SHIPPING & RETURNS

SHIPPING POLICY:

Ice Glow offers fast and reliable shipping within Australia. Orders are typically processed within 1-2 business days and shipped via standard (2-8 business days) or express delivery (1-3 business days) depending on your selected shipping option. Shipping times may vary depending on your location, but most orders are delivered within 3-7 business days.

Free shipping is offered for all orders over $100 AUD, while a flat rate within Australia of $10 AUD applies for orders under $100 AUD. Express shipping is $15 AUD (1-3 Business days).

Please note: that we are unable to ship to PO boxes or Parcel Lockers. Your order delivery times are provided as guidelines only, and do not take into account possible delays caused by the freight company, payment authorisation, or public holidays. We cannot be held liable for any delay in delivery and the above time is as provided to us by the freight company.

REST OF THE WORLD:

Deliveries to all other countries is via Sendle or Australia Post. Various options for delivery will appear in the checkout window depending on the country that you are shipping to and all deliveries include tracking notifications.

• International Standard – Estimated arrival in 14-27 business days

INTERNATIONAL

• Customer is responsible for ALL duties & taxes upon receipt of the product. ICE GLOW does NOT pay for any international duties & taxes. 
• If you are shipping to or ordering from outside Australia, the customer will be responsible for paying for any and all local taxes, duties and other similar charges or impositions (including VAT) associated with your purchase upon receipt of the package.   

RETURNS POLICY:

At Ice Glow, our commitment is to provide high-quality products to our valued customers. We understand that sometimes issues may arise, and we want to address your concerns regarding refunds.

Refund Eligibility:
We offer refunds exclusively for items that are deemed faulty or defective. If you receive a product that is damaged or does not meet our quality standards, we will gladly initiate a refund for your purchase.

Submitting a Refund Request:
To request a refund for a faulty item, please follow these steps:
1. Contact our Customer Service team at info@iceglow.com.au within 3 days of receiving the faulty item.
2. Provide a clear description and, if possible, include supporting photographs of the fault or defect.

Refund Processing:
Items must be returned in their original, unused condition and packaging. Customers are responsible for the return shipping costs, unless the item received is damaged or defective. We recommend using a trackable shipping method and purchasing shipping insurance to ensure the safe return of your item. The refund does not include the outward shipping fee.

Once we receive and inspect your returned item, we will issue a refund to your original method of payment, less any shipping charges, or generate a new sales order to ship your replacement within 5-7 business days.

Please note that we do not offer refunds for change of mind, sale items, individual preferences, or circumstances unrelated to the product's quality. Any gift with purchase must also be returned if the qualifying item is returned. Additionally, refunds will not be provided for products damaged due to mishandling or misuse.