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RETURNS AND REFUNDS

Jewelry Returns

We feel pretty confident that you'll love your ICE.com purchase, but if you have concerns about your merchandise, you may send it back to us within 30 days of the original shipping date and we'll be happy to arrange an exchange, store credit, or a refund. All you need to do is call customer service (Toll-Free 1-800-539-3580) and we will take care of you. Please read through our policies below to answer any questions beforehand.

Bridal and Engagment Ring Returns

Bridal and engagement rings with an IGI© or GIA© Appraisal Certificate must be returned with the certificate. If the certificate is not returned with the bridal or engagement ring, your refund will be reduced by the amount of the replacement cost.**

What you cannot Return

Unfortunately, we are unable to accept certain items for return. These include:

  • Items which have been damaged or modified, beyond manufacturer defect
  • Items that are obviously used
  • Special orders made to customer specifications (custom product)
  • Products modified as per customer requests (resizing, engravings etc…)
  • Jewelry items returned after 45 days may not be accepted for return.
  • Items altered in color or appearance due to swimming pools (chemicals) or other environmental situations beyond our control.

What you can Return

  • We accept returns on items in new or unused condition** with the original packaging and materials.
  • Upon receipt of a returned item, our jewelers inspect the product’s condition for quality control.
  • After the product’s original condition has been verified, we will issue a refund, store credit or perform an exchange. Most refunds are processed within 7-10 business days of receipt.
  • Please note that if you simply do not like your purchased item, Ice.com will still refund your purchase cost within the 30 day warranty period, however Ice.com will not be able to assist you in covering the associated return shippping costs.
  • You have 30 days from the actual shipping date to make a return or exchange.
  • We must receive your returned item(s) within 45 days of the actual shipping date. If we receive your item 90 days after the original shipping date, we may refuse the return and ship it back to you. Return shipping fees may apply.

What you need to know

  • We inspect all returned items upon arrival.
  • Refunds will be in the original form of payment, except for wire transfers, which we will refund with a company check.
  • Your refund should arrive within three weeks (usually sooner), after the carrier issues your tracking number.
  • Refunds on purchases made with a credit card will only be credited to the same card.
  • Unless applicable, delivery charges are not refunded.
  • If you return a partial order, we will only refund you for the returned items .
  • Refunds will be applied to any unpaid balances first.
  • For exchanges and returns, if the product is not found to be defective, shipping fees may apply and/or a partial refund may be issued.

Make sure that you inspect your merchandise for damages that might have occurred during shipping. In the case that you receive a damaged or defective item, contact customer service immediately. 1-800-539-3580.

How to Return an Item

U.S. Customers

  1. Call our Customer Service Department 1-800-539-3580 to obtain return shipping instructions and a return authorization number (RAN). Please read the information on the back of your original shipping document and enclose it with your purchase in the original packaging. Re-pack your product with the RAN number, original shipping document, in the original packaging. If you do not have your original shipping document, please print and complete the return purchase form. Unfortunately, we cannot accept any returned merchandise without a RAN, so please be sure to enclose this number with your return item(s).
  2. Bring your package to a UPS location for delivery to our return facility.

Canadian Customers

  1. Call our Customer Service Department 1-800-539-3580 to obtain return shipping instructions and a return authorization number (RAN). Please read the information on the back of your original shipping document and enclose it with your purchase in the original packaging. Re-pack your product with the RAN number, original shipping document, in the original packaging. If you do not have your original shipping document, please print and complete the return purchase form. Unfortunately, we cannot accept any returned merchandise without a RAN, so please be sure to enclose this number with your return item(s).
  2. Please bring your package to a Canada Post location for delivery to our return facility..

Exchanges and Store Credit

  • ICE.com customers seeking to make a return may elect to receive an exchange or store credit in lieu of a refund. To receive store credit or to make an exchange, simply call our Customer Service line to initiate this transaction.
  • Customer Service representatives will help you arrange return shipping and place an exchange, or store credit request. Once ICE.com receives a return item, we will arrange for your exchange to be delivered or provide you store credit you can redeem for a future transaction (up to 1 year from the return date).
  • Store credit may be used to purchase any item(s) on ICE.COM for the full or partial amount of the credit. Customers who receive store credit for a return have 1 year from the date of return**** to redeem credit(s). After 1 year, any unused credit(s) will expire. Expired credit(s) cannot be refunded to the customer and ICE will be unable to process a return for the original returned item(s).

Jewelry Repair Services (Repair Service After Warranty Period)

Accidents happen. If you damage your jewelry in any way after the warranty period, we can repair it for you! We offer excellent repairs at competitive prices.

To request a repair, please refer to the information below:

  • Contact customer service (1-800-539-3580) to initiate the repair process.
  • Ice.com will send you a prepaid label that you can confidently use to send the item to us. This ensures that your item is safely and promptly returned for repair, at a minimal cost.
  • Once we receive your item, our jewelers will appraise the damage and estimate the necessary cost of repair.
  • We will contact you with the repair cost within a week of receiving your repair order.
  • If you accept the estimated costs, only then will we charge your account and proceed with the repair(s). Return shipping and handling costs will be included in your cost estimate.
  • Ice.com will ship your repair back to you once repairs and final repair costs have finalized.

Please note:
Silver items are not resizable or repairable, but we are able to remount or replace stones.
We cannot give you an estimate for the cost of a repair before we examine your item in detail. Every repair order is different and costs are solely dependant upon the necessary repairs to each unique item.

    **Without scratches, marks or damage, and no alteration or resizing of the item
    **IGI &/or GIA Certificates provide internationally-recognized validity as to the quality and value of our bridal and engagement rings. When returning a bridal or engagement ring, any provided certificate must accompany the returned item(s). If a ring is returned without the certificate, ICE will decrease the amount of refund by the associated amount of replacement of the certificate. Please be advised that replacement costs may vary, but most start at $99.00 and beyond.
    ***The original shipping date refers to the date the item is shipped from ICE to the customer. ICE grants a grace period of one week (7 days) whereupon the customer actually and/or potentially receives the delivered purchase item(s); this is considered the actual shipping date. ICE recognizes the actual shipping date to be 7 days after the original shipping date and will accept returns according to the warranty extended from the actual shipping date.
    ****Store credit expires 1 year from the actual date of return. ICE marks the actual date of return as the date ICE receives the return item(s). (i.e. A customer sends a return on April 2nd, ICE receives the return on April 7th. ICE considers April 7th as the actual date of return, and recognizes credit for 1 year through April 7th of the following year.)