Help Center

Track your order anytime via Track your order. If you just placed an order, tracking may take 24–72 hours to show the first updates.

Standard orders typically arrive within 5–10 business days, depending on your destination and carrier. While we work with reliable shipping partners, delivery times may vary due to processing or external carrier factors.

Custom / personalized orders are made to order and require 1-2 weeks before shipping. After shipping, standard delivery times apply.

For the latest status, use Track your order.

If your order hasn’t been processed or shipped yet, changes may still be possible.

If you have an account, you can update your saved address details here: logging in to your account.

If you don’t have an account (or your order is already processing), please contact us ASAP with your order number and the correct address.

We can only cancel or change an order if it hasn’t been processed or shipped yet. Once it’s shipped (or handed to the carrier), it can’t be changed.

Message us via Contact with your order details and we’ll do our best to help.

Yes. Tracking can update in batches and may not refresh every day. For the most accurate status, use Track your order.

Please check around your delivery location and with neighbors/household members first. If it’s still missing, contact us and we’ll help review the delivery details and next steps.

Yes, we ship internationally. Depending on your country, local customs duties/taxes may apply. These charges are set by local authorities and are outside our control.

925 sterling silver means the piece contains 92.5% pure silver, blended with other metals for strength. It’s the standard for high-quality silver jewelry.

Moissanite is a premium gemstone known for its strong brilliance and durability. It has a diamond-like look, with its own unique properties.

Yes — moissanite is a genuine gemstone (not glass or plastic), chosen for its sparkle and durability.

Our moissanite is genuine and passes standard diamond testers. Advanced testers or professional jewelers can distinguish between moissanite and diamond. We stand behind the authenticity and quality of all our stones.

Yes. We stand behind the authenticity of our materials and stones and focus on verified quality and consistent sourcing.

Our jewelry is made for everyday wear and is water-resistant. Occasional contact with water is fine, but we don’t recommend frequent or prolonged exposure.

To keep your pieces looking their best, avoid showering, swimming, and exposure to soap, chlorine, saltwater, and chemicals.

Our pieces are made with high-quality materials designed to resist tarnishing during normal wear. With proper care, they’ll maintain their color and shine over time.

To preserve the finish, avoid prolonged exposure to water, chemicals, perfumes, and harsh environments.

Many customers with sensitive skin wear our pieces comfortably. If you have specific allergies, we recommend checking the product description and contacting us via Contact before ordering.

• Store jewelry in a dry place (pouch or box).
• Avoid perfumes, lotions, cleaning products, and harsh chemicals.
• Wipe gently with a soft cloth after wearing. Each order includes an ICED OUT polishing cloth.
• Remove jewelry before sports, swimming, and showering.

You can review our return policy here: Returns & refunds. If you have questions, message us via Contact.

Reach our support team via:

• Contact page – send us a message anytime
• Email: support@icedout.eu
• WhatsApp: +31 6 3659 2877

The VIP collection is only visible to approved VIP clients. Without VIP access, this private collection remains hidden.

VIP access is reserved for selected ICED OUT clients and granted based on order history, loyalty, and account activity.

VIP Customs is our exclusive bespoke service for creating unique jewelry. You can have a completely custom design made or personalize an existing piece. After submitting your request, we will personally contact you to discuss all the details and bring your vision to life.

View all information and submit your request here: Request custom jewelry →

The average production time is 2 to 4 weeks, depending on the complexity of the design. Each piece is individually crafted to ensure the highest quality.

Yes. A 50% deposit is required to begin production. The remaining balance is due once your custom piece is completed and ready for delivery.

Yes. Our custom jewelry is handled with complete discretion and trusted by private clients, artists, and public figures. Your design and information are never shared without your explicit permission.