RETURNS & REFUNDS
- The item has been purchased via the ICE website
- The item is returned in its original condition, unworn with tags
-The item is safely packed to avoid damage in transit
Please note - When parcels arrive at our warehouse they must be set aside for 48 hours before processing can begin to ensure we’re following the government guidelines related to COVID-19. Therefore it may be 3-4 working days (excluding weekends) before you receive confirmation the refund being processed.
To request a return, please email firstname.lastname@example.org
Please note - if you return your item and the above conditions are not met, we will be unable to offer you a full refund.
Can I return something if I haven't got a printer?
Simply write your order number, name, address, whether you’d like a refund or replacement and the issue with the item(s) on a piece of paper and enclose with your return. Please write our returns address (will be provided via email) on your parcel.
Can I return items from more than one order together?
Yes of course. Please indicate clearly on your returns note inside the package, which order number relates to each item being returned.
Do you offer free returns?
If you have changed your mind about an item, we unfortunately do not offer free returns.
If your item is faulty, please contact our customer service team at email@example.com
How long will my refund take?
Please allow up to 21 days to receive your refund. The refund will be made on to the same payment method used in your original purchase.
I have been refunded less than my original payment amount - why is this?
We will always refund the original payment amount for all items meeting the refund criteria. If you have changed your mind about your item, your shipping costs will not be refunded. If you are paying in a currency other than GBP, exchange rates can fluctuate between the time of purchase and refund which may impact your refund amount.
I want to return an item for an exchange or refund, but my local postal service won’t accept parcels being sent to the UK. What should I do?
We are sorry that you’ve experienced difficulties returning an item to us in the UK. We are aware that due to COVID-19, and some borders being closed, that some postal services are temporarily not accepting parcels for the UK. We have over recent weeks seen a re-opening of the borders and parcels moving, therefore we would expect this issue to be resolved soon. If you experience difficulties please email us with details including your order number, and the item you wish to return to firstname.lastname@example.org. Once the borders re-open and the postal service will accept parcels, we will then accept your item back for exchange or refund even if its outside of our usual returns policy.