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. Icewear accepts returns that are shipped within 30 days of the purchase date. All goods must be returned in the same condition as you received them, i.e. with hang-tags, unworn, clean and unwashed. For more information see https://icewear.is/en-US/terms-and-policies/return-policy.

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

There are two ways you can return items, and because Icewear doesn’t require you to use a certain carrier, both shipping options are paid for by the customer. You can use the pre-generated return label which 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 see https://icewear.is/en-US/terms-and-policies/return-policy.

Due to high order volume, Icewear cannot guarantee any changes after placing your purchase, however you may contact the team to see if any possible changes may be made to your order at that time. Please contact Icewear at support@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, return your unwanted item and place a new order. You can see more information regarding returning your order here: https://icewear.is/en-US/terms-and-policies/return-policy.

Returned items are inspected upon arrival in the warehouse. The refund process then takes 5-7 business days to complete.

After placing your order, you will receive an e-mail with your tracking number. Using your tracking number, you can follow your order on www.dhl.com/en/express/tracking.html or through the local ground service if it was sent by mail.

If your order was, for some reason, not delivered and was rerouted back to Icewear, the order will automatically be refunded. When this happens, Icewear kindly asks you to 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 in the shipping price. More information regarding shipping can be found here: https://icewear.is/en-US/terms-and-policies/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 its 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. Icewear shows all available shipping options at checkout, and most shipments are sent securely via DHL Express. Military bases with APO or FPO addresses typically require sending shipments via international post (ground shipping).

Icewear always recommend usings the size charts for best results. You can find the size charts on every single product page. Sizes that are shown are exact measurements (in CM and inches) of each product as if it were laid flat on a table.

Icewear is regularly receiving shipments with new stock, however it’s difficult to say exactly when certain products will be back in stock if they run out. Icewear recommends following the company on social media so you can get the latest news on new arrivals and restocked products.

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, it’s recommended to sign up for the Icewear newsletter. You will then receive 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 special wool soap. Soak the garment for about 10-15 minutes. Do no rub or wring. Rinse thoroughly, then squeeze as much water as possible. 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. More washing instructions and guidelines for Icewear product care can be found here: https://icewear.is/en-US/help/wash-and-care

Please read each 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://icewear.is/en-US/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.

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

Thank you for your interest in working with Icewear! Use the following link for information on how to apply for a job at Icewear: https://icewear.is/en-US/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.

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

Phone numbers for all of the Icewear stores can be found here: https://icewear.is/en-US/store

Please click here to find opening hours, locations and phone numbers for all of the Icewear stores here: https://icewear.is/en-US/store