Where is the store based?
Do you accept international orders?
Where does this store ship from?
Some badges, patches and stationery items are sent from the Netherlands, everything else is shipped directly from our suppliers in Korea, Japan and China.
How long will it take to receive my order?
We ship out all items we have in stock within 7 business days. After that, it may take about 15-20 business days for your package to arrive for tracked shipping, 20 to 40 business days for untracked shipping, depending on your location. If the item hasn't arrived to you after 35 business days please contact us immediately so we can arrange to send you a replacement!
Please keep in mind that we ship internationally and shipping times can be heavily influenced by the current situation around COVID-19: depending on where you live shipping can take longer or your items might be subject to a customs check which can cause delays.
We've set our base shipping to an absolute minimum so everyone worldwide can afford to buy from our shop, when in doubt please opt for tracked shipping if you'd like to have a clear idea of where your order is at all times. If you've picked tracked shipping for your order you can keep track of it right here.
IMPORTANT: items ordered in the last two weeks of January/first week of February might experience a shipping delay until the 10th of Feb depending on where they're shipping from as a result of Lunar New Year. You may still order items as usual during this time period but please keep this in mind and take the extra time into account! We have no control over this, sadly.
I've only received part of my order.
Our items ship from different locations/suppliers, so sometimes with bigger orders you'll receive several shipments. You will receive shipping notices per shipment as we send them out, so you should get a heads up of how many parts you will receive your order in!
What if a product I want to buy is out of stock?
No worries! Most of our products, even the sold out ones are available for pre-order: just let us know which products you're interested in and we'll let you know if we'll be able to restock them.
What is this store's return and exchange policy?
If there is something wrong with your product or order please contact us as soon as possible (within 30 days of making your order) so we can resolve it. If you would like to return a non-faulty item please keep in mind that these need to be returned intact and unworn within 5 days of receiving the item, there is a 30% restocking fee and we can't refund shipping costs.
Can I cancel my order?
Sadly we can't cancel orders once they've been made.
Why was I charged with a customs fee on my order?
We ship items individually as much as possible to make them exempt from any extra charges which means it's quite rare for this to happen, especially with small orders, however if your country charges import tax over a certain amount you will need to take this into account before ordering as we can not be held responsible for any import fees. Please check your local rules around import fees and, if your country does tax your order, pay the fee or your order will be returned to our suppliers and we will not be able to refund you. We bear no responsibility for packages that get rejected, returned or lost in the mail due to an incorrect shipping address provided or a failure to collect the package from your post office.
My payment keeps getting declined!
So sorry about this! Send us a message letting us know exactly what it is that's happened and we'll try to fix it for you.
If the answer to your question can't be found here feel free to contact us on icecreamcakeshop(at)gmail.com.