FAQS





I'm having trouble using your website, where can I go?

I'm having trouble using your website, where can I go?

If you need help with anything related to our on-line store you can send us a message through our Live Chat or you can contact us using the form on our Contact Us page.
Our Live Chat can be found at the bottom right of your web browser when you’re on our site. If Live Chat is unattended you’ll be able to leave us a message and we’ll get back to you as soon as we can!

If you have a question about an order make sure you provide us with your order number. This allows us to solve your issue as quickly as we can.

Where can I find your retail locations?

Where can I find your retail locations?

We have over 100 hundred retail locations around Australia! Visit our Store Locator page to find out which one is closest to you.

What size should I buy?

What size should I buy?

Check out our Size Charts for information on what size is right for you!
Please be aware that we cannot guarantee that sizing will be consistent across all clothes due to differences across fabrics and styles.

The item I want is out of stock, will you get more?

The item I want is out of stock, will you get more?

While we do our best to restock on popular items we can’t guarantee that the items you like will come back in stock. If an item is listed as sold-out on line then we don’t have it in stock.

If you’d like you can check with our stores to see if they have the item you’d like. You can find our retail locations here.

If you see something on line and you’d like to be notified when it comes back in stock in your size, you can do so from the item’s page. Just select the sold out size you would like and click “notify me when this comes back in stock” to be sent an email when we restock.

How do I get a job at ICE Design?

How do I get a job at ICE Design?

We are always on the lookout for vibrant and charismatic individuals to join our talented team. If you have the passion and skill then please apply for our current positions via our Careers page.

Where can I find information about...?

Where can I find information about...?

No matter what you’re looking for information about we can help you find it. Just type a keyword into the Search bar at the top of our page and we’ll direct you to the best possible places for you to find what you’re looking for.

I have a question about my order, what do I do?

I have a question about my order, what do I do?

If you have any questions contact us with your order number using our Contact Us form or through our Live Chat. If Live Chat is unattended you can leave us a message and we’ll get back to you as soon as we can! You can find your order number in the "My Orders" tab on your account dashboard or on the order confirmation email you were sent.



How do I search for a specific item?

How do I search for a specific item?

If you need any help finding a specific item then just type the item’s description or style code into the search bar, and we’ll find the best possible matches for you.

You can also use the categories to find all clothing of a particular type or style and even to see what we have on sale this week!

If you find something you want to come back to later you can always add it to your Wishlist so you don’t lose track of it!

How do I place an order on line?

How do I place an order on line?

Add items to your cart
First you need to click on an item’s image, which will give you information about what sizes and colours we have available. Make sure you select the colour and size you’d like and click “Add to Cart”.

Your Cart
You can review the items in your cart by clicking on “Cart” at the top right of our webpage. Once the mini-cart has opened, click “view all items in cart”. To delete an item simply click the “x” just to its left, and it will automatically update your order.

If you have an ICE Online Gift Voucher or a promo code you’ll be able to enter them in the fields provided BEFORE you checkout. Once you’ve progressed to the checkout you will no longer be able to apply any gift vouchers or promo codes. If you go back to your cart, either by clicking "back" or by returning to ICE Design's home page, you will be able to begin the checkout process again and enter your ICE Online Gift Voucher or promo code.

Checkout
When you are happy with your selections just click “Proceed to Checkout” and follow the prompts.

All done! We’ll ship your order to you as soon as possible!

How do I use a promo code?

How do I use a promo code?

If you have a promo code then all you need to do is go to your cart when you’re ready to checkout and enter the code in the field provided. Click “apply”, and your order will be instantly adjusted to account for the discount.

Note: You won’t be able to use your promo code from the mini-cart, you must click through to “view all items in cart” to enter your promo code.

Help! My promo code didn't work!

Help! My promo code didn't work!

If your code isn’t working check whether it has expired or has been entered incorrectly. Make sure not to use spaces when typing it out.

Please keep in mind that only one code can be used per order!

How do I make changes to my order?

How do I make changes to my order?

All orders are normally processed within 1–2 business days, so if you notice an error with your order and need to make a change you have to Contact Us immediately. Once our warehouse has processed your order we won’t be able to make any changes.

When will I receive my order confirmation?

When will I receive my order confirmation?

An email confirming your order will be sent to you as soon as we have processed your order and another email once your order has been shipped.

If you haven’t received email confirmation please check your spam folder and add customerservice@icedesign.com.au to your safe senders list.

Why was my order refunded or cancelled?

Why was my order refunded or cancelled?

On the rare occasion that we’re unable to fill an order we will try to source it from another location. If this isn’t possible any additional items will be shipped to you as usual and the absent item will be cancelled and refunded.

If you have any further questions please Contact Us with the email address you used to place the order and your order number.



