Delivery 

 

What are the delivery methods and prices? 

Your order will be delivered to you in person, Monday to Friday between 9 am and 6 pm. Delivery costs 10€ for all orders in France and 15€ in other countries, with no minimum purchase. Delivery is free for orders over 300€. Once the package has been shipped, you will receive a tracking number by email which will allow you to track your package.

 

What are the shipping and delivery times? 

Delivery times are 2 to 7 working days, excluding weekends and public holidays. Order preparation and delivery times may be extended during periods of high commercial activity. 

 

Delivery areas

ICICLE provides delivery service to the following countries by DHL Express: Austria, Belgium, Bulgaria, Croatia, the Republic of Cyprus, the Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Monaco, the Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain, Sweden, Iceland, Norway, Switzerland, the United Kingdom. 

 

What should I do if I am not at home at the time of delivery? 

In case of absence or impossibility of delivery of your package, DHL will contact you or leave a transit advice note indicating the procedure to follow to schedule a second delivery. In the event of a second absence during delivery, DHL reserves the right to drop off your package at the nearest drop-off centre, and will inform you of the terms and conditions for collecting your package. After the time allowed to collect your package, it will then be returned to us. 

 

What should I do if I don't receive my order? 

If you still have not received your package after 7 days and no delivery notice has been left for you, please remember to check the status of your package using the DHL tracking number sent by email. You can also contact customer service by email at customerservice.eu@icicle.com. 

 

What should I do if my product is damaged or if I have not received the ordered product? 

In these cases, please contact the customer service of the ICICLE online store by email customerservice.eu@icicle.com before returning the item so that they can give you instructions on the procedure to follow.

 

 

Return and refund

 

How do I return a product and how long do I have? 

The customer has a period of 14 working days from the date of receipt of his/her order. For any return, the procedure below must be fully respected:
1 – Formulate the request
Please contact us via email: customerservice.eu@icicle.com to make your return request.
2 – Preparing your return backage
Use the return label placed in your package, or provided by customer service. Make sure that the items to be returned are in their original condition, tags and packaging included. Place them in the box, and seal them with adhesive tape. Stick the return label over the original shipping label.
3 – Ship within 14 days from return request date
Schedule your pickup on the DHL Express website by going to Ship, then Schedule a Pickup, or contact DHL customer service by phone. 

 

How much does it cost me to return a product? 

Each order that is shipped via DHL includes a prepaid label allowing you to make your return at no additional cost. If you no longer have the prepaid return label, please contact us at the following address: customerservice.eu@icicle.com. 

 

How and when I will be reimbursed? 

The refund is made using the same method of payment as the one used at the time of the order. It is subject to the control of the articles within a maximum period of 7 days, once the return has been received. Once the return has been accepted, the refund will be effective according to the usual bank processing times. 

 

Return in store 

It is not yet possible to return a product purchased from our online store to a physical store. Please contact customer service for returns in store customerservice.eu@icicle.com. Our customer service team will contact you to help with your return.

 

Exchange 

If you wish to exchange an item, please first follow the return procedure for the item concerned. Please order your new item at the same time as you wish.