What is the Return/Exchange Policy?

Ice Supply accepts returns/exchanges within 7 days of the date your item was delivered if your item is broken. We will resend a new replacement item once confirming with you or take the appropriate action required. 

Solid Gold items and made to order items are not subject to returns, due to the fact that each piece is made to order. Some Solid Gold items may be subject to exchange. Please contact our customer support team if your Solid Gold item is eligible for exchange. Apparel is returnable within 14 days of purchase, if it is in unworn condition with the tags attached.

We do not refund the shipping/postage fee of returned items and are not responsible for items which are lost in return postage.

To start a return, the customer must contact us to receive the authorisation form, this must be completed, printed and attached with the items returned, failure to do so will nullify any return requests

If we receive your return request and see it as a valid one, there will be a processing time of 1-4 weeks in which we will then take action and post the new item back or issue the refund to your original payment method. Items must be returned within 14 days of the customer receiving it.
If the customer’s is returning an item which is not stated as damaged, but is returned as damaged, we will not refund the item.

There are NO returns on Ice Supply's Customized Necklaces or bracelets. If you would like to make an exchange for a different length, there is a 25 GBP handling fee. These products are guaranteed under our One-Time Return Policy - Ice Supply will repair the item should you experience any defects in craftsmanship or breakage. There is a 49 GBP repair fee if you should encounter any future problems. Once a custom piece goes into production, there can be NO cancellations.

Please note, colours and perspectives of products may differ due to differences in environment such as photography, computer screen display, etc.  
If a customer selects the wrong size, we have the right to not offer refund, due to the fact that the items are specifically made for the order. Although we will try our best to help in all circumstances.

*SHIPPING PAID ON RETURNED ITEMS IS NON-REFUNDABLE AND RETURN SHIPPING FEES ARE SOLELY COVERED BY THE CUSTOMER AND WE CAN NOT GUARANTEE THAT THE ITEM WILL BE RECEIVED.
ALL RETURNS MUST COME IN THE SAME PACKAGING AS RECEIVED BY THE BUYER AND ITEMS MUST NOT BE DAMAGED IN ANYWAY.*