Help! I've forgotten my password!

Help! I've forgotten my password!

Don’t worry! If you’ve forgotten your password just click the “forgotten password” link at log-in. This will allow you to use your email address to reset your password.

Are my credit card details secure?

Are my credit card details secure?

Yes, if you've chosen to save your credit card details for future purchases on our site these details will be saved by our secure payment gateway. They won't be saved locally nor will we have access to them.




What payment methods do you accept?

What payment methods do you accept?

We accept Visa, MasterCard, and PayPal, as well as ICE Online Gift Vouchers.

However, we do not accept ICE Gift Cards, which can only be used in our retail stores, nor do we accept money orders or personal cheques. Sorry!

I bought something just before it went on sale, can I get it at the discounted price?

I bought something just before it went on sale, can I get it at the discounted price?

Sorry! But we don’t offer partial refunds if an item you just purchased has since gone on sale.

What do I do if my card is declined?

What do I do if my card is declined?

If your card is declined please make sure you’ve entered the correct card number, expiry date, card type, and CCV. If it’s still not working we suggest calling your bank so that they can look into the issue for you.

I forgot to enter my promo code/ gift voucher number!

I forgot to enter my promo code/ ICE Online Gift Voucher!

You can only enter your promo code from your cart. If you’ve proceeded to check out without entering your promo code or gift voucher number you’ll need to go back and start again. To do so simply click "back" in your browser or return to ICE Design's homepage where you can re-enter your cart and begin the checkout process again.



Can you deliver to PO Boxes?

Can you deliver to PO Boxes?

Yes, we can deliver to PO Boxes.

Which couriers/ frieghts do you use?

Which couriers/ freights do you use?

We send parcels to our Australian customers via Australia Post.

How much will it cost to deliver my order?

How much will it cost to deliver my order?

We provide free shipping on all orders $50.00 and over throughout Australia and New Zealand!

For any orders under $50.00 or International orders have a look at our Shipping Info to find out how much it will cost.

How long will it take to deliver my order?

How long will it take to deliver my order?

Our standard shipping will take 3–15 business days depending on where in Australia you live. Visit our Shipping Info page to find out what your postage options are and how long each postage option will take.

How do I track my order?

How do I track my order?

If you want to check on the progress of your order you can track it from the “My Orders” on your account dashboard. By clicking on the order you wish to track you'll be able to click on the "Track My Order" button at the top of the order. This will open a window with your tracking number and allow you to use Australia Post's tracking system.

What happens if I'm not there to sign for my order?

What happens if I'm not there to sign for my order?

Australia Post can’t leave your order on your doorstep. If you’re unable to be there to sign for your package they’ll leave you a card giving you instructions on how to pick it up from one of their post offices.

My order hasn't arrived!

My order hasn't arrived!

If the amount of time indicated on our Shipping Info page has gone by and you have no received your order, please Contact Us and we’ll investigate.



Can I return or exchange an item purchased on sale?

Can I return or exchange an item purchased on sale?

No. If you buy an item on sale then we can’t exchange it or accept a return. For more information please visit our Returns & Exchanges page.

Can I exchange an on-line purchase at an ICE Store?

Can I exchange an on-line purchase at an ICE Store?

Yes, if you want to exchange an item you have purchased on line you can do so in one of our Retail Stores. You can find your nearest store with our Store Locator.

How do I return or exchange an on-line purchase?

How do I return or exchange an on-line purchase?

Here at ICE Design we aim to provide a hassle-free returns and exchanges service. We’re happy to exchange your order for a different colour, size, or style, or to provide you with on-line store credit for an unwanted purchase. All exchanges or returns must be initiated within 21 days of you placing your order. We don’t, however, provide refunds if you change your mind or make the wrong selection.

If you submitted your order as a Guest you will need to Contact Us if you need to return an item.

To find out more about how to return or exchange items, visit our Returns & Exchanges page.

Have my returned items arrived?

Have my returned items arrived?

By using pre-paid satchels from Australia Post you’ll be able to track your order until it arrives with us. If you are exchanging an item we’ll send you an email confirmation once your new order has been dispatched.

You can also check on the status of your return from the "My Returns" tab on your account dashboard.

If you have any other questions please Contact Us.


What do I do if my order is incorrect or missing an item?

What do I do if my order is incorrect or missing an item?

If your order is incorrect or missing an item, please Contact Us and we will investigate the situation as soon as possible.

What do I do if I receive a faulty item?

What do I do if I receive a faulty item?

If you’re sent an item that’s faulty then you can return it for a full refund using the Returns Form accessed through the "My Order" tab on your account dashboard. Click on the "Returns" link at the top of your order and fill out the form with the relevant details. We recommend attaching a photo of the faulty item as this’ll ensure our team can process your request as quickly as possible. For information please visit our Returns & Exchanges page.



