Q: I've received a faulty item, what do i do?

In the event you have received a faulty item, please contact info@icebrooks.com within 7 days of the item(s) arriving before sending the item back to us. Please include the following information and we will advise the next steps: Your order numberWhich item is damagedA description of the problemPhotographic evidence

Question 1

UK Delivery

Accepted Answer

UK DELIVERYStandard Delivery (2-5 Days, Royal Mail) - £2.99Express Delivery (1-2 working days) £3.99Shipping informationPlease note that during busy periods shipping times may be affected and you may have to check with your preferred courier as to their deadlines.We offer tracked delivery (select it at checkout)All orders are shipped directly from our UK warehouse within 24-48 hours of the order being placed.Orders received on weekdays before 16:00 GMT will be shipped out the same day. Orders placed after this time will be sent the next day. Orders placed on the weekend will be shipped out Monday.The estimated shipping time begins from the day your order is despatched.Please note that we are unable to make any changes or cancellations once the order has been placed. Once the order has arrived, please contact us on info@icebrooks.com&nbsp;if you have any questions.

Question 2

How do I track my order?

Accepted Answer

If you are in the UK, you can use the tracking number to track via Royal Mail. Simply copy and paste the tracking number into&nbsp;https://www3.royalmail.com/track-your-itemYou can track your order using the link provided in your despatch confirmation email.Due to COVID-19, there may be some delays from couriers. If your order tracking isn't updating, it's a common issue and don't worry your order is still processing. Please allow up 10 working days (excludes weekends).&nbsp;For orders shipping outside of the UK, you can track your order via Royal Mail but then you can continue to track it further via your local postal service website once it reaches the destination country (eg. USPS, Deutsche Post).

Question 3

Can I exchange my order?

Accepted Answer

You may exchange your purchase within 14 days of the items arriving. Please note all items must be unworn with original packaging in order to receive an exchange.

We will send the first exchange from our warehouse for free. For any subsequent exchanges, we will ask you to pay the cost of delivery.

Please note we are not responsible for paying any customs charges (import duty or tax) on any exchanges. You will be responsible for all costs and charges associated with returning your order. We recommend you return your order via a tracked shipping method, or request a proof of postage receipt, as we cannot exchange lost returns.

Please email info@icebrooks.com with your order number if you would like to return your item

To qualify for an exchange:

Items must be unworn (apart from trying on).
All tags, clips, and packaging must be included

Items that do not meet these requirements are not eligible.

Question 4

How do I return my order?

Accepted Answer

If you are unhappy with your purchase or would like to return your items, please send your item(s) back to our warehouse.

Your return needs to arrive back to our warehouse within 14 days (UK orders) or 30 days (Rest of World) of cancellation. It is your responsibility to send the item/s back to Icebrooks warehouse if you require a refund or an exchange.

To process a return, please follow these simple steps:

Mail your return to:

Icebrooks Returns

2a St Martin's Lane

York

YO1 6LN

Icebrooks does not provide pre-paid return labels; you will be responsible for covering the shipping costs to return.

Depending on the shipping method and carrier selected, your return package may take several days to reach us.

Please allow 7 business days to process your return once it is received by our warehouse. This can take up to 10 business days in sale periods.

Icebrooks items must be returned by mail.

We offer refunds to your original payment method on all full priced items returned to us within 14 working days from the date of your delivery.

Store credit on an e-gift card is offered for any returned sale item or items purchased using a discount code.

Klarna returns are processed inline with our returns policy.

Helpful Hint: Keep your proof of postage and ship your return along with a tracking number as we are not liable for return packages that are lost or stolen in-transit.

OUR RETURNS POLICY

Returns must adhere to the following:

● Items must be returned in their original packaging
● Items must not contain any evidence of wear, stains or odours
● *If the above is not adhered to when you make the return. Icebrooks reserves the right to return the item back to you.

Question 5

I've received a faulty item, what do i do?

Accepted Answer

In the event you have received a faulty item,&nbsp;please contact info@icebrooks.com&nbsp;within&nbsp;7 days of the item(s) arriving before sending the item back to us.&nbsp;Please include&nbsp;the following information and we will advise the next steps:&nbsp;&nbsp;Your order numberWhich item is damagedA description of the problemPhotographic evidence&nbsp;

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