RETURNS & EXCHANGE

Last updated: April 2023

1. What is the return/exchange procedure?

2.Our Returns Policy

3. Return the Goods

4. Return Criteria

5. Non-refundable Items

6. Exchange Program

7. How do I know the status of my return/exchange?

8. Cancel or Change an Order

1. What is the return/exchange procedure?

At ICEEH, your satisfaction is always guaranteed! That's why we allow swaps and size/color swaps!


This is a warm reminder that our warehouse is located in Hong Kong and we are not responsible for any returned packages that may result in duties and taxes.


After we receive the return package without any problems, we will process the return/exchange as soon as possible.

2. Our Returns Policy

Non-refundable items


Engraved jewelry items are non-returnable.

Special orders (custom pieces and custom items, freebies, final sale items and solid gold items.) are final sale and not eligible for return or exchange.

Returns without a Return Merchandise Authorization will be refused upon receipt. Returns with missing paperwork or product will not be processed.

3. Return the Goods

* We accept returns for refunds or exchanges within 14 days of the date your item was delivered.


*Exceeds 14 days, exchanges are only accepted within 30 days of receipt of original order.


* Shipping charges are non-refundable.

*Only one return is allowed per order.

*We enjoy free shipping all over the world, and we bear the shipping fee for each order ($15-$30), so once the refund is made, the shipping fee will not be refunded.

*All refunds will be subject to a 20% restocking fee.

*Return postage will be borne by you, the customer, and we are not responsible for any return packages that may be lost in transit.

4. Return Criteria

* We will reimburse or pay for return shipping only if we make a mistake. For example:


* Customer received wrong item.


* The item is damaged and defective. (For damaged or defective items, customers need to contact us within 48 hours of receiving the order.)*

5. Non-refundable Items

  • Gift card
  • Grill
  • Pure gold jewelry unless stated on the product page
  • Custom Jewelry
  • Open or worn product
  • In order to complete your return, we need the order number or email address associated with the order.

Please note that to be eligible for a return, the item must be in its original purchase condition, include all product documentation, and be returned to us within 14 days of the date your item was delivered. Any items returned more than 14 days after delivery will not be refunded unless authorized in exceptional circumstances.

If a package or item is delivered to you damaged, please reject it or contact us immediately at iceehjewelry@gmail.com. Please keep all packing materials unless they instruct you otherwise.


Claims for damaged or missing items must be reported immediately or within 48 hours of receiving your order.

6. Exchange Program

Please email iceehjewelry@gmail.com and provide us with the following information:
1) Order number

2) Product name

3) A photo, provided your item is securely placed in the original packing material/new packaging.

4) An alternate size and/or color for the product you wish to replace.

7. How do I know the status of my return/exchange?

Please allow 20 business days to process your return/exchange request after receiving your package. If you have not heard back from us by the end of 20 business days, please email iceehjewelry@gmail.com and we will assist you accordingly.

8. Cancel or Change an Order

If you wish to change or cancel your order, please contact iceehjewelry@gmail.com. We will try to accommodate order changes as much as possible before shipment confirmation. Certain changes will cause shipping delays. We cannot accept special order requests and/or changes or cancellations to orders that have already shipped. Once en route, it is impossible to reroute the package to an alternate address. If you wish to hold your package for collection, please contact us. If your order has shipped and you no longer want it, please contact us to arrange a return once you have received your order.



Our company offers custom orders that are specifically tailored to the unique needs and requirements of our clients. Due to the individual nature of these orders, we regret to inform our customers that we do not provide any refunds for such orders. Once an order is placed and work begins, we cannot cancel the order or issue a refund. This is because we invest a lot of time, resources and effort into creating custom orders for our clients. We encourage our customers to thoroughly review their custom orders and provide clear instructions to ensure the final product meets their expectations. Any changes or revisions required will be made to the best of our ability. Thank you for your understanding and cooperation in this matter. If you have any questions or concerns, please feel free to contact us.