Refund and Returns Policy

Last Updated: May 2026

Overview

At ICYBOO, operated by ICY ECOMMERCE LTD, we are committed to ensuring your satisfaction. Please read this policy carefully before placing your order. By completing a purchase on icyboo.com, you confirm that you have read, understood, and agreed to the terms outlined in this policy.

1. Returns Eligibility

You may request a return or exchange within 14 days of receiving your order, subject to the conditions below.

To be eligible for a return, items must be:

  • Unused and unworn
  • In their original packaging with all tags and labels attached
  • In the same condition as delivered
  • Accompanied by proof of purchase

Items that do not meet these conditions will not be accepted for return.

Returns must be approved in advance. Returns sent without prior approval will not be accepted and will not be eligible for a refund or store credit.

2. How to Request a Return

To initiate a return, contact us within 14 days of delivery at: support@icyboo.com

Please include:

  • Your order number
  • Reason for return
  • Clear photos of the item and packaging

Our team will review your request and respond within 24–48 business hours. If approved, we will provide return instructions and the correct return address based on your location.

3. Return Shipping

For standard returns, the customer is responsible for return shipping costs. We recommend using a tracked shipping method. ICYBOO is not responsible for items lost in transit during the return process.

For damaged or incorrect items confirmed to be our error, we will cover return shipping costs.

4. Refunds & Store Credit

Once your return is received and inspected, we will notify you of the outcome.

  • Default resolution: Store credit equal to the item value, issued within 3–5 business days and valid for 120 days.
  • Refund to original payment method: Available only in cases where the item received was damaged, defective, or incorrect, and confirmed by our team. Refunds are processed within 5–10 business days after approval.
  • Shipping costs are non-refundable unless the return is due to our error.

Please note: Refund requests based solely on change of mind, sizing preference, or buyer's remorse are not eligible for cash refunds. Store credit will be offered in these cases.

5. Exchanges

Exchanges are accepted within 14 days of delivery, subject to stock availability. Items must be unused, unworn, and in original packaging with all tags attached. Once a valid return tracking number is provided, store credit will be issued for you to place a new order. If the new item costs more, you will pay the difference. If it costs less, the remaining balance stays as store credit.

6. Damaged or Incorrect Items

If you receive a damaged or incorrect item, you must contact us within 5 days of delivery at support@icyboo.com with:

  • Your order number
  • Clear photos of the item
  • Photos of the outer packaging

Failure to report within 5 days may result in the claim being ineligible. If confirmed as our error, we will offer a full refund or free replacement at no additional cost to you.

7. Non-Returnable Items

The following are not eligible for return or refund:

  • Worn, washed, or used items
  • Items without original packaging or tags
  • Items damaged after delivery by the customer
  • Final sale or clearance items
  • Returns submitted without prior approval

8. Chargeback & Dispute Policy

By placing an order on icyboo.com, you agree to contact our support team at support@icyboo.com to resolve any issues before initiating a chargeback or payment dispute with your bank or card provider. ICYBOO maintains full records of all transactions, communications, and delivery confirmations.

Chargebacks filed without first contacting our support team will be contested with full documentation submitted to the payment processor. Fraudulent chargebacks or abuse of the dispute process may result in your account being permanently banned from purchasing on icyboo.com and may be referred to the relevant authorities.

9. Order Cancellations

Orders may be cancelled within 12 hours of placement. After 12 hours, your order may have already been processed and dispatched, and cancellation may no longer be possible. To request a cancellation, contact us immediately at support@icyboo.com with your order number.

10. Failed Deliveries

If an order is returned to us due to an incorrect address provided by the customer or failed delivery attempts, re-shipping costs will be charged to the customer before the order is resent.

11. Policy Abuse

ICYBOO reserves the right to refuse returns, refunds, or exchanges in cases of excessive return requests, suspected fraud, or abuse of this policy. We reserve the right to ban accounts found to be abusing our returns process.

Contact Us

For all return and refund enquiries:

  • Email: support@icyboo.com / contact@icyboo.com
  • Phone: +31 6 10033432
  • Business Hours: Monday to Friday, 09:00–18:00 GMT

ICYBOO is operated by ICY ECOMMERCE LTD

71-75, Shelton Street
london london WC2H 9JQ
United Kingdom

We aim to respond to all enquiries within 24 hours.

Last updated: May 2026