FAQ

Icewear accepts all major credit cards and PayPal.

For best results Icewear always recommend usings the size charts available on the product page. Sizes that are shown are exact measurements (in centimetres and inches) of the product as though it were laid flat on a table. The best option is to measure a similar item in the same way that fits you well. You can find more information in our size guide.

Icewear stock is regularly changing, new stock comes in frequently, however because it’s difficult to say exactly when certain products will be back in stock. Icewear recommends checking the site daily and signing up for the newsletter, to ensure you receive the latest news regarding new arrivals and restocked products.

Promotional codes and discounts are not applicable to Icewear products that are already reduced in a sale.

It’s recommended to sign up for the Icewear newsletter. You will then receive updates on special discounts and sales as well as the latest news on special offers, new arrivals and restocked products.

Yes, Icewear’s customer support is available from 9-3 UTC (Reykjavik) time every business day. Please check for Iceland holiday days if you don’t get through. However, most frequently asked questions are answered here. The chat assistant on icewear.is is happy to help anytime.

Icewear ships worldwide. All available shipping options are available at checkout, and most shipments are securely sent promptly via DHL Express. Military bases with APO or FPO addresses tend to require shipments to be sent via international post (ground shipping). Icewear accommodate this requirement.

Worldwide shipping costs are calculated in the checkout process. The shipping fee depends on the total weight of your order and the shipping address location. Shipping costs, custom fees and taxes are calculated and included in shipping costs according to the receiving country’s laws.

Icewear does not expect our customers to pay any extra fees for customs or taxes. All customs fees, including costs associated with tariffs, VAT, and TAX, are included within the shipping price. That way there are no nasty surprises or packages being held up. You can learn more about shipping costs here.

You will receive an email with your tracking number as part of the order fulfilment process. You can then track your order via DHL tracking or utilise the local DHL service mentioned in your message. Order status can also be viewed by entering the order number and email address used at checkout on Icewear's track order page.

Icewear do their best to process all orders within 24 hours and all orders are shipped from Iceland. All overseas orders are sent via DHL Express, and depending on your location shipping usually takes 3-5 business days. NB Icewear processes orders during office hours on weekdays, but not on weekends or Icelandic bank holidays.

If an order is not delivered and is rerouted back to Icewear, a refund will automatically be issued. In this event, Icewear kindly asks that a new order be placed. If an order was not rerouted back to Icewear and has not been delivered, please contact Icewear using the chat on the website.

Online purchases can be returned within 30 days of delivery. Items must be unused, unwashed, with tags attached and in their original packaging.

If an Icewear product is received and is not suitable, or if it does not fit, items are welcome to be returned at the customer's expense. Icewear accepts returns shipped within 30 days of the purchase date. All goods must be returned in the same condition as received—unworn, clean, unwashed, and with hang-tags attached.

A pre-paid return shipping label is included in the parcel and can be used to send items back, with a standard service fee deducted from the refund. Alternatively, shipping through a carrier of choice is also an option.

For more information, please see our return policy.

There are two options for sending returns. Icewear doesn’t require you to use a certain carrier, both shipping options for returning items are paid for by the customer. You can use the pre-generated return label that is included in your package (note that a service fee of $35/€40/£30 will be charged), or you can choose your own preferred method to ship returns. For more information please visit Icewear´s return policy.

Due to high order volume, orders cannot be guaranteed to be modified or cancelled once placed. However, if immediate adjustments are required after completing a purchase, please submit a request using the chat. The Icewear customer service team will review the request and assist to the best of their ability.

Direct product exchanges are not offered due to high order volume and limited inventory. If a different size or colour is needed, the original item can be returned for a refund and a new order placed online. More information regarding returning an order can be found in ourterms and policies.

Once Icewear headquarters receives and inspects the returned item, a refund is issued to the original payment method. Refunds typically take 2–5 business days to process.

Any online gift purchases made during the holiday period are eligible for return through February 1st.

Icewear products carry a one-year warranty from the date of purchase, subject to proof of purchase. The warranty does not cover damage caused by accidents, washing, negligence, normal wear and tear, or fading resulting from the product's age or use.

Customers in Iceland who believe a product is defective can bring it to their nearest Icewear store, where a staff member will assess the item and help find a solution.

Customers who are unable to visit a store can submit a claim using the the chat on the website.

If a faulty item or issue is noticed with a purchase, visiting the nearest Icewear store is recommended, where the team will be happy to assist and find the best solution.

If a store visit is not possible, a request can be submitted using the chat on the website.

Please ensure the request includes all of the following details:

• Order number or receipt

• A photo of the entire item

• A clear photo showing the fault or damage

• A brief description of the issue

Tax-free forms are available in all Icewear stores, where staff will gladly assist with the process. Please note that tax-free forms cannot be issued after departure from Iceland.

Tax refunds are processed by Planet Payment rather than Icewear, and further details can be found on the Planet Payment website.

Receipts for online purchases can be found at any time under "Orders" in "My Pages." If a purchase was made in one of Icewear‘s stores and a duplicate receipt is required, please complete the request form below.

Handwash only or use a dry cleaner to wash Icelandic wool. When handwashing, use lukewarm water and a specialist wool detergent. Soak the garment for about 10-15 minutes. Do not ever rub or wring. Rinse thoroughly, gently squeeze as much water out as possible. Lay the garment flat out on a towel and pull gently into shape. Don’t hang your Icelandic wool sweater up to dry because the additional weight of the water will stretch the wool and risk pulling the garment out of shape. More washing instructions and guidelines for Icewear product care can be found here.

Please always read the care label for each garment or item. The care instructions can be found on the tag inside each garment. More washing instructions and guidelines for Icewear product care can be found here.

Icewear’s Corporate Sales department offers comprehensive and versatile product solutions for businesses and groups nationwide. Inquiries can be submitted by contacting the chat.

Please note that inquiries are answered in the order they are received.

Thank you for your interest in working with Icewear! Follow this link to discover how to apply for jobs at Icewear.

Icewear appreciates your interest! While many exciting ideas are received weekly, only a select few projects are chosen for support at any given time.

To submit a request, please contact the chat with all necessary information. Inquiries are reviewed in the order they are received. Please note that if no reply is received within a reasonable timeframe, the sponsorship request has unfortunately been declined.

No, Icewear does not have any physical stores outside of Iceland. However, the online store www.icewear.is despatches worldwide. Icewear’s shipping costs include any custom fees and taxes according to the receiving country’s laws, so there should not be any surprises regarding extra charges to receive your Icewear item/s.

The phone numbers for all Icewear stores are here.

Follow this link for all the physical Icewear stores including locations, opening hours, locations and phone numbers.