I have questions regarding my purchase!
Send your questions directly to firstname.lastname@example.org and we will get back to you as soon as possible.
* Can you still send out shoes 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 of 1-2 days are possible.
If you are unsure whether or not deliveries are possible in your area, check UPS’s Service Alerts here (English):
* Can I still get in touch with you during the Covid-19 outbreak?
Yes! The best way to reach us is by email on email@example.com. Our Customer Service is running on less staff than normal and our phone times are currently limited to 09-12 CET Mon-Thur. We ask for your understanding and will do our best to respond to every query as quickly as possible.
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 firstname.lastname@example.org 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: email@example.com
• Phone: +46(0)31 - 81 70 90
• Office hours:
9 am - 4 pm CET Monday-Friday Currently 09-12 CET Mon-Thur (closed 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, Sweden and the UK.
Also note, we are not able to deliver to following: Norway - Svalbard, Jan Mayen. Denmark - Faroe Islands, Greenland. Finland - Åland. UK - the Channel Islands. Spain - Canary Islands.
What if I am outside the EU?
Unfortunately at this time we do not ship orders outside the EU except for Norway (not Svalbard or Jan Mayen) and USA. To find out if we have a distributor in your country, please contact us at firstname.lastname@example.org.
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.
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 information from the shipping company with tracking number sent by email.
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. When the order is actually sent – you will get another e-mail with information that your order is on the road. Here you will get information about transporter and 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 email@example.com
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 firstname.lastname@example.org 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 complaint. The 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 on of the shoes.
4. E-mail your pictures to email@example.com. 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.