Politique d’expédition

Shipping & Delivery Policy

We deliver across Europe and the GCC (United Arab Emirates, Saudi Arabia, Qatar, Kuwait, Oman, Bahrain).

1) Processing & Handling

  • In-stock items: prepared within 24–72 business hours prior to dispatch.
  • Orders placed after the daily cut-off or on weekends/public holidays are processed the next business day.
  • A tracking link is provided once your order ships.
  • Carriers: premium services (DHL/UPS/FedEx) or local partners.

2) Warehouses

  • Europe: fulfilled from partner facilities (EU or international dispatch depending on the product).

3) Estimated Delivery Times

Europe (EU/EEA/CH/UK)

  • In stock: 7–12 days from dispatch.
  • Pre-orders: shipping dates will be communicated by email (depend on the production window).
  • Customised products: 8–12 weeks (made to order; varies with configuration and transport).

Times are indicative and may vary due to carrier capacity, customs, and local conditions.

4) Pre-Orders & Customised Products

  • Pre-orders: we will email your estimated ship window and periodic updates; timing may vary by batch.
  • Custom builds: allow 8–12 weeks. Specs are confirmed before production. Custom orders are non-cancellable once production has started.

5) Taxes & Duties (minimal)

Any applicable taxes and customs charges depend on the destination and the service selected at checkout. All relevant information is shown before payment.

6) Delivery Conditions

  • Deliveries occur Monday–Friday during local business hours.
  • Signature may be required for large or high-value items.
  • Bulky items (baths, pods, saunas): delivery is kerbside/doorstep unless an installation/white-glove option is purchased. Please ensure access for pallet/van delivery.
  • No shipments to PO Boxes or locations not served by carriers.

7) Damage, Loss & Delays

  • Damage on delivery: note reservations with the courier immediately and email us within 48 hours with photos/video: support@icecoolrecovery.com.
  • Lost parcels: carrier investigation windows apply (typically 15 days Europe / up to 25 days international). Replacement/refund once the carrier confirms loss.

8) Returns (Summary)

  • RMA required: contact support@icecoolrecovery.com before sending anything back; we will provide the correct EU return hub address.
  • 30-day window for defective items: if confirmed defective on arrival, return shipping is at our cost (label provided or reasonable fees reimbursed once approved).
  • Non-defective / change of mind: return shipping is at your cost to our warehouse (address provided with the RMA). Eligibility depends on condition/category; customised items are not eligible.
  • Refunds are processed within 14 business days after inspection to the original payment method (excluding outbound/return shipping unless required by law).

9) Shipping Contact

Shipping & logistics support: support@icecoolrecovery.com
Privacy/GDPR: info@icecoolrecovery.com