Frequently Asked Questions

WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.

If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case. 

In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.

YOU CAN RETURN YOUR ORDER, IF :

• Your order arrives broken or damaged.

If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweler and we will cover all fees associated with the repair. 

• You received the wrong item, size or color.

You can return the item for free and we'll send you the correct item.

YOU CANNOT RETURN YOUR ORDER, IF :

• You purchased the wrong size

If your necklace or bracelet is too small, You can purchase extra links from us and take the item to a local jeweler who can extend it. If your necklace or bracelet is too big, you can take it to a local jeweler and they can shorten it. If your ring does not fit, you can take it to a local jeweler for resizing.

• You do not like the item due to any personal reasons.

We are not responsible for any of your personal reasons.

• The item is scratched, discolored, or tarnished AFTER delivery.

We are NOT responsible for any damage that happens to the item when you're wearing it. To avoid this, please wear your jewelry with care. If your item does scratch, tarnish or fade, you can take it to a local jeweler for replating and it will look brand new once again.

• Diamonds fall out or become loose AFTER delivery.

If diamonds are missing, we can ship you some additional diamonds and you can take the item to a local jeweler who can fix it for you.

• Your chain twists, gets tangled or does not sit right.

It's normal for chains and necklaces to twist or get tangled. To avoid this, you need to first lay the necklace flat on a table, then pick it up from both ends and without twisting, lock it behind your neck. It may take a few tries, but doing this will make sure your chain sits correctly and straight. Here is a YouTube tutorial video that explains this process.

• The bail of your pendant does not fit your chain or necklace.

You can purchase a new bail from us and take it to a local jeweler for fitting.

If you encounter any of the problems above, please contact us via our return portal! We will do our best to provide you with a solution.

Yes. We've partnered with Affirm to offer monthly payments for up to 36 months without any interest or fees. See if you qualify for financing!

Step 1: Reach Out to Us

You have several ways to initiate your custom project with us:

Option 1: Send us a Direct Message on Instagram @icecartel

Option 2: Fill out our free custom jewelry form for a quote.

Step 2: Specify Your Design

Tell us exactly what you want to have as the design for your piece or let our team of specialists find a design for you.

Pro Tip: The more reference images you can provide, the better. If you don't have any, we'll send you examples to help guide your choice of style.

Step 3: Review and Confirm Quote

Once we understand your requirements, you'll receive a quote for your custom pendant. If you decide to proceed, a downpayment of $100 is required.
 

Step 4: Initial Design Concepts

After confirming the quote and making the downpayment, our design team will create multiple initial design concepts for you within 24-48 hours.

Step 5: CAD Design

Once you're happy with an initial design concept, we'll proceed to the detailed CAD Design phase. This stage also takes about 24-48 hours, and you have unlimited revisions until you're completely satisfied.

Note: The initial $100 downpayment will be deducted from the final cost of the pendant.

Step 6: Final Payment and Production

After the CAD design is finalized, we'll request the remaining payment. Then our production team will begin crafting your custom piece.

Step 7: Stay Updated

We'll keep you in the loop during production, sending you images of the progress.

Step 8: Delivery

The production process usually takes between 1-2 weeks, and shipping takes approximately 4 days via DHL.

We're excited to work with you on your custom piece! Feel free to reach out if you have any questions or need further information.

To track your purchase in realtime, please go to our order tracking page.

In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.

ICECARTEL is incorporated in Wyoming, USA. We have offices in Brooklyn, New York. We currently have warehouses in USA and Hong Kong.

Our NY Showroom is appointment only and by minimum budget of $100k per client. Contact us to visit!

We are fully committed to creating and providing the best standard of jewelry, which is why we offer the ICECARTEL Guarantee for all purchases of jewelry. 

If your product arrives damaged or has any manufacturing defect during arrival, our guarantee entitles you to a one-time replacement of the piece - free of charge. 

This Guarantee is voided under any user damage issues (scratches and accidental breakage).

ICECARTEL Guarantee does not cover lost or stolen items.

Every order includes a custom ICECARTEL jewelry box, designed for safekeeping and storing your jewelry.

To keep your jewelry in pristine condition, you should:

- Not wear jewelry during workouts

- Avoid expoosure to harsh chemicals (chlorine, salt water)

- Avoid wearing multiple pieces of jewelry at the same time, as this can cause scratching.

- Clean your jewelry with water and a cleaning cloth.

Full jewelry care guide

In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:

1. Your order number
2. The name of the item you did not receive
3. The name of the item you received
4. A clear photograph of the item you have received.

