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FAQ

Jewellery Buying Guide:

Is it safe to buy a diamond and other pieces of jewellery over the Internet?
Is it safe to mail jewellery?
What if I would like to return the jewellery I ordered and I am unable to find the certificate or appraisal?
Can you help me resize my ring?
Can you help me keep the engagement ring a surprise?
Will I be liable for my jewellery order while it is being shipped?

Buying Online:

How do I place an order?
If there was a problem while submitting my order, should I just resubmit?
What if I have placed a duplicate order?
How do I cancel an order after it has been submitted?
Is it safe to place an order on the internet?
Are the prices on Ice Online flexible?
Do you accept international orders?
What if I can't find the diamond I want on your site?
What are my payment options?
What is your coupon policy?
Do you charge sales tax?
What are my shipping options?
What is your refund policy?
What is your warranty period?
Do you offer a repair service?
How do I return an item I purchased?
How long will I have to wait for a refund?
How long does it take to get my order?
What if I don't get my order in the standard time frame?
Can I send someone gifts from Ice Online?
How do I check the status of my order?
How do I track my order after it has been shipped?

Diamond/Jewellery Questions:

What's the most important thing to remember when buying a diamond?
Do you sell any conflict diamonds?
What's a karat? What's the difference between karat and carat?
What are the 4Cs?
Why is 18K gold more valuable than 14K?
What do the markings on the back of my jewellery mean?
Why do similar pieces of jewellery have such different prices?
What's the best way to care for and clean a diamond?
What's the best way to care for and clean gold jewellery?

Privacy Questions:

What information does Ice Online gather about me?
How does Ice Online use information it gathers about me?
Does Ice Online share the information it gathers with others?
How do I subscribe to or unsubscribe from your newsletters?


Jewellery Buying Guide:

Is it safe to buy a diamond and other pieces of jewellery over the Internet?

In a word: Yes. People bank online, they transfer cash online, they even buy cars and airplanes online! Well, we use the same technology that the banks use to protect against the loss, misuse or alteration of your information, so you can order a diamond (or pearl necklace or gold bracelet, etc) without worrying about a thing. Your information is safe with us.

Also, when you're checking out – you can feel doubly secure if you see an “s” after the “http” in the website address. All browsers display this to let you know that you're in a secure environment thanks to our use of Secure Socket Layer (SLL) technology.

To be sure you're browsing secure pages, check the bottom of the Web page for the icon of a closed padlock. This icon appears in the latest versions of Internet Explorer and Mozilla Firefox to tell you that your information is protected.

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Is it safe to mail jewellery?

We ship our jewellery by highly trusted carriers like FedEx, so the chances of anything happening to your prized package are super slim. Plus, all our shipments are fully insured. Visit our Shipping page for more information.

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What if I would like to return the jewellery I ordered and I am unable to find the appraisal certificate?

What? You lost the appraisal certificate?! Truth is we'd like you to return all bridal and engagement rings that come with an IGI® or GIA® Appraisal Certificate with the certificate. But, if you can't find it – call us and we'll give you a quote for the exact price of the replacement. However, your refund -- if you return the ring without the certificate -- will be reduced by $100 or more, depending on the certificate replacement cost.

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Can you help me resize my ring?

Of course! If your Ice Online ring doesn't fit well, we'll resize it free of charge (if it's returned within 30 days of its original shipment date). Expect the resize turnaround time to take about five (5) business days plus shipping time-in-transit. We can also resize your ring after the warranty period for a very competitive price. Call us at 1300 100 423 or email info@iceonline.com.au to get the details.

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Can you help me keep the engagement ring a surprise?

We love surprises and we'd love to help you. First, you need to think about where you'd like the ring to be delivered. If your delivery is over $1,000, we require a signature for delivery regardless of any waivers you have from FedEx, and under $1,000 FedEx may require a signature. These requirements are for your protection, but we understand that they may interfere with your surprise. You can call our Customer Service Department at 1300 100 423 or email us at info@iceonline.com.au to arrange a FedEx delivery location (like an neighbour who's in on the surprise or your work place, etc.) that will keep the secret safe.

We can also expedite your delivery for a special occasion, forgotten birthday (doh!) or missed anniversary (whoops!). And please don't hesitate to contact our Customer Service Department for any special requests.

