FAQ

I have questions regarding my purchase!
Send your questions directly to webshop@icebug.se and we will get back to you as soon as possible. If you contact us about an existing order, always include your order number.

* ARE YOU STILL OPERATING DURING THE COVID-19 OUTBREAK?
Yes! We keep shipping orders from Gothenburg, Sweden as usual and our international shipping partner UPS is operating pretty much as normal. Minor delivery delays are possible.
If you are unsure whether or not deliveries are possible in your area, check UPS’s Service Alerts here (English):
https://www.ups.com/en/en/service-alerts.page?

Do you have an Icebug brand store I can visit?
In August 2015 we opened our brand concept store in Gothenburg, Sweden, on Södra Larmgatan 9. We also have a lot of retailers. Please contact us on webshop@icebug.se for more information.

How do I know that my order has been registered?
You will receive an e-mail confirmation when you have placed your order. Please check your junk email if the confirmation does not appear within a couple of minutes.

What if I made a wrong order or need to change something?
If you have placed an order and something is wrong you must contact us immediately by:
• E-mail: webshop@icebug.se
• Phone: +46(0)31 - 81 70 90 (open 10 am - 3 pm CET Monday-Friday (closed 11-12:30 Mon, Wed and Fri, and on Swedish Bank Holidays).

How will my order be confirmed?
You will receive an e-mail from us when you have successfully completed your order.

How do I pay?
We use PayPal and Klarna Checkout as payment methods (subject to availability in your country).
See \"Ordering and Prices\" in our terms and conditions: https://icebug.com/terms-and-conditions

What if I don’t want to use PayPal?
You can also pay by credit card / debit card, via PayPal. This doesn't require you to have a PayPal account.

In what currency will I pay?
If you are shopping from a country within the European Union you shop in EURO (€) and in the USA in USD ($).

Which countries can I order from?
You can order from an EU country.
The EU countries are:
Austria, Belgium, Bulgaria, Croatia, Republic of Cyprus, Czech Republic, Denmark, Estonia, Finland, France, Germany, Greece, Hungary, Ireland, Italy, Latvia, Lithuania, Luxembourg, Malta, Netherlands, Poland, Portugal, Romania, Slovakia, Slovenia, Spain and Sweden.

Also note, we are not able to deliver to following: Norway - Svalbard, Jan Mayen. Denmark - Faroe Islands, Greenland. Finland - Åland. Spain - Canary Islands.

Since January 1st 2021 we no longer offer shipping to the United Kingdom.

What if I am outside the EU?
Unfortunately at this time we do not ship orders outside the EU except for Norway (though not Svalbard or Jan Mayen) and USA. To find out if we have a distributor in your country, please contact us at webshop@icebug.se.

How quickly will my order be shipped?
Normal delivery time is 3-7 business days.

Which delivery company do you use?
Icebug uses UPS as our international shipping agent. UPS usually deliver between 8 am - 6 pm. The shipment goes directly to your address, not a collection point.

Can I get my shipment to a PO Box?
No, UPS cannot deliver to a Post Box (PO Box). A street address is necessary for delivery.

Furthermore, UPS cannot deliver to APO (Army Post Office), DPO (Diplomatic Post Office) or FPO (Fleet Post Office) addresses.
The only way to send an item to an APO, DPO or FPO address is to use the U.S. Postal Service (USPS).

How much does shipping cost?
Please see \"Ordering and Prices\" in our terms and conditions: https://icebug.com/terms-and-conditions.

Can I track my order?
You will get a shipping confirmation including information about your tracking number sent by email, once the shipping of your order has been booked at the warehouse.

Will I get an e-mail or text when my order has been shipped?
You will get an e-mail when the order has been sent to our warehouse for packing. This e-mail will inform that your order is being shipped and will include information about the transporter and your tracking number.

What happens if I don’t collect my order?
You will be charged a fee for not claiming your goods. Please see \"Uncollected Packages\" in our terms and conditions: https://icebug.com/terms-and-conditions.

How do I return goods?
For more information please see \"Right to cancel and return products\" in our terms and conditions: https://icebug.com/terms-and-conditions.

How do I make an exchange for a different size or model?
We do not make direct exchanges. Please follow the procedure to return the product you wish to exchange and place a new order in the webshop.

How long is the warranty for my goods?
We want all our customers to be 100% satisfied with their purchase. If you have a problem with an Icebug product, please contact your point of purchase. If you ordered in our webshop, contact us at webshop@icebug.se

We do not have a warranty period. We follow ARN (The national board of consumer disputes in Sweden) – you can find more information about it here http://www.arn.se/other-languages/english-what-is-arn/ Always kyour receipt as proof of purchase!
For more information see \"Complaints\" in our terms and conditions: https://icebug.com/terms-and-conditions

What if I've lost my receipt?
Contact us at webshop@icebug.se and we will try and help you the best we can. Please state information that can help us find your order, such as your name, order date and which product you ordered.

What happens if I think my item is defective?
Please see \"Complaints\" in our terms and conditions: https://icebug.com/terms-and-conditions

How to claim a product purchased in our webshop:
1. Explain briefly how the flaw appeared/occurred.
2. State your order number.
3. Take four to five pictures that complement your written claim. The fault/flaw must be well visible on at least one of the photos. Make sure that the product is photographed from both front and back, even the sole should be visible. Include a clear photo of the sizing label inside one of the shoes.
4. E-mail your pictures to webshop@icebug.se. We recommend one of the following formats: JPEG, PNG or PDF.
5. We will look into your case and contact you within a few days.

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Icebug make shoes that save the world from slipping - raising the bar for sustainability in the industry and making it easier to get outdoors.

Fabriksstråket 35, 433 76 Jonsered, Sweden|+46 (0) 31-81 70 90|webshop@icebug.se

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