Online Returns Policy
The policy begins from the date of purchase. Items must be sent back within 30 days of the delivery date.
- Items must be unworn, show no signs of wear, and returned in their original packaging.
- All Personalized Item sales are final. We do not accept returns, exchanges or refunds for any personalized or one of a kind items unless defective or damaged. Please note, Icy Avenue reserves the right to refuse all returns.
- In the unlikely event that a product arrives not as described, we will only send replacements for damaged/missing/incorrect product within 14 days of receipt of package. Customer must include photos of the issue including the packing.
- We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of postage and/or return tracking number when shipping back your returns.
Returns are processed within 5-7 business days after your item(s) are delivered to us.
- Damaged, defective, or incorrect items must be reported within 7 days of delivery.
- This can happen if (1) an address is invalid or missing information, (2) the carrier is unable to deliver your package, or (3) the order is refused by the customer at time of delivery.
- Returned-to-Sender or Refused packages will be restocked and you will be issued store credit in the form of an E-Gift Card minus the initial shipping charge.
- We are unable to make changes to orders once they have been placed in our system. To ensure that your package is properly delivered, make sure that your address is entered correctly and includes all relevant information. The use of correct abbreviations, street numbers, building or apartment numbers, and route information (if applicable) are critical to ensuring delivery.
- We do not take responsibility for lost, misplaced, or incorrectly delivered shipments if the address information provided is incorrect at the time of purchase.
Reserved Rights Regarding Returns
We reserve the right to solely define and limit, refuse, and/or reject returns from customers at any time due to:
- An irregular or excessive returns history indicative of "wardrobing;"
- An irregular or excessive returns history involving worn, altered, laundered, damaged, or missing items; or
- Potential fraudulent or criminal activity.
Returning By Mail
To return by mail - Use your order packing slip to return by mail with the carrier of your choice. All returns must include an order packing slip that clearly indicates which items are being returned. If this is not filled out correctly, your return may experience issues in processing.
Depending on the shipping method and carrier selected, your return package may take several weeks to reach us if returning from an international location. Please allow 5-7 business days to process your return once it is delivered to our Distribution Center. Once your return is fully processed, we will issue you store credit for use on a future purchase.
Helpful Hint: Icy Avenue is not responsible for returns until they reach our Distribution Center. 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. Without proof of receipt and delivery, Icy Avenue will not issue store credit for your returns.
Other Return Info
- Late or missing refunds (if applicable): If you haven’t received a refund within 3-5 days, check with your bank. Make sure to contact your credit card company as well - it may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at email@example.com.
- In the event that we accept a return, you will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
- You should consider using a track able shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.