FAQs


COVID19

At Ice Atelier, our top priority is the health and well-being of our clients, teams and communities, and we have been closely monitoring the latest developments with the novel coronavirus (COVID-19). 

Will COVID-19 affect my Iceatelier.store order ?

We honor all past and future orders. In compliance with the hygiene conditions recommended by the health authorities.

We do our utmost to deliver as quickly as possible, however in view of the current situation,  we may exceed the announced deadline. Please allow up to 2-3 weeks for processing including shipping. The customer service remains available by chat  or email to inform you about the status of your order.

Can I still place an order on the website ?

Absolutely, we continue to process and ship all of your orders, despite the current economic situation, in compliance with the hygiene rules recommended by the government. It is however possible that we may account for additional processing delays.

In case of delay, do not hesitate  to contact us for precise information on the processing of your order.

 

Payment Method

 

What payment methods are are accepted ?

 Apple Pay, Visa, MasterCard, American Express, Discover, JCB, Diner's Club and Gift Card but   

 

Shipping and delivery

How long is processing ?

Processing is 1-9 days.

How can I track my order?

Once your package has been shipped, you will receive an email containing the tracking number of your order ! 

 

 

Exchanges and Returns

Can I return or exchange an item ?

Beginning April 7th, 2020, We will accept requests for returns & exchanges within 2 days of delivery. If accepted, Item(s) should be shipped within 4 days. Item(s) must show no signs of wear and be in it’s original packaging. To submit a request please contact us with your order number and a detailed description (with pictures of the item(s) to review) at sales@iceatelier.store.

Size and Maintenance

Can you help me find the right sizing? 

For any questions regarding the size of the models sold, do not hesitate to contact our team sales@iceatelier.store.     

I wear a half size should I go up or down to the nearest whole size?

If you wear a half size you should go UP to the nearest whole size .

About us

Do you have a shop or showroom ?

Not yet, we are working on one. Stay updated !!

Where are you located ?

We do not have a store yet but Our warehouse is located in  Valencia, Spain.