RETURNS & EXCHANGE
Last updated: April 2023
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
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
- 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.
6. Exchange Program
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.