FAQs
Welcome to the 604 Ice FAQ page! Below, we’ve answered some common questions about our products, policies, and services. If you have any further inquiries, feel free to reach out to us at the604ice@gmail.com or through our Instagram @the604ice.
1. What is moissanite, and how does it compare to diamonds?
Moissanite is a gemstone that closely resembles diamonds but offers more brilliance and fire at a fraction of the price. It is also eco-friendly, making it a responsible and sustainable alternative to mined diamonds. Moissanite is nearly as hard as diamonds (9.25 on the Mohs scale vs. diamonds at 10), making it durable and suitable for everyday wear.
2. What is your return policy?
We do not offer refunds or exchanges on earrings, custom pendants, or custom rings due to hygiene and customization reasons. For items eligible for return, you have up to 3 days from receiving your product to request a return. Shipping costs for returns are your responsibility, and refunds are processed once we receive and inspect the item. Please see our Return Policy for full details.
Refund will be given as store credit.
NO CASH REFUNDS
3. Do you offer exchanges or refunds for custom orders?
No, custom orders such as personalized pendants or rings are final sale. Due to the bespoke nature of these pieces, we cannot offer refunds or exchanges. Please ensure that all details are correct before placing a custom order.
4. How long will it take to receive my order?
We offer free worldwide shipping, and delivery typically takes 12-20 business days. Our processing time is 5-10 business days. Custom orders may take longer, with a preparation time of more than 9 business days. Once your order is shipped, you will receive a tracking number to monitor its progress.
5. Do you ship internationally?
Yes! We ship globally, and all customs fees, duties, and taxes are paid by 604 Ice. No matter where you are located, you won’t have to worry about extra charges upon delivery.
6. Can I cancel or change my order after placing it?
You can cancel or make changes to your order within 3 hours of placing it. After this time frame, we begin processing orders immediately and can no longer make adjustments. If you wish to cancel or return the item after this window, you will need to follow the return process outlined in our Return Policy.
7. Do you offer warranties on your jewelry?
Yes, 604 Ice offers a Lifetime Warranty on diamonds. If your product arrives damaged or experiences a manufacturing defect during normal wear, we will replace the item once at no cost. For custom and made-to-order items, we provide a 30-Day Quality Guarantee, covering one free repair for any defects in craftsmanship. Please note that user damage such as scratches or accidental breakage is not covered. For full details, see our Warranty Policy.
8. How do I care for my jewelry?
To care for your iced-out jewelry, clean it regularly using a soft toothbrush, warm water, and mild soap to maintain its sparkle. Avoid exposure to harsh chemicals, extreme heat, or abrasive cleaners that could damage the metal or loosen the stones. Handle your pieces gently, as the intricate settings can be delicate, and store them in a dedicated box or pouch to prevent scratches. Periodically, have a jeweler inspect the settings to ensure the stones are secure and the jewelry remains in pristine condition.
9. Can I create a custom design?
Yes! 604 Ice offers custom jewelry design services for pendants, rings, and more. You can work with our team to create a personalized piece made just for you. Please note that custom orders are final sale and may require additional production time. Contact us at the604ice@gmail.com for more information on custom orders.
10. How can I contact you?
You can reach us via:
- Instagram: @the604ice
- Email: the604ice@gmail.com
Still have questions? Don’t hesitate to get in touch with us! We’re here to help you every step of the way.