IceyCrew offer full buyer protection to ensure all our customers are completely satisfied. These are the situations that our buyers protection cover:

If the product is NOT as described and is substantially different than the item description you can return it for a full refund just pay shipping. Products can be returned to P.O.Box 91502, Mer Bleu PO, Ottawa, ON, Canada within 15 days of delivery. It may take 10 to 20 days for us to receive the product once you return it. When the product makes it to our warehouse, the refund process is initiated immediately but it can take 3-5 business days for the refund amount to show up in your account.

For any issues, simply notify us by e-mail and we will immediately address your concerns.

Refunds will be accepted within 15 days of receipt of delivery. The products must be returned in new, resellable condition. Products that are altered, damaged or worn (scratches, dents etc.) do not qualify and may be discarded.Shipping charges will not be refunded.

If any boxes or packaging associated with products are not returned, the value of the box or packaging will be subtracted from the return.

What to do if my package was delivered but I have not received it?

Contact your local post office. Make sure to call your LOCAL OFFICE, and NOT the HOTLINE (this can take a lot of time, and they only tell you what the tracking already says). Ask them who delivered the parcel, and ask them details about that day's delivery. They are used to these types of questions, and can usually provide helpful information

If the parcel does not show up (extremely rare occasion), please call the Post Office and file a claim. IceyCrew cannot reimburse orders that had delivery issues caused by the post office or stolen from a property unless Insurance shipping was paid for, thank you for understanding.

 What if I put it the wrong address?

If you have provided an incorrect address and your order hasn't shipped yet, we will do our best to update your order with the correct address. However, customers are responsible for entering the correct shipping address and are encouraged to check them prior to submitting an order. Once a package has been shipped we cannot redirect it. IceyCrew is not responsible for, nor able to refund or replace orders shipped to the incorrect address.

IceyCrew Warranty

Please note our 1 year warranty is only applicable if paid for.

This warranty covers manufacturing defects not including damage caused by:

  • excessive wear
  • lack of care

During these warranty periods, if a defect arises in the product and it is deemed by IceyCrew to be a manufacturer's defect, follow the instructions for returning the product above.

IceyCrew shall have no obligation to repair, replace, or refund until the defective product is returned to IceyCrew. A replacement product assumes the remaining warranty of the original product. When a refund is given, the returned product becomes IceyCrew's property.

90 Days Guarantee

Please be aware that our 90-day guarantee is applicable to all orders that do not have the IceyCrew Warranty.

This guarantee ONLY encompasses manufacturing defects, excluding damage resulting from with 90 days:

  • Excessive wear
  • Lack of care

Throughout this 90-day period, should a defect manifest in the product and IceyCrew determines it to be a manufacturer's defect, kindly adhere to the provided instructions for returning the product.

IceyCrew is under no obligation to undertake repairs, replacements, or refunds until the defective product is returned to IceyCrew. In the case of a replacement product, the remaining warranty of the original product is assumed. Upon issuing a refund, ownership of the returned product is transferred to IceyCrew

2 Week Modification Period For Custom Orders

In the event that a customer's order exhibits issues with the uploaded photo, such as blurriness, improper fit within the frame, or the need for resizing, IceyCrew is committed to ensuring customer satisfaction. Our resolution process is as follows:

  • Upon identifying an issue with the uploaded photo, IceyCrew will initiate contact with the customer via email to address and rectify the problem.
  • IceyCrew will make multiple attempts to reach the customer over a two-week period, seeking clarification, additional information, or approval for modifications.
  • If, after the aforementioned two-week period, the customer has not responded to any communication attempts from IceyCrew, the order will be processed and shipped out without further modifications. Please note that this action will be taken without further consultation.
  • It is essential for customers to understand that IceyCrew cannot be held responsible for replacements or refunds if communication is not established within the specified two-week timeframe. We encourage customers to actively engage in the resolution process to ensure the timely processing and delivery of their customized jewelry orders.

This policy is designed to streamline the resolution process, and IceyCrew appreciates customers' cooperation in promptly addressing any concerns related to their orders.