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Will I be liable for my jewellery order while it is being shipped?

Nope. We fully insure each order all the way to you. That means that when your order is in transit to you, shipment is always risk-free. For added security, it's our policy that a signature is required for all Ice Online orders over $750, regardless of any signature waivers you may have with FedEx.

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Buying Online:

How do I place an order?

Found something(s) you love? Great! First, place the product(s) you want to order in your shopping cart by clicking on the big green "add to cart" button, usually to the right of the product image. Then, whenever you're done shopping, click "Proceed to Checkout" and follow the easy instructions to complete your order. If you're a registered customer, check out is super easy. If you're not (and you don't have to be), it's still easy but you might want to consider registering to make check out even smoother the next time you shop at Ice Online. Contact our Customer Service Department toll free at 1300 100 423 or via email at info@iceonline.com.au if you have you with any questions or issues.

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If there was a problem while submitting my order, should I just resubmit?

Just to be sure, you should first contact our Customer Service Department toll free at1300 100 423 or via email at info@iceonline.com.au for quick and reliable assistance. They can let you know if your order has been submitted successfully or not. And if it hasn't, they can place the order on your behalf.

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What if I have placed a duplicate order?

If you think you might have placed a duplicate order, please contact our Customer Service Department toll free at 1300 100 423 or via email at info@iceonline.com.au and they'll make sure that everything gets sorted out to your satisfaction.

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How do I cancel an order after it has been submitted?

Now why would you want to do that? But if you do, please contact our Customer Service Department toll free at 1300 100 423 ASAP to cancel an order. Please have your order number nearby.

We promise we'll try to stop the order from going through, but keep in mind that our order-fulfilment system is designed to get orders shipped and on their way to our customers as fast and as efficiently as possible. That means that even if you contact our Customer Service Department immediately after you change your mind about your order, it might already be in the shipping process. If that happens, we can't change or cancel an order once its journey to you has begun. So, if your order can't be cancelled, and you still don't love it after its arrived – just return it to us according to our 30-day money back return policy . Check the back of your invoice for return policy details.

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Is it safe to place an order on the internet?

Absolutely. With Ice Online, ordering online is as safe as using your credit card in your favourite department store. We use the latest security technology, which includes data encryption, server authentication, and message integrity – which is like keeping your credit card information in a bank vault.

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Are the prices on Ice Online flexible?

Although our listed price is final, you are still getting an amazing deal. At Ice Online, we always offer the best value by providing the lowest possible price.

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Do you accept international orders?

You bet. We ship all over the world, just email our Customer Service team at info@iceonline.com.au and they will quote you on shipping charges.

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What if I can't find the diamond I want on your site?

No problem. We really want to help you find the perfect diamond so don't give up. If you can't find it on our site, call one of our diamond and jewellery consultants at 1300 100 423 or email us at info@iceonline.com.au and they'll help you find exactly what you're looking for.

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What are my payment options?

You've got a lot of choices. We accept Visa, MasterCard and PayPal.

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What is your coupon policy?

It's pretty simple. We honour one coupon per customer. Coupons are not valid with any other offers and aren't available for use on clearance or sale items, bridal and engagement jewellery, watches and The Persona Charms Collection. For more information, please see our Coupon Policy .

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Do you charge sales tax?

Sales tax are inclusive of all product prices.

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What are my shipping options?

I'm glad you asked! We're proud to offer FREE shipping on orders of $199 or greater for Australia and New Zealand destinations! Orders are shipped using FedEx Priority International or MSI Worldwide Mail and are sent fully insured. Please see our detailed Shipping Policy .

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What is your refund policy?

Well, although it's highly unlikely– if you didn't LOVE your Ice Online purchase and wanted a refund, you have 30 days (for jewellery) and 15 days (for watches) to call us and arrange for an exchange or refund, including return shipping charges. The buyer must post the parcel back with a tracking number. We offer a full warranty on all jewellery and watch purchases. For more detailed information, please see our Shipping Policy .

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What is your warranty period?

If your merchandise becomes defective within 30 days following your original shipping date, we'll exchange it free of charge, or refund the full cost of the merchandise and shipping charges.

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Do you offer a repair service?

