Frequently Asked Questions

General Information

COVID-19 Update

Yes, we are still shipping worlwide.

Although we are trying to keep the shipping process as fast as possible, minor delays could happen due to social distancing.

Do pendants come with chains?

Absolutely! All pendants come with a chain of your choice. Choose between a rope chain, cuban chain, franco chain or a tennis chain.

Select the chain and size you want on the product page.

How do I know what's the correct size for me?

Please visit our Size Guide page

Can I edit my order?

We're unable to make any changes to your order once you've made the order, this includes the following:

-Changing the item or size

-Delivery/billing address

-Adding items to your order

-Shipping method

Please note: If you input the incorrect address at checkout, we cannot be held accountable if the order goes missing. We are not liable to replace or refund this order.

How do I contact you for specific questions?

Send us an e-mail to support@icedoutluxury.com . We will reply as soon as possible.


How can I place an order?

Add items to your cart by clicking on the "Add to cart" button. Clicking on the "Check Out" button will take you to the first step of the checkout process. For any questions, please contact us by e-mail: support@icedoutluxury.com

Is your website secure with my personal information?

Absolutely! We use SSL security to ensure all your personal information is encrypted. We do not store your credit card information and it will be used one-time only upon purchasing your product. We never store any information about our customer's private details!

What forms of payment do you accept?

We accept Paypal, credit cards (processed by Stripe and/or SplitIt), American Express, Google Pay, Cryptocurrencies and Apple Pay. None of these payment processing services will store or retain any of the payment information.


All prices are subject to change. We apologize, but errors occur with entering price data from time to time. In case of errors in prices or other information displayed on our site, we reserve the right to correct them without obligation.

I ordered two (or more) products, but have received only one... what's happening?

Since we have a large assortment of products that are not stored in the same warehouse, it is possible that some products get shipped separately. Do not worry, it is quite normal that you receive a product a few days before the other.


How can I track my order?

Please use the tracking link which was sent to the email address you ordered with.

Otherwise you can use our Track your order page.

How much is shipping?

We offer express shipping worldwide, rates depend on your country.

How long is shipping and processing?

Our express shipping usually takes around 3-5 working days.

The orders are usually processed in 3 days, sometimes it could take a bit longer due to Covid-19. Orders from the United States are delivered by USPS and it usually takes around 3-5 working days, but it could take a bit longer due to COVID-19. 

Custom name pieces/photos require around 12-15 days to be made.

100% Custom orders require around 1 month.

I did not get the shipping I paid for. Why?

The reason this may happen is because:

1) The courier is having unexpected delays.

2) We have fulfilment centres all over the world and the stock levels are combined on our site.

On rare occasions, customers could order a product which IS NOT in stock at the more desirable centre, but it IS IN stock at the other.

For example: a Italian customer orders, but the product is only available at the USA centre, so we ship from the USA warehouse. This means the customer will not receive the normal shipping service they chose, they will receive a USPS International service. You will not pay customs.

In these circumstances, we cover the costs for shipping or we refund the shipping they paid.

We believe this is a better solution than displaying items as OUT OF STOCK, when they are actually IN STOCK at the other centre. But, this means the customer will get a slower shipping service than they chose. 

We try our best to keep these occasions to a minimum. However, they can happen. And if this has happened to your order, don't worry! You will be updated and refunded for shipping cost.

Custom & import fees

This rarely happens, but the customer is responsible for any importation fees. 

The recipient of an international shipment may be subject to import taxes, custom duties and fees, which are imposed once a shipment reaches the recipient's country.

Returns & Refunds

I received the wrong item. What do I do?

Although it is very unlikely you receive the wrong item, please Contact Us immediately with the following information to ensure that we can get this resolved for you the soonest:

-Your order number

-A clear photograph of the item you have received

Once we've received the above info, our Customer Support team will get this sorted for you as soon as possible.

All claims for orders arriving without the correct/missing items must be made within 7 days of the delivery date, otherwise we will not be able to change your order.

What is the return policy? (Except for custom orders)

Visit Refund Policy for more information.

Product Information

What material does Iced Out Luxury use?

Iced Out Luxury aims at providing high quality jewelry at an affordable price.

We use genuine rhodium, 14-18 carat gold, 925 sterling silver and are in full compliance with the Jewelry Vigilance Committee.

The diamonds used in all our pieces are AAA Cubic Zirconia diamonds. They are created with the utmost attention to detail to capture the brilliance of true diamonds for a fraction of the cost. Our jewels seem and shine like real gold jewels.

We also use the premium PVD plating to ensure longer luster life.

We are also able to make jewelry out of:

- Solid 14K Gold

- Si1 Diamonds

- VS1 Diamonds

- VVS Diamonds

contact us for more information.

How can I protect my jewelry?

Keep the jewelry dry. If you're not wearing your jewellery, keep it stored in the provided dust bag. If you are using a storage box, make sure they are lined with tarnish-proof fabric and have a separate space for each individual piece. If the climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewellery with rubber products. Always remove your jewellery when applying colognes, perfumes or other chemical products.

For more information about protecting your jewelry visit our Craftmanship & Maintenance page

Can I go in water with the jewelry?

We use the premium PVD plating to ensure longer luster life, however we advise you take precaution.

Chlorine, can permanently damage or discolour your gold jewellery. We recommend you stay away from wearing your jewellery while swimming or in hot temperature water.

Does Iced Out Luxury provide a quality guarantee for all the products being sold?

Absolutely! If you find damages to the product, contact us immediately. We do all we can to ensure your best shopping experience. You can simply contact us and we'll get it addressed! You can always get a free exchange of your product simply by shipping it back to us with image proof sent first.

Didn't find your answer?

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3-5 days delivery worldwide


Our materials are certified 14, 18 karat gold and 925 sterling silver


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