FAQ

Payment

What payment methods do you accept?

We accept the following credit cards: Debit Card, MasterCard, Visa & American Express. We also accept payment by PayPal, Amazon Pay, Afterpay, Humm, Klarna, Laybuy, Latitude Pay, ApplePay, Google Pay, ShopPay. If you decide to use either of these methods, you’ll be taken to their website, where you’ll be prompted to log in and process your payment. You’ll then be directed back to our merchant website once your transaction is complete.

Where is my refund?

We aim to process refunds within three days of an item being returned to us. Please note, your bank may take several days to process the payment back into your account. With that said, please allow up to ten working days after posting the item back to us before getting in touch about your refund. We’ll contact you by email to let you know when your refund has been processed.

What is Afterpay?

Afterpay is a whole new way to shop. Afterpay allows you to buy you items now, and pay for them later. Please note Afterpay is only available to Australian customers.

How does it work?
1. Choose your items, and add them to your cart.
2. Select AfterPay at checkout.
3. When you are approved, your items will be shipped to you like with every other purchase.
4. You then pay for your items with AfterPay via 4 equal instalments over the next 8 weeks.

What is Humm?

At humm, they do Buy Now Pay Later a little differently. Instead of just focusing on the little joys in life, they allow you to fund whatever you need, both big and little. Please note Humm is only available to Australian customers.

Humm has two products: 

Little things for all of your purchases up to $2,000,
and Big things for those purchases over $2,000 and all the way up to $30,000
They each have their own set of rules for approval, but no matter what, they never charge interest – ever.

Buy ‘Little things’

  • Apply for up to $2,000
  • Repay in 5 fortnightly or 10 weekly slices
  • Repay and free up your balance to spend again

Buy ‘Big things’

  • Get pre-approved for up to $5,000 online or via the app
  • Apply instore for up to $30,000 depending on what you buy and where you shop
  • Repay over 6, 12, 24 months all the way up to 60 months.

What is Klarna?

Split the cost of your purchase into 4 payments, paid every 2 weeks. No interest. No catch. Just more time to pay for the things you love. Please note Klarna is only availabe to Australian customers.

No interest. No catch.

Buy now, pay later is an alternative to credit and gives you the flexibility to shop what you want, when you want, without breaking the bank. When you split the cost of your purchase into 4 smaller payments with Klarna, you'll never pay any interest. Ever.

Smooother than the rest.

Report returns directly in our app and only pay for the items that you keep. Get a full overview of your payments online or in our app.

What is Laybuy?

How Laybuy works online

If something's twisting your arm, Laybuy lets you receive your purchase now and spread the total cost over 6 weekly automatic payments. Always interest-free. Please note Laybuy is only available to Australian customers. 

Step 01

Proceed to checkout as normal and select Laybuy as your payment method.

Step 02

Log in or sign up and complete your order in seconds.

Step 03

Choose your payment day, view your schedule and select pay now to complete your order.

Step 04

Your order is on its way. Payments will be taken each week automatically.

See laybuy's FAQ's and answers

What is Latitude Pay?

10 weekly payments for purchases up to $1000. No interest, ever. It's easy for shoppers!

How Latitude Pay works online

Latitude Pay lets you receive your purchase now and spread the total cost over 10 weekly automatic payments. Always interest-free. Please note Latitude Pay is only available to Australian customers.

Step 01

Proceed to checkout as normal and select Latitude Pay as your payment method.

Step 02

Log in or sign up and complete your order in seconds.

Step 03

Choose your payment day, view your schedule and select pay now to complete your order.

Step 04

Your order is on its way. Payments will be taken each week automatically.

 

Ordering and delivery

Can I place an order without creating an account?

Yes. You can place an order as a guest with no obligation to create an account. We do recommend that you create an account as it would be easy to check your order history, have your shopping basket items and payment details saved for next time. It’s quick and easy to create an account. Just visit Register Account and follow the instructions on-screen.

Where is my order confirmation?

This is automatically sent to your email address or phone number when you place an order. If you haven’t received your order confirmation within 24 hours, please get in touch at sales@icedoutkingz.com just in case there’s a problem with your order. Please check your mailbox’s spam or junk folder before contacting us in case the order confirmation has been diverted there.

Why has my order been canceled?

Your order will only be cancelled if we suspect the transaction to be fraud. If you believe there has been a mistake please contact us immediately. 

How do I cancel my order?

There is only a short amount of time between when you place your order and when we start processing it. If you contact us straight away after ordering, we may be able to cancel your order before it’s processed. If not, we’ll despatch your order and then you can return it to us if you wish upon receiving it.

Can I alter my order?

