FAQ

Thank you for choosing IceLuxe.
We have compiled a list of frequently asked questions from our customers—both before and after placing an order.

Find information here regarding shipping timelines, returns and exchanges, sizing, materials, payment methods, and other details you may want to know before making a purchase.

About Your Order

Can I cancel my order after it has been placed?

As a general rule, we do not accept cancellations after an order has been placed.

At IceLuxe, we begin processing and preparing your order for shipment as soon as it is confirmed.
Before placing your order, please ensure that the product name, color, size, and delivery information are all correct.

Can I change my order details?

It may not be possible to change the color, size, product selection, or delivery information once an order has been placed.

If you notice an error, please contact us as soon as possible.
If the processing or preparation for shipment has already begun, we may be unable to accommodate any changes.

I haven't received an order confirmation email.

Once an order is placed, an order confirmation email is automatically sent to the email address you provided.

If you have not received it, please check the following:

・Check your spam/junk mail folder.
・Verify that the email address you entered is correct.
・Check if your email settings are blocking the message.

If you still cannot find it, please contact us via our inquiry form.

About Delivery

When will my order arrive?

For products from IceLuxe, we begin processing your order after it is placed and ship items sequentially.

As a general guide, the delivery process follows the steps below.

Product procurement: Approximately 7 to 10 business days.
International shipping: Approximately 5 days.
Domestic delivery: Approximately 1 to 2 days.

Generally, it takes approximately 2 to 3 weeks from the time an order is placed until it is delivered.
Please note that this timeframe may vary depending on order volume, shipping conditions, customs clearance, weather, or holiday periods.

Why does delivery take some time?

At IceLuxe, we procure and prepare items for shipment only after an order is placed to ensure that your products reach you reliably.

Unlike items available for immediate dispatch, this process may require more time; however, we handle the procurement for each item as efficiently as possible.
If you are purchasing an item as a gift or need it by a specific date, we recommend placing your order well in advance.

Can I track my order after it has been shipped?

Once your order has been dispatched and a tracking number is generated, we will notify you via email.

Domestic deliveries are handled by Sagawa Express.
It may take some time after you receive the shipping notification for the tracking number to become active in the system.

How much is the shipping fee?

Shipping fees may vary depending on the specific product, ongoing promotions, or the total order amount.
The final shipping cost will be displayed at checkout.

What should I do if I entered the wrong shipping address?

If you notice an error in your shipping address, please contact us as soon as possible.
Please note that additional charges may apply if an order is returned to us or requires redelivery due to an incorrect address, long-term absence, or refusal of delivery.

Returns and Exchanges

Can I return an item?

Due to hygiene standards and the nature of our products, we do not accept returns or exchanges based on customer preference.

We cannot accept returns or exchanges for the following reasons:

・The item does not match your expectations
・Incorrect size selected
・Incorrect color selected
・The item is no longer needed after the order was placed
・The item did not arrive in time for a specific date or event
・Minor variations between individual items

Before making a purchase, please be sure to check the product images, size, color, materials, and estimated delivery timeframe.

Can I exchange an item if it arrives defective?

In the unlikely event of an initial defect or an incorrect item being delivered, we will provide an exchange.

Please contact us within [7] days of the item's arrival, providing the following information:

・Order number
・Your name
・A photo or video showing the defect
・A full-view photo showing the condition of the item

Once we have reviewed the information and confirmed an initial defect, we will proceed with an exchange.

Can I exchange an item after it has been used?

Items that have been used, items for which more than [7] days have passed since delivery, or items that are damaged, soiled, or missing parts are not eligible for exchange.

Please check the condition of your item as soon as possible after it arrives.

Are minor scratches or slight variations between individual items considered defects?

Due to the manufacturing or shipping process, there may occasionally be minor scratches, slight color variations, or small differences between individual pieces; these do not affect the item's usability.

If there is clear damage or an issue that hinders the use of the product, please contact us within [7] days of delivery.
We will assess the condition of the item and determine whether an exchange is possible.

About the Products

What kind of accessories does [IceLuxe] offer?

