Thank you for shopping at DE ICE STORE LTD. We want you to be completely satisfied with your purchase. In the event that you need to return or exchange an item, please review our Return Policy below.
1. Eligibility for Returns
a. Items: We accept returns for clothing, shoes, handbags, and jewelry purchased from our online store. However, please note that certain items may be non-returnable due to hygiene reasons, such as earrings or intimate apparel. Make sure to check the product listing for any specific return restrictions.
b. Condition: To be eligible for a return, the item must be unused, in its original condition, and with all tags and packaging intact. We cannot accept returns for items that have been damaged, altered, or show signs of wear and tear.
2. Return Process
a. Timeframe: If you wish to return an item, please contact our customer support team within 30 days of receiving your order to initiate the return process. Returns requested beyond this timeframe may not be accepted.
b. Authorization: Our customer support team will provide you with a Return Authorization Number (RAN) and further instructions on how to proceed with your return. Please do not send back any items without obtaining this RAN.
c. Shipping: You are responsible for the shipping costs associated with returning the item. We recommend using a trackable shipping service to ensure that the package is safely returned to us. Please include the RAN on the outside of the package for smooth processing.
d. Inspection and Refunds: Once we receive the returned item and verify its eligibility, we will inspect it to ensure that it meets our return criteria. If approved, a refund will be processed to the original payment method within 14 business days. Please note that shipping fees and any applicable customs duties or taxes are non-refundable.
3. Exchanges
a. Availability: We offer exchanges for items of the same or similar value, subject to availability. If you wish to exchange an item, please contact our customer support team for assistance.
b. Return Process: The return process outlined above applies to exchanges as well. Once we receive and approve your returned item, we will process the exchange accordingly and inform you of the updated tracking details.
4. Defective or Damaged Items
a. Quality Check: We pride ourselves on offering high-quality products. In the unlikely event that you receive a defective or damaged item, please contact our customer support team immediately with supporting evidence (such as clear photos) so that we can address the issue promptly.
b. Resolution: Depending on the nature of the defect or damage, we may offer a replacement, repair, or refund for the affected item. Our customer support team will guide you through the resolution process and provide you with the necessary instructions.
5. Non-Refundable Items
a. Sale Items: Items purchased during a sale or promotional period may be marked as final sale and are non-refundable. Please read the product description carefully before making your purchase.
b. Customized or Personalized Items: Products that have been customized or personalized specifically for you are non-returnable unless they arrive damaged or defective.
6. Customer Support
If you have any questions, concerns, or need assistance with the return process, please do not hesitate to reach out to our friendly customer support team. We are here to help and will strive to resolve any issues in a timely manner.
Please note that this Return Policy is subject to change without prior notice. Therefore, we encourage you to review it periodically for any updates.
Last updated: 32/07/2023