Refund Policy

Return policy

You can return or exchange items within 14 calendar days of receipt. Please make sure the product is returned in its original condition and without used shipping labels.

To be eligible for a return, your item must be in the same condition in which you received it, unworn or unused, with tags, and in the original packaging. You will also need the receipt or proof of purchase.

To start a return, you can contact us at info@carpeice.com. Please note: returns must be sent to the address that Carpe Ice gives you in the email!

Once your return has been accepted, you can create a return label yourself. You then send the package to the address we provide by email. Items sent back to us without a prior return request will not be accepted.
For any questions about returns, you can always contact us at info@carpeice.com.

Cost of returning an item
Return shipping costs are paid by the customer. You create the return label yourself and pay the return shipping. We do cover that cost when the item is defective or damaged, or when you have received the wrong item. In that case, please contact us first and we will arrange the return label for you.

Damage and issues
Please inspect your order when it arrives and contact us immediately if the item is defective or damaged, or if you have received the wrong item. We can then assess the problem and resolve it for you.

Exceptions: items that cannot be returned
For hygiene reasons, earrings can only be returned as long as the seal or original packaging is unopened. Once it has been broken, the right of withdrawal no longer applies to that item. 

Personalized items, such as jewelry with an engraving or a custom-made design, cannot be returned because they are made especially for you.

Gift cards cannot be returned.

Discounted and sale items can be returned, under exactly the same conditions as full-price items.

Statutory 14-day cooling-off period in the EU
Notwithstanding the above, if the goods are shipped to the European Union, you have the right to cancel or return your order within 14 days, for any reason and without giving a reason. As above, your item must be in the same condition as when you received it, unworn or unused, with tags and in the original packaging. You will also need a receipt or proof of purchase. In this case too, return shipping costs are paid by you.

Refunds
Once we have received your return, we will let you know. We refund you via the original payment method, no later than 14 days after you told us that you are withdrawing from your order. If you withdraw from your entire order, we also refund the standard shipping costs. We may withhold the refund until we have received the item back or until you have shown that you have sent it back. After that, it may take a few more days for your bank to process the amount.
Haven’t received anything after 14 days? Email us at info@carpeice.com.