Exchange and Returns Conditions
Your satisfaction is our priority. To ensure a positive shopping experience, we have implemented the following conditions for exchanges and returns:
Returns for Defects or Errors: We accept returns and exchanges only for defective items or those sent in error, and not for size changes or model changes. If you have received a damaged or incorrect item, please contact us within 7 days of receiving your order to request a free return or exchange.
Item Conditions: Returned items must be in the same condition as they were received, with all original tags and packaging intact. We reserve the right to refuse returns of damaged or used items beyond what is necessary to assess their nature, defects, or functionality.
Return Procedures: To request a return or exchange, please contact our customer service at store@theicestmoritz.ch within the specified period. We will provide detailed instructions on how to proceed with the return or exchange.
Refund Timelines: Refunds for returned items will be processed within 20 working days upon receipt and verification of the returned item.
Shipping Charges: Shipping charges for returns due to defects or errors on our part will be covered by us. However, shipping charges for other types of returns will be the responsibility of the customer.
These conditions are designed to ensure fair and transparent handling of exchanges and returns while maintaining the quality and integrity of our products. For further questions or clarifications, please do not hesitate to contact our customer support team.
Thank you for your understanding and cooperation. We are here to help you have the best shopping experience possible.
The items received are incorrect or are defective
We apologize for any inconvenience if you’ve received incorrect or defective items. Your satisfaction is important to us, and we’re here to make it right. Please contact our customer support team at store@theicestmoritz.ch with details of the issue, including your order number and a description of the problem with the items. Providing photographic documentation, if possible, can greatly assist us in understanding and resolving the issue efficiently.
Standard procedure:
Contact Customer Support: Reach out to our dedicated customer support team via email at store@theicestmoritz.ch, providing necessary details such as your order number and a description of the issue. Including photographic documentation, if available, can help expedite the resolution process.
Evaluation: Our team will review your case and assess whether the items are indeed incorrect or defective.
Resolution Options: Depending on the nature of the problem, we may offer replacements, refunds, or other appropriate solutions to ensure your satisfaction.
Return Process (if applicable): If the return of items is required, we’ll provide instructions on how to proceed with the return process.
Follow-Up: We’ll follow up with you to ensure that the issue has been resolved to your satisfaction and to address any further concerns you may have.
Our goal is to ensure that you’re completely satisfied with your shopping experience, and we appreciate your understanding and cooperation in resolving any issues that may arise.
