FAQ

If you receive your Icewear product and are not satisfied with your purchase or it doesn’t fit, you are welcome to return the item(s) at your own cost. We accept returns that are shipped within 30 days of receiving them. Goods must be returned in the same condition as you received them, i.e. with hang-tags, un-worn, clean and un-washed. For more information check return policy.

Icewear accepts online returns that are shipped back to Iceland within 30 days of them being delivered/received by the costumer.

If you receive a faulty item please contact us a support@icewear.is and send us photos of the item, defects and receipt so we can assess the matter.

We don't make any requirements on what shipping courier our customers use to make their returns. We do however recommend using a trackable insured service for your safety. You can create a return label at https://www.icewear.is/returns, note that a service fee of $35/€35/£30 will be charged. For more information see https://www.icewear.is/return-policy.

Due to high order volume, Icewear cannot guarantee any changes after placing your purchase. Please contact us at support[at]icewear.is as soon as possible and write "Change order #123456" in the subject line if you have questions.

Icewear does not exchange products, due to low stock and high order volume. If you would like a different size or color, please return your unwanted item and place a new order. You can see more information regarding returning your order here: https://www.icewear.is/us/return-policy

Returned items are inspected upon arrival in the warehouse. The refund process then takes 3-5 business days to complete.

After placing your order, you will receive an e-mail with your tracking number. The tracking number can also be found in your Icewear account. Using your tracking number, you can follow your order on www.dhl.com/en/express/tracking.html

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

Icewear does not expect our customers to pay any extra fees for customs or taxes. All customs fees, such as VAT and TAX, are included in the shipping price. More information regarding shipping can be found here: https://www.icewear.is/us/shipping-policy

Worldwide shipping costs are calculated in the checkout process. The shipping fee depends on the location of the shipping address and the weight of the total delivery. Included in shipping costs are also any custom fees and taxes according to the receiving country’s laws.

All orders are shipped from Iceland. Icewear does our best to process orders within 24 hours of being placed. All orders sent abroad are shipped with DHL Express and shipping usually takes 3-5 business days, depending on the customer’s location. Orders are processed during office hours on weekdays, but not on weekends or Icelandic bank holidays.

Icewear ships worldwide with DHL Express, except for to Russia, Ukraine, and military bases with APO or FPO addresses. Packages to these destinations are sent by international post (ground shipping).

We are regularly receiving shipments, however it´s difficult to say exactly when certain products will be back in stock. We recommend to sign up to our newsletter, we can then send you the latest news on new arrivals and restocked products. https://www.icewear.is/newsletter

We always recommend using our size charts for best results. You can find our size charts in the photo gallery of each and every item. Scroll through the pictures of a product until you find the chart. The sizes that are shown on this chart are exact measurements (in CM) of the product you are looking at as if it were laid flat on a table.

Icewear does not extend discounts and promo codes to products which are already on sale.

Icewear´s customer support is available from 9-3 UTC (Reykjavik) every business day. Most frequently asked questions are answered here.

Icewear accepts all major credit cards and PayPal.

For updates on special discounts and sales we recommend to sign up to our newsletter, we can then send you the latest news on special offers, new arrivals and restocked products. https://www.icewear.is/newsletter Please notice that discount codes are valid one time only and will not add discount to products that are already on sale.

Handwash only or use a dry cleaner that has the properties and care requirements needed to wash Icelandic wool. Use lukewarm water and a special wool soap. Do not use any soap that contains dyes or perfumes. Soak the garment for about 10-15 minutes. Do no rub or wring. Rinse thoroughly in lukewarm water. Squeeze as much water as possible and then wrap it in a towel and squeeze again. Do not wring or rub the garment. Lay the garment flat out on a towel and pull gently into shape. Do no hang your Icelandic wool sweater, since the weight of the water will stretch the wool. Best course of action is to fold the sleeves across the body of the sweater, so they don’t stretch. Icelandic wool needs rare washing due to its natural anti-bacterial abilities. More washing instructions and guidelines for Icewear product care can be found here: https://www.icewear.is/us/product-care

Please read the garment’s care label thoroughly before washing. 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://www.icewear.is/us/product-care

You can find our terms of service here: https://www.icewear.is/us/terms-of-service

Icewear values privacy highly and respects the rights of individuals as well as ensuring that processing of Personal Data is in accordance with current regulations and best practices at any given time. Our full privacy policy can be found here: https://www.icewear.is/us/privacy-policy

Icewear uses cookies to make the website function properly and to distinguish you from other users of our website. Cookies also help us to provide you with better experience and to provide you with the most relevant products. Our full cookie policy can be found here: https://www.icewear.is/us/enable-cookies/

Icewear sends offers and special discounts to its loyal customers. You can join the club by creating an account here https://www.icewear.is/us/customer/account/create/

We are glad to hear you are interested in working with Icewear. Please send your information to support@icewear.is and we will be in contact.

To make a wholesale order with Icewear please contact support@icewear.is to direct you to our B2B sales manager.

Thank you for your interest in a job at Icewear. Please use the following link for information on how to apply for a job at Icewear: https://www.icewear.is/us/job-application

Unfortunately, we do not have any physical stores out of Iceland. However, our online store www.icewear.is ships worldwide. Our shipping costs include any custom fees and taxes according to the receiving country’s laws, so there should be no extra charges upon arrival.

Phone numbers for all of our stores can be found here: https://www.icewear.is/us/store/

Please click here to find opening hours, locations and phone numbers for all of our stores. https://www.icewear.is/us/store/