We want you to feel comfortable and confident when shopping at HelloIce, that’s why we offer a 45-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 45 days from the delivery date.


Return & Exchange Conditions

1. Items returned without authorization will not be accepted.

2. The time frame for return & exchange must not exceed 45 days from when the original order was received.

3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.

4. When returning or exchanging items, customers must use a shipping method that has tracking on it. Returns or exchanges with no tracking will not be processed.

5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.


Non-Refundable Items

1. Final Sale items are not refundable or exchangeable.

2. Personalized items with “engravings” and “photos”, such as rings, necklaces and bracelets, are non-refundable.

3. Special order items such as those with custom sizes and colors are not refundable. (Custom sizes are those that charge extra $20)

4. Items without jewelry tag or that have been worn, damaged or altered are not refundable, and will be returned to the customer at their expense.

5. Items that were worn, or sent to you as Replacement/Exchange are not refundable.

6. Customers will only be charged once at most for shipping costs (this includes returns); No-restocking to be charged to the consumers for the return of the product.


Refunds

Returns will be processed within 5 days upon receipt of your package. The refund will be issued to your original payment account or in the form of store credit as you requested.

Please Note:
* If you want the refund to be issued to your original payment account, please contact one of HelloIce representatives (support@helloice.com) to get an authorization.
The standard shipping rate before discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.

HelloIce will reimburse customer $10 as the return shipping fee via store credit under the following circumstances.

1. Customer received the wrong item.

2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact HelloIce within 48 hours of receiving their order.)

Here is return address: Jewelry Town, Guangzhou, GUANGDONG 511400