If you would like to modify your order, you will need to contact us immediately. Depending on the orders production time frame we may be able to change your order details prior to delivery. 

When will my order arrive?

 **PLEASE NOTE: Due to COVID-19 you may experience delays in some orders. We apologise for any inconvenience this may cause to you. **We only ship directly within Australia. Some orders can be delivered outside of Australia**
 
All orders (except personal custom orders) have a processing time of 1-3 weeks or more depending on the order, this excludes weekends and public holidays.
Personal custom orders could take 3-8 weeks, depending on the size and type of order. You will receive an email or text when your order is out for delivery.
 
PRODUCTION: 
1. Order Item = One of our designers will start producing, crafting and testing your items (this usually takes 1-3 weeks or more depending on your order)
2. Your order will be shipped = We usually ship items as soon as your order has been completed (tracking number will become available almost immediantly) 
 
PLEASE NOTE: Orders placed on Fridays, the weekend or public holidays will not be processed until the next business day. Our designers only work from Mon-Fri.

What countries do you ship to?

Iced Out Kingz™ is based in Canberra, Australia and only ship/deliver Australia wide. Some personal custom orders can be delivered internationally. Contact us for more information. 

How much is shipping?

Free express shipping Australia wide via Australia post.

Can I track my order?

We have an exclusive order status live tracker, you can see your order from the moment you place it, through to despatch and delivery. Click here to see your order status, you will need your email address and order number. 

According to my tracking number, my package has been delivered but I don’t physically have it. What should I do next?

Iced Out Kingz™ will not be responsible for orders that get delivered to the wrong address, it is your responsibility to make sure you are giving us the correct address. Please double check address carefully before checking out. If you believe you have made a mistake contact us straight away. Iced Out Kingz™ will not be responsible for lost packages or packages that have been marked as delivered but cannot be located. 

What happens to an order that is suspicious of fraud?

ICED OUT KINGZ reserves the right to cancel any order that appears suspicious or fraudulent. All fraudulent transactions will be reported to proper authorities.

Why do I need to send through additional security information for my order?

The security of your information and money is really important to us, so in order to keep our customers safe, we perform plenty of security checks every day.

Don't be alarmed if this happens to you, we just need a little more info to validate and confirm the payment of your order so we can have it shipped.

Our security team will contact you via email or text requesting some additional information from the cardholder. This will include:

  1. Drivers Licence OR Utility Bill showing the billing address on the order
  2. A screenshot of the transaction from your internet banking (or banking app)
  3. Alternative email address OR phone number

Please note, any documentation you are sending - you are welcome to cross out anything that is not relevant to Iced Out Kingz. We just need to see the transaction amount/date/time, cardholder name & address. Keep in mind, we aren't asking for any new information that we don't already have or any extra payments!  We're just wanting to cross-check this purchase and confirm that you (the buyer) can supply this information to us directly.

If you purchased with express/priority shipping - your order will only be delayed if we don't hear back from you right away. The sooner we hear from you, the quicker we can verify your order and get it shipped!  

How do I contact you?

You may contact us via our website through our contact form, directly via email sales@icedoutkingz.com or you may contact us via phone 0413 984 099. Please note if you do contact us via phone and we do not answer, leave a message of your enquiry, state your order number if you have one and your full name or send us a text with the same information otherwise we will not call you back.

Returns

Can I return or exchange an item?

We have a 14 day money back guarantee, as long as it’s undamaged, unused and contained in its original packaging with all tags and labels attached. If you’re unsure about sizes, refer to our size chart please note this is just a guide, sizes may vary. You are responsible for your own return, you will need to pay for return postage. International orders, please note that we will charge a 30% re-stocking fee if the item is returned to us due to unpaid duties and taxes.

My order has arrived but it’s not as I expected. What can I do?

In the rare event that your order arrives damaged or faulty, please take photos of the product and email our customer service team  sales@icedoutkingz.com with the details. We’ll respond within 24 hours. If you change your mind, we’ll gladly accept it back as a return, providing it’s in “as new” condition, in its original packaging with all labels attached. You are responsible for the entire return process including paying for the return label/parcel. Iced Out Kingz™ will not be responsible for the return fees. 

How do I return an item?

Click here to start a return.

If your item is damaged you will need to attach clear photos with a written reason. If your refund has been approved you will need to send your item back to the address we provide. You are responsible for postage fees. 

How long does it take to return an item?

We aim to process refunds within three days after receiving the item into our warehouse, but it can take several days for your bank or credit card provider to process the refund into your account, or onto your card.

Quality of jewellery

I would like to know more information about your jewellery, could you explain the process?

