How can we help?

Can I check out as a ‘guest’, rather than signing up for an icebreaker account?
Sure. We get it – creating an account can be a hassle. However, if you plan to visit us again, there are benefits to ordering with your own account – especially if you’re signed up to our loyalty program.

What if my billing address is separate from my shipping address?
No problem. In the billing step of check-out, you’ll have the option to use a different address than the one you provide for shipping. Just find the little checkbox near the top of the billing page.

Why didn’t my coupon or discount apply to my order? 
Most of the time, a coupon will not apply to product that is already discounted, as offers can’t be combined. If you’re having trouble, we’re happy to help sort it out, just get in touch with us below.

Can I order an ‘out of stock’ item as a backorder? 
Sorry if we’ve sold out of what you really wanted. Unfortunately, we cannot accept backorders. Did you know  loyalty  members get early access to new product? Might help you get a head start next time.

Can I ship packages to islands?
Unfortunately no, we are unable to deliver to islands. Deliveries to mainland England, Scotland, Wales and Northern Ireland are accepted.

When will my order ship?
Assuming everything goes as it should, your order will leave our warehouse within 2-3 business days. A business day is Monday through Friday, excluding holidays.

What is the cost of shipping?
Standard delivery is free for all orders over £40​. Orders placed with standard delivery are delivered within 5-7 business days. For more details on shipping, pop on over to our shipping page.

Will I need to pay any additional import duties for my order shipping to the UK?
No, you will not need to pay any separate import duties when receiving your order. The purchase price displayed here is already final and inclusive of any import duty that may apply to your order shipping to the UK.

How will my order ship (carrier)?
Orders will ship with Yodel. Check out our shipping page for detail on our shipping logistics.

How long will my order take to arrive?
This can vary depending on your shipping method and the time of year. Our shipping page is the best place to look for more details on shipping times, especially around the holiday season.

Can I ship to international addresses?
No, unfortunately, from this site we cannot ship to any address outside of UK. If you’d like to ship to Australia, New Zealand, USA, Canada, or another European country, use our location picker to choose where you’d like to ship to.

How can I track my current order?
Once your icebreaker order has been shipped, we’ll send you an email with your tracking number. Alternately, if you ordered while signed in with an account you can find the shipment and tracking information in your order history.

How do I return an item?
Easy - the best place to start a return is on our returns page. That page should have all the info you need but reach out if you need any further help. Also refer to our returns terms page for more info on our returns policy.

When will my return be processed?
Once we receive the returned item(s) it’ll take us a few days to inspect and process your return, at which point we’ll email you to confirm. It shouldn’t take more than 10 business days to process it on our end, but it may take your bank up to 14 days to reflect it in your account.

How long do I have to return my order?
If you are not satisfied with the products you receive or have simply changed your mind about them, you can return them within 30 (thirty) calendar days of delivery and get a refund. Refer to our returns terms page for more info on our returns policy.

How do you handle my return if I paid with Klarna?
We often get questions specifically about Klarna, so we have added a few Klarna-specific questions to their own section above. Let us know if you don’t find an answer to your question there.

What is the nature.rewards programme? How does it work?
It’s our small way of giving back to our most loyal customers. How does it work? To put it as briefly as possible: Members of the programme earn points on purchases and automatically earn rewards when they reach certain thresholds of accrued points. We refer to these thresholds as “tiers”. The higher the tier a member reaches within a nature.rewards year, the greater the rewards they’ll receive.

To find out more, check out our nature.rewards FAQs page.

What is the best way to care for icebreaker products?
Great question. We want everyone to get the most out of their icebreaker. Check out our top tips on the care page.

How do I remove myself from your mailing list?
Easy, just click ‘unsubscribe’, found near the bottom of any email you receive from us, and you’re done! Or get in touch with us below and let us know you’d like to be removed from our list.

How do I find out about employment opportunities with icebreaker?
Keen to join the flock? Just pop on over to our careers page to learn more about employment opportunities at icebreaker.

How do I update my email address?
Unfortunately, it's currently not possible to update or change your email address. You will need to create a new account.


How can I ensure I don’t lose my loyalty points when updating my email address?
To avoid losing your loyalty points, we suggest continuing to use your current email address if possible. If you must change it, please contact our Customer Service team for guidance.