Return Policy

Here at ICE Design we aim to provide you with a hassle-free shopping experience through our comprehensive returns service. We do our best to ensure you get exactly what you want with the best possible fit.

We do not currently offer exchanges for online returns. You can return your item to us for online store credit and then place a new order to get the item of your choice. Please note, ICE Design does not give refunds upon change of mind.

To be eligible for online store credit or a refund you must meet the below RETURN CONDITIONS:

  1. Merchandise must be returned within 7 days after your receive the order.

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

  3. No soiled, worn, perfumed or damaged items can be returned.

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

  5. All final sale items cannot be returned, unless faulty.

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

  7. We only accept returns for items purchased from our online store. Items purchased from an ICE Retail Store must be returned to an ICE Retail Store.

  8. Photos of the faulty item must be supplied in order to be considered for a refund.

If you have not met all the policy and procedure requirements, our Online Fulfilment team will notify you via email to inform you of this decision.

How to submit a Returns Request?

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 return and your reason for returning to item, as well as any other comments you have.
  4. 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?

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:
Online Credit or Refund:
Photos of damaged item (ONLY IF FAULTY)

Refunds

In some cases, you may be eligible for a refund. You are still required to complete a returns request but must also include photos of the damaged item. Once the items are received back and have been reviewed and approved, a refund will be issued using the same payment method as the original order. Shipping costs would only be refunded in the case where an entire order is approved for refund.

Your refund will be processed within 2-5 business days after approval. 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.

Handling Fee

ICE Design will deduct a $10 handling fee if you do not follow the returns procedure. This includes;

  • Any parcel that is returned to us as Return to Sender (RTS) and requested to be redelivered (this includes items held at the post office awaiting collection and not picked up by the customer in the specified time frame)
  • A redelivery is requested because you entered the wrong shipping address.
  • Any item(s) returned to us without prior authorisation.
  • Any item(s) returned to us that do not meet the RETURN CONDITIONS

In-Store Exchanges

Alternatively, online purchases can be exchanged for another item/size at one of our Retail Store Locations. The value of the exchange will be the value paid for the item as shown on the invoice. In some cases, the price paid online may differ from the price offered in our Retail Stores.

You can find the closest ICE Design Store to you using our Store Locator.

All in-store exchanges must be initiated within 21 days of online purchase. You must take the invoice you received with the parcel (not just the email order confirmation).