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FAQ
General |
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How do I place an order? |
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ICE Designer Wear is an online retailer of urban fashion goods, therefore all items you see online are available to purchase immediately. Simply view the item you wish to purchase, select an appropriate size and click on "add to basket" - Follow the instructions shown online to complete your purchase.
Please note that in order to purchase from us you will need to pay by either credit/debit card though the online payment gateway Paypoint. |
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| Q: |
Do you have a catalogue |
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Unfortunately at this time ICE does not print a catalogue. Due to the nature of items we offer stock changes daily and is updated online at www.icedesignerwear.com |
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Do you have a Shop? |
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No, At this time we do have any physical stores, we are a UK based Internet Retailer, however we can deliver to most countries. |
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Can I Contact you by Phone? |
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We prefer you to contact us via e-mail - this enables us to respond to all your queries quickly and efficiently. Corresponding via e-mail has a lower cost to us than a call centre, and we have built this lower cost into our prices passing the savings on to you. |
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| Q: |
Do you do wholesale? |
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We can offer some brands at wholesale, please contact us regarding this and further information will be sent. |
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Delivery and Shipping Info |
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Can I pick up my order from your warehouse? |
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Unfortunately it is not possible to pick up orders from our warehouse. |
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| Q: |
Do I have to pay import charges? |
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Any customs or import duties are levied once the package reaches its destination country. Additional charges for customs clearance must be paid by the recipient. We have no control over these charges and cannot predict what they may be. Customs policies vary widely from country to country; you may want to contact your local customs office for further information. |
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Can you leave the delivery at an agreed hiding place? |
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No, Delivery can only be made to the address supplied when placing the order and requires a signature on receipt. |
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| Q: |
Can someone else sign for my delivery? |
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Yes, anyone at the specified delivery address can sign for the goods. |
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| Q: |
I’m not going to be in when you deliver my parcel. What will happen? |
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The carrier will leave you a card informing you that delivery has been attempted. On this card will be instructions on how to obtain your parcel. |
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| Q: |
I need to ship my first order with ICE to another address |
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Yes we can deliver to an alternative address other than your billing address, you will be asked to complete both a shipment and billing address upon completion of payment. |
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| Q: |
I've only received part of my order, what's happened? |
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In most cases when certain items are temporarily out of stock, or are despatched from alternate locations then we will despatch your order in several parts. Should an item in your order be out of stock we will go ahead and despatch the rest of your order and at the same time contact you regarding the out of stock item, which you can choose to exchange for another item or alternatively qualify for a refund. We DO NOT charge customers additional postage costs for wanting to change an out of stock item to something else. | | |
Payment |
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| Q: |
What cards do you accept? |
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ICE accepts all the major credit/debit cards |
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Can I pay by any other method? |
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We only presently accept payment via Credit/Debit card through Paypoint |
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| Q: |
Is it safe to order online? |
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We utilise industry-standard Secure Sockets Layer (SSL) technology to allow for the encryption of potentially sensitive information such as your name, address and other critically sensitive information like your credit card details. Information passed between your computer and our Web site cannot be read in the event someone else intercepts it. This technology includes the following features:
- Authentification – this assures your browser that your data is being sent to the correct computer server, and that the server is secure
- Encryption – this encodes the data, so that it cannot be read by anyone other than the secure server
- Data Integrity – this checks the data being transferred to ensure it has not been altered
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When Will I be Charged? |
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When you reach the final billing page and submit your order we will immediately contact your bank/card issuer for authorisation to take payment from your account,
If the payment is authorised, you will receive an e-mail within a few minutes confirming the details of your order.
If payment is authorised but we have a query with your order, an e-mail will be sent to you to advise you of the nature of the query. If we are unable to resolve the query for any reason and cannot dispatch your order we will contact to clarify the issue in question.
If the payment is not authorised by your bank or card issuer, you will be advised online and asked to contact your bank. |
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| Q: |
Does ICE store/keep my credit/debit card information? |
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No. We use 128 bit SSL encryption to accept payment at checkout via Paypoint, our payment processor, however as soon as payment is processed your credit card information is disposed of and never retained. |
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| Q: |
You've charged me more than the price shown on my invoice |
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Please note that we only charge you the price shown on the checkout pages. We are a UK based company with a .com domain and list all our prices in UK Sterling (Hence the '£' symbol) if you are not a resident of the UK or are paying from a bank account not located in the UK then you will be charged at the current worldwide exchange rare - this is not dictated by ICE but by your own bank based on current world rates.
To view current approximate exchange rates please visit www.xe.com.
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Product Questions |
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Will you be getting any more in? |
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Unfortunately some items will be out of stock or be removed from the site altogether if discontinued, however for very popular items we do our very best to restock as soon as possible. Tip – We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again.
Customer support staff are unable to email you specifically with regards to when a particular item is back in stock, however please look out for this feature being added to the site very soon. |
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| Q: |
I need more information about a product |
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We try to include as much info as possible in our item pages, however if you do need more info please email us for more information. |
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| Q: |
I saw this item in an advert but cannot find it on your site |
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This means that the product is temporarily out of stock or has been discontinued. Tip – We often take repeat deliveries of popular products and occasionally customers will return items to us that do not fit. We would advise you to keep checking the site to see if your desired item becomes available again. |
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| Q: |
The product I ordered is now reduced. Can you refund me the difference? |
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Unfortunately, we cannot advise you in advance of a reduced product or reimburse you the difference after you have placed an order. |
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...For the coolest clothing online
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