[IceLuxe] is an online shop specializing in statement accessories with a bold, eye-catching design.

We offer items such as necklaces, bracelets, rings, and earrings that can transform the look of your outfit.
Our selection focuses on designs suitable for everyday wear, as well as for street-style, high-fashion, or gift-giving occasions.

What are the materials used?

Materials vary by product.
Please check the product page for details—including materials, color, and size—before making a purchase.

Examples: 316L, 18KGP,Moissanite, S925, etc.
*Materials used vary depending on the item.

Can I wear these if I have a metal allergy?

Because reactions to metal allergies vary from person to person, we cannot guarantee that these items will not cause an allergic reaction in everyone.

If you have sensitive skin or are concerned about metal allergies, please review the material information on the product page and make a decision based on your own physical condition.
If you experience itching, redness, or any discomfort, please discontinue use.

Is it okay if the items get wet?

To keep your accessories in good condition for as long as possible, please avoid exposing them to water, sweat, perfume, hair products, cosmetics, or skin oils.

After wearing, we recommend wiping them gently with a soft cloth and storing them in a place with low humidity.
Wearing items while bathing, using a sauna, swimming in the sea or a pool, or exercising may cause discoloration or deterioration.

Is there a way to prevent discoloration?

After use, wipe away any sweat or skin oils and store the items in a way that minimizes exposure to air and moisture to help keep them in good condition.

Gold-colored or plated items, in particular, can be sensitive to friction, moisture, cosmetics, and perfume.
Taking care of your items after wearing them will help you enjoy them for longer.

Where can I check the sizing?

Size information is provided on each product page.

For necklaces, please check the chain length; for rings, the size (ring number) or inner diameter; and for bracelets, the total length and fit.
Comparing the dimensions with accessories you already own can help you get a better idea of ​​how they will fit.

Do the colors in the photos match the actual products?

While we strive to display colors as accurately as possible, the actual appearance may vary depending on the lighting conditions during photography, as well as your device or monitor settings.

Please be aware of this.

Payment Information

What payment methods are available?

Please refer to the checkout screen to see the available payment methods.

You can use the payment methods displayed at checkout, such as credit cards, mobile payments and PayPay.

What should I do if I am unable to complete a payment?

If your payment cannot be completed, please check the following:

・Are the card details correct?
・Has the spending limit been exceeded?
・Are there any restrictions imposed by the payment service provider?
・Is there an issue with your internet connection?
・Can you try a different payment method?

If the issue persists, please contact your card issuer or the payment service provider.

About Gifts

Can I purchase this as a gift?

Yes, items with the code IceLuxe can be purchased as gifts.

They are perfect for occasions such as birthdays, anniversaries, Christmas, Valentine’s Day, and White Day.
Please note that delivery may take some time, so if you have a specific date in mind for the gift, please place your order well in advance.

Can I have the order shipped to an address different from the purchaser's?

Yes, you can have the order shipped to a different address by entering the delivery address during the checkout process.

Please double-check the information you enter, as errors in the address, name, or phone number may prevent delivery.

About Inquiries

How can I submit an inquiry?

Please contact us via our inquiry form or by email.

When contacting us, please include your order number, your name, and the details of your inquiry to help us process your request more efficiently.

Can I make inquiries by phone?

At present, we only handle inquiries via email.
We do not provide support via telephone.

When will I receive a response to my inquiry?

We will respond to inquiries in the order they are received during our business hours.

Business Hours: Weekdays [10:00] – [18:00]
Closed: Weekends and public holidays

Depending on the nature of your inquiry or the volume of requests, it may take some time for us to provide a response.

Please read before making a purchase

At [IceLuxe], we provide product information, estimated delivery times, and terms for returns and exchanges on each page to ensure a secure and worry-free shopping experience.

Please review the following information before placing your order.

・Product Name
・Color
・Size
・Material
・Estimated Delivery Time
・Return and Exchange Policy
・Shipping Address
・Email Address

If you have any questions, please contact us before placing your order.
To avoid any issues after your purchase, please review the details carefully before placing your order.