FAQs – ICEEH

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FREQUENTLY ASKED QUESTIONS

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1.HOW DO I PLACE AN ORDER?

Add items to your cart by clicking on the Add To Cart button. When you're ready to check out, click on the Cart button in the upper right then Checkout to view your shopping cart. Here you will have the option to update your cart, use a discount code, or enter a gift card code. Clicking the Check Out button will take you to the first step of the checkout process. You will be asked to log in or create a new account.

2.WHAT METHODS OF PAYMENT ARE ACCEPTED?

The following methods of payment are accepted:

All major credit/debit cards such as: Visa, MasterCard, American Express, Discover, etc…

Pre-Paid Debit Cards

PayPal

3.HOW CAN I BE SURE MY ORDER HAS BEEN RECEIVED?

When you enter your credit card information and click Place Order on the final review page, you will be given an order confirmation number. You will also receive an e-mail confirming that your order has been received within approximately 24 hours. We will send you another e-mail to notify you when your order has been shipped, including tracking information.

4.WHEN WILL MY ORDER ARRIVE?

Click on the following link for detail: Shipping Policy. If you're trying to estimate when a package will be delivered, please note the following:

Processing time is 1-2 business days.

Shipping times depend on method. Check out our Shipping Policy for estimates.

ICEEH 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, neighbors 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.

Hold at location is available at UPS.com / UPS My Choice App with your tracking information if you will not be home for delivery on expedited services.

5.WHAT IS YOUR RETURN POLICY?

We provides a 30-day return policy on all products purchased, except special order items.

Click on the following link for detail: Return Policy

6.HOW DOES THE LIFETIME GUARANTEE WORK?

ICEEH is committed to providing the highest standard of jewelry – which is why we offer a Lifetime Guarantee for all purchases of Gold Plated/Vermeil jewelry. If your product damages, fades, or breaks during normal wear, the Guarantee entitles you to a one-time replacement of the piece - free of charge. If for any reason we no longer carry the item, you are permitted to exchange your piece for another of equal or lesser value.

All Customized Jewelry is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a $99 USD Repair Fee will be charged for all future repairable product issues.

*Lifetime Warranty does not replace lost or stolen items*

7.IS THE JEWELRY MADE OF REAL GOLD/SILVER/

RHODIUM?

Yes, we only use 14-18k Gold, Genuine .925 Sterling Silver and Genuine White/Black Rhodium. All of our products are thoroughly tested for quality and durability before, during and after production. We comply with all regulations set by the Jewelry Vigilance Council.

8.WHAT IS THE RETURN/EXCHANGE POLICY?

ICEEH accepts returns/exchanges within 14 days of the date your item was delivered. If you would like to return/exchange any item(s), please contact customer support via email iceehjewelry@gmail.com, or via our customer support chat line.

Warranties are only honored with warranty cards.

Exchanges/Refunds are only accepted with packing slip (Do not discard Packing list).

SOLID GOLD:

Solid Gold items are not subject to returns, due to the fact that each piece is made to order. Solid Gold items are subject to repair only at a fee of $99. Please contact our customer support to receive the Authorization Form. Apparel is returnable within 14 days of purchase, if it is in unworn condition with the tags attached.

CUSTOMIZED JEWELRY:

There are NO returns/exchanges on XX's Customized Necklaces. All Customized Jewelry is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a $99 USD Repair Fee will be charged for all future repairable product issues. On Custom Script Pendant (only), If you would like to make an exchange for a different chain length, there is a 49 USD handling fee. Once any of our custom piece goes into production, there can be NO cancellations.

*Shipping paid on Returned Items is non-refundable.*

9.HOW SHOULD I STORE/PROTECT MY JEWELRY?

Jewelry should be kept dry. If your jewelry is not used 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 jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.

Chlorine, especially at elevated temperatures, can permanently damage or discolor your gold jewelry. Gently clean your gold or vermeil jewelry with a soft polishing cloth. Be sure not to over-polish jewelry, especially vermeil, because it can damage the finish.

10.WHAT ARE THE STEPS FOR PLACING CUSTOM ORDERS?

ICEEH offers customized designs ranging from numbers, letters, symbols, and logos. Any personalized pendant you want, we can craft for you! All custom orders will be Solid Gold material, White Solid Gold, or Sterling Silver upon request. The minimum quote for a custom order is $3,000, with a $250.00 deposit fee made through Custom Jewelry Consultation product on the site - which is applied in full toward the cost of the piece if you move forward to build it. Please contact iceehjewelry@gmail.com, If you have further questions.

11.DOES ICEEH SHIP INTERNATIONALLY?

We currently ship internationally to most countries worldwide.

Please send us an email at iceehjewelry@gmail.com for questions if shipment to your country is possible. Please allow 1-2 weeks for delivery. International shipment tracking number will be provided upon shipment to your destination.

12.IF MY ORDER IS SHIPPED OUTSIDE OF THE US, WILL THERE BE FEES, DUTIES, OR TAXES?

The customs office of the destination country or region may impose customs fees, import duties, taxes, and other charges to your international order. These additional charges required for customs clearance are the responsibility of the recipient. When your order arrives at customs, either the carrier or customs office will contact you directly to arrange for the payment of any charges that may be due.

13.IS YOUR GOLD PLATING JUST LIKE ANY OTHER COMPANY'S?

No, our gold plated products are finished using the same quality specifications as our vermeil jewelry. The process we use is the highest quality plating available. This process allows our gold plated jewelry 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.

ORDER PROCESS

01.
Orders are processed in 1-2 business days, excluding weekends and holidays. Items that are pre-ordered are processed within 2-3 business days of their arrival in stock.

02.
Orders that are successfully placed will receive an e-mail confirmation with the order details. If you haven't received an email, please check your spam folder or contact us for confirmation.

03.
If you have any questions about your order, please contact us right away at iceehjewelry@gmail.com We will be unable to make changes to your order once it has been shipped.

04.
Please double-check that you have entered the correct address. We are not liable for non-delivery due to address errors that you provide. We will refund the original order if an order is returned due to an incorrect address.