FAQ

What if I have questions regarding my purchase?

Send your questions directly to webshop@icebug.se and we will respond to you as soon as possible.

Do you have a Icebug brand store I can visit?

In August 2015 we opened a brand store in Gothenburg, Sweden, on Södra Larmgatan 9.
We also have a lot of retailers..

How do I know that my order has been registered?

When you have finished your order you will receive an e-mail as a confirmation and when we have treated your order and passed it to our stock for delivery you will receive another e-mail.

What if I made a wrong order or need to do a change?

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
• Opening hours: 9 am - 4 pm

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 only use PayPal as a payment method at the moment.
See point number 4 for payment.
http://int-shop.icebug.com/terms-and-conditions#4.

What if I don’t want to use PayPal?

You can also pay by credit card / debit card.

What currency is my payment made in?

As a customer from a country within the European Union you shop in EURO (€).

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 Ilands, Greenland. UK - the Channel 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). For USA, orders are placed in the US webshop: https://us-shop.icebug.com/

How quickly will my order be shipped?

Normal delivery time is 3-7 business days.

Who will be shipping my order?

Icebug AB uses UPS as our shipping agent. UPS usually deliver between 8 am - 6 pm. You can fill out your work address if that is preferable because of the delivery time. For more information please contact webshop@icebug.se

How much does the shipping cost?

• The shipping cost is €12, on orders up to €99
• For orders over €99 shipping is free
• Return shipping costs €15

Can I track my order?

If you stated your e-mail address at the checkout you will get information about transporter and tracking number.

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 number 11 for unclaimed packages in our terms and conditions: http://int-shop.icebug.com/terms-and-conditions#11.

How do I return goods?

For more information please see our terms and conditions, number 9: http://int-shop.icebug.com/terms-and-conditions#9

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 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/ Keep your receipt as proof of purchase.
For more information see number 8 for warranty, http://int-shop.icebug.com/terms-and-conditions#8.

What happens if I've lost my receipt?

Contact us at webshop@icebug.se and we will try and help you the best we can.

What happens if I think my item is defective?

See number 10 for defects http://int-shop.icebug.com/terms-and-conditions#10

How to claim a product purchased in our webshop:

1. Explain shortly how the flaw has 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.
4. E-mail your pictures to claims@icebug.se. We recommend following format: ZIP, RAR or JPEG.
5. We will look into your case and contact you within a few days.