Return & Exchange
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Return & Exchange

RETURN AND EXCHANGE POLICY
Our goal is that you will be completely satisfied with the product or the products you purchase at ICIW. If you order from the website you have a right to regret your purchase within 365 days from receiving the product.

Please note that when making a return we will charge 7,5 EUR when refunding you. If you make an exchange there is no charge.

Please note that all products returned have to be in its original condition with the labels still on for a full refund, including labels and box etc. Please note that we reserve ourselves from products being sold out when you wish to change color or size. If this is the case, we will contact you through email. In case we don’t receive a response within 3 days, we will credit your order and you are more than welcome to make a new purchase.

We are not accepting returns on underwear if labels and/or any seals are removed.

For approved returns, the following are required:

- The return must be received by us no later than 365 days from the time you received your order.
- The product(s) must be in ordinary condition (with label on, odorless, free from animal hair, without wear, without stains, etc.)
- We do not accept returns of underwear and socks where any sealing is broken, nor where labels are removed. 
- Upon return, the money will be refunded in the same way as you paid. If you had paid by invoice, it will be credited.
- Refunds are only made when the return is received and approved by us.

RETURN

If you have ordered after October 7 2020, follow these steps:

To make a return, follow these steps:

  1. Go to My pages and choose Returns.
  2. Choose which order to return, which products and what reason.
  3. Package your parcel well, preferably in the original packaging. The product should be unused with all tags and labels intact.
  4. Mark the package with the accompanying return label and leave at your closest drop off point.
  5. Done! As soon as we have received and approved your return, we will reimburse you in the same way you paid your original order.


If you have ordered before October 7 2020, follow these steps:

To make a return, follow these steps:

  1. Contact our customer support team with information about your order and that you wish to return your product(s).
  2. Our customer support will send you the return label and return form via email.
  3. Print out the return label and return form.
  4. Fill out the return form.
  5. Attach the return label on the outside of your packages and put the return form inside.
  6. Drop your package off at a suitable postal office.
  7. All set! As soon as we have received and handled your package, we will refund your money in the same way as you paid.


Have you not received a return label? Contact our customer service.

Please note that when making a return we will charge 7,5 EUR when refunding you. 


EXCHANGE

If you have ordered after October 7 2020, follow these steps:

To make an exchange, follow these steps:

  1. Contact our Customer Service Team and let them know you want to make an exchange. They will send you an exchange form for you to fill out and put in the package.
  2. Package your parcel well, preferably in the original packaging. The product should be unused with all tags and labels intact.
  3. Mark the package with the accompanying return label and leave at your closest drop off point.
  4. All set! As soon as we have received and handled your package, we will send out your new product(s).


If you have ordered before October 7 2020, follow these steps:

To make an exchange, follow these steps:

  1. Contact our support team with information about your order and that you wish to make an exchange.
  2. Our support team will send you an exchange form and a return label.
  3. Print out the exchange form and return label.
  4. Fill out the exchange form, indicating how you would like us to handle your exchange.
  5. Attach the return label on the outside of your package and put the exchange form inside. Make sure that the package is completely sealed.
  6. Drop your package off at a suitable postal office.
  7. All set! As soon as we have received and handled your package, we will send out your new product(s).

Have you not received a return label? Contact our customer service.


RETURN OF CAMPAIGN PRODUCTS

In the case of a return of campaign products (for example 2-for1) the following applies:

- If you return the product(s) you got for free there will be no refund.
- If you return one or more of the products you paid for, will your invoice be corrected to the value of the product(s) you keep.

If you have bought a product that entitles you to a gift or discount on another product, the gift/discounted product has to return with the products that entitled you the gift/discount. If this does not happen and one keeps the gift/discount product we will send out an invoice of the value of the gift/discount product. If you choose to return a part of the campaign order, the discount will no longer count.


PRODUCT COMPLAINT

In the event of a defect product, we ask you to send a picture and information about your order to our customer service through this form and we will help you with the matter.

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