At GothicIce, customer satisfaction is our priority. If you are not completely satisfied with your purchase, please review our return and refund policy below.

Return Eligibility

We accept returns within 14 days of delivery for eligible items.

To qualify for a return:

• Item must be unused and unworn.
• Item must be in its original packaging.
• Item must be in the same condition as received.
• Proof of purchase is required.

Non-Returnable Items

The following items are not eligible for return, refund, or exchange:

• Custom jewelry and personalized items.
• Made-to-order products.
• Grillz and custom dental jewelry.
• Customized photo pendants.
• Custom name pendants.
• Solid gold custom orders.
• Moissanite Cuban chains and tennis chains made to order.
• Sale items and promotional products.
• Gift cards.

Once production has started on a custom order, cancellations are not permitted.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If you receive:

• A damaged item
• A defective item
• The wrong item

Please contact us within 7 days of delivery at:

support@gothicice.com

Please include:

• Order number
• Product name
• Clear photos or videos showing the issue

We will review the claim and provide a suitable resolution.

Return Shipping

Customers are responsible for return shipping costs unless the return is due to our error, including:

• Wrong item shipped
• Manufacturing defect
• Item damaged during transit

Original shipping charges are non-refundable.

Restocking Fee

Approved returns may be subject to a 20% restocking fee.

This fee covers processing, inspection, handling, and payment processing costs.

Exchange Policy

We accept exchanges for eligible non-customized items within 14 days of delivery.

Customers are responsible for exchange shipping costs unless the exchange is required due to our error.

Refund Process

Once your return is received and inspected, we will notify you via email.

If approved:

• Refunds will be issued to the original payment method.
• Processing time is typically 5–10 business days depending on your payment provider.

Shipping fees are non-refundable.

Custom Jewelry Warranty

GothicIce stands behind the craftsmanship of our products.

If your custom jewelry experiences a manufacturing defect, we will repair or replace the item at our discretion.

This warranty does not cover:

• Accidental damage
• Water damage
• Misuse or abuse
• Normal wear and tear
• Third-party modifications

Repair services may be available for a fee.

Return Authorization

All returns must be approved before being shipped back.

Returns sent without prior authorization may be refused.

To request a return authorization, please contact:

support@gothicice.com

Contact Information

For questions regarding returns, exchanges, refunds, or order status:

Email: support@gothicice.com

Website: https://gothicice.com

1. How Long Until I Receive My Jewelry?

Delivery Time = Processing Time + Shipping Time

Processing time varies depending on the product.

Some popular styles can be shipped within 48 hours (excluding Sundays and holidays), while made-to-order items typically require 2-3 weeks for production.

Shipping time depends on the shipping method you select. For more information, please refer to our Shipping & Delivery Policy.

• If you choose to pay by Credit Card or PayPal, your order will be confirmed immediately on our website.
• Once your order has been shipped, you will receive a shipping confirmation email containing your tracking number.

2. Where Do You Ship To, and How Much Does Shipping Cost?

Free Shipping (12-15 Business Days)

Eligible orders qualify for free shipping.

Standard Shipping (8-12 Business Days)

Fast Shipping Fee:

$5

DHL / FedEx Express Shipping (5-7 Business Days)

Shipping Fee:

$25

Some addresses are classified as remote areas and may require an additional remote delivery surcharge.

The remote area delivery fee is generally:

$25-$30

Standard Shipping Rates

1. Orders under $79: Standard Shipping Fee is $10.
2. Orders of $79 or more: Standard Shipping is FREE.

Standard Shipping Is Available for the Following Countries:

• United States
• United Kingdom
• Australia
• France
• Germany
• Spain
• Italy
• Japan
• Canada

Other international orders are shipped via DHL/FedEx Express at a flat rate of $30.

If you would like to confirm whether shipping is available to your country, please contact us at:

support@gothicice.com

General Shipping Information

• Please allow 1-2 business days for order processing and verification.
• We are not responsible for any lost, stolen, or damaged shipments. All shipments are insured, and buyers are responsible for filing claims with the shipping carrier.
• We cannot and will not change, intercept, or reroute packages after shipment. Orders will only be shipped to the address provided during checkout.
• Please note that customs duties, import taxes, or other fees may apply to your order. These charges are not included in the purchase price and are not collected by GothicIce.

3. Where Can I Receive My Order?

Your order can be delivered to any valid address you provide, including:

• Home Address
• Business Address
• Other Valid Delivery Address

Once your order has been shipped, you will receive a shipping confirmation email with your tracking number.

4. Can the Delivery Country Be Different from the Purchase Country?

No.

The delivery country must be the same country where the order was placed.

We only ship to the address provided during checkout and cannot change, intercept, or alter the delivery once the order has been shipped.

We are not responsible for any lost, stolen, or damaged shipments. All shipments are insured, and buyers are responsible for filing claims with the shipping carrier.

5. Can I Track My Order?

Yes.

You can view your order status in the "My Orders" section of your account.

If you do not have an account, you can use the order information link included in your shipping confirmation email to check your order status.

Contact Us

If you have any questions regarding your order status, please contact us:

Email: support@gothicice.com

Website: GothicIce.com