Return & Exchange Policy

At ICY, we stand behind the quality, craftsmanship, and brilliance of every piece we sell. We want you to feel confident and proud when you shop with us. While we aim to get it right the first time, we understand that sometimes adjustments are needed. Please read the following return and exchange terms carefully before making a purchase.

📦 GENERAL RETURN POLICY

ICY accepts returns on eligible, non-custom jewelry within 7 calendar days of the date your order is delivered.

To qualify for a return:

  • The item must be in new, unworn condition with no signs of wear, scratches, damage, or alteration

  • The item must be returned in its original packaging, including branded box, protective case, authenticity card (if included), and all tags

  • A proof of purchase (order confirmation or receipt) must be provided

  • Custom or made-to-order jewelry is not eligible for return

Returns that do not meet these requirements may be subject to partial refund, restocking fees, or rejection.

❌ ITEMS NOT ELIGIBLE FOR RETURN

Due to the personalized nature and time-intensive process of crafting custom jewelry, the following items are non-returnable and final sale:

  • Custom pendants, nameplates, or logo pieces

  • Engraved jewelry

  • Made-to-order designs or items with customer-provided design inputs

  • Items purchased on clearance, marked as “final sale,” or discounted over 30%

  • Gift cards and promotional items

  • Items returned without original packaging or documentation

If you are unsure whether your item is eligible, contact support@icyjewels.com before initiating a return.

🔁 EXCHANGE POLICY

We offer exchanges on eligible non-custom items within 7 days of delivery for the same item in a different size, length, or color (subject to availability).

To be eligible:

  • Item must be in the same pristine, unworn condition as when received

  • You must submit your exchange request in writing via email before shipping the item back

One exchange per item is permitted. Subsequent exchanges are not allowed. Exchanges are not accepted on custom items.

💲 REFUNDS

Once your return is received and inspected:

  • If approved, a refund will be issued to your original payment method

  • Please allow 5–10 business days for the refund to reflect on your account, depending on your bank or card issuer

  • Original shipping fees are non-refundable

  • If the item is returned damaged or without original packaging, a restocking fee (up to 30%) may apply

📩 HOW TO REQUEST A RETURN OR EXCHANGE

To begin your return or exchange, email support@icyjewels.com with the following:

  1. Your full name and order number

  2. The reason for return or exchange

  3. Clear photos of the item (especially if there is a defect or issue)

  4. Whether you are requesting a refund or exchange

After we review your request, we’ll email return instructions, including the correct return shipping address. Returns sent without approval will not be accepted.

Note: You are responsible for the return shipping cost unless the item was damaged or incorrect upon delivery.

🔧 DAMAGED OR INCORRECT ITEMS

If your item arrives damaged or you received the wrong product:

  • Notify us within 48 hours of delivery

  • Email support@icyjewels.com with your order number, photos of the item, and packaging

  • We will arrange for a replacement or refund at no additional cost to you

Please inspect your items immediately upon receipt. Claims submitted after 48 hours may not be honored.

🚫 REFUSED OR UNCLAIMED PACKAGES

Packages that are refused at delivery or returned to us due to being unclaimed will be refunded minus original shipping costs and a 15% restocking fee. If you'd like it re-shipped, you’ll need to pay for new shipping.

📦 CUSTOM ORDERS & FINAL SALE POLICY

All custom jewelry is final sale due to the nature of the work involved — from the hand-drawn design to the 3D mold, stone setting, and polishing. These items are built specifically for you and cannot be resold.

We maintain a detailed approval process before production begins, including:

  • Customer-signed design confirmations

  • Digital mockup approvals

  • Final sizing and material verification

Once a design is approved and production has started, no cancellations, refunds, or changes can be made.

🕐 POLICY CHANGES

ICY reserves the right to update this Return & Exchange Policy at any time to reflect business, legal, or customer service changes. Updates will be posted on this page with a revised effective date.