Our returns policy is valid for 14 days from date of delivery. If 14 days have passed by since delivery of your purchase, unfortunately we cannot offer you a refund or exchange.
In the event there is a problem with the product you receive we would encourage you to contact us to discuss the matter to allow us to understand and offer guidance. Please email firstname.lastname@example.org, you will receive a response within 24 hours on business working days.
To be eligible for a standard return, your item must be unopened and in the same condition that you received it. It must also be in the original packaging.
To complete your return, we require confirmation of your order number. Please email us your order confirmation to email@example.com. You do not have to state a reason for the return but it will help us improve our service if you can provide an indication of the reason.
Please note we require returns to be posted to us at your cost by recorded delivery.
Return (if applicable)
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Please note that you have a duty to take reasonable care of the goods while in their possession and you have a right to deduct an amount from the refund if they have diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and function.
If your return is approved, then your refund will be processed, and a credit (the purchase price of the product and the original delivery charges) will automatically be applied to your credit card or original method of payment, within a certain amount of days. This timescale is chosen by the debit/credit card company you paid with, but normally within 14 days.
Late or missing refunds (if applicable)
If you haven’t received a refund yet, first check your bank account again.
It may take some time before your refund is officially posted, depending on your banking provider. There is often some processing time before a refund is posted.
If you have done all of this and you still have not received your refund yet, please contact us at firstname.lastname@example.org.
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable unless deemed to be approved by Ice & Fire through a product default being accepted.
Depending on where you live, the time it may take for your exchanged product to reach you may vary.
It is our responsibility to supply you with goods that meet your consumer rights. If you have any concerns that we have not met our legal obligations please contact us.