Once we’ve received the above info, our Customer Success team will get this sorted for you ASAP!

Unfortunately, discount codes cannot be applied retrospectively after an order has been placed.

Because orders are sent for processing within minutes of being place, we are unable to make any changes to your order once you’ve hit the ‘order now’ button, this includes the following:

1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method

If you've entered the wrong information during checkout, please contact us immediately!

We are unable to cancel an order after it’s been placed, as they are sent to our warehouse for processing within minutes of being placed.

if you placed the order by mistake or don’t want the items you can go through the returns process to send your order back to us.

If you've ordered the wrong size or color, please contact us immediately. 

Most in-stock items ship directly from our offices in Brooklyn, New York.

In case of limited stock, orders are being shipped from our overseas warehouses in Europe and Hong Kong using Fedex and DHL. This does not affect the delivery time.

Processing Time

Processing time differs from product to product. Some in-stock items can be shipped out within 48 hours, while custom orders and made-to-order items may take 3-4 weeks. Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details and the projected delivery date. 

Shipping Time

Orders ship Monday through Friday. Orders are not being shipped during weekends.

USA, UK, Canada Delivery Time:

Fedex/DHL: 4-7 business days

International Delivery Time:

Fedex/DHL: 5-9 business days

To track your purchase in realtime, please go to our order tracking page.

To track your purchase in realtime, please go to our order tracking page.

In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.

We process a high volume of orders every day, and sometimes orders can get damaged during shipping. 

In case you receive a damaged item, please contact us immediately and we will provide you with a replacement.

Before requesting to exchange your order, please read our refund policy.

To allow us to resolve your exchange as quickly as possible, we’ve implemented a quick & simple returns process online. Follow the steps below to process your return.
 

1. To start your return, head to our returns portal.
2. Complete the return form and send us your submission.
3. Our team will review your request within 1-2 business days and get back to you.
4. If approved, we will send you a prepaid return label that you can use to return your order.
5. Print your return label and attach it to the outside of your shipment. 
6. Done! Your return is now ready to be taken to your chosen USPS drop-off point.

• Please declare the value of the shipment at $60-$80, otherwise you might be required to pay the tax associated with import/export.

• All items must be in the original packaged condition for us to accept your return. If your order is returned to us without all of the original packaging, your exchange or refund will not be processed. 

• We are NOT responsible for returns that are lost during transit. We will not compensate your return if it does not reach us.

• We do not cover shipping fees for any returns.

• We only accept returns shipped by USPS. Please send us the tracking number as soon as possible so our team can locate your shipment as soon as possible.

We aim to process your refund within 5 working days from receipt of the return to our warehouse. After we have sent your refund, you will receive an email notification.

Please note it can take a further 5 working days for the funds to clear into your account. This processing time depends on your bank so please contact them directly if 5 working days have passed and you have not received the funds.

WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.

If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case. 

In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.

YOU CAN RETURN YOUR ORDER, IF :

• Your order arrives broken or damaged.

If your order arrives damaged, you can send it back to us for repairs, OR you can take it to your local jeweler and we will cover all fees associated with the repair. 

• You received the wrong item, size or color.

You can return the item for free and we'll send you the correct item.

YOU CANNOT RETURN YOUR ORDER, IF :

• You purchased the wrong size

If your necklace or bracelet is too small, You can purchase extra links from us and take the item to a local jeweler who can extend it. If your necklace or bracelet is too big, you can take it to a local jeweler and they can shorten it. If your ring does not fit, you can take it to a local jeweler for resizing.

• You do not like the item due to any personal reasons.

We are not responsible for any of your personal reasons.

• The item is scratched, discolored, or tarnished AFTER delivery.

We are NOT responsible for any damage that happens to the item when you're wearing it. To avoid this, please wear your jewelry with care. If your item does scratch, tarnish or fade, you can take it to a local jeweler for replating and it will look brand new once again.

• Diamonds fall out or become loose AFTER delivery.

If diamonds are missing, we can ship you some additional diamonds and you can take the item to a local jeweler who can fix it for you.

• Your chain twists, gets tangled or does not sit right.

It's normal for chains and necklaces to twist or get tangled. To avoid this, you need to first lay the necklace flat on a table, then pick it up from both ends and without twisting, lock it behind your neck. It may take a few tries, but doing this will make sure your chain sits correctly and straight. Here is a YouTube tutorial video that explains this process.

• The bail of your pendant does not fit your chain or necklace.

You can purchase a new bail from us and take it to a local jeweler for fitting.

If you encounter any of the problems above, please contact us via our return portal! We will do our best to provide you with a solution.