What is your return policy?
Customers are provided with 30 days after the delivery of your order to return merchandise. Once the item has been received, a full refund in the form of store credit is issued immediately to the contact on file.
The item(s) must be in its original, unused, unaltered and unwashed condition.
The item(s) must be returned with the tags and packaging in their original condition.
How do I return an order?
Items must be shipped back to us with Canada Post or USPS. Please do not ship with FedEx or UPS, as they charge import/brokerage fees when shipping to us in Canada. Mark the contents as "return" and mark the value as under $50 (this will ensure that there are no complications with the delivery). Please include a note inside the package with your order number on it. Your order number can be found in your confirmation email with the attached invoice.
Place your items back into the package you received them in. You can turn the mailing bag inside out to save on purchasing a new one.
Helpful hint: we strongly suggest sending a tracking number to our e-mail after sending your package, as we are not liable for those that get lost in transit.
Once we have received your package, your store credit will be issued.
Items that are lost in transit will be covered by us with either store credit or a replacement of the item. We provide complimentary insurance on each package to ensure the arrival. Lost packages are subject to a refund in the form of store credit or a replacement of the item.
Can I exchange an item?
Direct exchanges on merchandise is currently not offered, although store credit can be provided so that you can choose an alternative item from our site.
Orders placed with gift cards/store credit are final sale.
There is something missing / defective / not what I ordered. What do I do?
Please contact us immediately via email (email@example.com) or via Instagram Direct Message (@wearicy). Have your order number on hand. Your order number can be found in your confirmation email located on your invoice.
I have shipped my package and it is being returned to Icy right now. What do I do?
Please keep an eye on the tracking information and email us at firstname.lastname@example.org to let us know the order is being returned.
I received a damaged item, what do I do?
Please take a photo of the item and email or Direct Message via Instagram (@wearicy) to our Customer Care team with a description of the damage. Upon inspection of the photo you will be advised to return the damaged item, and a full refund will be issued.
Please keep in mind: even great quality vintage pieces like the ones we stock usually have minor imperfections. We try to list these imperfections in each product description, but sometimes we miss them. If the damage in question was listed in the product description, then we are unable to accept returns. Minor imperfections are expected in vintage garments.