Refund policy

Refund and Return Policy

Last updated: August 19, 2026

We want you to feel confident shopping with Iced by 1heart. Please review this policy before placing your order.

Return Window

Eligible items may be returned for a refund, exchange, or store credit when the return is requested within 14 calendar days of delivery.

To begin a return, email returns@1heart.shop with:

Your name and order number
The item you wish to return
The reason for the return
Clear photographs of the item and its packaging

Returns sent without prior authorization may not be accepted.

Return Conditions

To qualify for a return, an item must:

Be unworn, unused, unaltered, and undamaged
Be free from scratches, residue, fragrance, discoloration, or other signs of wear
Include its original box, packaging, accessories, certificates, and promotional items
Be securely packaged for return
Meet any applicable return-security-tag requirements

We reserve the right to inspect returned merchandise and refuse a refund or exchange if an item shows wear, damage, alteration, substitution, missing components, or other evidence that it is not in its original condition.

Customers may carefully inspect and try on eligible jewelry, but jewelry may not be worn for an event or extended use and then returned.

Return-Security Tags

Certain items may be shipped with a uniquely numbered, tamper-evident return-security tag.

When a security tag is attached, it must remain attached, intact, untampered with, and match our shipment records for the item to qualify for return or exchange. Removing, cutting, replacing, altering, or tampering with the security tag makes the item ineligible for return, except when required by law or when the item arrived defective, damaged, or incorrect.

Please inspect and carefully try on the item before removing its security tag. Remove the tag only after deciding to keep the item.

Items shipped without a return-security tag remain subject to all other conditions in this policy.

Return Fees

For ordinary returns:

A $9.99 return-label and processing fee will be deducted from the refund.
A 5% restocking fee, capped at $15 per return, will also be deducted.
Original shipping charges are non-refundable.
These deductions apply once per authorized return shipment, not separately to every item in the same package.

Return fees are waived when we confirm that an item arrived defective, damaged, or incorrect.

Non-Returnable Items

The following items are final sale unless they arrive defective, damaged, or incorrect:

Earrings, for hygiene reasons
Customized, engraved, resized, or made-to-order items
Gift cards
Items clearly marked “Final Sale”
Items with a removed or tampered return-security tag when one was supplied

Damaged, Defective, or Incorrect Items

Inspect your order promptly after delivery. Contact us within five calendar days if an item arrives damaged, defective, or incorrect.

Include your order number and clear photographs of the item, packaging, shipping label, and reported issue. If approved, Iced by 1heart will cover reasonable return-shipping costs and offer an appropriate repair, replacement, exchange, or refund.

Do not discard the item or packaging before your claim is reviewed.

Exchanges

Eligible items may be exchanged once per order, subject to availability. Any price difference must be paid before the replacement is shipped. If the replacement costs less, the difference will be refunded or issued as store credit, as agreed during the exchange process.

Refunds

Refunds are issued to the original payment method after the returned item has been received and inspected.

Please allow 5–10 business days for inspection and processing. Your bank or card provider may require additional time to post the refund.

Shipping charges and applicable return fees will not be refunded. Returns that fail inspection may be sent back to the customer at the customer’s expense.

Return Abuse

To the extent permitted by law, Iced by 1heart may limit or refuse returns associated with suspected fraud, product substitution, repeated excessive returns, altered merchandise, empty packages, or other abuse of this policy.

Nothing in this policy limits rights that cannot legally be waived.