Refund policy
Our ICETRAY Guarantee ensures you are happy with your jewelry. If not, please look into our return policy so we can make sure you are satisfied.
We accept returns and exchanges within 7 days of delivery.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging. Please contact us immediately after delivery if your item arrives damaged upon delivery or if the wrong item was shipped.
Returns and Exchanges are subject to a fee consisting of 15% of the order total to cover return shipping, logistics, package and payment handling costs, as well as the initial processing.
We do not accept returns on custom or personalized jewelry.
How to return your ICETRAY jewelry
Please follow these steps below to process your return as quick as possible.
- To get started on your return, please contact us via email support@icetrayway.com
- ICETRAY will review your request within 1-2 business days then contact you via email.
- If approved, we will send you a prepaid return label that you can use to return your order.
- Print your return label and attach it to the outside of your shipment.
- Done! Your return is now ready to be taken to your chosen drop-off point.
Order Cancellation
If you choose to cancel your order after it has been placed, we may charge a cancellation fee of 10% of the order total to cover logistics, package and payment handling costs, as well as the initial processing. If your order has already been shipped we may charge an additional fee to offset the costs associated with preparing your order.
ICETRAY GUARANTEE
Do not worry about the headache of returning your jewelry. Your satisfaction is our priority. We will cover the following for 60 days after delivery.
- Diamonds fall out or become loose
If diamonds become loose, contact us and we will ship you additional diamonds. If your order arrived with defects, we may either pay for repairs or have you take the jewelry to a local jeweler, where we will cover all fees associated with repair. This is at the sole discretion of ICETRAY and requires approval.
- Your jewelry is tarnished after delivery
ICETRAY is NOT responsible for damage caused to your jewelry while wearing it. Please wear your jewelry with care to avoid this. If your jewelry does tarnish within 60 days of purchase, please contact us and we will send you complimentary tarnish remover wipes.
- One time polishing of your jewelry
Contact us anytime within 60 days after delivery for a complimentary polishing of your jewelry. You must cover initial shipping. Once delivered, please allow 2-5 business days for cleaning. Icetray will cover return shipping via USPS, UPS, or FedEx. Make sure the return address is the address you'd like us to ship your clean jewelry piece to.
