FAQ

It’s exciting to receive your Icewear parcel, but if you are not satisfied with your purchase, or if it doesn’t fit, you are welcome to return the item(s) at your own cost. Returned items must be shipped within 30 days of the purchase date. All returned goods must be sent back in the same condition as they arrived, i.e. unworn, with tags, clean and unwashed. For more information please visit: https://icewear.is/en-GB/terms-and-policies/return-policy.

If you receive a faulty item, please contact Icewear via support@icewear.is Please include photos of the item, a description of the defects, and your receipt, then the team can assess and resolve the issue.

There are two options for sending returns. Icewear doesn’t require you to use a certain carrier, both shipping options for returning items are paid for by the customer. You can use the pre-generated return label that is included in your package (note that a service fee of $35/€35/£30 will be charged), or you can choose your own preferred method to ship returns. For more information please visit: https://icewear.is/en-GB/terms-and-policies/return-policy.

Due to the high number of orders being processed Icewear cannot guarantee any changes to your order after it has been placed. However, you may contact the team to enquire if your desired changes are possible. Please contact Icewear at support@icewear.is as soon as possible after confirming your order and reference "Change order #123456" (insert the order number from your confirmation) in the subject line if you have questions or hope to make changes.

Due to low stocking and high order volumes Icewear does not exchange products. If you would prefer a different size or colour, return your unwanted item and place a new order. You can see more information regarding returning your order here: https://icewear.is/en-GB/terms-and-policies/return-policy.

All returned items are inspected immediately upon arrival into the warehouse. The refund process then takes 5-7 business days to complete.

You will receive an email with your tracking number as part of the order fulfilment process. You can then track your order via www.dhl.com/en/express/tracking.html or utilise the local DHL service mentioned in your message.

If for some reason your order was not delivered and was returned to Icewear, the order will automatically be refunded. If this happens, Icewear kindly requests that you place a new order. If your order was not rerouted back to Icewear and not delivered to you, please contact Icewear at support@icewear.is.

Icewear does not expect our customers to pay any extra fees for customs or taxes. All customs fees, including costs associated with tariffs, VAT, and TAX, are included within the shipping price. That way there are no nasty surprises or packages being held up. You can learn more about shipping costs here: https://icewear.is/en-GB/terms-and-policies/shipping-policy.

Worldwide shipping costs are calculated in the checkout process. The shipping fee depends on the total weight of your order and the shipping address location. Shipping costs, custom fees and taxes are calculated and included in shipping costs according to the receiving country’s laws.

Icewear do their best to process all orders within 24 hours and all orders are shipped from Iceland. All overseas orders are sent via DHL Express, and depending on your location shipping usually takes 3-5 business days. NB Icewear processes orders during office hours on weekdays, but not on weekends or Icelandic bank holidays.

Icewear ships worldwide. All available shipping options are available at checkout, and most shipments are securely sent promptly via DHL Express. Military bases with APO or FPO addresses tend to require shipments to be sent via international post (ground shipping). Icewear accommodate this requirement.

For best results Icewear always recommend usings the size charts available on the product page. Sizes that are shown are exact measurements (in centimetres and inches) of the product as though it were laid flat on a table. The best option is to measure a similar item in the same way that fits you well.

Icewear stock is regularly changing, new stock comes in frequently, however because it’s difficult to say exactly when certain products will be back in stock. Icewear recommends checking the site daily and signing up for the newsletter, to ensure you receive the latest news regarding new arrivals and restocked products.

Promotional codes and discounts are not applicable to Icewear products that are already reduced in a sale.

Yes, Icewear’s customer support is available from 9-3 UTC (Reykjavik) time every business day. Please check for Iceland holiday days if you don’t get through. However, most frequently asked questions are answered here.

Icewear accepts all major credit cards and PayPal.

It’s recommended to sign up for the Icewear newsletter. You will then receive updates on special discounts and sales as well as the latest news on special offers, new arrivals and restocked products.

Handwash only or use a dry cleaner to wash Icelandic wool. When handwashing, use lukewarm water and a specialist wool detergent. Soak the garment for about 10-15 minutes. Do not ever rub or wring. Rinse thoroughly, gently squeeze as much water out as possible. Lay the garment flat out on a towel and pull gently into shape. Don’t hang your Icelandic wool sweater up to dry because the additional weight of the water will stretch the wool and risk pulling the garment out of shape. More washing instructions and guidelines for Icewear product care can be found here: https://icewear.is/en-GB/help/wash-and-care

Please always read the care label for each garment or item. The care instructions can be found on the tag inside each garment. More washing instructions and guidelines for Icewear product care can be found here: https://icewear.is/en-GB/help/wash-and-care

Icewear offers special discounts to its loyal customers. You can join the club by creating an account, following Icewear on social media, and subscribing to the Icewear newsletter.

If you wish to place a wholesale order with Icewear, please contact sales@icewear.is who will direct you to the B2B sales manager.

Thank you for your interest in working with Icewear! Follow this link to discover how to apply for jobs at Icewear: https://icewear.is/en-GB/about-us/jobs

Influencers and photographers interested in collaborating with Icewear are asked to contact the team on social media or via support@icewear.is.

No, Icewear does not have any physical stores outside of Iceland. However, the online store www.icewear.is despatches worldwide. Icewear’s shipping costs include any custom fees and taxes according to the receiving country’s laws, so there should not be any surprises regarding extra charges to receive your Icewear item/s.

The phone numbers for all Icewear stores are here: https://icewear.is/en-GB/store.

Follow the link for all the physical Icewear stores including locations, opening hours, locations and phone numbers: https://icewear.is/en-GB/store