If you have any questions or concerns, please reach out to us via one of the following support channels.
For order related inquiries, please provide as much detail as possible.
Our support team is active every day from 9 AM to 5PM UTC.
+1 212 203 0584
support@icecartel.com
Our team is active every day.
Facebook.com/icecartelcom
+1 212 203 0584
Need a quick answer to one of our top questions? We got you.
WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.
If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case.
In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.
Yes. We’ve partnered with Affirm to offer monthly payments for up to 36 months without any interest or fees. See if you qualify for financing!
Step 1: Reach Out to Us
You have several ways to initiate your custom project with us:
Option 1: Send us a Direct Message on Instagram @icecartel
Option 2: Fill out our free custom jewelry form for a quote.
Step 2: Specify Your Design
Tell us exactly what you want to have as the design for your piece or let our team of specialists find a design for you.
Pro Tip: The more reference images you can provide, the better. If you don’t have any, we’ll send you examples to help guide your choice of style.
Step 3: Review and Confirm Quote
Once we understand your requirements, you’ll receive a quote for your custom pendant. If you decide to proceed, a downpayment of $100 is required.
Step 4: Initial Design Concepts
After confirming the quote and making the downpayment, our design team will create multiple initial design concepts for you within 24-48 hours.
Step 5: CAD Design
Once you’re happy with an initial design concept, we’ll proceed to the detailed CAD Design phase. This stage also takes about 24-48 hours, and you have unlimited revisions until you’re completely satisfied.
Note: The initial $100 downpayment will be deducted from the final cost of the pendant.
Step 6: Final Payment and Production
After the CAD design is finalized, we’ll request the remaining payment. Then our production team will begin crafting your custom piece.
Step 7: Stay Updated
We’ll keep you in the loop during production, sending you images of the progress.
Step 8: Delivery
The production process usually takes between 1-2 weeks, and shipping takes approximately 4 days via DHL.
We’re excited to work with you on your custom piece! Feel free to reach out if you have any questions or need further information.
To track your purchase in realtime, please go to our order tracking page.
In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.
CECARTEL is incorporated in Wyoming, USA. We have offices in Brooklyn, New York. We currently have warehouses in USA and Hong Kong.
Our NY Showroom is appointment only and by minimum budget of $100k per client. Contact us to visit!
We are fully committed to creating and providing the best standard of jewelry, which is why we offer the ICECARTEL Guarantee for all purchases of jewelry.
If your product arrives damaged or has any manufacturing defect during arrival, our guarantee entitles you to a one-time replacement of the piece – free of charge.
This Guarantee is voided under any user damage issues (scratches and accidental breakage).
ICECARTEL Guarantee does not cover lost or stolen items.
Every order includes a custom ICECARTEL jewelry box, designed for safekeeping and storing your jewelry.
To keep your jewelry in pristine condition, you should:
– Not wear jewelry during workouts
– Avoid expoosure to harsh chemicals (chlorine, salt water)
– Avoid wearing multiple pieces of jewelry at the same time, as this can cause scratching.
– Clean your jewelry with water and a cleaning cloth.
In the unlikely event you have received the wrong item, please contact us immediately with the following information to ensure that we can get this resolved for you quickly & efficiently:
1. Your order number
2. The name of the item you did not receive
3. The name of the item you received
4. A clear photograph of the item you have received.
Once we’ve received the above info, our Customer Success team will get this sorted for you ASAP!
Unfortunately, discount codes cannot be applied retrospectively after an order has been placed.
Because orders are sent for processing within minutes of being place, we are unable to make any changes to your order once you’ve hit the ‘order now’ button, this includes the following:
1. Changing the item or size
2. Delivery/billing address
3. Adding items to your order
4. Shipping method
If you’ve entered the wrong information during checkout, please contact us immediately!
We are unable to cancel an order after it’s been placed, as they are sent to our warehouse for processing within minutes of being placed.
if you placed the order by mistake or don’t want the items you can go through the returns process to send your order back to us.
If you’ve ordered the wrong size or color, please contact us immediately.
Most in-stock items ship directly from our offices in Brooklyn, New York.
In case of limited stock, orders are being shipped from our overseas warehouses in Europe and Hong Kong using Fedex and DHL. This does not affect the delivery time.
Processing Time
Processing time differs from product to product. Some in-stock items can be shipped out within 48 hours, while custom orders and made-to-order items may take 3-4 weeks. Once your order is shipped, you will receive a shipping notification to your email address notifying you of your tracking details and the projected delivery date.
To track your purchase in realtime, please go to our order tracking page.
In-stock items are shipped within 48 hours after purchasing. You will receive a tracking confirmation email as soon as your order has shipped. For custom orders and made-to-order items, the processing time is up to 3 weeks.
We process a high volume of orders every day, and sometimes orders can get damaged during shipping.
In case you receive a damaged item, please contact us immediately and we will provide you with a replacement.
Before requesting to exchange your order, please read our refund policy.
To allow us to resolve your exchange as quickly as possible, we’ve implemented a quick & simple returns process online. Follow the steps below to process your return.
We aim to process your refund within 5 working days from receipt of the return to our warehouse. After we have sent your refund, you will receive an email notification.
Please note it can take a further 5 working days for the funds to clear into your account. This processing time depends on your bank so please contact them directly if 5 working days have passed and you have not received the funds.
WE ONLY ACCEPT RETURNS in case your order arrives incorrect or damaged.
If your order arrives damaged or incorrect, you can return it for repair or exchange within 14 days from the date your order was delivered. We do not offer refunds in any case.
In the rare case that your order DOES NOT ARRIVE, we will send you a FULL REFUND.
ICECARTEL - World renowned, bespoke custom jewelers.
ICECARTEL - World renowned, bespoke custom jewelers.
