Returns & Exchanges


We accept returns on certain items. You are free to return unopened items in the original packaging within a period of 7 days of getting your purchase with the receipt or proof of purchase. After 7 days of receiving your purchase, we cannot offer you any refund.


Upon getting the returned item, our team will thoroughly examine it and notify you through your email with us, within a reasonable period, whether you are entitled to any form of return/exchange. If we confirm that you are entitled to a return, we will refund your purchase price, with a credit automatically applying to your original payment method.

In addition, as highlighted in our FAQs section, our products are delicate and need to be treated as such. We advise against excessive use of chlorine water and any contact with bleach and other chemicals/soaps/perfume, which can lead to corrosion on the pieces over time. The jewellery needs to be well-maintained. We do not offer any refund/return/exchange on any pieces that have been tarnished or faded due to the customer's mistreatment.

Refunded may not apply to regular priced items. Sale items are non-refundable.

If you would like to follow-up on the status of your return, please contact us at


No Refund on Custom Pendants

IcedHQ doesn't accept any form of return or exchange on custom pendants purchased as they are commissioned and created based on your requirements and cannot be resold.

Nevertheless, you may contact us with details of the product and the defect if you receive a defective item. Upon receipt of the returned product, IcedHQ will thoroughly examine it and notify you via the email you shared with us, within a reasonable period, whether you are entitled to a replacement due to the defect on the custom pendant. If we think you are entitled to any replacement or refund, we will replace the product.

Please note we will need to be notified within 7 days of receiving the custom pendant of any defects as any defects after this period will be considered caused by negligence.


Return Shipping

Kindly note that returns exclude any shipping and handling charges displayed on the packaging slip or invoice. You are required to pay any shipping charges for all returns. In addition, you are fully responsible for any damage or loss to hardware during shipment. IcedHQ doesn't guarantee any receipt of your returned item. No shipping and handling charge is refundable. Any amount refunded excludes the cost of shipping.