Shipping Policy

This Shipping and Ordering Policy applies to all orders placed through the ICEFREE website . By placing an order, the customer agrees to this policy.

1. Cut-off time

Orders placed on working days before 5:00 PM (GMT+1, Netherlands) will be included in the next processing round.

Orders being placed:

  • after 5pm,

  • on the weekend,

  • or on national holidays,

will be processed from the next working day .

2. Order processing

After receiving the order, order processing starts.

Processing time:

  • maximum 1–2 working days

  • only on working days (Monday to Friday)

  • excluding national holidays

During processing the order:

  • checked,

  • administratively processed,

  • prepared for shipment,

  • and registered with the logistics partner.

Once the order has been handed over to the carrier, the customer will receive a shipping confirmation email . A Track & Trace code will be included, if available .

3. Shipping & delivery time

Average delivery time after processing

After completion of processing, the average delivery time is :

  • 8–13 business days (Monday to Friday)

Maximum delivery time

The maximum delivery time is:

  • 15 working days from the moment of ordering

This term consists of:

  • maximum 2 working days order processing

  • maximum 13 business days shipping

The stated terms are based on average logistics performance within an international dropshipping model .

4. Deviations & exceptions

In exceptional circumstances, delivery may take longer than the stated timeframes. This may be due to, among other things:

  • increased pressure on carriers,

  • customs or security checks,

  • international logistics delays,

  • extreme weather conditions,

  • holidays or seasonal peak periods.

ICEFREE cannot be held liable for delays beyond its direct control, provided the order was processed and shipped correctly and on time. We will, of course, continue to actively monitor the shipment.

5. Cancellation of orders

Cancelling an order is free of charge as long as the order has not yet been shipped .

You can cancel by contacting us as soon as possible via the contact page.

NB:

  • Orders are typically shipped within 1–2 business days .

  • If your order has already been shipped, cancellation is no longer possible.

  • In that case, you can make use of the statutory right of withdrawal .

  • Any return costs are the responsibility of the customer , unless otherwise stated.

6. Wrong or damaged items

Is your order:

  • arrived damaged, or

  • delivered incorrectly?

We will of course resolve this carefully.

Procedure:

  • Report this within 30 days of receipt

  • Please mention the order number

  • Add clear photos of the product and packaging

  • Please contact us via the contact page

After assessment, we will offer an appropriate solution, such as replacement or refund, in accordance with our policy and applicable law.

7. Delayed orders

Has the order not been received after 15 working days ?

Then follow these steps:

  1. Please check the shipping status first (if available)

  2. Please contact us via the contact page

  3. Always mention the order number

We investigate the situation and keep the customer actively informed of progress.

8. Customer service

Store Name: ICEFREE
Customer Service Opening Hours:
Monday to Friday
08:00 – 17:00 (GMT+5)

We strive to:

  • to answer messages within 24 hours on working days ,

  • and to handle each request carefully and substantively.

9. Transparency & Responsibilities

ICEFREE communicates clearly about order processing, shipping, and delivery. By placing an order, the customer agrees to this shipping and ordering policy.