We sure do. And we're pretty good and inexpensive. We can repair jewellery, after the warranty period has elapsed at very competitive rates. Please refer to our Repair Service Policy for complete details.

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How do I return an item I purchased?

Now why would you want to do that? But if you do, you can simply call our Customer Service Department at 1300 100 423 or via email at email us at info@iceonline.com.au to request a Return Authorization Number (RAN). One of our customer service representatives will guide you through the process. Please see our detailed Return Policy .

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How long will I have to wait for a refund?

You should receive your refund within three to four weeks, which takes into account the time required to ship to us, inspection and processing of your return at our facility, and processing of your refund by your credit card company. For more detailed information, please see our Refund Policy .

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How long does it take to get my order?

Faster than you can say Ice, Ice, Baby! Well, maybe a little longer than that – but we make every effort to get it to you as soon as possible. In-stock items are generally shipped within 24 to 48 hours. Custom orders may take longer to process. You can ask our Customer Service Department for shipping details when you place your order.

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What if I don't get my order in the standard time frame?

If you didn't get an order confirmation number after clicking the 'Submit Order' button, your order may not have been processed properly. Please contact our Customer Service Department by calling 1300 100 423 or email us at info@iceonline.com.au and our representatives will be happy to help.

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Can I send someone gifts from Ice Online?

Of course! Simply indicate the two addresses during the ordering process. For your protection, be sure to let your credit card issuer know that you'll be using a shipping address other than your billing address.

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How do I check the status of my order?

Click on "My Account" at the top of any Ice Online page and go to "My Order History". If you're not into clicking, you can always call us at 1300 100 423 or email info@iceonline.com.au and our Customer Service Department will help you out. Please have your order number ready, or refer to your order confirmation email.

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How do I track my order after it has been shipped?

To track your most recent orders simply click on "My Account" at the top of any Ice Online page and go to "My Order History". This is the easiest and fastest way to get the most current information regarding your Ice Online orders.

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Diamond/Jewellery Questions:

What's the most important thing to remember when buying a diamond?

Of all the 4 C's of diamond value -- Cut, Color, Clarity and Carats – cut is the most important C to consider. The cut of the diamond most affects its sparkle quotient. The better the cut, the more brilliant the diamond. To learn more about the 4C's, visit our Diamond Education section.

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Do you sell any conflict diamonds?

At Ice Online, we source our diamonds from the world's best, most respected and largest diamond suppliers and buy only from suppliers who guarantee that their diamonds are from sources free from conflict. Learn about our Conflict Diamond Policy .

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What's a karat? What's the difference between karat and carat?

We get this one a lot ! A karat (with a “k”) is the unit of measurement used to indicate the purity of gold (since gold is in fact a mixture of gold and other metals). Pure gold, for example, is 24-karat (24K), 18-karat gold is 75% pure, and so on. Carat (with a “c”) is a term used to measure the weight of a diamond, e.g. 1-carat, 2-carat, and so on. Visit our Jewellery Education section for a complete discussion of Jewellery Terms.

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What are the 4Cs?

Diamonds are graded and priced according to what is universally referred to as the '4Cs'. They are Cut, Color, Clarity and Carat weight. Each is a description of the various characteristics of a diamond. For example, Cut refers to the shape of the diamond, which affects its fire and brilliance. Color refers to the amount of color in the diamond (the less color a diamond has, the more valuable it is, all other factors being equal). Clarity describes the number of natural blemishes and inclusions a diamond has, and Carat Weight is simply a measurement of the diamond's weight (not its size). Visit our Jewellery Education section for a complete discussion of diamonds.

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Why is 18K gold more valuable than 14K?

Eighteen Karat gold is more pure, meaning it contains a higher percentage of gold. But 14k gold is not too shabby and still considered valuable fine jewellery. Pure gold is 24-Karat (24K), although it's too soft to be used in jewellery, 18-Karat gold is 75% pure, and so on. Visit our Jewellery Education section for a complete discussion of Jewellery Terms.

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What do the markings on the back of my jewellery mean?

If your jewellery has a number and a 'K', this denotes its Karat amount, or the purity of the gold in the piece (gold is actually a mixture of gold and other metals). Pure gold is 24-karat (24K), 18-karat gold is 75% pure, and so on. Visit our Jewellery Education section for a complete discussion of Jewellery Terms.

