Delivery & Return
DELIVERY
Shipping methods and fees
Your order will be delivered by hand from Monday to Friday, between 9 a.m. and 6 p.m.
A fixed shipping fee applies, depending on your country.
Delivery is complimentary for all orders over 300€, £300, and $300.
Once your parcel has been shipped, you will receive a tracking number by email.
Shipping times
Delivery usually takes 2 to 8 business days, excluding weekends and public holidays.
Please note that delivery and preparation times may be longer during peak periods.
Shipping destinations
We currently ship to the following countries:
Austria, Bahrain, Belgium, Bulgaria, Canada, Croatia, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Iceland, Ireland, Italy, Kuwait, Latvia, Liechtenstein, Lithuania, Luxembourg, Malta, Netherlands, Norway, Poland, Portugal, Qatar, Romania, Saudi Arabia, Slovakia, Slovenia, Spain, Sweden, Switzerland, United Arab Emirates, United Kingdom, United States.
If you are not at home at the time of delivery
If the courier is unable to deliver your parcel, they will contact you or leave a delivery notice with instructions to reschedule.
After a second unsuccessful attempt, your parcel may be dropped off at the nearest pickup location.
If the parcel is not collected within the given timeframe, it will be returned to us.
If you haven’t received your order
If your parcel has not arrived after 8 business days, and you have not received a delivery notice or been contacted by our customer service, please: check the status using the tracking link provided by email, or contact us directly at customerservice.eu@icicle.com.
If your item is damaged or incorrect
If you receive a damaged item or an item you did not order, please contact our customer service at customerservice.eu@icicle.com.
We will guide you through the appropriate procedure.
RETURNS & REFUNDS
How to return an item
You have 14 days from the delivery date to request a return.
1 – Submit your return request
From your customer account, or via the dedicated page available in the footer, by entering your name and order number.
2 – Prepare your return
Use the prepaid return label provided.
Please ensure the items are in their original condition, with tags and packaging intact.
Place them carefully back in the shipping box, seal it, and place the return label over the original shipping label.
3 – Ship your return within 14 days of your request
Schedule your pickup on the DHL Express website (Ship > Schedule a Pickup), or contact their customer service.
Return fees
Returns are always free when sent using our partner carrier DHL Express.
You will receive a prepaid return label by email once your request has been approved.
If you have not received your label, please contact us at customerservice.eu@icicle.com.
Refunds
Refunds are issued to the original payment method used at checkout.
They are processed within a maximum of 7 business days after the return has been received and verified.
The time it takes for the refund to appear in your account may vary depending on your bank.
In-store returns
Items purchased online cannot currently be returned in store.
Please follow the return procedure described above.
Exchanges
If you wish to exchange an item, please follow the return process and place a new order for the desired item.