FREQUENTLY ASKED QUESTIONS
IS ICEONHER'S JEWELRY REAL
The majority of our jewelry is brass plated with 14-18k gold with premium cubic zirconia. We only use real .925 sterling silver, and real white rhodium. We also offer real solid gold jewelry with genuine Si, Vs, VVs diamonds for some of our items.
All of our products are thoroughly tested for quality and durability before, during and after production.We meet all regulations set by the Federal Trade Commission (FTC) and the Jewelry Vigilance Committee.
HOW LONG DOES IT TAKE FOR SHIPPING?
Most pendants take 3 - 6 business days to ship out, custom orders take 4 - 6 weeks to custom design, after jewelry is made we will ship in 2 - 3 days. choosing Standard shipping will be shipped via USPS Priority mailing, which will take approximately 5 - 12 business days to arrive.
We also offer FedEx express by which you can receive your package within 3-5 business days.
Your tracking number will be sent automatically through a confirmation email. Please allow 48 hours before checking the status of your shipment as the system requires some time to update.
For international orders, we ship by either DHL or FedEx international , which also takes 3-5 business days to arrive
*Please note that all solid gold, diamond, or custom orders are made to order. These orders may take 10-15 business days to process due to each piece being individually made and inspected for quality assurance. They will be shipped via registered delivery and will include full insurance.
CAN I STILL CANCEL/CHANGE THE DETAILS ON MY ORDER?
Yes. We accept cancelation and changes in details STRICTLY within 24 hours upon the order was placed. This is to avoid confusion and error on our records. Kindly email us ASAP with your order number and concern at firstname.lastname@example.org.
NOTE: Order cancellations and changes outside the allowable time frame will no longer be accepted and processed.
WHAT IS THE RETURN POLICY?"Email us asap once returned!"
IceOn accepts returns/replacements within 30 days from the date the item(s) was delivered, ONLY if it's damaged or defective upon receiving.
After the 30-day period, you will no longer be eligible and won't be able to receive a refund. We encourage our customers to try the product in the first two weeks after their purchase to ensure it fits your needs.
But in some circumstances, we will allow a ONE-TIME exchange in size, color, chain, and item of the SAME price with an additional cost of $15 for the shipping and handling fee.
Return for a refund is subject to a 15% restocking fee, to be subtracted from the order total prior to reimbursement. Kindly contact us to start the process. Custom and solid gold items are not eligible for a return since each piece is handmade to order.
- Please allow up to 5 business days after your return is processed for shipment of the replacement item(s) (exclusions apply for items on back-order) or refund to be processed
- Sales are final on purchases of limited edition, precious material or custom items. These made to order items are not eligible for return.
HOW SHOULD I STORE/PROTECT MY JEWELRY?
Jewelry should be kept absolutely dry. If your jewelry is not used frequently, keep it stored in the provided jewelry box. If your climate is humid, place a small packet of desiccant crystals inside your storage area. Avoid storing the jewelry with rubber products. Always remove your jewelry when applying colognes, perfumes or other chemical products.
Chlorine, especially at high temperatures, can permanently damage or discolor your gold jewelry. Gently clean your gold jewelry with a soft polishing cloth. Be sure not to over-polish jewelry.
IS YOUR GOLD PLATING JUST LIKE ANY OTHER COMPANY'S?
No, our gold plated products are finished using the highest quality gold. The process we use is the highest quality plating available. This process allows our gold plated jewelry to last longer than any typical gold plating you may be used to. We are constantly working to improve processes to ensure our products are the longest lasting products available.
CAN I GET ADDITIONAL DISCOUNTS ON SOLID GOLD PIECES/DIAMOND JEWELRY?
Due to the high value of solid gold and diamond jewelry these pieces are marked down on on an individual basis, therefore cannot be included in promotions or sales. Each piece will be marked down individually to get you the best price possible.
WHAT IS VERMEIL?
Vermeil is a term used to describe a high quality jewelry that must meet the following standards:
1.) The base metal is .925 Sterling Silver (no brass, copper, nickel, or tungsten)
2.) The gold karat must be at least 12K. We utilize 18K and 14K depending on the piece.
3.) The gold must be at least 2.5 microns thick. This is much thicker than electroplating or typical gold dipped jewelry and will outlast typical gold plated items.
All Vermeil items are a .925 sterling silver base, except Franco chains which are made of a stainless steel base due to the chain style.
GOLD AND VERMEIL CLEANING TIPS
Some notes for cleaning jewelry:
1. For extremely dirty jewelry, use a soft-bristled toothbrush (be sure not to use a stiff-bristled toothbrush or it could damage the finish) and if necessary, gentle soap to clean the vermeil jewelry under warm running water. Make sure you rinse well and wipe with a soft non-abrasive cloth to dry. Water residue can cause staining. Make sure the piece is fully dry before returning to storage.
2. Many websites recommend a baking soda and water (mix in equal parts and cake on the vermeil, leaving for about 10 minutes before rinsing clean) cleaning method, but we have found this doesn’t work very well.
3. Buff or clean the vermeil with a soft, dry cotton cloth. DO NOT over polish with silver polishing cloth on the vermeil. It will strip the finish off, leaving you with just the sterling silver underneath.
IF I HAVE AN ADDITIONAL QUESTION THAT THE HELP/FAQ PAGE WAS UNABLE TO ANSWER, HOW CAN I GET HELP?
If we are unable to answer your question, please visit the contact us tab and provide us with the question and how we can assist you. We will respond to the request within a maximum of 24 hours. You may reach out to us directly at email@example.com be sure to include your name, order number, and any other important information that will allow us to better serve your request.