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Why do similar pieces of jewellery have such different prices?

For one, gold is sold by weight, and heavier pieces can be more costly than lighter ones. Designer jewellery also generally costs more, especially if it's a one-of-a-kind piece. Special finishes, such as matte or sandblasted, may also affect the cost of the piece.

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What's the best way to care for and clean a diamond?

What's worse than a dull diamond? Nothing! Here are some tips on how to keep your diamond sparkly and brilliant.

Don't wear your diamonds while doing housework, yard work or any other kind of rough work. Even though a diamond is extremely durable, a hard blow could chip it. Also, always keep your jewellery away from chlorine bleach.

The best way to clean your diamonds is in a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the pieces with a soft brush, then transfer them to a wire or tea strainer and rinse with warm water. Pat dry with a soft lint-free cloth. Ultrasonic jewellery cleaners also work quite well.

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What's the best way to care for and clean gold jewellery?

Follow these guidelines to keep your gold jewellery looking brand spanking new – and so fine.

Avoid contact with bleach, soap, perfume, cosmetics, hairsprays, etc. Also, take your jewellery off at night and store it in a jewellery box with compartments that keep pieces from rubbing against each other.

You can clean your gold jewellery in a bowl of warm, sudsy water with a bit of any mild liquid detergent. Brush the jewellery with a soft brush until you have created a lather around it. With the jewellery on a plastic or metal strainer, rinse off with warm water (be sure not to clean your jewellery over the drain!) Pat your jewellery dry with a soft, lint-free cloth.

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Privacy Questions:

What information does Ice Online gather about me?

Luckily you don't have to tell us your age, height or natural hair color. But when you do make a purchase on our site, you need to provide us the following information:

  • Name
  • E-mail address
  • Billing and shipping address
  • Telephone number
  • Type of credit card you are using
  • Credit card number and expiration date, or other form of payment.

But don't worry, the information you provide us stays with us (like what happens in Vegas stays in Vegas) and remains confidential. We keep it all to ourselves and won't ever share or sell it to another company. Click here for our complete Privacy Policy .


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How does Ice Online use information it gathers about me?

There are a few ways in which we use the information you provide us:

Cookies

Put simply, a cookie is a small piece of information that web sites use to remember information about users. We use two types of cookies to recognize our members and remember shopping list items. We use transient cookies to provide continuity from page to page. Within a single visit, these cookies store information such as your shopping list to simplify checkout. They do not contain any personally identifying information.

We use persistent cookies to identify members after their first visit. These cookies remain on the hard drive of a PC and allow a user to enter our site without having to log in on every visit. To access any secure areas such as your account information, you must still enter your password.

Usage Tracking

We measure and track the traffic throughout our site. This anonymous information is used to compile overall statistics and is not recorded at an individual level. The statistics help us decide which products and services best serve our members and guests.

Aggregate Information

We use aggregate information from demographic surveys and traffic patterns to customize our site. State-of-the-art comparison technology allows us to use this information to make recommendations to members based on previous traffic patterns and purchases. We only use information on an aggregate level and do not track information about individuals. Aggregate information may be shared with our partners to plan advertising or promotions. We do not share any individual information and this data is all anonymous.

Surveys

Once in a while, we may offer you the opportunity to participate in customer satisfaction, site improvement, and other business-related surveys. You may be asked to provide certain information to participate. Sometimes we partner with other companies to deliver these surveys. All surveys are optional.


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Does Ice Online share the information it gathers with others?

We don't provide any third party with any individually identifiable information other than that which is necessary to complete your order. Specifically, we give your name, shipping address, phone number, and order information to our shipping carrier, such as FedEx. We also supply your name, billing address, and credit card information to the credit card processor who bills your account. We maintain strict guidelines requiring all third parties to keep any shared personal information confidential.

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How do I subscribe to or unsubscribe from your newsletters?

You can sign up for our newsletter right on the home page. Look for the sign up box at the bottom of the site and enter your email address. If you want to unsubscribe from any of our email lists, simply use the Unsubscribe link on the newsletter in the email itself.

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If you have a question that isn't answered here, please call us at 1300 100 423 or send us an email at info@iceonline.com.au and we'll be happy to answer it for you. Thank you for visiting Ice Online and shopping with us!