FAQ – ICICLE

FAQ

FREQUENTLY ASKED QUESTIONS

 

ORDERS

 

PLACING AN ORDER

To shop ICICLE, browse the catalogue, collection or product directly on the website. More details o. By clicking on your desired size, you can add the item(s) to your shopping cart and proceed to the checkout.

Account

Having an account is not required to shop on ICICLE, however we advise you to register for an account in order to benefit from exclusive services to help manage your order history, delivery status.

Information on stock availability

The availability of products corresponds to the availability of products on our online shop. If you wish to be notified on the availability of an item, you may subscribe to the product back in stock notification by email, when available. Alternatively, you may contact our customer service team if you do not see a product that you are looking for on our website.

Checkout form: Contact details

When checking out, you are requested to verify your contact details, as they cannot be modified once your order is placed.

In order to avoid any delay in the preparation of your order, it is requested to fill the different fields without special characters.

Putting an item on hold

We do not offer the possibility of placing items on hold, all sales are subject to a first come first served bases as our exclusive products have limited quantity in stock.

 

CHANGING OR CANCELLING AN ORDER

 

Adjust or cancel an order once it has been placed

Once an order has been placed it is no longer possible to adjust, cancel or add  items to your order. We advise you to place a new order for the desired items and to request a return to our customer service for the incorrect item(s) once you have received it.

Cancelling an order

Once an order has been placed it is no longer possible to cancel it. Once you have received your order you may request a return to our customer service for the item(s). Once we receive your returned item(s), you will receive a confirmation notification by email and get refunded. We invite you to strictly follow the return procedure details to ensure a smooth management of your return.

 

AFTER THE ORDER

 

Order confirmation and status

You will receive an email to confirm your order as soon as the payment is approved. You can follow the status of your order in your account, or by following the detailed order link in the confirmation email.

Changing your contact details

If there are alterations needed to be made on contact and/or address information, you may reach out to our customer service team. Please be advised that longer delivery times may apply due to any changes made after your order has been placed.

Change your payment details

Once an order has been placed you can no longer change your payment details.

Changing your delivery address

To change your delivery address we advise you directly contact the carrier. Please be aware that changing your delivery address after your order has been placed may slow down your delivery process. We advise you to double check your delivery address before confirming your order.

 

SHIPPING

 

DELIVERY ZONES

ICICLE provides delivery service by DHL in selected European Union countries.

SHIPPING COSTS & METHODS

ICICLE offers express delivery for all orders and returns and make use of DHL for all locations with additional cost based on your location.

DELIVERY TIMES

Orders are processed from Monday to Friday, except public holidays. Express delivery by DHL is processed within 2 to 3 days.

 

TRACKING

Once your order has been processed you will receive an email confirmation with your tracking number to follow the status of your order. If you have an ICICLE account, this information will be accessible and saved on your account history.

 

Tracking your order

If you have any questions or concerns regarding the status of your order after it has been confirmed, please refer to the email notification with your tracking number or log on to your ICICLE account. If you have not received an email notification or you are having troubles logging in to your account, please reach out to our customer service team with your order number.

Delivery delay

Please allow 1-3 working days for your order to be processed. If you still have not received an email confirmation with your tracking number, please reach out to our customer service team with your order number. During peak periods you may experience longer delivery periods.

Rescheduling a delivery

If you need to reschedule your delivery for any reason, with the help of your tracking number, we advise you to get in touch with the carrier of your order to reschedule a delivery according to your availability.

 

PAYMENT

ICICLE accepts Visa, MasterCard and American Express credit cards.

Currency & Conversion rate

Prices are displayed in Euros for orders delivered in selected European Union countries

Charging date

Your bank account will be debited when your order is placed.

Tax refund

We do not offer tax refunds for products bought online.

Coupons

Please subscribe to our newsletter in order to be informed about coupons.

 

RETURNS

ICICLE offers free returns on any orders. Please refer to our return procedure and conditions for assistance on your return request. Alternatively, you can reach out to our customer service team with your order number.

 

RETURN CONDITIONS

ICICLE has a 14-day return policy: any unwanted items must be shipped to us within 14 days of receipt by using the return label provided by our customer service. We invite you to carefully read our return procedure as failure to comply could result in your order being returned to you without refund.
Items must be returned in perfect condition, exactly as they were sent, with the slip and seal still attached. All shoes must be tried on a padded surface until you decide to keep them. Please make sure that your package does not have any other shipping or tracking labels on it.

 

Damaged item

If an item received is classified as received damaged, you must contact our customer service team within 7 days of receipt with photographs and a detailed description of the damage.

Return from boutiques or to boutiques

If you wish to return an item purchased at our Parisian boutique, you may request a return by reaching out to us on boutique.georgev@icicle.com

 
It is not possible to return in store a product that has been bought on the website.

Exchanges

If you wish to exchange an item in your order, please proceed with ordering the desired item on our online shop and request a return for the item you would like to return.

 

RETURNS PROCEDURE

  1. Declare your return request

Please contact our customer service team if you’d like to request for a return.

  1. Return your item(s)

- Place the item(s) in the ICICLE packaging and the original shipping box, or any other solid carton box
- Close the box and tape it securely
- Make sure that your shipping box does not contain any other shipping or tracking labels on it. Use the return label provided by our customer service team and place it on the outside of the shipping box.

Organise the collection of your parcel on DHL.com: go to the section Shipping – Schedule a collection. You can choose a DHL place or DHL Pickup Point nearby you to drop off your box or plan the collection date and time

REFUND

Once we have received your return, a refund will be credited to the credit card of the original payment. Once the refund has been applied by ICICLE, you will receive an email notification with the refund overview. Please allow 14 days to issue your refund once your item has been received and approved.
If your order included shipping fees, they will also be refunded.

 

GARMENT INFORMATION

ICICLE sizing

Please refer to our size guide for information on the sizing of our garments or reach out to our customer service team.

Garment care

Garment care information could be found on the washing label of each product We strongly recommend you follow the garment care information to avoid any damages. Please reach out to our customer service team if you have any questions garment care information.

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