Refund and Exchange Policy

Refund and Exchange Terms and Conditions

Because most of our products are made-to-order at the time the order is placed, certain conditions apply.

  • Returns are NOT ACCEPTED on JEWELRY Items due for safety reasons due to their wearable nature.
  • Refunds will only be granted if the item you received has a manufacturing or printing defect (a misprint). 
  • All refunds or exchanges must be arranged within 3 days of receiving your item. Once you have made contact, we will provide you with instructions on how to return your package.
  • Please ensure you post your items within 7 days of making return arrangements. Items sent back to us without first being approved for a return or exchange will not be accepted.
  • To be eligible for a return/exchange, your item must be in the original condition that you received it, unworn and unused, clean and free of animal hair, and in its original packaging (where applicable).
  • We reserve the right to rescind any exchange or refund offers stated above and refuse further service if a customer is abusive or displays other unacceptable behaviour towards The Haute Icon staff.

  • We deserve the right to cancel and refund any orders that are flagged as medium or high fraud risk, or for any other reason.

To start the return/exchange process, please contact us using the form below.

 Cancellations and Modifications

  • Contact us within 1 HOUR of ordering if you need to make a change or cancellation. The reason for this is most of our products are made on demand, which means that when you place an order, we pay our manufacturers to custom print and handcraft your items just for you. Once we have paid our manufacturers to make your order, they will not accept cancellations or modifications and therefore neither can we. 

Damaged or Defective Items

We pride ourselves on offering great quality products and are confident that you will love your Haute Icon items. However, we are realistic and we understand that sometimes mistakes can happen.

  • If you receive an item that you believe is damaged or defective, please contact us immediately at via the form below with a photo of the damage or issue so that we can resolve the situation for you.
  • Once we have confirmed that the product is damaged or defective, we will arrange for a replacement to be sent to you at no extra cost.
  • This policy only applies to the product purchased. Damaged packaging, including boxes, is not covered by this policy as unfortunately we have no control over how couriers treat packages in transit.
  • Items that are damaged by the customer, for example by not adhering to care instructions, will not be accepted for returns. Care instructions can be found on each product description.

Shipping Delays

Due to the Covid pandemic having a massive impact on international air freight and delivery services, we cannot guarantee shipping timeframes for your order. Please understand that shipping delays are outside of our control, and we are unable to do anything to speed up delayed deliveries.

No refunds will be given for items that have not yet been received due to longer than expected shipping times, or that are lost in transit. If, however, investigation reveals that your goods have been lost in transit, you will be issued with a free replacement.

Exceptions / Non-Returnable Items

Unfortunately, we cannot accept returns on gift cards, used items, or items that have already been part of an exchange request.

If you have any questions, drop us a message below