Return & Exchange

Standard Return Policy
We want you to feel comfortable and confident when shopping at Helloice, that’s why we offer a 30-day return & exchange policy. If for any reason you're not satisfied with your purchase, you may return or exchange the unused item in its original condition as long as you contact us within 30 days from the delivery date.
Cancellation Policy
All items will be sent into production 120 minutes after we receive the payment. Therefore, any cancellations after that time will incur a 20% material and processing fee. And generally, the personalization/engraving/special orders are not allowed to cancel once it starts production, so please review your personalized information carefully before submitting the order,
if you insist on canceling the customized order, there will incur a 50% customized and material processing fee. You are welcome to contact our Customer Care Representatives if you have questions before placing your order.

Return & Exchange Instructions

  1. 1. Items returned without authorization will not be accepted.
  2. 2. The time frame for return & exchange must not exceed 30 days from when the original order was received.
  3. 3. All items must be returned in their original condition, without scratches or signs of wear, and must not be resized or altered in any way.
  4. 4. Please use the Local Post Office when returning goods. If we fail to receive a return parcel for returning through other carriers, the buyer needs to undertake the loss.
  5. 5. For return, any promotional gifts received must be included with the returned items. Otherwise, the retail price of the promotional gift will be deducted from the refund.

    Note:

    1. 1, Return address isn't the address on your package, so please contact our customer service firstly and get a return authorized.
    2. 2, Product with “engravings”, "customized", "personalized", "photo", "personal custom jewelry", and final sale are unavailable for return and exchange.
    3. 3, Return and reship cost is on the buyer.
    4. 4, Although you may have enjoyed free or undervalued shipping, the original shipping fee is non-refundable. Postage cost will be deducted if it was a free shipping order.
    5. 5, For the United Kingdom and EU countries, 20% of Value-added taxes (VAT) will be deducted.
    6. 6, Once the product is delivered and the order transaction is completed, if there are any after-sales problems with the order, the customs insurance will not be refunded.

    DJLLO will resend a new product under the following circumstances.

    1. 1. Customer received the wrong item.
    2. 2. The item is broken, defective, or has an incorrect engraving. (For broken or defective items, customers must contact Helloice customer service within 48 hours of receiving their order.)
    Refunds
    Refund & Exchange will be processed within 7 working days once get the return package. The refund will be issued to your original payment account.
    Please Note:
    The standard shipping rate before the discount will apply and is non-refundable. Although you may have enjoyed free or undervalued shipping, we do incur the original cost of shipping for every order. Therefore, we do not refund our original shipping cost.