FAQ

 

CUSTOMER ACCOUNT

HOW DO I CREATE AN ACCOUNT?
To create your account on the ICICLE online boutique, click on the “Log In” icon, then select “Sign in.” Enter your email address (which will be your login) and the requested personal information.

 

HOW DO I UPDATE MY ACCOUNT?
To change your password, click on “Forgot password” at the login stage. A reset link will be sent to your email address. To update your addresses or set a new default address, log in to your account and select “View addresses.” For security reasons, if you wish to update your gender, name, or email address, please contact us at customerservice.eu@icicle.com.

 

I FORGOT MY PASSWORD. HOW DO I LOG IN TO MY ACCOUNT?
At login, click “Forgot password” and enter the email address associated with your account. A reset link will be sent to you by email. If you do not see it in your inbox, please check your spam or junk folder.

 

HOW DO I SUBSCRIBE TO THE NEWSLETTER?
You can subscribe to our newsletter by entering your email address in the "Newsletter" section at the bottom of the page. You’ll receive updates about our latest collections and news.

 

HOW DO I UNSUBSCRIBE FROM THE NEWSLETTER?
To unsubscribe, simply click the link at the bottom of any newsletter email or contact us at customerservice.eu@icicle.com. If you encounter any difficulties, we will be happy to assist you.

 

WHAT DO YOU DO WITH MY PERSONAL INFORMATION?
The personal data you share with us is used exclusively in the context of our business relationship and never shared or sold to third parties.
In accordance with the French Data Protection Act of January 6, 1978, you have the right to access and rectify your personal data.
Your banking details are only used to process payments via our secure payment partner Shopify Payments. We do not store your payment information.

 

ORDER

HOW DO I PLACE AN ORDER ON THE ICICLE ONLINE BOUTIQUE?
Browse our collections by category or theme. Select your desired product and size, then click “Add to cart.”
Once ready, go to your cart in the upper right corner and click “Check out.”

 

HOW LONG DOES IT TAKE TO PROCESS MY ORDER?
Your order will be prepared within 48 business hours and handed over to the carrier for delivery. Shipping takes approximately 1 to 3 business days from the time of dispatch.
You will receive email updates throughout the order process.

 

HOW CAN I TRACK MY ORDER?
Once your order is confirmed, you’ll receive an email with the details. You will also receive a DHL tracking link once your order ships.

 

CAN I MODIFY OR CANCEL MY ORDER?
Once your order is confirmed, it cannot be modified or cancelled.

 

CAN I EXCHANGE MY ORDER?
We do not offer exchanges. If you wish to change an item, please request a return within 14 days and place a new order if the item is still available.

 

PAYMENT

WHAT PAYMENT METHODS DO YOU ACCEPT?
We accept payment via credit and debit cards (Visa, Mastercard, American Express), Shop Pay, Apple Pay, and PayPal.
All payments are securely processed by Shopify Payments.

 

IS PAYMENT SECURE?
The ICICLE e-commerce website uses the secure Shopify Payments solution, widely recognized by financial institutions. This system ensures safe and seamless transactions and respects your privacy. Shopify Payments is used by thousands of trusted online merchants.

 

DELIVERIES & RETURNS

 

For information about deliveries and returns, please visit our Deliveries & Returns page.

 

TECHNICAL ISSUES

I HAVEN’T RECEIVED MY ORDER OR SHIPPING CONFIRMATION EMAILS. WHAT SHOULD I DO?
Please check your junk or spam folder, as automated emails may be redirected there by your email provider.
To ensure smooth communication, consider adding the domain https://eu.icicle.com/ to your safe sender list.

 

I’M HAVING TROUBLE PROCESSING MY PAYMENT.
Please double-check your card details (number, expiration date) and confirm with your bank that your payment isn't being blocked.
For your security, our customer service team cannot access your payment information but will gladly assist you in resolving any issues.

 

NEED HELP?
You can reach us at customerservice.eu@icicle.com.
We’ll be happy to assist you with any questions or concerns.