tracking shows delivered. Please use the tracking number we provide to follow your order until it is delivered. Should you never receive your order, but the tracking number shows that it's been delivered, please check with your mailman, neighbours or building manager/mail room, before contacting us. If you are still unable to locate the package, please reach out to us and we will file a claim. Based on the outcome of the claim, we may or may not be able to replace your order.
All UK and Worldwide orders (excluding USA) will be shipped from our UK fulfilment centre, in the South of England. Orders placed before 4pm (UK time) will be shipped the same day. Orders placed after 4pm will be shipped the following day.
All USA orders will be shipped from our USA fulfilment centre in Ohio. Orders placed before 4pm (EST time) will be shipped the same day. Orders placed after 4pm will be shipped the following day.
All custom products take 4-5 weeks to arrive, as they are made to order. So please select the cheapest shipping option at checkout.
For all shipping information, including country-specific delivery time and couriers used - click here
This may happen for two reasons.
1) The courier used is having unexpected delays.
2) We have two fulfilment centres (UK and USA) and display combined stock levels on our site. All UK/Worldwide orders are shipped from the UK and all USA orders are shipped from the USA.
On rare occasions, customers order a product which IS NOT in stock at the more desirable centre, but it IS IN stock at the other. For example: a UK customer orders, but the product is only available at the USA centre, so we ship from the USA warehouse. This means the customer will not receive the Royal Mail shipping service they chose, they will receive a USPS International service.
In these circumstances, we will refund the customer the shipping they paid or the equivalent, if they didn't.
We believe this is a better solution than displaying items as OUT OF STOCK, when they are actually IN STOCK at the other centre. But, this means the customer will get a slower shipping service than they chose.
We try our best to keep these occasions to a minimum. However, they can happen. And if this has happened to your order, don't worry! You will be updated and refunded for shipping cost.
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.
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.
Also, please check with your mailman, neighbours, or building manager/mailroom. In these cases, you can request proof of delivery certificate from the shipping courier by filling in a signature request form. We'll also be contacting the courier to find out what happened.
The recipient is responsible for assuring the product can be imported to the destination country. The recipient is the importer of record and must comply with all laws and regulations of the destination country. The recipient of an international shipment may be subject to import taxes, custom duties and fees, which are imposed once a shipment reaches the recipient's country.
RETURNS & REFUNDS
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
ICECI accepts returns/exchanges within 14 days of the date your item was delivered. If you would like to return/exchange any item(s), an authorization form is required. To obtain an Authorization Form, please contact customer support via email email@example.com.
- Sale/Discounted items are not refundable or exchangeable. (includes discount codes)
- Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable.
- Special order items such as those with custom sizes and colors are not refundable.
- Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.
- Items that were worn, or sent to you as Replacement/Exchange are not refundable.
ICECI accepts cancellation on orders up to one hour after the order is placed.
To cancel orders, please contact customer support via email firstname.lastname@example.org.
Our Lifetime Warranty entitles you to a one-time repair of the piece - free of charge. We will repair the item if you experience any defects in craftsmanship or breakage. You will need to send us a photo or video of the damage. There is a $50 / $65 repair fee if you encounter future problems, after a replacement has been sent. This warranty is voided under any user damage issues (scratches, intentional breakage, water damage).
Depending on the service & country you're returning your item(s) with, it can usually take up to 10 working days (excluding weekends & public holidays) to be delivered and processed by our returns team.
If your return is marked as delivered, sit tight, our returns team will be in touch by email once the return has been processed to confirm your refund.
ICECI represents commitment to fine quality and outstanding value at affordable prices. Our materials are certified 14-18K gold, 925 sterling silver and genuine rhodium and are in full compliance with the Jewelry Vigilance Committee. We fully guarantee the authenticity of our materials. Every order comes with a certification and guarantee card.
We use the highest quality PVD plating process available. This process allows our gold plated jewellery to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting available.
Other materials we have available:
- Solid 14K Gold
- Si1 Diamonds
- VS1 Diamonds
If you want to order with these materials, please email email@example.com
Your jewellery should be kept dry. If your jewellery is not worn frequently, keep it stored in the provided dust bag. Good storage boxes are lined with tarnish-proof fabric and have a separate space for each individual piece. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewellery with rubber products. Always remove your jewellery when applying colognes, perfumes or other chemical products.
We offer extremely high quality PVD plating across all pieces, however we advise taking some precaution.
Chlorine, especially at elevated temperatures, can permanently damage or discolour your gold jewellery. Stay away from wearing your jewellery while swimming or in hot temperature water.
Yes! All pendants come with a chain of your choice. Either a 3mm Rope Chain, Micro Cuban Chain, and Micro Franco Chain. 18", 20",24" and 30" available.
Select the chain and size you want on the product page.