Frequently Asked Questions

When will my order get shipped?

Your products are personalised in house, so most orders ship in 1-2 business days after the order is placed. If your order will be delayed, we will notify you immediately.

When will my order arrive?

Orders leave our warehouse around 2 business days after the order is placed and, to addresses within the UK, will take approximately 2 additional business days to arrive.

How much does shipping cost?

Shipping is free on all orders over £25.

For orders under £25 to addresses within the UK, we charge a flat rate of £4.95 for Royal Mail First Class.

An optional UK Tracked Courier shipping option is available for £7.99.

Shipping to Europe is charged at £9.99.

How do I track my order?

If you have chosen a tracked delivery option, when your order leaves our Warehouse we will send you an email with a link to the shipping company’s tracking website.

How much does personalisation cost?

All of our personalisation is completely free!

How do I personalise a gift online?

Using our custom developed Merchr™ technology, you can easily type in your chosen name on any of our products and it will display a preview for you to see. You can even change the font and colour to make it more personal!

Can I personalise a gift with a logo on it?

We do offer custom logo printing on all of our products, however the print method and colours used may differ slightly depending on the product. If you wish, please get in touch with us and we can arrange a bespoke quote for our design team to digitise your logo and get it printed!

What payment methods do you accept?

Our website uses Stripe to process card payments such as MasterCard, Visa, Discover and American Express. We also accept payment via cryptocurrency.

I can't find a specific item on the website

If you can’t find something specific that you are looking for, please get in touch with the team and we will do what we can to locate your gift!

Can I get a discount if I buy gifts in bulk?

Of course! Get in touch with our trade team and we can chat about our bulk pricing structure.

Please note that website vouchers and other seasonal discounts cannot be redeemed against bulk orders.

How can I change my order?

If your order is processing with us but you need to change the name or design then please get in contact with one of our helpful team at the earliest possible opportunity. If your gift has not yet reached the personalisation stage, then we should be able to update your order.

Once your order has already been personalised for you then unfortunately we are not able to make any changes.

Can I return my order?

At ICE.co.uk, we stand behind our high-quality products, the precise personalisation and our exceptional service because we know how important every gift is. If you’re not completely delighted when you receive your order, get in touch and we’ll do everything we can to make it right.

How do I use my discount voucher?

When you go to checkout, you’ll see an area where you can put your voucher code in that will automatically apply the discount to your order.

How do I search for a product?

In the Search Box at the top of our website, type in the word or phrase for what you are looking for. You can search by Keyword, Item Number, Price, Recipient, Occasion, Product Type, or any combination of criteria.

How do I send a gift to someone else?

After you select your Billing Address in the checkout process, you’ll be asked if you want to send the gift or gifts to a different address than the billing address.

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If you can’t find the answer to your question here, please get in touch and we’ll be happy to help!