1. SHINY FOREVER: Every Cubic Zirconia stone is hand-selected 5A quality, which are totally clean and transparent, similar shine to real diamonds. We adopt 0.3μm gold plating for 5 times, so it won’t turn your skin green and assures no colour fading for 3-5 years. It can ensure each your piece reflects plenty of light to create that bling effect.

2. PREVENT FALL: We use brass as base material which we can do prong-setting as real gold and diamond so all of our jewellery pieces are prong-set, not glue set. You can see that diamonds inlaid in our pieces are neatly arranged. Prong-setting makes products more bling shine and assures no stone falling.

3. SOLID AND FLEXIBLE: Test the clasp to make sure it closes securely and does not open easily. It should be strong and not easy to bend or break. It will allow you to wear your piece more often without fear that its parts will wear out quickly.

4. FINE HANDCRAFT: Each part of our jewellery pieces are cut and polished with absolute accuracy by manufally, as you can see the surface of each piece are very smooth and shiny.

5. HIGH QUALITY MATERIAL: We adopt 18K Gold/Platinum plated on premium brass as base material, Lead and Nickel Free. Our pieces set with hundreds of 5A Cubic Zirconia stones, which are totally clean and transparent, similar sparkle to real diamonds.
 
6. MEET ALL YOUR NEEDS: ICED OUT KINGZ provides you fantastic hip-hop bling to fully meet your requirements. Our impeccable details with skilled craftsmanship and nice colours, presenting you the feeling of elegance and delicacy. All products are factory made which means our designers create and craft every order on the spot, we don't just sell you jewellery off the shelf, we design it, create it and craft it.

7. CUSTOMER SERVICE: Our pieces are perfect for hip hop, rappers, party, bands, fashion, photo and video shoots, to keep you standing out from the crowd. Customer satisfaction is our top priority. We can offer a 14-day return and a lifetime warranty. Contact us for more information.

 

Will my jewellery fade?

Copper products can maintain 1-3 years without fading; stainless steel and silver products do not fade for 5 years, however your careful maintenance will greatly help to last its beautiful finish.
Because our products use a 5-layer electroplating process, the electroplating thickness of real gold (gold/rhodium) is 5-10 times higher than that of the market, and adopts the latest nano-protection technology; stainless steel products we use the most advanced and reliable electroplating process in the industry, PVD.

What grade materials are used in your jewellery?

ICED OUT KINGZ always uses the highest quality materials when it comes to fashion jewellery. All base metal styles are made of brass, silver or stainless steel and plated with white or yellow 18k eletro e-coating and polished to perfection for a glossy finish.
We know the importance of providing quality styles that make you not only look good but feel good and because of that, our styles are nickel and lead-free - meaning they are all hypoallergenic!

Custom design

What is the process of custom jewellery?

1. You can pre-design your piece on our website our jewellery consultant will contact you, tell us your story, let's discuss your design ideas, options, budget, with our jewellery consultant. Got crazy ideas? Let's talk.
 
2. Choose your material we offer moissanite (VVS diamonds), zircon, 925 sterling silver, brass copper, electro gold plating etc, choose your favourite according to your budget, our jewellery consultant can give you advice as well.
 
3. Get it designed, with those details in mind, our artists start sketching design concepts until we find the look that just feels right.
 
4. See it come to life, visualise your piece with high resolution 3D renderings & we'll adjust every detail until you tell us it's perfect.
 
5.  Now you have it, you will receive your unique masterpiece in several days after production.

How long does a project take?

Typically, your custom piece will be in your hands 2-4 weeks after we've finalised your design. We offer free express shipping once your project is complete.

How do i pay for my custom product?

50% deposit before 3D drawing, 50% before shipping or we collect entire payment before production. We will send you an invoice and a request for payment, we accept Visa, Mastercard, Debit Card, PayPal, American Express, Direct Bank Transfer, Cash Payment, Afterpay, Humm, Latitude Pay, Klarna or Laybuy. 

When do i get to see my design? Do i have to pay first?

There's no charge to discuss your design & price out options with our team. We do request a deposit prior to producing 3D models & renderings of your design and that deposit goes toward the final cost of producing your piece. You can start your project by pre-desiging here. We do get alot of custom orders, we highly reccomend you book in your project via our website >> Yes you can pay with Afterpay, Humm, Laybuy, Latitude Pay or Klarna, we will create an invoice for you when your project is due for full payment.

Can i have a diamond pendant?

We offer zircon & moissanite diamonds. Moissanite can meet VVS1 level and will not fail the diamond detector 

Do you offer warranty on custom jewellery?

All Personal Customized Jewellery is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a Repair Fee will be charged for all future repairable product issues.

*Warranty does not replace lost or stolen items*

Can i see samples of what i can have made?

