Shipping Info & Return Policy
We ship via Canada Post and DHL Express to serve you best. Shipping times are an estimate only and are calculated from the time they leave our warehouse.
Any “PRE-ORDER” items are subject to estimated wait and processing times and these times are available in the item details of the “PRE-ORDER” products. If you run into any problems during the order process or in receiving your order please don’t hesitate to contact us via the support tab or by emailing us at firstname.lastname@example.org.
To initiate a Return or Exchange, e-mail email@example.com and we will send you Return Shipping Information and handle the return.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund. If your refund is approved, then your refund will be processed, and a credit will automatically be applied to the original method of payment, within 3 to 6 business days, for the value of the item returned and any applicable taxes associated with the item. Shipping costs are NON-REFUNDABLE; the cost of return shipping will be your responsibility.
Once your exchange is received, we will send you an email to notify you that we have received your returned item. We will also notify you of the status of your exchange and tracking information for the exchanged item back to you.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs to you are non-refundable. If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee and cannot be held responsible if we do not receive your returned item. Depending on where you live, the time it may take for your exchanged product to reach you may vary.
- Items must be returned within 30 days from the day you've received your order, shipping time is not included
- Item must be unworn & unwashed (no distinct odours, blemishes, signs of wear etc.) Any items found to be in poor condition will be returned back to you
- Items covered in animal/human hair will not be accepted
- All items are thoroughly inspected before any action is taken
- For single item orders that are returned, we will refund the total value of the order, inclusive of your original shipping costs - your returns cost is non-refundable
- For multiple item orders, we will only refund the value of the item(s) returned, excluding shipping costs.
- If multiple item orders are returned in their entirety, we will refund the total value, including your original shipping cost - your returns cost is non-refundable
- Orders placed separately (unique reference numbers), must be returned separately. Combining orders being returned in one package will significantly slow down refund processing speed.
- Any items purchased from an ICE event (i.e. pop-up store) cannot be returned
If any item returned breaches any of the terms outlined in this policy, we reserve the right to return the item back to you in the same condition it was received in.
For ALL returns/exchanges, please e-mail us at firstname.lastname@example.org and include your order number to initiate the refund/exchange process.
Replacing Broken Glass
1- Your glass arrives broken (something broke during shipping)
Do not use the glass. Call or email us right away to let us know and we will send you a return shipping label. As soon as we receive the broken glass we will send you a replacement at no additional cost to you.
2- Your glass breaks under normal use within the first 10 days
Because we cannot verify if the glass was mishandled, we will deal with these instances on a case by case basis. Please contact us by email with any photos of the product that highlight the issue.
3- Your glass breaks under normal use after 10 days, or due to mishandling after the product has been used
We offer replacement glass at just over cost to our customers.
All sale items are considered FINAL SALE. Under no circumstances can any sale items be returned or exchanged for any reason.