We’ll make it right

Report a problem with your order

Something melted, broken, missing or not as you ordered? Tell us here and we will put it right. We reply by email, usually within a working day or two.

Before you start

Melted or broken
Tell us within 7 days of delivery. We need photos of the goods and the packaging, taken when you opened the parcel.
Wrong or missing item
Tell us what is wrong or missing, with a photo if you can. Our own mistakes are always put right.
Marked delivered, not with you
Check with neighbours and your mailbox first, as parcels often turn up. Then tell us within 14 days of the delivery scan.
Never arrived
Tell us within 45 days of the date we shipped. We treat a parcel as lost when its tracking has not moved for 10 working days and customs are not holding it.

Tell us what happened

In your message, please tell us:

your order number (for example 67798)
when the parcel arrived
whether you would prefer the goods sent again or a refund

Something damaged or wrong? Use Attach files at the bottom of the form to add photos of the goods and the packaging. Up to 10 photos.

Form not showing? Email everything, photos included, to support@icelandicstore.is with your order number.

What happens next

We check your order, the tracking and your photos, and reply with what we will do. Our own mistakes, like a wrong or missing item, are always put right.

Orders with Shipping protection: melted, broken, lost, or marked delivered but never received, we send the goods again or refund what you paid for them, after any discount. We take your preference into account. The fee itself is not refunded once the order has shipped, and protection can be used once per household in 12 months.

No protection on the order? Write to us anyway. We look at every case, and our refund policy explains what we can do.

The full conditions are in section 10 of our terms of service. The plain version is on the Shipping protection page.