Yes ofcourse, just click on each link below to see what has been made for previous clients. This will give you an idea of what can be made, whatever you can think of, our experts can have it made.

VVS moissanite diamonds

What is VVS moissanite diamonds?

Moissanite has a higher brightness and lustre than any other popular gemstones (including diamonds, rubies, sapphires and emeralds). The refractive index of Moissanite is 2.65-2.69, which is nearly 10% higher than that of diamond. Compared with other gems and jewels (including diamonds), pyroxene has higher firepower and brilliance, nearly 2.4 times the firepower of diamonds. Not only can the thermal conductivity meter fail to detect the difference between Moissanite and diamonds, but also the price of Moissanite is less than one-tenth of the price of diamonds.

What makes moissanite so unique?

In conclusion, these qualities make eternal colourless Moissanite an excellent value. In general, the durability of a gemstone depends on its hardness, scratch resistance, toughness or chipping resistance. Unlike other jewellery will become turbid over time, Moissanite has strong wear resistance and is harder than the most popular gems such as ruby, sapphire, emerald and tanzanite, which can be passed down from generation to generation like diamonds. 

How do i look after moissanite jewellery?

Just like diamonds, Moissanite should be cleaned regularly, and the prerequisite for lasting long, instructions will be given with item.

How long will it take to make a moissanite jewellery piece?

Creating & designing moissanite jewellery could take up to a month as this requires alot of detail. We do have some already made jewellery designed with moissanite if you are interested, otherwise we can create anything you like. For more information contact us via email on sales@icedoutkingz.com

Can i see samples of what moissanite looks like?

Yes ofcourse, just click on each link & you will see all different types of jewellery that can be made using moissanite. 

Warranty

Do i get warranty with my purchase? If so how long?

ONE YEAR LIMITED WARRANTY

(a) In Australia, our goods come with guarantees which cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

(b) In addition to any other rights you may have under the Australian Consumer Law we warrant to you that the product we supply to you will come with a one year limited warranty.

(c) What is a defect? Our Warranty applies to any fault, error or defects in the products (Defect) and includes: any improper workmanship or materials, breakage and diamonds or stones being dislodged from the products.

(d) What do you need to do to claim the Warranty? If at any time after the delivery of the products, you believe you have a product the subject of a Defect you must cease using the product and contact us either (a) in writing along with a photo and description of the Defect or (b) through the warranty form on our website and by attaching a photo and description of the Defect. If we ask you to, you must return to us the defective products, together with all packaging, parts, accessories, documentation and proof of purchase to the contact details set out below. 

(e) Where you return a product as part of Defect claim you will need to cover any associated costs of you returning the products to us.

(f) When we receive the products you return, we will assess the alleged Defect and make a determination as to whether the claim is valid under our Warranty.

(g) What will we do if you make a successful claim under our Warranty? We will, at our own cost:

(1) repair or replace the product (the decision of whether to repair or replace is at our sole discretion); or

(1) if we are unable to repair or replace the product, we will offer you a choice of a credit, refund or compensation as applicable to the Defect.

(h) Damage Not covered by our Warranty The following damage is not covered by our Warranty:

(1) reasonable wear and tear;

(2) discoloration;

(3) any damage caused (or partly caused) or contributed to, by any:

(A) act or omission, accident or negligence by you or any third party not engaged by us;

(B) failure on your part to follow any instructions or guidelines (including jewellery aftercare guidelines) provided by us in relation to your products; and

(C) failure by you to notify us of any defect in your products within a reasonable period of time after you become aware of or ought to have reasonably become aware of the relevant Defect.

All Personal Customized Jewellery is guaranteed under our 30-Day Quality Guarantee. This policy entitles you to a free, one-time repair of your piece in the event that you experience any defects in craftsmanship or breakage due to manufacturing defects. This guarantee will be voided immediately in the event that user damage is detected (ie: water damage, accidental breakage, missing stones, etc.). Once the 30-day guarantee has expired, a Repair Fee will be charged for all future repairable product issues.

*Warranty does not replace lost or stolen items*

What should i do if my product needs repairs?

(d) What do you need to do to claim the Warranty? If at any time after the delivery of the products, you believe you have a product the subject of a Defect you must cease using the product and contact us either (a) in writing along with a photo and description of the Defect or (b) through the warranty form on our website and by attaching a photo and description of the Defect. If we ask you to, you must return to us the defective products, together with all packaging, parts, accessories, documentation and proof of purchase to the contact details set out below. 

(e) Where you return a product as part of Defect claim you will need to cover any associated costs of you returning the products to us and where we find the product is covered by our Defect we will refund the associated costs of you returning the product to us.

(f) When we receive the products you return, we will assess the alleged Defect and make a determination as to whether the claim is valid under our Warranty.