Returns & Exchange

 

Here at ICE Design we aim to provide you with a hassle-free shopping experience, this includes our comprehensive returns and exchanges service. We do our best to ensure you get exactly what you want with the best possible fit. However, we do have some terms and conditions regarding our Returns and Exchanges Policy:

ICE Design does not give refunds upon change of mind.

Online Returns and Exchanges Requirements:

  1. Merchandise must be returned within 21 days of receipt.

  2. We can only accept exchanges on items upon change of mind if the requested replacement is still in stock. In the event that the alternate item has sold out an Online Voucher will be issued for the on-line store equal to the amount paid for the original item.

  3. Exchanges will only be accepted if the item is in the original condition with the receipt provided and all tags still attached.

  4. For hygiene reasons ICE Design does not allow exchanges on underwear, swimwear, and earrings.

  5. No soiled, worn, or damaged items can be returned or exchanged.

  6. All final sale items cannot be returned or exchanged, unless faulty.

  7. Faulty items must be returned with the receipt and all tags still attached.

Exchanges

NOTE: The easiest and quickest option is to try and exchange an item at one of our Retail Store Locations.
You can find the closest ICE Design Store to you using our Store Locator.

All exchanges must be initiated within 21 days of online purchase.

Exchange Requirements:
If you need a different size or colour we will do our best to assist you. If there are no stores nearby or they do not stock the item you want you can make an exchange with the online store by following these steps:

CHECKED OUT AS A MEMBER?

  1. From the “My Account” tab you can click through to “My Orders” to begin the exchange process.
  2. Select the order with the item you wish to exchange and then click the “Returns” option at the top of the order page.
  3. Please fill out the request form with the details of the item you wish to exchange and your reason for wanting an exchange, as well as any other comments you have. Once you have submitted this form our team will review it and then give you instructions on how to proceed.


CHECKED OUT AS A GUEST?

  1. If you submitted your order as a Guest and you need to return an item, you will need to Contact Us and provide us with the following information:

    Name:
    Order Number:
    Style Code or SKU you are wanting to return:
    Colour:
    Size:
    Reason for return:
    Do you require an Exchange or Online Credit?:

  2. Sometimes the item you have requested for exchange will become sold out before your exchange can be processed. When this happens you will be given an ICE Online Voucher equal to the amount you paid for the returned item, which can be spent in the on-line store ONLY.

Faulty Items

If you receive an item that is faulty then you can return it for a full refund.

CHECKED OUT AS A MEMBER?

  1. 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.
  2. We recommend attaching a photo of the faulty item as this will ensure our team can process your request as quickly as possible.
  3. Once we review and approve this, we will then send out postage to return the garment, for either an exchange, credit or refund.

CHECKED OUT AS A GUEST?

  1. If you submitted your order as a guest and not through and ICE Design account, please Contact Us if you received a faulty item.
  2. Once we review and approve this, we will then send out postage to return the garment, for either an exchange, credit or refund.

Your refund will be processed within 2-5 business days once we have received the item/s. You’ll receive an email notification as soon as the transaction has been processed, but please allow a few extra days for the amount to show up in your account while your bank processes the transaction.