How do I update my details in My Account?

How do I update my details in My Account?

If your details have changed all you need to do is sign into your account and go to the ‘Account Information’ section of your account dashboard. From here you can change your name, email address, and password whenever you need to.

How do I change my shipping or billing address?

How do I change my shipping or billing address?

If you need to change you default postage address we have on record you can do so from the ‘Address Book’ section of your account dashboard. You can also add alternate postage addresses, such as your work address, so that all you need to do at Checkout is select where you would like us to deliver your order.

How do I subscribe for ICE Design's Promotional Emails?

How do I subscribe for ICE Design's Promotional Emails?

If you’d like to sign up for our Promotional Emails to receive informtion about sales and special deals you can do so from the footer on our website by clicking "Join Our Mailing List" or you can head to you account dashboard to sign up right away!

I didn't receive my $10 ICE Gift Voucher for subsrcibing to ICE's Promotional Emails!

I didn't receive my $10 ICE Gift Voucher for subsrcibing to ICE's Promotional Emails!

The gift voucher is only for new subscribers. If you have previously been subscribed to ICE Design’s Promotional Emails then you won’t be eligible for the voucher.

How do I unsubscribe from ICE Design's Promotional Emails?

How do I unsubscribe from ICE Design's Promotional Emails?

To unsubscribe from ICE Design’s Promotional Emails you can either do so from your account dashboard, or by clicking on the ‘unsubscribe’ button at the bottom of any of our Promotional Emails.

How do I add items to my Wishlist?

How do I add items to my Wishlist?

If you’d like to add an item to your Wishlist just click on the item’s image and then click the pink “Wishlist” button on the right-hand side of the page. Once you’ve added the item you can view your entire Wishlist from your account dashboard. This way you can keep track of which items you want—you can even add comments to remind yourself of why you adored the item in the first place!



How do I use my on-line store ICE Online Gift Voucher?

How do I use my on-line store ICE Online Gift Voucher?

If you’ve been lucky enough to receive an ICE Online Gift Voucher your first step is to add the items you want to buy to your cart. When you’ve selected everything you want, go to your cart and, in the field provided, enter your gift voucher number. Click “Apply” and the gift voucher amount will be automatically deducted from your order.

If you have an account with us you can use the "Gift Vouchers" tab on your account dashboard to redeem your ICE Online Gift Voucher and turn it into on-line store credit.

Can I use an ICE Gift Card on line?

Can I use an ICE Gift Card on line?

Sorry! ICE Gift Cards are different from ICE Online Gift Vouchers and while they can be bought on line they can only be used in our retail stores. However, ICE Online Gift Vouchers can be bought and used in our on-line store.

How do I check the balance of my gift voucher/ gift card?

How do I check the balance of my gift voucher/ gift card?

To check the balance of your ICE Online Gift Voucher or ICE Gift Card simply go to the "Gift Voucher" tab on your account dashboard and enter your gift voucher/ card number in the space provided. The balance remaining on your voucher/ card, as well as it's expiry date, will be displayed.




I have a VIP card, how do I get my 10% discount

In order to get your 10% discount on the website, you must checkout using your ICE design online account and this account must have VIP status.


Why is my VIP card number rejected when I enter it in the PROMO CODE or GIFT VOUCHER box in the cart?

You do not enter your VIP membership number into the cart. Your account needs to have VIP status for the discount to be applied.


Where can I see my discount being applied in the cart?

You won’t see the discount in the cart until you are logged in with an account that has VIP status. Once you are logged in, you will see the discount under the subtotal.


How do I know if my account has VIP status?

Log in to your account at http://www.icedesign.com.au/customer/account/login. Select the dashboard and you will see (VIP Member)! to the right of your name. If you don’t see this, your account does not have VIP status.


I have a VIP card but my account does not have VIP status

If when you purchased your VIP card, you did not provide an email address, or the email address is different from your online account email address, your account will not have VIP status. You will need contact customer service (customerservice@icedesign.com.au) to have your account set to VIP status.


I have a VIP card but I don’t yet have an online account. Can I make an account and add my VIP Card number?

Yes, when you create your account, make sure you use the email address that was used when you purchased your VIP card. When you create your account, enter your VIP Card number in the appropriate place. If the number entered matches the email address on file your account will be created with VIP status and you can get your discount as soon as you checkout. If the email address does not match what we have in our system, you will get a message and  you will need to contact customer service (customerservice@icedesign.com.au)


What happens when my card expires?

When your card expires, your account will no longer have VIP status and you will no longer be eligible for the 10% discount. If your wish to continue being a VIP, you can purchase a new VIP card in store or online.