We offer a 30-day, hassle-free, money back guarantee. The 30-day period begins on the day your Jewelry were delivered. To be eligible for a return or exchange, items must be unopened, unused, undamaged (by you the customer) and accompanied by proof of purchase. Items must be in our possession, for you to be issued a refund. *We do not accept returns on Custom orders. We will not issue refunds for items in transit.  Ice and Gold does not cover lost or stolen items, or items delivered to an incorrect address due to customer error. Please note that customers are responsible for shipping costs of returned items, in such a case. If a product is delivered damaged, was faulty due to craftsmanship, or you received an incorrect item - we offer 100% refund.  If you haven't received your purchase, after 25 business days from dispatch. This has yet to happen, but if it does, simply contact us with your name, order number, and a summary of the issue. We will issue a full refund to the method of payment used, within 48 hours. If you do not see your refund within 5 business days, please contact your bank, as their processing time could affect this. If the bank hasn't received the funds, please contact us immediately, so we can correct any issues on our part. Your satisfaction is our only priority. To be eligible for a return, goods must be unopened, unused, undamaged (by you the customer), accompanied by proof of purchase and in our possession. For returns, click on Initiate A Return with the subject 'Returns' and include your order number, name and the reason for the return. We will provide the you with instructions of where to send returned goods. We strongly recommend that you get proof of postage when returning goods to avoid "lost packages" situations.  When the returned item is received and inspected, you will receive a confirmation email, notifying you on the status of the refund. If the refund is approved, then it will be processed and a credit will automatically be applied to customer's credit card or original payment method shortly after. If it isn't approved, we will ship the item back to you for free. Damages and issues  Please inspect your order upon receipt, and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Exceptions / non-returnable items  Certain types of items cannot be returned, like custom products (such as special orders or personalized items), or gift cards. Please get in touch if you have questions or concerns about your specific item. Order changes and cancellations  If your order has been paid, and you need to change or cancel it, you must contact us within 12 hours of when you placed the order. Once the creation, packaging and shipping process has started, it can no longer be canceled, or changed. We will be happy to issue a refund, or facilitate an exchange, once you return the item.  Exchanges  The fastest way to ensure you get what you want, is to return the item you have, and once the return is accepted, make a separate purchase for the new item.